About this course

Course type Performance
Course code ITILFPF
Duration 5 Days
Special Notices

Please note this course is currently in development. Please contact us for the latest release date.

The ITIL® Foundation and Practitioner Fast Track course is an intensive, blended learning course for experienced service management professionals. Through undertaking the course, delegates will not just be able to understand ITIL best practice, but also to be able to understand how to implement service improvement in their organisations.

The course consists of mandatory pre-course video and paper based learning programme (20 hours), followed by a comprehensive 5 day classroom course element. During the classroom element, delegates will both undertake the ITIL Foundation certificate exam on Day 2 and then undertake further training towards the ITIL Practitioner certificate exam, which will be took on Day 5.

By working with world-class organisations, we are uniquely able to bring you a course that will give you the best opportunity to develop your service management career and enable you to have the essential skills to apply ITIL in your organisation.

As this is a very intensive course, there will be homework assignments each evening to consolidate the learning.

What’s included

QA offers more benefits. Here is what's included with this course:

Exam(s) included

Prerequisites

You will receive access to the QA Video based ITIL Foundation learning course. Delegates will need to ensure they have reviewed this course which encompasses a minimum of 12 hours of learning prior to course attendance.

Delegates will also receive physical pre-course documentation for the ITIL Practitioner element of this course. This work will involve reading sections from the ITIL Practitioner guidance as well as a set of 10 sample questions to complete. Completing of this pre-course element will involve a minimum of 8 hours.

The completing of all pre-course work is MANDATORY and ESSENTIAL to successful course attendance.

Delegates will learn how to

By attending the ITIL Foundation and Practitioner Fast Track course, candidates will not only be able to understand the 'what' and the 'why' of ITIL, but will also be able to understand 'how' to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will as part of the Foundation element of the course, be able to understand:

  • Service Management as a Practice
  • The Service Lifecycle
  • Key Principles and Models
  • Generic Concepts
  • Processes
  • Roles
  • Functions
  • Technology and Architecture

This element of the course covers the fundamentals of the IT Infrastructure Library (ITIL) core volumes which provide an end-to-end view of IT and its integration with business strategy. Those core volumes are: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement. By completing this aspect of the course, delegates will fully understand the 'what' and the 'why' of ITIL.

The second Practitioner element of the couse is specifically designed to enable delegates to understand 'how' to use ITIL to implement service improvement in their organisations. Delegates will be able to :

  • Use IT Service Management concepts that are important drivers of continual service improvement.
  • Apply the ITSM guiding principles in a real-world context.
  • Apply the CSI approach to manage improvements in a given organizational context.
  • Use metrics and measurement to enable continual service improvement.
  • Communicate effectively to enable continual service improvement.
  • Apply organizational change management to support continual service improvement.
  • Understand the use of the ITIL Practitioner toolkit, and how it can be applied throughout the CSI approach to drive service improvements.

Outline

Course structure
Delivered by fully accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses accelerated learning techniques to ensure that ITIL best practice theory is not just understood but also embedded and able to be practiced.

Module - ITIL introduction

  • The Service Lifecycle
  • Key Principles and Models
  • Generic Concepts
  • Processes
  • Roles
  • Functions

Module - Service Lifecycle overview and review
Review of the five service lifecycle stages including coverage of key terminology, principles, processes etc.

Module - Practitioner concepts
Apply the concept of 'Adopt and Adapt' when using ITIL guidance in a given context.

Module - ITSM Guiding Principles
Apply the ITSM guiding principles in a given context when planning and implementing service improvements

a) Focus on value
b) Design for experience
c) Start where you are
d) Work holistically
e) Progress iteratively
f) Observe directly
g) Be transparent
h) Collaborate
i) Keep it simple

Module - CSI Approach and measuring improvement
Describe the purpose and main outputs of each step of the CSI Approach.
Use the CSI Approach tools and techniques successfully in a given specific context:

a. Orientation Worksheet
b. Benefits Realization Review Template
c. CSI registers

Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

Define critical success factors (CSFs) using a relevant hierarchical approach

a) ITIL Vision to measurement
b) Balanced scorecard
c) Organizational cascade

Determine key performance indicators (KPIs) to underpin a critical success factor

Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories

a) Technology, process, service
b) Progress compliance, effectiveness, efficiency
c) Leading, trailing
d) Inside-out, outside-in

Define a current state assessment plan in a given context

a) Goal
b) Scope
c) Assessment criteria
d) Required outputs
e) Available resources and skills

Module - Communication
Explain the nature, value, importance and benefits of good communication

Understand communication principles
a) Communication is a two way process
b) We’re communicating all the time
c) Timing and frequency matter
d) There is no single correct method
e) The message is in the medium
Use relevant communication tools and techniques to support improvement in a given context
a) Stakeholder communication plan
b) Business case

Module - Organisational Change Management (OCM)

Explain the role and impact of OCM in successful improvement

Understand the purpose and value of OCM activities
a) Create a sense of urgency
b) Manage stakeholders
c) Manage sponsors
d) Analyze training needs
e) Manage resistance to change
f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context
a) Sponsor diagram
b) Stakeholder worksheet
c) Stakeholder map
d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Accreditations and exams

The ITIL Foundation examination takes place on the afternoon of day two of the course. You must bring photographic identification on the exam day (passport, driving license or student card).

  • 40 multi-choice questions
  • 1 hour, closed book exam
  • Candidates require a minimum of 26 marks (65%) to pass

The ITIL Practitioner examination takes place on the afternoon of day five of the course. You must bring photographic identification on the exam day (passport, driving license or student card).

  • 40 scenario-based, multi-choice questions, the majority of which will be based on the case studies document used during the course
  • 1 hour and 45 minutes
  • You may use your official ITIL Practitioner Guidance manual only
  • Candidates require a minimum of 28 marks (70%) to pass
Performance

5 Days

Duration
QA Authored
Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0345 074 7998 or email us at info@qa.com to discuss how we can help.

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