ITIL V3 Practitioner Certification

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Accredited by AXELOS and PeopleCert

The ITIL Practitioner Certification was designed to help IT Service Management Professionals learn how to adopt and adapt ITIL into their organization. The certification requires candidates to hold an ITIL Foundation certificate and it is strongly advised that candidates have worked in the field of IT Service Management for at least one to two years.

If you hold the ITIL Foundation certificate and are ‘ready’ to lead the adopt and adapt improvement initiative, then you are in the right place. The Foundation Certification provides the ‘what’ and ‘why’ of Service Management but really offers no concrete information on the ‘how.’ The Foundation course is focused on the basics of Service Management – the benefits of a process-driven framework to create business value from well-defined, designed, delivered and managed services. The Practitioner extends the best practice information to a methodological level – the ‘how’ of introducing new or changed services (or management practices). Understanding the information that is presented will still need to be ‘adopted and adapted’ to fit the Practitioner’s comfort as well as the needs of the business.

The ITIL Practitioner uses the Continual Service Improvement (CSI) approach as the way to structure your improvement initiatives and it covers three key areas that are critical for your improvement initiatives to be successful. These include: Organizational Change Management, Communication Measurement and Metrics.

ITIL Foundation certificate (2011 or 2007 version or the v2 Certificate with the Foundation Bridge) Read ITIL Practitioner Guidance (this is a separate book that should be purchased as it can be usable during the exam). While not an official prerequisite, we strongly recommend the candidate have 1-2 years of practical experience and/or one or more ITIL Intermediate certificates. The reason is this: there is an assumed contextual understanding of Service Management – beyond the Foundation level—in the course. There is a strong element of ‘doing’ in this course (80% of the course time is in practical exercises); applying the discussed concepts as well as personal knowledge of Service Management to address the exercise (and exam) requirements. Without that personal history, we find most participants will need to spend additional time with the course concepts to be successful.

4 Hours/eLearning

  • Course Introduction: ITIL 2011: Practitioner
  • Exam Tips
  • Introduction
  • Solutions to Exercises 1-3
  • Guiding Principles
  • Solutions to Exercise 4
  • The CSI Approach
  • Solutions to Exercise 5
  • Metrics & Measurements
  • Solutions to Exercise 6
  • Communication
  • Solutions to Exercise 7
  • Organizational Change Management
  • Solutions to Exercise 8

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