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This two-day hands-on ITIL Practitioner certification training program introduces the student to implementation techniques for applying the fundamentals of IT Service Management. Accredited by Peoplecert, 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.  

What You Will Accomplish

The ITIL Practitioner guidance exists specifically to help organizations begin adopting and adapting ITIL practices while providing them specific tools to do the job. You will learn how to use these toosl and templates in a practical way to assess capabilities, plan for organizational change, establish metrics and measures, define business cases, and many more critical activities.

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.
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    Upcoming Events

Please contact Deep Creek Center for information on scheduling a course.
Course Length
 3 days
Credits Earned
 18 PDU credits
3 ITIL credits

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
  • 9Key Principles
  • Themes
  • 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


Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results. 
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