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ITIL Practitioner Course Outline

 (2 days)

This hands-on ITIL 2011 Practitioner certification training program introduces the student to implementation techniques for applying the fundamentals of IT Service Management. Accredited by ACQUIROS, the course helps students prepare for the ITIL Practitioner certification exam along with acquiring detailed tools and templates and practical experience in planning and executing an improvement approach to implementing ITSM in their organizations. All Deep Creek instructors have extensive practical experience in consulting, mentoring, and direct implementation of ITSM processes and tools for enterprise organizations. This course features lectures, discussion, team exercises and quizzes.

Who Should Attend?
This course is suitable for all IT Management and Staff who need to understand the Service Lifecycle and their role in provisioning quality services for their customers.

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

ITIL Foundations certification is required. Many students will take this course immediately upon completion of ITIL Foundations, which is entirely appropriate. The ITIL Practitioner certification is fundamentally different than other ITIL credentials with an explicit ‘how-to’ approach. This course is appropriate and strongly recommended as well for students who have already completed ITIL Intermediate certifications, or even ITIL Expert, due to the fundamentally different approach.

Course Outline

Driving IT Service Management
Selecting Management Systems
Intro to Systems Thinking
Using the 4 Ps of Strategy
Communications and Management Systems
Organizational Capabilities
Adoption and Adaptation
Analyzing the Definition of Service
Improvement and CSI

Applying Guiding Principles
9 Key Principles
Principles and Themes in Practice

Use Metrics and Measurement
Define CSFs
Determine KPIs
Analyze CSFs and KPIs in Context
Define Current State
Design a Report
Apply Metrics Knowledge to the Plan
Implement Improvements

Communications to Enable CSI
Value of Good Communications
The Basis of Influence
Communications Principles
Tools and Techniques
Apply to Plan and Implement Improvements
Apply Principles of Influence

Apply Organizational Change Management (OCM)
Role of Knowledge Management in OCM
Purpose and Value of OCM Activities
Tools and Techniques
Apply OCM Knowledge and Implement Improvements

How do we do it?
CSI Approach
Goal Question Metric
Tools and Techniques
Apply CSI Holistically

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
3 ITIL Expert Credits
18 PDU Credits

Related Courses
ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
ITIL Certification – Service Capability – Operational Support & Analysis (OSA)
ITIL Certification – Service Capability – Release, Control & Validation (RCV)
ITIL Certification – Service Capability – Service offerings & Agreements (SOA)
ITIL Certification – Service Capability – Planning, Protection & Optimization (PPO)
ITIL Certification – Managing Across the Lifecycle
View outline in Word


Attend hands-on, instructor-led ITIL Practitioner training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

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