Overview
The ITIL Practitioner is designed for IT professionals with practical guidance on how to adopt and adapt ITIL within an organisation. It is a comprehensive course designed to enable individuals learn how to implement service improvements within an IT enterprise. It is a hands-on course that will give learners insight into the ITIL philosophy. The course is the next step for individuals who have completed their ITIL Foundational certificate. Individuals will gain first-hand knowledge on how to address challenges they will face when making improvement initiatives in IT service management. The course enables learners to understand the effectiveness of meeting customer requirements in their IT organisation.
The ITIL Practitioner course covers three crucial areas for improvement initiatives which include organisational change management, communication and measurement and metrics.
The ITIL Practitioner course aims at enabling individuals who complete their Practitioner exam to help their IT enterprise to achieve business goals. The ITIL Practitioner is worth 3 credits and will take learners a step close to achieving the ITIL Expert qualification. Additionally, it is worth 15 points towards the ITIL digital badge which is a part of the ITIL membership programme. Learners can progress to the next level of the ITIL scheme upon completing the Practitioner course. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of The ITIL Practitioner course.
All ITIL v3 training and examinations will be discontinued by the end of 2021. You can read more here.
- Why consider learning at Study 365?
- Learning Outcomes
- Access Duration
- Who is this Course aimed at?
- Entry Requirements
- Method of Assessment
- Certification
- Awarding Body
- Progression and Career Path
- Other Benefits
With so many commitments in our lives, we may not have the time to learn new skills. The beauty of studying online is that you get to find this balance between your education and your daily commitments
Study 365 offers hundreds of online courses to students across the world. Gaining new skills has never been this easy as many of our courses are open to students with little or no qualifications or previous experience. All the courses are up-to-date, relevant, affordable, and will build on existing expertise or give you a jump-start to a new career. The courses are meticulously designed and equals what is offered in a classroom setting. With a solid reputation that has established and made us made us one of the most trusted and reliable online course providers we offer the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in your chosen career. You can learn at your own pace at Study 365 and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules, interactive quizzes and free resources which include Free CV writing pack, free career support and course demo to make your learning experience enriching and more rewarding.
- Learn the concepts of service management.
- Learn how to implement service management approach within an IT enterprise.
- Understand the metrics and measurement used in service management.
- Learn the guiding principles of ITIL Practitioner.
- Learn how to implement organisational change management.
- Learn how to implement effective communication within an organisation.
The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.
- The course is aimed at professionals in IT development
- IT operations managers
- IT service delivery managers
- The course requires that learners have followed the ITIL Foundation training course.
- Individuals who wish to have a detailed understanding of principles of service improvmenet.
At the end of the ITIL Practitioner course you will be required to take a multiple choice question assessment test comprising of 40 questions within 135 minutes duration. The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, open book.
NB : Exam vouchers will be given upon full paymentThe certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.
Once you successfully complete ITIL Practitioner you will be qualified to work in the following positions. The ITIL Practitioner qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com/career-path-planner is given below.
- IT Manager - (average UK yearly salary: £38,754)
- IT Consultant- (average UK yearly salary: £39,977)
- IT Architect - (average UK yearly salary: ££59,270)
- Business Analyst - (average UK yearly salary: £35,762)
- IT Project Manager - (average UK yearly salary: £42,074)
- IT Team Leader - (average UK yearly salary: £35,710)
- Written and designed by the industry’s finest expert instructors with over 15 years of experience
- Repeat and rewind all your lectures and enjoy a personalised learning experience
- Gain access to quality video tutorials
- Unlimited 12 months access from anywhere, anytime
- Save time and money on travel
- Learn at your convenience and leisure
- Eligible for TOTUM discount card
- Free Career Support Service
- 25% Discount on personal Statement and covering letter writing service
- Free Access to Over 150 courses for 2 days (48 hours)
- Free access to course before you purchase (For selected courses only)
Course Curriculum
| Course Introduction | |||
| Course Introduction Part 1 | 00:00:00 | ||
| Course Introduction Part 2 | 00:00:00 | ||
| Course Introduction Part 3 | 00:00:00 | ||
| ➤ Module 01: Introduction to ITIL Practitioner – VO | |||
| 1.0 Introduction to ITIL Practitioner | |||
| Introduction to ITIL Practitioner Part 1 | 00:00:00 | ||
| Introduction to ITIL Practitioner Part 2 | 00:00:00 | ||
| 2.0 Lesson: Course Introduction | |||
| Course Introduction | 00:00:00 | ||
| Welcome to the Course! | 00:00:00 | ||
| Why Are You Here? | 00:00:00 | ||
| Using Bloom’s Taxonomy | 00:00:00 | ||
| What do you Expect? | 00:00:00 | ||
| Housekeeping Online | 00:00:00 | ||
| Quizzes & Exercises | 00:00:00 | ||
| ITIL Practitioner Exam | 00:00:00 | ||
| Getting Started with an Online Class | 00:00:00 | ||
| Agenda | 00:00:00 | ||
| ➤ Module 02: ITSM and Continual Improvement | |||
| 1.0 ITSM & Continual Improvement | |||
| ITSM & Continual Improvement Part 1 | 00:00:00 | ||
| ITSM & Continual Improvement Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| Terms-to-Know | 00:00:00 | ||
| 2.0 Lesson: Selecting a Management System | |||
| Selecting a Management System | 00:00:00 | ||
| Seeking a Single Management System | 00:00:00 | ||
| Management System | 00:00:00 | ||
| Governance, Management & Compliance | 00:00:00 | ||
| Frameworks & Standards | 00:00:00 | ||
| Service Management Lifecycle | 00:00:00 | ||
| ITIL as a Management System | 00:00:00 | ||
| 3.0 Lesson: Systems Thinking | |||
| Systems Thinking | 00:00:00 | ||
| Disciplines of a Learning Organization | 00:00:00 | ||
| Double Loop Learning | 00:00:00 | ||
| The Iceberg Model | 00:00:00 | ||
| Patterns of a Learning Organization | 00:00:00 | ||
| Structure Influences Behavior | 00:00:00 | ||
| 4.0 Lesson: The 4Ps | |||
| 4Ps in Strategy | 00:00:00 | ||
| 4Ps in Design | 00:00:00 | ||
| 4Ps in Transition | 00:00:00 | ||
| 4Ps in Operation | 00:00:00 | ||
| 4Ps in CSI | 00:00:00 | ||
| 4Ps in Service Management | 00:00:00 | ||
| ITSM Practice Guide | 00:00:00 | ||
| 5.0 Lesson: Communication & Management Systems | |||
| Communication & Management Systems | 00:00:00 | ||
| Fundamentals of Communication | 00:00:00 | ||
| Communication Strategy | 00:00:00 | ||
| Perception | 00:00:00 | ||
| Expectation | 00:00:00 | ||
| Demands | 00:00:00 | ||
| Communication & Information are Different | 00:00:00 | ||
| Communication in Management Systems | 00:00:00 | ||
| 6.0 Lesson: Organizational Capabilities | |||
| Organizational Capabilities | 00:00:00 | ||
| Specialized Organizational Capabilities | 00:00:00 | ||
| Critical Capability Model | 00:00:00 | ||
| Capability of Practice (CoP) | 00:00:00 | ||
| Quality of Practice (QoP) | 00:00:00 | ||
| Value Created & Delivered (VCD) | 00:00:00 | ||
| Critical Capability Model in Action | 00:00:00 | ||
| 7.0 Lesson: Adopt, Adapt & Realize | |||
| Adopt, Adapt & Realize | 00:00:00 | ||
| Darwin & Continual Improvement | 00:00:00 | ||
| Outside-in Continual Improvement | 00:00:00 | ||
| Continual Improvement as a Survival Strategy | 00:00:00 | ||
| Improvement Becomes Core | 00:00:00 | ||
| Outside-In/Continual Improvement Approach | 00:00:00 | ||
| Continual Improvement as a New Normal | 00:00:00 | ||
| Adopt, Adapt & Improve | 00:00:00 | ||
| 8.0 Lesson: Outside-in vs Inside-out Thinking | |||
| Outside-in vs Inside-out Thinking | 00:00:00 | ||
| Inside-out vs Outside-in | 00:00:00 | ||
| Examples of Inside-out | 00:00:00 | ||
| Examples of Outside-in | 00:00:00 | ||
| Outside-in vs Inside-out | 00:00:00 | ||
| Outside-in & the ITIL Practitioner | 00:00:00 | ||
| 9.0 Lesson: Defining a Service | |||
| Defining a Service | 00:00:00 | ||
| Define Service Management | 00:00:00 | ||
| Define Service | 00:00:00 | ||
| Combine Service & Service Management | 00:00:00 | ||
| 10.0 Lesson: Metrics & Measurement | |||
| Metrics & Measurement | 00:00:00 | ||
| Begin with Baselines | 00:00:00 | ||
| Key Measurement Questions | 00:00:00 | ||
| Why Measure | 00:00:00 | ||
| Categories to Measure | 00:00:00 | ||
| 11.0 Lesson: Improvement, the Practitioner & CSI | |||
| Improvement, the Practitioner & CSI | 00:00:00 | ||
| CSI Approach | 00:00:00 | ||
| Vision | 00:00:00 | ||
| Current Position | 00:00:00 | ||
| Desired Position | 00:00:00 | ||
| How to Get to the Desired Position | 00:00:00 | ||
| Measuring Achievement | 00:00:00 | ||
| How to Keep the Momentum Going | 00:00:00 | ||
| 12.0 Lesson: Driving IT Service Management Summary | |||
| Driving IT Service Management Summary | 00:00:00 | ||
| Selecting a Management System | 00:00:00 | ||
| 4Ps in Service Management | 00:00:00 | ||
| Communication & Management Systems | 00:00:00 | ||
| Organizational Capabilities | 00:00:00 | ||
| Adopt, Adapt & Realize | 00:00:00 | ||
| Measurement | 00:00:00 | ||
| Combine Service & Service Management | 00:00:00 | ||
| Improvement, the Practitioner & CSI | 00:00:00 | ||
| Additional Resources for ITSM & Continual Improvement | 00:00:00 | ||
| 13.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 03: Principles and Themes | |||
| 1.0 Principles & Themes | |||
| Principles & Themes Part 1 | 00:00:00 | ||
| Principles & Themes Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| Terms-to-Know | 00:00:00 | ||
| 2.0 Lesson: Principles | |||
| Principles | |||
| Start Where You Are | 00:00:00 | ||
| Focus on Value | 00:00:00 | ||
| Keep It Simple | 00:00:00 | ||
| Be Transparent | 00:00:00 | ||
| Collaborate | 00:00:00 | ||
| Progress Iteratively | 00:00:00 | ||
| Observe Directly | 00:00:00 | ||
| Design for Experience | 00:00:00 | ||
| Work Holistically | 00:00:00 | ||
| 3.0 Lesson: Themes | |||
| Themes | |||
| Change is Constant | 00:00:00 | ||
| Apply Business Value | 00:00:00 | ||
| Change is an Organizational Capability | 00:00:00 | ||
| Make Plans & Monitor Progress | 00:00:00 | ||
| 4.0 Lesson: Principles & Themes in Practice | |||
| Principles & Themes in Practice | |||
| Applied Knowledge Management | 00:00:00 | ||
| Measures & Metrics | 00:00:00 | ||
| Communication | 00:00:00 | ||
| Organizational Change | 00:00:00 | ||
| CSI Approach | 00:00:00 | ||
| 5.0 Lesson: Principles & Themes Summary | |||
| Principles & Themes Summary | 00:00:00 | ||
| Principles | 00:00:00 | ||
| Themes | 00:00:00 | ||
| Principles & Themes in Practice | 00:00:00 | ||
| 6.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 04: Organizational Change Management (OCM) | |||
| 1.0 Organizational Change Management (OCM) | |||
| Organizational Change Management (OCM) Part 1 | 00:00:00 | ||
| Organizational Change Management (OCM) Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| Terms to Know | 00:00:00 | ||
| 2.0 Lesson: Role & Impact of OCM on Improvement | |||
| Role & Impact of OCM on Improvement | |||
| Why OCM | 00:00:00 | ||
| Essentials for Successful Improvement | 00:00:00 | ||
| Impact of OCM | 00:00:00 | ||
| 3.0 Lesson: OCM Activities | |||
| OCM Activities | 00:00:00 | ||
| Key Activities for Effective OCM | 00:00:00 | ||
| Create a Sense of Urgency | 00:00:00 | ||
| Stakeholder Management | 00:00:00 | ||
| Sponsor Management | 00:00:00 | ||
| Communication | 00:00:00 | ||
| Empowerment | 00:00:00 | ||
| Resistance Management | 00:00:00 | ||
| Reinforcement | 00:00:00 | ||
| 4.0 Lesson: OCM & Systems Thinking | |||
| OCM & Systems Thinking | |||
| Knowledge Management | 00:00:00 | ||
| Apply Disciplines of a Learning Organization | 00:00:00 | ||
| Apply Patterns of a Learning Organization | 00:00:00 | ||
| Structure Influences Behavior | 00:00:00 | ||
| Systems Thinking | 00:00:00 | ||
| 5.0 Lesson: OCM Summary | |||
| OCM Summary | 00:00:00 | ||
| Role & Impact of OCM on Improvement | 00:00:00 | ||
| OCM Activities | 00:00:00 | ||
| OCM & Systems Thinking | 00:00:00 | ||
| Additional Resources for OCM | 00:00:00 | ||
| 6.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 05: Effective Communication to Enable CSI | |||
| 1.0 Effective Communication to enable CSI | |||
| Effective Communication to enable CSI Part 1 | 00:00:00 | ||
| Effective Communication to enable CSI Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| 2.0 Lesson: Value, Importance & Benefit of Good Communication | |||
| Value, Importance & Benefit of Good Communication | 00:00:00 | ||
| Fundamentals of Communication | 00:00:00 | ||
| Why Good Communication is Critical | 00:00:00 | ||
| Communication & ITSM | 00:00:00 | ||
| 3.0 Lesson: Principles of Communication | |||
| Principles of Communication | |||
| Communication Is a 2-way Process | 00:00:00 | ||
| We Are All Communicating, All the Time | 00:00:00 | ||
| Timing & Frequency Matter | 00:00:00 | ||
| There Is No Single Right Method | 00:00:00 | ||
| The Message Is in the Medium | 00:00:00 | ||
| 4.0 Lesson: Role of Influence | |||
| Role of Influence | 00:00:00 | ||
| Communication & Influence | 00:00:00 | ||
| 6 Principles of Influence | 00:00:00 | ||
| Communication, Influence & Improvements | 00:00:00 | ||
| 5.0 Lesson: Communication Summary | |||
| Communication Summary | 00:00:00 | ||
| Value, Importance & Benefit of Good Communication | 00:00:00 | ||
| Principles of Communication | 00:00:00 | ||
| Role of Influence as Part of Communication | 00:00:00 | ||
| Additional Resources for Communication | 00:00:00 | ||
| 6.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 06: Use Metrics and Measurement | |||
| 1.0 Use Metrics & Measurement | |||
| Use Metrics & Measurement Part 1 | 00:00:00 | ||
| Use Metrics & Measurement Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| 2.0 Lesson: CSFs, KPIs & Improvement | |||
| CSFs, KPIs & Improvement | 00:00:00 | ||
| Start with the Vision | 00:00:00 | ||
| Vision to Measurement | 00:00:00 | ||
| What Gets Measured Gets Done | 00:00:00 | ||
| Critical Success Factors | 00:00:00 | ||
| How to Determine CSFs | 00:00:00 | ||
| Determine KPIs | 00:00:00 | ||
| Balanced Scorecard | 00:00:00 | ||
| Organizational Cascade | 00:00:00 | ||
| Continual Improvement of Metrics & Measurement | 00:00:00 | ||
| 3.0 Lesson: Analyze CSFs & KPIs in Context | |||
| Analyze CSFs & KPIs in Context | 00:00:00 | ||
| Metric Categories | 00:00:00 | ||
| Technology, Process & Service Metrics | 00:00:00 | ||
| Process Metrics | 00:00:00 | ||
| Leading & Lagging Metrics | 00:00:00 | ||
| Inside-out & Outside-in Metrics | 00:00:00 | ||
| 4.0 Lesson: Assessments | |||
| Assessments | |||
| Assessments Introduction | 00:00:00 | ||
| Assessment Scope | 00:00:00 | ||
| Assessment Criteria & Outputs | 00:00:00 | ||
| 5.0 Lesson: Design a Report | |||
| Design a Report | 00:00:00 | ||
| Reporting | 00:00:00 | ||
| Reports | 00:00:00 | ||
| Improve Report Value | 00:00:00 | ||
| 6.0 Lesson: Use Metrics & Measurement Summary | |||
| Use Metrics & Measurement Summary | 00:00:00 | ||
| Define CSFs & KPIs | 00:00:00 | ||
| Analyze CSFs & KPIs in a given context | 00:00:00 | ||
| Assessments | 00:00:00 | ||
| Design a Report | 00:00:00 | ||
| Additional Resources for Metrics & Measurement | 00:00:00 | ||
| 7.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 07: CSI Approach | |||
| 1.0 CSI Approach | |||
| CSI Approach Part 1 | 00:00:00 | ||
| CSI Approach Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| Terms to Know | 00:00:00 | ||
| 2.0 Lesson: It Depends | |||
| It Depends | |||
| Adopt, Adapt & Improve | 00:00:00 | ||
| Answer to Every ITIL “How To” Question | 00:00:00 | ||
| Elements of “It Depends…” | 00:00:00 | ||
| It Depends & 4Ps in Strategy | 00:00:00 | ||
| 3.0 Lesson: CSI Approach Deconstructed | |||
| CSI Approach Deconstructed | |||
| CSI Approach | 00:00:00 | ||
| Vision | 00:00:00 | ||
| What Is the Vision? | 00:00:00 | ||
| Current Position | 00:00:00 | ||
| Where Are We Now? | 00:00:00 | ||
| Desired Position | 00:00:00 | ||
| Where Do We Want to Be? | 00:00:00 | ||
| How to Get to the Desired Position | 00:00:00 | ||
| How Do We Get There? | 00:00:00 | ||
| Measuring Achievement | 00:00:00 | ||
| Did We Get There? | 00:00:00 | ||
| How to Keep the Momentum Going | 00:00:00 | ||
| How Do We Keep the Momentum Going? | 00:00:00 | ||
| 4.0 Lesson: Goal Question Metric (GQM) Approach Introduction | |||
| Goal Question Metric (GQM) Approach Introduction | 00:00:00 | ||
| Goal Question Metric (GQM) Approach | 00:00:00 | ||
| GQM Relationships | 00:00:00 | ||
| GQM Model Development | 00:00:00 | ||
| GQM By Example | 00:00:00 | ||
| GQM+Strategies | 00:00:00 | ||
| 5.0 Lesson: CSI Approach Summary | |||
| CSI Approach Summary | 00:00:00 | ||
| It Depends | 00:00:00 | ||
| CSI Approach Deconstructed | 00:00:00 | ||
| Applicable Toolkit Items | 00:00:00 | ||
| Goal Questions Metrics (GQM) Introduction | 00:00:00 | ||
| Additional Resources for the CSI Approach | 00:00:00 | ||
| 6.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
| ➤ Module 08: Integrating CSI with ITIL and Beyond | |||
| 1.0 Lesson Integrating CSI with ITIL & Beyond | |||
| Integrating CSI with ITIL & Beyond Part 1 | 00:00:00 | ||
| Integrating CSI with ITIL & Beyond Part 2 | 00:00:00 | ||
| Learning Objectives | 00:00:00 | ||
| 2.0 Lesson: CSI Approach for the ITIL Practitioner | |||
| CSI Approach for the ITIL Practitioner | |||
| CSI Approach | 00:00:00 | ||
| CSI Approach Requires Communication | 00:00:00 | ||
| CSI Approach & OCM | 00:00:00 | ||
| CSI Approach, Metrics & Measurement | 00:00:00 | ||
| 3.0 Lesson: CSI Approach in ITIL | |||
| CSI Approach in ITIL | |||
| CSI Approach | 00:00:00 | ||
| CSI Approach as a GPS | 00:00:00 | ||
| Answer to Every ITIL “How To” Question | 00:00:00 | ||
| Elements of “It Depends…” | 00:00:00 | ||
| The Iceberg Model | 00:00:00 | ||
| Service Management Lifecycle | 00:00:00 | ||
| Adopt, Adapt & Improve | 00:00:00 | ||
| Connect the Dots | 00:00:00 | ||
| GQM Model Development | 00:00:00 | ||
| Outside-in vs Inside-out | 00:00:00 | ||
| Outside-in & the ITIL Practitioner | 00:00:00 | ||
| 4.0 Lesson: CSI Approach, PRINCE2 & RESILIA | |||
| CSI Approach, PRINCE2 & RESILIA | 00:00:00 | ||
| CSI Approach & PRINCE2 | 00:00:00 | ||
| CSI Approach & RESILIA | 00:00:00 | ||
| ITSM as a Management System | 00:00:00 | ||
| GQM By Example | 00:00:00 | ||
| 5.0 Lesson: Integrating CSI with ITIL & Beyond Summary | |||
| Integrating CSI with ITIL & Beyond Summary | 00:00:00 | ||
| CSI Approach for the ITIL Practitioner | 00:00:00 | ||
| CSI Approach in ITIL | 00:00:00 | ||
| CSI Approach, PRINCE2 & RESILIA | 00:00:00 | ||
| 6.0 Lesson: Checkpoint | |||
| Checkpoint | 00:00:00 | ||
| Introduction to Checkpoint Exercises | 00:00:00 | ||
| Review Checkpoint Exercises | 00:00:00 | ||
| Chapter Quiz | 00:00:00 | ||
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