ITIL® Practitioner Training| Pentagon Training

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Introduction
Course Details
Course Content
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A Quick Glance

Build a career in service management to get more success and opportunities in future projects
Get essential skills needed to apply ITIL® in the organisation
PeopleCert accredits all ITIL® courses of Pentagon
Delivered by certified instructors in luxury venues
Courses are delivered in various modes like classroom, online and on-site according to the comfort of the customers

As the dependency on IT services increased, a method was needed using which the IT operations can be handled. To solve this, ITIL® (Information Technology Infrastructure Library) was introduced that focuses on aligning IT services with the needs of the business. ITIL® is most commonly used the framework to manage IT services. It provides a structure to manage and deliver different services for consistent and better user experience. In ITIL® Practitioner course, learn to implement various concepts and terminologies learnt in ITIL® Foundation. ITIL® Practitioner Certification is designed to successfully implement service improvements based on the ITIL® philosophy of “adopt and adapt”.

Pentagon Training’s ITIL® Practitioner training provides a comprehensive understanding of the ITIL® framework to meet requirements of the organisation by using continual service improvement approach.

Who should take this course

Target Audience

ITIL® Practitioner is best suited for the following audience:

IT professionals who want to have details understanding of the principles of service improvement
Those who hold ITIL® Foundation Certificate can enrol for this course
The professionals who are involved in IT development, IT operations, and IT service management

Prerequisites

The professionals who want to attend this course must hold ITIL® Foundation certificate with them. Having some prior experience in this sector can be beneficial for the candidates.

Learn to use IT Service Management concepts that are key drivers of continual service improvement
Apply the ITSM guiding principles in context of real world
Determine how to use metrics and measurement for enabling continual service improvement
Learn how to communicate effectively with team members involved in the team
Apply organisation change management to support continual service improvement
Get to know about various tips and tricks needed to clear the ITIL® Practitioner exam by our trainer
Apply CSI approach for managing process improvements in a given organisational context

Determine the use of various measurement tools and techniques for continual service management within the organisation

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Pentagon Training introduces ITIL® Practitioner course that helps the delegates to apply and understand ‘how’ to use the guidance of ITIL® for delivering service improvement within the organisation. This course focuses on the practical application of the concepts and principles that are used in ITIL® Foundation. Our courses are delivered by experienced and certified trainers who have extensive experience in their domain. The intent of the course is to make the concepts and terminologies clear by giving real world examples. Pentagon Training provides many training options like online, on-site and classroom. You can choose the program according to your comfort or requirement. We guarantee you that our study material will be latest and is delivered through instructor who is certified in that particular domain.

ITIL® Practitioner course focuses mainly on following topics:

Service Management concepts
Service improvement approach
Guiding principles
Change Management in organisation
Metrics and Measurements
Communication and its effects
Tricks for passing ITIL Practitioner exam

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 40 Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates to get a deep understanding of the subject.

The exam will be of 135 minutes and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query you can contact our help and support team anytime.

Course Content

Introduction to Service Management

Key concepts and terminologies
“Adopt” and “Adapt”
Costs and risks involved
Guiding Principles
- Focus on value
- Design for experience
- Start where you are
- Work holistically
- Progress iteratively
- Observe directly
- Be transparent
- Collaborate
- Keep it simple

Service Management Approach

Define Vision
Scope and Terminology
Current situation of organisation and objective
Results or outcomes
Maintaining good work

Change Management in organisation

Define Change Management
Benefits of Change Management
Resistance sources
People transition
Management of Stakeholders
Management of sponsors
Managing resistance
Reinforcement

Metrics and Measurements

CSFs and KPIs
Different tools required
Metric cascades and hierarchies
Categories of Metric

Overview of Communication

Introduction to communication
Modes of communication
Benefits and Limitations
Good and Bad communication
Effects of Bad communication
Good communication and its benefits
Principles of communication
Types of communication

ITIL® Practitioner Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Jersey

Jersey officially the Bailiwick of Jersey is a Crown Dependency of the United Kingdom located near the coast of Normandy, France. Jersey was part of the Duchy of Normandy, whose Dukes went on to become kings of England from 1066. When Normandy was defeated in the 13th century by the Kings of England, and the title of ducal surrendered to France, Jersey and the other Channel Islands remained attached to the crown of English.

Origin of the name

The Channel Islands are mentioned in the Antonine Itinerary as the following: Andium, Sarnia, Caesarea, Silia, and Barsa, but Jersey cannot be identified specifically because none corresponds directly to the present names.The name Caesarea has been used as the Latin name for Jersey (in French Césarée) since William Camden's Britannia and is used in titles of associations and institutions today.

History of Jersey is influenced by its tactical location between France’s north coast and the England’s south coast; the island's recorded history extends over several years. There is a Palaeolithic site known as La Cotte de St Brelade that was occupied before rising sea levels; it turned Jersey into an island. Jersey was a centre of all Neolithic activities, as it is proven by the concentration of dolmens.

Politics

The States building in St. Helier

Jersey has a unicameral legislature of the States of Jersey. It includes 51 elected members: 10 senators (elected on an island-wide basis), 12 Connétables (also called as 'constables', heads of parishes) and 29 deputies (representing constituencies), all elected for four-year terms as from the October 2011 elections. There are five nonvoting members appointed by the Crown: the Bailiff, the Dean of Jersey, the Attorney General, the Lieutenant Governor of Jersey, and Solicitor General.

International identity

In 2007, the UK Lord Chancellor and the Chief Minister signed an agreement that established a framework for the development of the international identity of Jersey.

In 2011, the Chief Minister selected one of his assistant ministers to take responsibility for external relations; presently he is known as the island's 'foreign minister'.