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Course Details

Days: 2
Course Code: ITILP

Target Audience
This course is aimed at all levels of IT service professionals and also to those individuals who need to have the key skills to be able to begin to know ‘how’ to adopt and adapt ITIL in their organisation.

This 2 day course, designed by QA’s industry leading service management experts, is fully accredited by the BCS and provides you with a thorough understanding of the latest ITIL Practitioner Guidance on ‘how’ to start to adopt and adapt ITIL best practice successfully in your organisation. The course is designed to take you beyond your existing Foundation level understanding of the ITIL framework, and provides a toolkit and guidance to allow you to become a confident ITIL Practitioner. By working with world-class organisations, we are uniquely able to bring you a course that will give you the best opportunity to develop your service management career and enable you to have the essential skills to apply ITIL in your organisation. Although ITIL Foundation is a pre-requisite for ITIL Practitioner, ITIL Practitioner will not be a pre-requisite for the ITIL Intermediate qualifications or ITIL Advanced courses. Delivered by fully accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses case studies and accelerated learning techniques to ensure that theory is embedded and you feel confident in the practical application of ITIL.


Module – Introduction
Apply the concept of ‘Adopt and Adapt’ when using ITIL guidance in a given context.
Module – ITSM Guiding Principles
Apply the ITSM guiding principles in a given context when planning and implementing service improvements

  • Focus on value
  • Design for Experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Module – CSI Approach and measuring improvement
Describe the purpose and main outputs of each step of the CSI Approach. Use the CSI Approach tools and techniques successfully in a given specific context:

  • Orientation Worksheet
  • Benefits Realization Review Template
  • CSI Registers

Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM) and define critical success factors (CSFs) using a relevant hierarchical approach

  • ITIL Vision to Measurement
  • Balanced scorecard
  • Organizational cascade

Determine key performance indicators (KPIs) to underpin a critical success factor. Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories

  • Technology, process, service
  • Progress, compliance, effectiveness, efficiency
  • Leading, trailing
  • Inside-out, outside-in

Define a current state assessment plan in a given context

  • Goal
  • Scope
  • Assessment Criteria
  • Required Outputs
  • Available resources and skills

Module – Communication
Explain the nature, value, importance and benefits of good communication and understand communication principles

  • Communication is a two way process
  • We’re communicating all the time
  • Timing and frequency matter
  • There is no single correct method
  • The message is in the medium

Use relevant communication tools and techniques to support improvement in a given context

  • Stakeholder communication plan
  • Business Case

Module – Organisational Change Management (OCM)
Explain the role and impact of OCM in successful improvement and understand the purpose and value of OCM activities

  • Create a sense of urgency
  • Manage stakeholders
  • Manage sponsors
  • Analyse training needs
  • Manage resistance to change
  • Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context

  • Sponsor diagram
  • Stakeholder worksheet
  • Stakeholder Map
  • RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles


  • ITIL Foundation Certificate in IT Service Management (V3 or 2011)
  • ITIL v2 Foundation Certificate AND v2 to v3 Foundation Bridge Exam

Essential Prerequistites:

Proof of prerequisites must be sent to hello@ate.enterprises no later than 5 working days prior to the start of the event. This evidence MUST be reproduced on the day of the exam to the trainer. When submitting evidence to hello@ate.enterprises, please include your booking reference number which can be found on your Joining Instructions.

Pre Course Reading:
Delegates will be provided with pre-course reading prior to attending the course by email. Success on the course will be enhanced by close attention to the pre-reading materials. It is recommended that delegates spend 2 hours working through the pre-reading. If you have not received your pre-reading material within one week of the start of your course, please contact hello@ate.enterprises or call 01400 567 567

ITIL® is a registered trade mark of AXELOS.