ITIL® Practitioner

ITIL Practitioner Course Description

Duration: 2.00 days (16 hours)

The IT Infrastructure Library® (ITIL®) certification scheme, providing a modular approach to the ITIL framework, is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The ITIL® Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business' objectives. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM). ITIL Practitioner does not replace any of the existing ITIL certifications.

ITIL Practitioner certification covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. It also covers three key areas crucial for success of any improvement initiatives:
- Organizational Change Management
- Communication
- Measurement and Metrics.

The ITIL Practitioner certificate training is available in different delivery modalities including interactive online classes and instructor-led classroom training. This training is conducted by industry experts who help the participants gain valuable practical knowledge and prepare for their certification exam.

NetCom is an Accredited Training Affiliate in partnership with ITPreneurs.

Learning Modalities
- Instructor-led Classroom Training
- Online Training
- Corporate Training
- Onsite Training
- One-on-One Training

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

What's Included
- Facilitated Training
- Books

Exam Name
ITIL Practitioner certification Certificate Exam

Certification
ITIL Practitioner certification Certificate

Exam Information
The ITIL Practitioner exam exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice questions based on scenario
- Number of Questions: 40
- Pass Score: 28/40 or 70%
- Exam Duration: 135 minutes
- Open/Closed Book: Open Book

Credits
- Upon successfully achieving the ITIL Practitioner certificate, the participants earn three credits toward their ITIL Expert certification

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

Back to Top

Intended Audience for this ITIL Practitioner Course

  • » Those engaged in IT development, IT operations, and IT service management
  • » Individuals wishing to have detailed understanding of the principles of service improvement

Back to Top

Course Prerequisites for ITIL Practitioner

  • » ITIL® foundation v3 equivalent, v3 is a mandatory requirement

Back to Top

ITIL Practitioner Course Objectives

  • » Organizational Change Management
  • » Communication
  • » Measurement and Metrics
  • » Focus on value
  • » Design for experience
  • » Start where you are
  • » Work holistically
  • » Progress iteratively
  • » Observe directly
  • » Be transparent
  • » Collaborate
  • » Keep it simple

Back to Top

ITIL Practitioner Course Outline

      1. Service Management Concepts
        1. Adopt and Adapt
        2. VOCR: value, outcomes, costs, and risks
      2. Guiding Principles
        1. Focus on value
        2. Design for experience
        3. Start where you are
        4. Work holistically
        5. Progress iteratively
        6. Observe directly
        7. Be transparent
        8. Collaborate
        9. Keep it simple
      3. Service Improvement Approach
        1. What is the vision?
        2. Where are we now?
        3. Where do we want to be?
        4. How do we get there?
        5. How do we know we've arrived?
        6. How do we keep the momentum going?
      4. Organizational Change Management (OCM)
        1. What is OCM?
        2. Sources of resistance
        3. People transition
        4. Stakeholder management
        5. Sponsor management
        6. Resistance management
        7. Reinforcement
      5. Metrics and Measurements
        1. CSFs and KPIs
        2. Metric cascades and hierarchies
        3. Metric categories
        4. Assessment
        5. Reporting
      6. Communication
        1. Issues caused by poor communication
        2. Benefits of good communication
        3. Communication essentials
        4. Communication principles
        5. Communication types

Back to Top

This training prepares students for the following exam(s):

  • » ITIL Pract Exam PU Voucher : ITIL Practitioner exam taken at home, with online proctor
  • » ITIL Pract Exam Onsite Voucher : ITIL Practitioner exam proctored by NetCom for private sessions only
  • » ITIL Pract Exam VUE Voucher : ITIL Practitioner exam taken at a local VUE test center

Back to Top

Do you have the right background for ITIL Practitioner?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

Back to Top

Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

See more...   See more instructors...

Back to Top

Recent Client Testimonials & Reviews

The price is great, the ability to reschedule or retake a class without issue is a plus.
George Mensah
Course(s) Taken

» ITIL: Foundation Certification

The two classes that I have taken with NetCom have been wonderful! Both instuctors were very professional and brought with them real life experiences to help with the training. In both classes, I never thought about, "I do not want to go to class today." They both made it enjoyable and informative.
- Paul S.
Course(s) Taken

» ITIL: Foundation Certification

Good experience, would attend another NetCom class if needed.
--Mayri H.
Course(s) Taken

» ITIL: Foundation Certification - Boot Camp

  More testimonials »  

Back to Top

Ways to contact us

Back to Top