ITIL® Foundation And Practitioner Duration: 5 Days
Course Overview
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 organisation.
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.
As this is a very intensive course, there will be homework assignments each evening to consolidate the learning.
Prerequisites
You will receive access to the 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 course 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.
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
ITIL® Foundation And Practitioner Duration: 5 Days
Course Overview
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 organisation.
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.
As this is a very intensive course, there will be homework assignments each evening to consolidate the learning.
Prerequisites
You will receive access to the 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 course 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.
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
