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What Will I Learn?

Learn the concepts of service management.
Learn how to implement service management approach within an organisation.
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

Overview

The ITIL® Practitioner is comprehensive course designed to help individuals implement service improvements within an organisation. The course is practical and will give learners insight into the ITIL philosophy and guiding principles. Learner will gain knowledge in service improvement approach, organisational change management and metrics and measurement.  It is a hands-on course that offers individuals first-hand knowledge on new competencies based on metrics and change management. The course aims to make individuals understand the effectiveness of providing outstanding customer service satisfaction.

The ITIL® Practitioner course takes on a comprehensive approach to enable organisations to improve their services and align them with their business goals and requirements.

The ITIL® Practitioner course is aimed at enabling individuals who are qualified in this course to in turn help their organisations achieve business goals.  The ITL 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. It is a globally recognised course and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Orientation course. 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.

Why study at Global Edulink?

Global Edulink offers 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 an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Access Duration 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.
Who is this Course aimed at?
  • The course is aimed at professionals in IT development
  • IT operations managers
  • IT service delivery managers
Entry Requirements The course requires that learners have followed the ITIL Foundation training course.
Method of Assessment 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.If it is an official exam you will have to purchase it separately on the relevant website.
Certification Those who successfully complete the exam will be awarded the certificate in ITIL® Practitioner.
Awarding Body The 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.
Progression and Career Path 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 is given below.

  • IT Manager
  • IT Consultant
  • IT Architect 
  • Business Analyst
  • IT Project Manager
  • IT Team Leader

Other Benefits

  • 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
  • Quizzes, tests mock exams, practice exams to ensure you are 100% ready
  • Eligible for a NUS 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)

 

Common Career Paths For IT Manager
  

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 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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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 00:00:00
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
PRIVATE
PRIVATE COURSE

  • 365 Days
  • Course Certificate
  • Awarded by 'ITIL'
  • 08Guided Learning Hours
  • Course Material
  • 08Number of Modules
  • Official Exam

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