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Course Information

ITIL® Practitioner Training Course Outline

Module 1: Service Elements

  • Services, Outcomes, and Service Management
  • Customers, Value, and Cost
  • Risk – Customer View
  • Risk – Service Provider View
  • Exercise

Module 2: ITSM Principles

  • Guiding Principles
  • Focus on Value
  • Seven Wastes (Muda) of Lean
  • Design for Experience
  • Start Where you Are
  • Work Holistically
  • Progress Iteratively (Scrum/Agile)
  • Observe Directly – Gemba
  • Be Transparent
  • Collaborate
  • Keep it Simple
  • Applying the Guiding Principles
  • CSI Approach
  • CSI Steps – Purpose and Main Outputs
    • Step 1 - What is the Vision?
    • Step 2 - Where are We Now?
    • Step 3 - Where do we want to be?
    • Step 4 - How do We get there?
    • Step 5 - Did we get there?
    • Step 6 - How to Keep the Momentum?
  • CSI Register
  • Exercise

Module 3: Key Competencies

  • Key Competencies 1: Metrics and Measurement
  • Report Design
  • Report Design – Focus on Value

Module 4: Key Competencies 2: Communication

  • Communication Principles
  • Communication – A Two-Way Process
  • Communication – Techniques
  • Timing and Frequency Matter
  • Communications – Collaborate
  • What is the Emotional Response?

Module 5: Key Competencies 3: Organisational Change Management

  • Organisational Change Management (OCM)
  • OCM Tools
  • Phases of Transition
  • William Bridges' 3 Phases
  • Emotional Cycle of Change
  • Handling the Emotional Cycle of Change
  • Key Activities for OCM
  • Change Management - John Kotter
  • Creating a Sense of Urgency
  • Manage Stakeholders
  • Stakeholder Map
  • Work with Stakeholders
  • Manage Sponsors
  • Sponsor Diagram
  • Sponsor Management
  • COBIT and Implementation
  • OCM Techniques
  • Exercise

Module 6: Applying the CSI Approach

  • Using the Principles and Key Competencies Holistically
  • Key Principles
  • Key Competencies
  • CSI Approach

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Who should attend this ITIL® Practitioner Training Course?

The course is intended for those looking for a practical understanding of the ITIL® methodology, including its main concepts and how to adopt and adapt them where needed.

ITIL® Practitioner Prerequisites

You must hold the ITIL® Foundation certificate to attend this course and be able to take the ITIL® Practitioner exam.

Retired: ITIL® Practitioner Training Course Overview

ITIL® (Information Technology Infrastructure Library) is a framework specially designed to plan, deliver, and manage the overall lifecycle of IT (Information Technology) services within a business. It helps companies to align their IT services to the needs of their customers and organisation. The main aim of ITIL® is to improve efficiency and achieve predictable service delivery. Our ITIL® Practitioner training will ensure that you are fully equipped to pass the exam and provide a broad overview of successfully focusing on an organisation's customers, value, and cost. Acquiring this certification will help individuals to climb up the ladder of success in terms of value and career opportunities.

This 2-day ITIL® Practitioner training provides delegates with a best practice understanding of the ITSM principles, service elements, key competencies, and CSI approach. During this training, delegates will learn various concepts such as the Continual Service Improvement (CSI) approach, guiding principles, Seven Wastes (Muda), key competencies, OCM tools, three key areas most important for successful ITIL® implementation. Our highly expert and professional trainer will conduct this training and provide you with the required knowledge and skills needed to pass the ITIL® Practitioner exam.

Apart from these, delegates will also learn the following topics, such as:

  • Customers, value, and cost
  • ITSM principles
  • OCM tools
  • Phases of transition
  • COBIT and implementation
  • Stakeholder map

At the end of this training, delegates will be able to apply the ITSM guiding principles in a real-world context within an organisation. They will also be able to implement measurement and metrics to achieve continual improvement.

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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What's included in this ITIL® Practitioner Training Course?

The following is included with our ITIL® Practitioner training course:

  • The ITIL® Practitioner Examination
  • Certificate
  • Experienced ITIL® instructor
  • Refreshments

ITIL® Practitioner Exam Information

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

  • 40 multiple choice questions
  • 135 minutes
  • Pass mark: 70% or 28/40
  • Open book

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ITIL® Practitioner Examination Information

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

ITIL® Practitioner exam format:

  • Question Type: Multiple Choice
  • Total Questions: 40
  • Pass Mark: 28 marks out of 40 required to pass (70%)
  • Duration: 135 minutes
  • Open Book: Yes, candidates are permitted to use the official printed hard copy of the ITIL® Practitioner Guidance. The manual may be annotated and tabulated but no sticky notes and loose leaf papers containing additional notes will be allowed.

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

ITIL® is a best practice framework for IT service management. It provides guidance to businesses and individuals on how to use IT to meet business needs and deliver value to its users. ITIL® is supported by a comprehensive certification scheme which spans knowledge from the principles to how the entire framework fits together.
Yes, this course is accredited by PeopleCert on behalf of AXELOS.
You must have passed ITIL® Foundation to take this course.
Service strategy, service design, service transition, service operation, and continual service improvement are the five stages of ITIL®.
ITIL® help learners to improve IT productivity, reduce IT operation cost, increase employee satisfaction, build a stable environment, manage risk effectively, and more are the benefits of ITIL®.
ITIL® 4 is the latest ITIL® version that provides a digital operating model allowing organisations to co-create effective value from their IT-supported products and services.
During this training, you will learn various topics such as service elements, ITSM principles, key activities for OCM, CSI approach, focus on value, Seven Wastes (Muda) of Lean, customers, value, cost, key competencies, and many more.
The price for Retired: ITIL® Practitioner certification in Philippines starts from $3495
The Knowledge Academy is the Leading global training provider in the world for Retired: ITIL® Practitioner.
Please see our ITIL® Training courses available in Philippines

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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