ITIL® V3 Practitioner Certification Training

Course Description

GogoTraining's ITIl Pracitioner course is accredited by AXELOS and PEOPLECERT.

The ITIL Practitioner Certification was designed to help IT Service Management Professionals learn how to adopt and adapt ITIL into their organization.  The certification requires candidates to hold an ITIL Foundation certificate and it is strongly advised that candidates have worked in the field of IT Service Management for at least one to two years.  

If you hold the ITIL® Foundation certificate and are ‘ready’ to lead the adopt and adapt improvement initiative, then you are in the right place. The Foundation Certification provides the ‘what’ and ‘why’ of Service Management but really offers no concrete information on the ‘how.’ The Foundation course is focused on the basics of Service Management – the benefits of a process-driven framework to create business value from well-defined, designed, delivered and managed services. The Practitioner extends the best practice information to a methodological level – the ‘how’ of introducing new or changed services (or management practices). Understanding the information that is presented will still need to be ‘adopted and adapted’ to fit the Practitioner’s comfort as well as the needs of the business.

The ITIL Practitioner uses the Continual Service Improvement (CSI) approach as the way to structure your improvement initiatives and it covers three key areas that are critical for your improvement initiatives to be successful.  These include:

• Organizational Change Management
• Communication
• Measurement and Metrics

There are 9 Guiding Principles in ITIL Practitioner including:

• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress Interactively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

This course is taught by Dr. Suzanne Van Hove.  In the course you have unlimited access to her Video Lessons, the Student Guide, the ITIL Practitioner Students Guide, the Courseware Syllabus, the Candidate Syllabus, the ITIL Practitioner Training Plan, Sample Exams 1 and 2 and all Course Exercises and Solutions.  You will also have access to the Online Questions and Answer Forum.

In This Course You Will Learn:

• Use Service Management concepts that drive continual service improvement
• Implement associated CSI tools and techniques to manage improvements
• Utilize the nine guiding principles of Service Management to the planning and implementation of service improvements
• Exploit the three critical competencies for successful improvement initiatives (Communication, Metrics and Measurement and Organizational Change Management)

Prerequisites

• ITIL Foundation certificate (2011 or 2007 version or the v2 Certificate with the Foundation Bridge)
• Read ITIL Practitioner Guidance (this is a separate book that should be purchased as it can be usable during the exam). The book is NOT included in the course price. Purchase the book here: www.amazon.com/ITIL

While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.

Outline

Module 00: Course Introduction: ITIL® 2011: Practitioner

• The Nature of the Class
  • Lecture to Exercise Ratio
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02: Introduction

• Read Chapter 1 of ITIL® Practitioner Guidance
• Key Terms:
  • Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
  • Effective; Efficient; VOCR; Service Management
• Exercise 1: CruiseAlong Cars: The Enterprise
• Exercise 2: CruiseAlong Cars Services
• Exercise 3: CruiseAlong Cars Current Issues

Module 03: Solutions to Exercises 1-3

• One Possible Solution to:
  • Relationship Diagram & Stakeholder Analysis
  • Service Map
  • Current Issues
• Be Sure to Download the Practitioner Exercise Solutions

Module 04: Guiding Principles

• Read Chapter 2 of ITIL® Practitioner Guidance
• The Nine Guiding Principles
  • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
• Exercise 4: CruiseAlong Cars: Addressing the Issues

Module 05: Solutions to Exercise 4

• One Possible Solution to:
  • Addressing the Issues and the Application of the Guiding Principles
• Be Sure to Download the Practitioner Exercise Solutions

Module 06: The CSI Approach

• Read Chapter 3 of ITIL® Practitioner Guidance
• The CSI Approach and its Outputs
  • What is the vision?
  • Where are we now?
  • Where do we want to be?
  • How do we get there?
  • Did we get there?
  • How do we keep the momentum going?
• The Resources
• Exercise 5: CruiseAlong Cars: Initial Improvements

Module 07: Solutions to Exercise 5

• One Possible Solution to:
  • Initial Improvements Using the CSI Approach
• Be Sure to Download the Practitioner Exercise Solutions

Module 08: Metrics & Measurements

• Read Chapter 4 of ITIL® Practitioner Guidance
• Key concepts
• Purpose of Metrics
• Creating Business-relevant metrics
• Stakeholder needs
• Exercise 6: CruiseAlong Cars: CSFs/KPIs

Module 09: Solutions to Exercise 6

• One Possible Solution to:
  • CSF/KPI development
• Be Sure to Download the Practitioner Exercise Solutions

Module 10: Communication

• Communication Benefits
• Best Practice Communication Principles
• Communication Plan
• Exercise 7: CruiseAlong Cars: Communication Needs

Module 11: Solutions to Exercise 7 

• One Possible Solution to:
  • Defining Critical Communication Points
• Be Sure to Download the Practitioner Exercise Solutions

Module 12: Organizational Change Management

• Managing Stakeholders
• IT Stakeholders
• Human Response to Change
• Exercise 8: CruiseAlong Cars: Managing Resistance to Change

Module 13: Solutions to Exercise 8

• One Possible Solution to:
  • Applying Techniques to Manage Resistance to Change
• Be Sure to Download the Practitioner Exercise Solutions

Certification

GogoTraining's ITIL® Practitioner course is Accredited by AXELOS and PEOPLECERT.  

Save 10% On Your ITIL Practitioner Exam Fee

Get your exclusive 10% discount when you purchase your ITIL Practitioner Exam from GogoTraining.

PEOPLECERT's price: $469/Your Price: $422.  You Save $47.

• Click Here to Purchase your ITIL Practitioner Exam Voucher

All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which includes the link for you to register to take your exam.  If you have any questions or would like to buy a more than one voucher at a time, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training plan to help you learn the material and prepare for your exam, 2 sets of Official Sample Exams to test your knowledge and exercieses to help you master what you learn in the course.  In the ITIL Practitioner course you have 8 exercises that will take you 3 to 4 hours each to complete.  Taking the time to complete these exercises is critical to your sucess.

To receive the ITIL Practitioner certificate, you will need to achieve 70% or greater on the exam. The exam consists of 40 scenario-based multiple choice questions which must be completed in 2 hours and 15 minutes. The exam is OPEN BOOK, using ITIL Practitioner Guidance. Note the parameters for using the book:

• The book can be annotated, i.e. candidates can highlight and they can also add tabs (tabulate it) to make reference to a specific section and easily move within the book.
• You may make notes in the book.
• You may also use an eBook copy of the AXELOS ITIL Practitioner book.  The eBook can be on a tablet or another adjunct device.
• You may annotate in the eBook.  
• If you do not own the book already, you will need to purchase it.  It is available from AXELOS and from book resellers like Amazon in hard copy and as an eBook.
• GogoTraining is Accredited by AXELOS and PEOPLECERT.  

Exam Details

The exam is open book and you are required to own the ITIL Practitioner Guidance Book published by AXELOS.  In fact, it is highly recommended that you highlight key areas and mark key pages so you can refer to them in the exam (no written notes are allowed).  

This type of exam is very detailed and requires thorough study.  You will need to read the book, take this course, repeat and rewind the videos as many times as you need to in order to master the subject, do the exercises, and take the sample exams. You will want to give yourself plenty of time to become comfortable with the subject and that is why you are receiving one year access to the course and all the materials. This exam requires you to know how to incorporate the concepts you have learned and we want you to be fully prepared when you go to take it.

This is a serious certification and with this course you also receive practical guidance from Dr. Suzanne Van Hove.  Dr. Van Hove is a world-class expert in the area of IT Service Management.  She travels the world teaching and working with organizations to implement the principles of IT Service Management.  In addition to the videos and course materials you will have access to ask Dr. Van Hove questions using the online forum.  

The ITIL Practitioner Certification is worth 3 credits.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.