ITIL® Online 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 Training
Delivered by certified instructors
Courses are delivered in various modes like classroom, online and on-site according to the comfort of the customers

With increased dependency on IT services, 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® Online Practitioner course, various concepts and terminologies that are learnt in ITIL® Foundation can be implemented. ITIL® Online Practitioner certification is designed to successfully implement service improvements based on the ITIL® philosophy of “adopt and adapt”.

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

Who should take this course

ITIL® Online 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® Online 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

Key Learning Points

Tutor Support

Certificate

Course Overview

Pentagon Training introduces ITIL® Online 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 various training options like online, on-site and classroom. You can choose the program according to your comfort or requirement. In this online course, you will learn to address the challenges that you face in IT Service Management Improvement Initiatives (ITSM). We guarantee you that our study material will be latest and is delivered through instructor who is certified in that particular domain.

ITIL®Online 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

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

What’s Included	Platinum	Gold	Silver	Bronze
Fully Accredited Course by PeopleCert
Interactive Training
24/7 Access from Anywhere
Mobile and Device Compatible
Technical and Admin Support
Personal Performance Tool
Discussion Forums
Certificate of Completion
Mock Exams and Questions
Case Studies
Global Live Sessions
Expert Tutor Support
Flexible Exam Process
ITIL® Practitioner Exam
Walk-In Clinics
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