ITIL® Practitioner: Online Instructor-Led course via webex (En)
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ITIL® Practitioner: Online Instructor-Led course via webex (En)

ITIL® Practitioner: Online Instructor-Led course via webex (En)

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IT Chapter

300 Rue du Saint-SacrementSuite 407

Suite 407

Montréal, QC H2Y 1X4

Canada

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COURSE OVERVIEW

The purpose of the ITIL® Practitioner certificate program is to ensure the candidate has sufficient understanding and hands-on experience of how to apply, assess, and improve ITIL® best practices.

EXAMINATION

The Practitioner examination is structured as follows:

  • Material permitted: The examination is ‘open book’, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
  • Examination duration: 1 hour and 45 minutes
  • Examination Format: The examination is scenario-based i.e. the questions relate to a case study. This case study (referred to as the ‘Scenario’) is the same for all sample and official exams. The Scenario is included in the Scenario Booklet with 6 sets of additional information necessary to answer each section of questions.
  • Questions: There are 6 sets of multiple-choice questions (MCQs) in the Question Booklet, and each set tests particular learning outcomes from the candidate’s course of study. There are 40 questions in total and each question is worth 1 mark.
  • Pass mark: Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the examination and be awarded certification.

PREREQUISITES

Delegates wishing to take this examination must have previously passed the ITIL® Foundation Examination.

PROGRAM OBJECTIVES

The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with the most essential skills to apply ITIL® concepts in their organization. At the same time, it’s designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives.

CONTENT

Once the course is successfully completed, course participants should be able to:

  1. Use IT Service Management concepts that are important drivers of continual service improvement
  2. Apply the ITSM guiding principles in a real-world context
  3. Apply the CSI approach to manage improvements in a given organizational context
  4. Use metrics and measurement to enable continual service improvement
  5. Communicate effectively to enable continual service improvement
  6. Apply organizational change management to support continual service improvement
  7. Apply the concept of ‘adopt and adapt’ when using ITIL® guidance in a given context
  8. Analyze the importance of each element of a service when planning and implementing service improvements
  9. Apply the ITSM guiding principles in a given context when planning and implementing service improvements
  10. Describe the purpose and main outputs of each step of the CSI Approach
  11. Use the CSI Approach tools and techniques successfully in a given specific context
  12. Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method
  13. Define critical success factors (CSFs) using a relevant hierarchical approach
  14. Determine key performance indicators (KPIs) to underpin a critical success factor
  15. Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
  16. Define a current state assessment in a given context
  17. Design a report in a given context
  18. Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
  19. Explain the nature, value, importance and benefits of good communication
  20. Explain communication principles
  21. Explain the purpose and value of communication tools and techniques
  22. Use relevant communication tools and techniques to support improvement in a given context
  23. Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles
  24. Explain the role and impact of Organizational Change Management (OCM) in successful improvement
  25. Describe the purpose and value of OCM activities
  26. Use relevant OCM tools and techniques to support improvement in a given context
  27. Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles.

MATERIAL (HANDOUT)

  • Student Binder
  • Sample examination questions and answers
  • Axelos ITIL® Practitioner guide

SIMULATION AND PRACTICAL APPLICATION

We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice.

  • ITIL® is a registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  • The Swirl Logo™ is a Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  • The ITIL® Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Date and Time

Location

IT Chapter

300 Rue du Saint-SacrementSuite 407

Suite 407

Montréal, QC H2Y 1X4

Canada

View Map

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