ITIL® Practitioner

Maven Training’s ITIL® Practitioner training is ideal for most of the service managers in the organization who focuses on the practical application of the concepts and principles introduced in ITIL®Foundation. The delegate can build a career in service management for getting more success and opportunities in future projects. Get essential skills needed to apply ITIL® in the organization. Our courses are delivered by highly qualified and certified trainers who have extensive experience in their domain. The aim of the trainer is to make the concepts and terminologies clear by giving real world examples.

Our training program includes classroom, online, on-site and virtual classroom courses. One can choose the program according to their requirement or comfort. We assure that the training is based on the latest study material and is delivered through the instructor who is certified in that particular domain.

What is ITIL?

ITIL is most commonly used and worldwide accepted framework for managing IT services. It provides a structure using which one can manage and deliver different services to have a consistent user experience. Many international organizations like IBM, Microsoft, Caterpillar, etc. have benefited from the implementation of ITIL in their IT service management and have enhanced the productivity. It helps the organizations to achieve good quality services and overcome the difficulties that come in the way of development of effective IT systems.

With ITIL Service Lifecycle Framework, one can help an organization to transform and adapt to the changing economic climate and the marketplace. It helps in implementation of further improvements for achieving higher levels of business performance.

Exam:

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 40 Multiple Choice Questions (MCQ’s). Four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed for next questions. One will need to have 70 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.

Generally, the exam is 2 hrs and 15 minutes and one needs to complete all questions within this time period only. And this would be an open book exam. 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 other languages by consulting our trainer. Selection of language depends upon the comfort of the trainer. All other details regarding exams will be provided during the training by our experts.

Service Management

• Key concepts
• 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
• Current situation of organisation and objective
• Results or outcomes
• Maintaining good work
• Change Management in organisation
• Define Change Management
• Resistance sources
• People transition
• Management of Stakeholders
• Management of sponsors
• Managing resistance
• Reinforcement

Metrics and Measurements

• CSFs and KPIs
• Metric cascades and hierarchies
• Categories of Metric

Communication

• Introduction to communication
• Effects of poor communication
• Good communication and its benefits
• Principles of communication
• Types of communication