ITIL Practitioner

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Course Description

This two-day hands-on ITIL 2011 Practitioner certification training program introduces the student to implementation techniques for applying the fundamentals of IT Service Management. Accredited by ACQUIROS, the course helps students prepare for the ITIL Practitioner certification exam along with acquiring detailed tools and templates and practical experience in planning and executing an improvement approach to implementing ITSM in their organizations. All Deep Creek instructors have extensive practical experience in consulting, mentoring, and direct implementation of ITSM processes and tools for enterprise organizations. This course features lectures, discussion, team exercises and quizzes. It culminates with an optional certification examination.

Who Should Attend?

This course is suitable for all IT Management and Staff who need to understand the Service Lifecycle and their role in provisioning quality services for their customers.

Course Outline

  • Driving IT Service Management
  • Selecting Management Systems
  • Intro to Systems Thinking
  • Using the 4 Ps of Strategy
  • Communications and Management Systems
  • Organizational Capabilities
  • Adoption and Adaptation
  • Analyzing the Definition of Service
  • Improvement and CSI

Applying Guiding Principles
9 Key Principles
Principles and Themes in Practice

Use Metrics and Measurement
Define CSFs
Determine KPIs
Analyze CSFs and KPIs in Context
Define Current State
Design a Report
Apply Metrics Knowledge to the Plan
Implement Improvements

Communications to Enable CSI
Value of Good Communications
The Basis of Influence
Communications Principles
Tools and Techniques
Apply to Plan and Implement Improvements
Apply Principles of Influence

Apply Organizational Change Management (OCM)
Role of Knowledge Management in OCM
Purpose and Value of OCM Activities
Tools and Techniques
Apply OCM Knowledge and Implement Improvements

How do we do it?
CSI Approach
Goal Question Metric
Tools and Techniques
Apply CSI Holistically


ITIL Foundations certification is required. Many students will take this course immediately upon completion of ITIL Foundations, which is entirely appropriate. The ITIL Practitioner certification is fundamentally different than other ITIL credentials with an explicit ‘how-to’ approach. This course is appropriate and strongly recommended as well for students who have already completed ITIL Intermediate certifications, or even ITIL Expert, due to the fundamentally different approach.


An optional 105 minute 40 question, open book senario-based multiple choice examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS.

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned

3 ITIL Expert Credits
18 PDU Credits

Related Courses

ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
ITIL Certification – Service Capability – Operational Support & Analysis (OSA)
ITIL Certification – Service Capability – Release, Control & Validation (RCV)
ITIL Certification – Service Capability – Service offerings & Agreements (SOA)
ITIL Certification – Service Capability – Planning, Protection & Optimization (PPO)
ITIL Certification – Managing Across the Lifecycle

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on “Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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