ITIL® 2011 Practitioner

The ITIL® Practitioner Training Course is developed to help organisations and individuals increase the value they obtain from using the ITIL® framework by offering additional practical guidance to “adopt and adapt” the framework to support the business.

The course is designed to take you beyond the basic information communicated at the ITIL® Foundation level. This course could be seen as the next step for ITIL® professionals who wish to know more about how to adopt and adapt the ITIL® principles within their organisation, and the business value of well-designed and delivered services.

Upcoming

17-06-2019

04-12-2019

ITIL® 2011 Practitioner

Course Objectives

Learning Objectives for this course include being able to:

Use IT Service Management concepts that are important drivers of continual service improvement
Apply the nine guiding principles of IT Service Management to the planning and implementation of service improvements
Use the Continual Service Improvement (CSI) Approach and its associated tools and techniques to manage improvements
Apply knowledge of three critical competencies when planning and implementing improvements
- Communication
- Metrics and measurement
- Organizational change management

Typical Audience

All ITSM practitioners regardless of their job role. Those who want to achieve key skills for how to start adopting and adapting ITIL® within the organization.

Course Prerequisites

To sign up for ITIL® Practitioner, a candidate will need to have passed the ITIL® Foundation exam.

Course Delivery

Throughout the course, an accredited ITIL trainer and Service Management expert provides lectures and gives exercises based on real world projects. Different mock exams ensure an optimal preparation for the real certification exam.

The course will be given in English. Course material is in English.

Course Venue

The course duration is 3 days.

This course can be given at the client’s premises or at CTG.

Course Administration

Cancellation

By Participant: If a subscribed course participant is replaced by another participant or if the public course is postponed to a later date, no cancellation costs apply. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.
By CTG: CTG reserves the right to cancel a course at any time.

Course Logistics

All classroom courses begin promptly at 9am and are scheduled until 5pm.
All courses are organised at the CTG premises in Diegem (Belgium) or can be given at the client site and are available for groups as well. Please contact us if you wish further information.
The standard language of each course is English.

Course Outlines

day 1
day 2
day 3

The course syllabus consists of 6 key units, with each unit gradually increasing your knowledge and understanding of the required outcomes for the ITIL® Practitioner qualification and its benefits.

Service Management concepts and the important drivers of continual service improvement.
- Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.
- Analyse the importance of each element of the definition of a service when planning and implementing service improvements.
Ability to understand and apply the ITSM guiding principles in a real-world context, when planning and implementing service improvements.
- Apply the ITSM guiding principles in a given context when planning and implementing service improvements.
Be able to apply the CSI approach to manage improvements in a given organisational context.
- 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.
- 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).

Be able to use metrics and measurement to enable continual service improvement.
- Define critical success factors (CSFs) using a relevant hierarchical approach.
- Determine key performance indicators (KPIs) to underpin a critical success factor.
- Define a current state assessment plan in a given context.
- Design a report in a given context.
- Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
How to communicate effectively to enable continual service improvement.
- Explain the nature, value, importance and benefits of good communication.
- Explain communication principles.
- Explain the purpose and value of communication tools and techniques.
- Use relevant communication tools and techniques to support improvement in a given context.
- Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.
Be able to apply organisational change management (OCM)to support continual service improvement.
- Explain the role and impact of OCM in successful improvement.
- Describe the purpose and value of OCM activities.
- Use relevant OCM tools and techniques to support improvement in a given context.
- Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

Review of the 2 previous days
2 mock exams, including analysis of the rationales

Meet our trainers

CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

Eddy Peters
Senior Process Consultant

2025

Trainings Done

3075

Happy People

19048

Hours of Training

4000

Cups of Coffee

Contact

Europe

CTG Belgium NV

Woluwelaan 140A
1831 DIEGEM
Belgium
phone: +32 2 720 51 70
fax: +32 2 725 09 20

North-America

Buffalo, New York

800 Delaware Ave

Buffalo, NY 14209-2094

phone: +1 716 882 8000

fax: +1 716 887 7464