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Accredited ITIL® - Practitioner

ITIL® Practitioner5 H 2 M

ITIL® Practitioner is for IT managers and leaders who are seeking guidance on the implementation of an ITIL® based framework and ITIL® based processes.

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Episodes
Episodes
  • Accredited ITIL - Practitioner
    • Intro to ITIL Practitioner
    • Service Definition
    • CSI Approach
    • CSI Approach Part 2
    • CSI Guiding Principles
    • Metrics and Measurements
    • Metrics and Measurements Part 2
    • Organizational Change Management
    • Communication
    • Introduction to Exercises
    • Exam Review Introduction
    • Exam Review
    • Exam Review Part 2

Intro to ITIL Practitioner

14 M

  • Episode Description
  • Transcript

In this show, Cherokee and Jo introduce the upcoming ITIL Practitioner series. Jo explains who this series is intended for and what to expect while prepping for your ITIL Practioner exam.

Welcome to ITProTV. [CROSSTALK] [MUSIC] >> You're watching ITProTV. >> Welcome to your ITIL Practitioner series. I'm your show host, Cherokee Boose. In this episode, we'll really introduce, well, at least Jo will, our ITIL expert, introduce what this series is gonna be all about and what we should come to expect. So, Jo, how's it going? >> I'm absolutely great, how are you, Cherokee? >> I'm just glad you're here, because I certainly can't deliver this information. So I'm really hoping that you'll be able to explain to us what we have to look forward to in the series. >> Okay, well, in the ITIL Practitioner class, the ITIL Practitioner show is unlike any other ITIL show that you have ever watched. It's unlike any class that you've ever undertaken, and it's unlike any qualification in terms of ITIL that you have ever sat. ITIL Practitioner does not fit in with the actual life cycle stream of all of your other ITIL courses. This particular show will look at the implementation of ITIL. So, there is an assumption there and that you have. And in fact, it's a prerequisite you must have completed your ITIL foundation in order to be able to sit the ITIL practitioner test. My recommendation is that you've also completed your MALC as well. In that you have actually gone through your intermediates, and you have attained ITIL expert status. And at that point in time, this is when we look at ITIL practitioner. The practitioner certification is designed for those consultants, those specialists, and those managers who are looking to implement ITIL. Implement either ITIL as a whole or implement maybe one or two processes in ITIL. So it is designed for those experts who understand ITIL completely. You cannot implement unless you understand what you're trying to implement. Which is why even though the prerequisite is just at the foundation level certificate. I would recommend that you have done other intermediates and even MALC before you attempt to implement anything. You cannot implement anything, bearing in mind that you have to adopt ITIL and then adapt it to your environment. You have to understand what you're adopting first. So and as I said, you can't implement anything unless you have a full understanding of it. Now this class, this particular course is completely different to any of the other ITIL shows in its format. The recommendations from Axelos are for the ITIL practitioner that we have around about a 25 to 35% tutor led study experience. The remainder of that, between 65 and 75% is undertaken by exercises. And these are exercises designed to test your ability to be able to implement ITIL and implement any of the processes in ITIL. So, this test can actually test you on any of these processes. Which is why I say, you have to know them. You have to know them like the back of your hand, because your test is going to test you. It's gonna give you a scenario, and it's going to test you on your ability to adapt ITIL in that scenario. So as I've said, you have to be able to adapt ITIL. So you have to know it in order to be able to adapt it. So, as far as this particular show is concerned, with the ITIL Practitioner show, you're not going to find as many hours in our episodes as you have with all of the previous ITIL shows and as you have with all of our intermediates. Because this particular show is focused very much on your downloadable material and on the exercises contained in that downloadable material. Now, as always, with all of our other ITIL shows, we are available as the professionals in the ITIL fora. We're available for you if you have any questions. And in fact, in terms of feedback for your exercises, I would tell you that, yes, definitely come back to us, and we'll be able to advice in any way that we can. Now and I'm gonna talk to you in a moment about the format of the actual study and the format of our examination as well. But what I would tell you is, as I've already told you, we have huge emphasis on the exercises and not so much emphasis on the actual episodes themselves. This means you're going to be doing a lot of work for yourself. Now there's a temptation there, and don't tell me that there isn't because I know there is. >> I know, Jo, I was gonna ask you, is this something that if I feel confident with, I can just skip over the homework and not perform the exercises? >> Absolutely no, the problem with the people that are taking the ITIL Practitioner classes. That sounds negative, doesn't it, saying they've got a problem. But it's really, really easy to assume that you've got enough information, and you know enough about ITIL. And therefore we don't have to take the exercises because it's okay, we know everything. Let me let you into a little secret here. The ITIL practitioner test, to be perfectly honest, the pass rate is not particularly high. And you know what? We see a significant drop in pass rate for ITIL practitioner for those that don't undertake the exercises. The exercises are designed, and they're for a specific reason, and that's why they're there available in the downloadable material. Because they're designed to test your ability to adapt ITIL, given certain situations. And we wanna make sure that you know how to do that, because you're gonna be in a real-world situation, where you have to implement ITIL, where you have to adapt what's in the book. So as I've already said, there's an assumption that you know what's in the book. And all of the intermediate and all of the MALC tests and everything that you've done so far, they will test your theory. What we're gonna test you here in ITIL Practitioner is that you know how to use the theory. And so these exercises are designed to give you certain scenarios and certain situations that test your knowledge of the theory. So no, you can't skip the exercises, Cherokee. >> I had to ask, Jo, I had to ask. >> [LAUGH] All right, so let's take a look then in a little bit more depth at just what's going to happen in this class. And right in front of you right now, you'll see what we call the ITIL Practitioner Book. This is the official ITIL book. Now this is completely up to you, but I'm gonna recommend that you go to your local book retailer, whoever that may be. Online, you can buy it from Axelos if you want to. And you purchase this book. This book is, well, required. I'm gonna be referring to it throughout the actual class itself, but this exam is an open book exam. And when I say open book, I don't mean any of the material that you've got in front of you. I mean this book, right now, that's on the screen, the official ITIL Practitioner Guidance. You can use this during your test. That should give you a little bit of an insight as to exactly what this test entails because there's no other ITIL qualification that's been open book. There's no other ITIL exam that's open book, just this one. So what's in the book? Well, the book contains a tool kit, something that everybody's been asking for, for a long, long time. And the tool kit is literally just a set of templates. I get asked all the time, do you have a template for an SLA? Do you have a template for a CSO register? Do you have a template for a stakeholder worksheet or stakeholder analysis or training needs analysis? Well, we do now. It's in this book, and you can refer to these throughout your test. But more importantly, throughout the case study and throughout your course exercises, you're going to be using this book. And I'm gonna be referring to specific pages in this book throughout our episodes on ITIL Practitioner. >> Jill, where can I find one of these books? >> Well, as I said just a little while ago, any bookstore and any online retailer will be able to sell you these books. You can buy it from the Axelos website. Just remember that the book is produced in the UK. So the prices that you're quoting or that you're going to be quoted are in pounds. And that remains static, but of course, the exchange rate differs. So you're going to see different prices in different places. It's still the same book, it's just been dependent on the exchange rate when whoever that retailer is bought that particular book. That's the only difference. You're gonna have a case study, it's in your downloadable material. This case study is going to be used in your test. And this case study refers to a company called CruiseAlongCars and other organizations, subsidiary and partner organizations, such as the DriveYou.com, etc, okay? So that case study, I'm going to be referring to throughout the class, and I'm also going to be referring to that for your exercises as well. So, as I've already told you, the exam guidelines, or rather, the Axelos guidelines are that we spend between 65 and 75% of our time on exercises. And it mentions here a minimum of 50%, and it is going to be a minimum of 50%. And I've already mentioned that these are designed to emulate real world scenarios, real world experience. It's based on the holistic implementation of all of our ITIL processes. So, it's very imperative that you understand ITIL. In our subsequent episodes, the first episodes that we're going to have in this particular show after this one are really going to be just a recap on foundation, just to help us. So let's take a look then at, well, your expectations in terms of the actual shows themselves. The syllabus, as I've already mentioned, talks about ITIL concepts. It talks about the CSI approach and guiding principles and metrics. We're going to be covering all of these. Now you might think that you've already covered these in your previous sessions, as you've looked at CSI, for instance. Well, you haven't, not at this angle and not to this degree of depth. So Cherokee, when you mention about, I don't need to do the exercise. Yeah, don't be overconfident, because this is not what this is designed to test you. >> I'm not just understanding the theory anymore. I have to know how to implement it at this stage. >> Yeah, what we learnt in all of our other shows is the actual theory itself. And we learned to absorb the theory, and we learned to apply some of the theory. But now, we're learning to adapt a theory. So in our previous episodes, in all of our other shows, we've learned to apply the theory. Now we're learning to adapt to theory. And so we're coming at this from a completely different angle. And then of course, we're going to have some exam prep as well. Here we are, if we look at Blooms Taxonomy, here we are at sort of level four in analyzing and where level four and level five almost as well. That's where we're coming at this from there. So our approach is going to be very much the learning itself, in other words, through our shows and our episodes. But then we're also going to be undertaking the exercises that I've said. And we're going to be learning assessment techniques, and we're going to be taking a mock test. And lastly, really, for this particular introduction, I'm just going to tell you a little bit about your test itself. You have a multiple choice test, exactly the same as all the other ITIL tests. Only this one is actually going to be open book, cuz I've said, the only ITIL test that's open book, and it's two hours and 15 minutes long. That's the longest ITIL test that you've ever had. You're gonna get 40 questions, and these 40 questions are going to be based on the case study. It's exactly the same case study that we are going to be looking at throughout this particular show. It's not a different case study. So I always advise everybody, before they sit their test, get to know your case study. Read it every single night if you need to. Just get to know your case study. You have to get a mark of 28 out of 40 on this test in order to be able to pass. It's multiple choice, it's not complex multiple choice, it's simple multiple choice. You've got one right answer, that's it. There's no points awarded, unlike in our intermediates, where we had a point system. >> Partial credit or something like that? >> That's right, you had a point system based on your best fit answer. Not on this one, you've either got the right answer or the wrong. It's as simple as that, very simple multiple choice. So it's very, very important that you understand how we adapt to ITIL. Now, as I already mentioned, the early prerequisite is for the ITIL foundation. But I would also recommend that you get to know your other ITIL intermediates before sitting a practitioner test. Because you simply cannot implement something if you don't understand what you're implementing. So for now, what I'd like you to do is, I would like you to watch our foundation recap and subsequent episodes. Our next two episodes are going to be a recap of the foundation, just to give you that refresher into all of those processes. And then, we'll then launch into the ITIL practitioner body itself. And in these episodes, we'll be looking at various techniques to actually adapt to ITIL. And then, of course, towards the end of the show, we'll be going over a practice exam. And we'll be reviewing only the answers in that practice exam, and also, I'll be giving you some hints and tips on how to start with the exam as well. >> All right, perfect, Jo, thank you for taking the time to explain that to us. Hope to see you soon. We've got a whole lot of episodes headed your way. But for now, we'll go ahead and sign out. I've been your host, Cherokee Boose. >> And I'm Jo Peacock. >> See you next time here at ITProTV. [MUSIC] >> Thank you for watching ITProTV.

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