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

 

Enquire Now


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

ABOUT Sunderland

Sunderland is a coastal city lies at the mouth of the Wear River, around 80 meters above sea level. It is located in the centre of the City of Sunderland metropolitan borough, local government district in England with a population of around 174,286 according to 2011 census. It is situated about 10 miles southeast of Newcastle and 240 miles north of London. The River Wear flows through the centre of the town and divides in a deeply incised valley. The town’s name is originated from sundered land meaning land kept aside for a special purpose or land sundered. The evidence of three settlements found historically in a county in North East England or County Durham on the site of present-day Sunderland.

The area of Sunderland Monkwearmouth is located on the north bank of the Wear River and settled in 674 during the foundation of Jarrow Abbey by the Benedict Biscop. Another settlement Bishopwearmouth founded in 930, lies at the southern side of the river. The town developed as a port over a period and became famous for trading salt and coal. The construction of ships started on the river in the 14th century. With the passage of time, the port of the town absorbed Monkwearmouth and Bishopwearmouth by the 19th century. The town became the major centre for the automotive industry and the service sector. It has been suggested that the person who is born or lives in the town, sometimes known as Mackem. The concept came into existence in the late 20th century and not used until 1980.

History

The early inhabitants of the town were the hunter-gatherers during Stone Age. The remains of the period were found during the excavations of St Peter’s Church in Monkwearmouth including the artefacts and microliths. The area of Hastings Hill became a primary place of burial and central point of activity in the Neolithic period, the final phase of the Stone Age. In the pre and post-Roman period, the area was occupied by the Brigantes around the Wear River. During the Anglo-Saxon era, the town became an important centre of knowledge and learning and library with approximately 300 volumes was also located in the town.  

The long trench, a tactic of warfare was found as one artefact of the English civil war. In the 17th century, the three original settlements (Monkwearmouth, Sunderland and Bishopwearmouth) were integrated and known as Sunderland-near-the-Sea. The factors behind the incorporation included the construction of ships on the banks of the river, salt panning and success of the port of Sunderland. The construction of Sunderland barracks was completed in 1794. These barracks included the 80-bed hospital, soldier’s quarters and housing for 1528 infantry troops. The second iron bridge of the world was built in the town in 1796.

The town was severally affected by the major Indian epidemic Cholera, broke out in the town in 1831. The disease spread in other parts of the country resulted in the death of more than 32000 people. The town again suffered from the worst disaster of the Victoria Hall in 1883 leading to the death of 183 children due to lack of enough way to pass during a variety show. This led to the invention of the concept of push bar emergency doors. The economy of the town shifted to chemical and motor manufacturing after the fall of heavy industries in the early 19th century. The electric tram system arrived in the town in 1900, later on, these were replaced by the buses in 1940.

The town saw remarkable expansion in the shipbuilding business during the First World War and became the prime target of a Zeppelin raid in 1916. Approx. 2500 citizens of the town served in the armed forces during the war period. The town also attacked by the German bombers during the Second World War leading to the destruction of 4000 homes and death of 267 people in the town. The coal mining and shipbuilding industry declined and ended by the late 20th century resulted in the unemployment of the local workforce.

Overview of ITIL® 2011 Edition

Information Techno...