This webinar provided an overview of the new ITIL Practitioner qualification. It discussed the structure of the ITIL Practitioner book, course, and exam. The book covers guiding principles, the CSI approach, metrics and measurement, communication, and organizational change management. The two-day course applies the book's content through exercises. The open book exam consists of 40 multiple choice questions based on a scenario. The qualification is intended for IT professionals looking to adopt and adapt ITIL in their work through skills like metrics and change management.

1. THE NEW ITIL PRACTITIONER QUALIFICATION
W E B I N A R M A R C H 2 0 1 6 b y P A U L W I G Z E L
ITIL®
Practitioner
www.ilxgroup.com

2. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Housekeeping Note

3. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Presenter Profile
Paul Wigzel
• ITIL Expert and PRINCE2 Practitioner
• UK Based but travels worldwide
• One of the first ITIL experts
• Author and consultant for ILX

4. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Purpose of this Webinar
Overview of ITIL Practitioner Book & Qualification
• Structure of the Book
• Structure of the Course
• Structure of the Exam
• What to expect?
• Who is this for?

5. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Axelos Global Best Practice
“The qualification has been developed for ITSM professionals
who have an understanding of the ITIL framework but who
need advice on how to adopt and adapt it within their day-to-
day work practices. By utilising core skills such as metrics and
measurement, communication, and organizational change management, by
adhering to guiding principles of ITSM, and by following the
CSI approach, we believe that practitioners will have everything they need to
take on the challenges of their profession.”
Abid Ismail CEO, Axelos

6. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
So What’s in it?
Book chapters
• Introduction
• Guiding Principles
• The CSI approach
• Metrics & Measurement
• Communication
• Organizational Change Management
• The Toolkit
Yes, there are actually tools and templates to use!

7. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Using ITIL – Adapt and Adopt
Explaining the concept of adopting a service-orientated and customer-focused
culture with the adaption of best practices
Understanding service
Definitions: Service, customer, service provider, value, outcomes, cost and risks
Delivery models
SIAM (Service Integration And Management) is a capability building upon the
ITIL framework enabling multiple service providers to deliver a consistent and
efficient set od services or goods
Service management versus IT service management
Finally a recognition that ITIL is not just about IT and that the future is Service
management – the delivery of services whether they are based around IT or not.
Introduction

8. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
• Focus on Value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple
Guiding Principles

9. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Focus on Value
If it’s not delivering value to the Customer or Organisation – Why do it?
Design for experience
Constantly consider the Customer/User experience
Start where you are
Resist the temptation to start from scratch: What do you do ok now?
Work holistically
No service or components stand alone… Strength is in the whole
Progress iteratively
Don’t try to eat the elephant all in one go, work iteratively
Guiding Principles

10. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Observe directly
To really know what is going on, go directly to the source, avoiding
assumptions
Be transparent
The more people are aware of what is happening the less they obstruct
Collaborate
The right people in the right ways, gains better buy-in and better
likelihood of long term success
Keep it simple
KISS Principle – Seems obvious but is frequently ignored. If the
process, service or metric produces no useful outcome – bin it!
Guiding Principles

11. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
The CSI Approach
What is the vision?
Where do we want
to be?
How do we get
there?
Did we get there?
Where are we now?
How do we keep
the momentum going?
Service & process
improvement
Measurable
targets
Baseline
assessments
Measurements &
metrics
Business vision,
mission, goals and
objectives

12. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
• What is measurement for
• CSFs and KPIs
• Metrics hierarchies and the measurement cascade
• Metric categories
• Assessments
• Reporting
• CSI of metrics and measurements
Measurements

13. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
What is measurement for
Measurements

14. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
What is a CSF & KPI
Finally there is a clear explanation of CSFs
and KPIs!
Metric Categories
As well as the technology, service and
process metrics the Practitioner book moves
into leading and trailing metrics, outside-in
and inside-out.
Assessment & Report
Clear advice on assessment and reporting,
with examples and templates in section 7.
Measurements

15. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Measurements
Metrics
hierarchies & the
measurement
cascade

16. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Communication
Communication principles
Communication is a two way
process, we are all
communicating, all the time,
timing and frequency matter,
There is no single method of
communicating that works,
the message is in the
medium
Communication techniques
Planning and various types of
communication

17. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Organizational Change Management
Essentials for Successful Improvement
Leadership, right participants
Clear Roles & Responsibilities
RACI
OCM and ITIL Change Management
Defining the differences
The Impact of OCM
Resistance is normal, Section 7 has a couple of assessment
templates to help identify this
Understanding People through Change
The change curve and the emotional responses to change
Key Activities
J.P.Kotters eight steps to transformational change

18. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
And NOW THE BIG THING!
The Toolkit, templates for:
The CSI Register Benefits Realization Review
Orientation worksheet CSF/KPI worksheet
Assessment planning worksheet Workshop and meeting action plan
Communications campaign checklist Meeting notes template
Business case worksheet Communications success worksheet
Stakeholder analysis worksheet Sponsor road map
Resistance management plan Stakeholder communication plan
KPI balance checklist Report worksheet

19. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
The Practitioner Course

20. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
The Practitioner Course
• TWO days in length
• Most likely to follow on from a Foundation
course
• Focus on the Practical Application
• ILX Course designed to flexible throughout
 Public courses primarily utilise a fictitious
company for practical exercises
 Private course may use their real
organisation
 Uses, and focuses upon the book
• Examination at the end of second day

21. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
T h e P r a c t i t i o n e r E x a m

22. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
The Examination
• 90 minutes long
• OPEN BOOK
• Same rules for the book as PRINCE2
• 40 multiple choice questions
• ALL scenario based
• Same scenario as sample paper
• 28 to pass (70%)
• Examination at the end of second day

23. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
S o w h a t s h o u l d
a n a t t e n d e e e x p e c t ?

24. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
What to Expect
• One and half days of learning
• A few hours in the evening of ‘homework’
• The Practitioner book
• An interactive, practically based delivery
• A tricky exam
• An opportunity to ask questions
• The opportunity to develop a life-long effective
skill set

25. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
T h e P r a c t i t i o n e r C o u r s e
– W h o i s t h i s r e a l l y f o r ?

26. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Who is this for?
Obvious answer is anyone…
Truthfully:
 Those wishing to do, not manage
 Those not seeking to achieve ‘Expert’ status as yet
 Those not looking to implement but improve
 Those looking to implement but know there is
some resistance
 Those looking to build on their foundation
qualification but not ‘specialise’
 Those wishing to understand ITIL from a practical
perspective rather than theoretical

27. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Courses available at ILX Group
ITIL Foundation
E-learning Course £315 w/out Exam (12 Months Online
License) + Exam £150 + ITIL Foundation handbook £15
Classroom Course from £655 with Exam (3 days, delegates
sit the ITIL Exam on the final day)
Classroom courses are available in Birmingham, Bristol,
Leeds and Nantwich (Cheshire)
ITIL Practitioner
Classroom Course From £935 (2 days with Exam &
Manual) London, April 21
ITIL Foundation & Practitioner
Blended Learning from £1295 (12 months online license +
2 Days Workshop + Exam + Manual)
IT Infrastructure Library® is a registered trade mark of AXELOS Limited. AXELOS® is a registered trade mark of AXELOS Limited.
NEW

28. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
Exclusive Webinar Offer
If you are ITL Foundation qualified
Book your ITIL Practitioner course and we will give you
15% discount
If you are NOT ITIL qualified
Book your ITIL Practitioner course and we will give you
the ITIL Foundation e-learning for FREE
Book your course visiting our website ilxgroup.com using the promo code
CW15ITPMARCH2016
Give us a call on
+44 (0) 1270 611 600
or send an email to
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CORPORATE ENQUIRIES ben.green@ilxgroup.com
OFFER
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29. I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6
ARE THERE
ANY QUESTIONS?

30. I L X G r o u p
4 t h F l o o r, F e t t e r L a n e
L o n d o n E C 4 A 1 B W
P h o n e : + 4 4 2 0 7 3 7 1 4 4 4 4
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