Management and prepares learners to pass the ITIL Practitioner Certificate in IT Service Management examination. Successful completion of the ITIL Practitioner course and certification examination is aimed at demonstrating that the candidate is equipped with the skills to apply ITIL concepts in their organization, ensuring maximum business value by delivering fit-for-purpose and fit-for-use services. At the same time, the intention is to give confidence to managers that the members of their team who have taken this course and passed the examination are ready to initiate and successfully carry out required improvement initiatives.
Certification Examination Type and Duration
Upon completion of the course, candidates may sit the optional ITIL Practitioner examination leading to the ITIL Practitioner Certificate in IT Service Management. One hundred and ten (110) minutes is allowed for the open-book (note: course materials are not allowed into the examination; the only book allows is the hardcopy version of the Official ITIL Practitioner Guidance publication), supervised examination which may be online or paper-based. The examination is a scenario-based, simple multiple choice format consisting of forty (40) questions. A score of 28 out of 40 (70%) or better is required to pass the examination.
This course is designed for IT professionals who have passed the ITIL Foundation examination, which covers the ‘what and why’ of ITIL, and want to take the next step: putting those concepts to work by learning the ‘how’ of successful improvement initiatives.
Upon completion of this course, participants will be able to:
- Use IT Service Management concepts that are important drivers of CSI
- Apply the IT Service Management guiding principles in a real-world context
- Apply the CSI approach to manage improvements in a given organizational context
- Use metrics and measurements to enable Continual Service Improvement
- Communicate effectively to enable Continual Service Improvement
- Apply organizational change management to support CSI
Module 1: Using IT Service Management concepts that are important drivers of CSI
Module 2: Applying ITSM guiding principles in a real-world context
Module 3: Applying the CSI approach to improvements in an organizational context
Module 4: Using metrics and measurements to enable CSI
Module 5: Communicating effectively to enable CSI
Module 6: Applying organizational change management to support CSI
Module 7: Summary and exam preparation