ITIL® Practitioner

Deploy business changes effectively

ABOUT THE PROGRAM

ITIL® Practitioner course presents a systematic way to use ITIL® guidance to enhance new or existing services within the service. This course will cover nine guiding principles, its approaches, metrics and measurement and effective communication with team members. The delegates can attend ITIL® Practitioner course only after ITIL® Foundation course. This course is designed to provide knowledge about service improvement implementation that relies upon “adopt and adapt” philosophy.

  • PeopleCert accredits ITIL® Practitioner course

  • Gain knowledge regarding implementation based on “adopt and adapt” in the organisation

  • Our training courses are delivered in luxury venues by certified trainers

  • MSP Training provides training at best price as compared to others in market

  • Key learning points and tutor support

  • 24*7 help and support

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

PREREQUISITES

The professionals should be ITIL® foundation holder before enrolling for this course. The delegates are advised to go through the overview of ITIL® Foundation before this training.

TARGET AUDIENCE

  • ITIL® Practitioner course is for those who are already involved in the IT service management
  • Anyone who is involved in IT development and its operations
  • The professionals who want to be ITIL® Practitioner holder must hold ITIL® Foundation Certificate before attending this course

WHAT WILL YOU LEARN?

  • Discover the use of IT Service Management within the organisation
  • Learn and implement nine guiding principles for enhanced productivity
  • Get to know about the tips and tricks needed to clear the exam
  • Learn how to implement the terminologies learn in ITIL® Foundation
  • Use measurement tools and techniques for continual service improvement
  • Differentiate good and bad communication within the team members

Enquire Program

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PROGRAM OVERVIEW

ITIL® Practitioner will help the delegates to gain skills and knowledge required to implement ITIL® within the organisation. The ITIL® certified instructors will provide this training. The focus of the training is to build approach for continual service improvement and nine guiding principles.  

Below are some topics that will be focused during the training:

  • 9 Guiding Principles
  • Concepts of IT Service Management
  • Service Improvement Approach
  • Metrics and Measurements
  • Good Communication
  • Change Management within the organisation

Exam

The exam will be conducted at the end of the training. The delegate has to pass the examination to get certified. The trainer will provide all the details regarding exam during the training. The exam will have the following pattern:

  • 40 multiple choice questions
  • 70 percent marks required for clearing the exam
  • Exam Duration- 2 hours 15 minutes
  • Closed book

 

*After completing 1 day of classroom training and successfully passing your Foundation Exam, the second day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

PROGRAM CONTENT

Introduction: Service Management

  • Define Service Management
  • Key concepts and terminologies
  • “Adopt” and “”
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

Introduction: Service Management Approach

  • Define Service Management Approach
  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Introduction: Change Management in organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

Introduction: Metrics and Measurements

  • Define Metrics and Measurements
  • CSFs and KPIs
  • Metric Cascades and hierarchies
  • Categories of Metric

Introduction: Communication

  • Introduction to communication
  • Effects of poor communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication

ITIL® Practitioner Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Heathrow

In London, Heathrow airport is a major international airport. Heathrow airport is the world’s second busiest airport by International passenger traffic. In 2016, Heathrow airport has a 75.7 million passengers travelling record. Heathrow airport renders scheduled services which is one of the six airports along with Gatwick, Luton, London City, Stansted and Southend. Heathrow airport is located 23 km west of Central London. This airport has two parallel east-west runways and four operational terminals that cover 4.74 sq. mi. From Heathrow airport, above 80 airlines fly to 180 locations (approx.) worldwide carrying more than 72 million travellers and 1.4 million tonnes of cargo every year. Heathrow airport is enclosed by the Hillingdon, Longford, Cranford and Harmondsworth from the north side and by Hatton and Hounslow from the east side. Heathrow airport offers many facilities such as for business, handicapped travellers and children. Heathrow airport has a splendid rail and road links to London and other cities of the country. From Heathrow airport, there are many public means of transport such as coaches, taxis, trains and Heathrow express, ease the passengers to travel to the main city.

History

Heathrow airports in its started life are known by the name of Great-West Aerodrome and occasionally known as Heathrow Aerodrome. It is originated in 1946 as London Airport for commercial air travel and renamed as Heathrow airport in 1966. Sir Frederick Gibberd has designed the Heathrow airport. He has designed the original terminals and buildings. In the 1980s and 90s Heathrow develop into a major employer with 70,000 staff.

Security

At the Heathrow airport, full body scanners are used which exhibits a cartoon-style figure of passengers’ body and exhibits all the items on the screen which are restricted to carry while travelling. Aviation security which is the unit of Metropolitan Police holds the responsibility of airport police. It also has armoured vehicles of Household Cavalry, which has been sporadically deployed during the time of heightened security.

Overview of ITIL® 2011 Edition

Information Techno...