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ITIL Practitioner Support and Restore

Duration: 5 Days

General

This Program informs you about the contents of the ITIL Training Practitioner Release & Control. Apart from a description of its content you will find the daily schedule and the business case we will use for the assignments.

Target group

The Practitioner's Certificate in IT Service Management is intended for those in an IT organisation responsible for the activities that are part of the involved ITIL Service Management processes. The practitioner has to be able to manage, organise and optimise these processes.

Prerequisite knowledge, skills and practical experience

Before attending to this course you must meet the entrance requirements. This is the
only way we can guarantee the training will prepare you properly for the exam.

The requirements are:

• Foundation Certificate in IT Service Management
• Practical experience in the field of the involved ITIL Service Management processes.

Part of the acceptance procedure of this course is an investigation if you can meet these requirements.

Course duration

• 40 hours of training, 40% theory and 60% assignments
• 20 hours of study of the Release and Control theory
  (Depending upon previous familiarity and experience.)
  

Training Groups

The training will take place in groups of 6 to 16 participants. This will stimulate the groups dynamics, necessary for the assignments.
Please read the case before you attend to the course. This will make it easier for you to successfully participate in the assignments.

Course Programme

Course hours - 08:30h – 17:00h

Day – 1

08:30 - Introduction trainer & participants + review Foundation knowledge (headlines of the processes using the presentation “Service Management process flow”)
Short explanation ITIL training possibilities

10:30 - Sheets exam specifications Practitioner R&C

11:00 - Theory regarding the importance of the combination of Configuration Management, Change Management and Release Management

12:15 - Lunch

13:00 - Introduction practical assignment and reading the case study “The Flex Travel Company Ltd (FTC)”

13:30 - Practical assignment based on the case study “The Flex Travel Company Ltd (FTC)” regarding importance of combining the three processes (Practical Assignment 5 communication of the Practitioner role in the organization)

16:00 - Presentation results and feedback

17:00 - Closure

Day-2

08:30 - Summary and Evaluation day-1

09:30 - Theory Configuration Management

11:30 - Practical assignment based on the case study “The Flex Travel Company Ltd (FTC)” regarding Configuration Management (Practical Assignment 4 review of the CMDB and improvement of procedures)

12:30 - Lunch

13:15 Continuation practical assignment based on the case study “The Flex Travel Company Ltd (FTC)” regarding Configuration Management (Practical Assignment 4 review of the CMDB and improvement of procedures)

13:45 - Presentation results assignment 4

14:45 - Feedback + evaluation assignment results

15:15 - Assignment 2, Debate on Change Mgt propositions

17:00 - Closure

Day-3

08:30 - Summary and Evaluation on day-2

09:15 - Feedback on assignment 2

10:15 - Theory Change Management

12:15 - Lunch

13:00 - Relation R&C processes to the other Service Management processes

13:30 - Practical assignment based on the case study “The Flex Travel Company Ltd (FTC)” regarding Change Management (Practical Assignment 1 Change Mgt
activities)

15:00 - Presentation assignment results and feedback

16:00 - Implement Service Management processes, theory

17:00 - Closure

Day-4

08:30 - Summary and Evaluation on day-3

09:30 - Theory Release Management

12:00 - Lunch

12:45 - Practical assignment based on the case study “The Flex Travel Company Ltd (FTC)” regarding Release Management (Practical Assignment 3 planning of a Release)

14:30 - Presentations assignment results and feedback

15:30 - Sample exam 1 + discussion exam answer key

17.00 - Closure

Day-5

08:30 - Summary and Evaluation on day-4

09:15 - Theory about the advantages of a combined approach of the processes

10:15 - Classroom session practical assignment reporting on the results of the training course (Practical Assignment 6 report for the track assessment)

12:00 - Lunch

12:45 - Feedback on assignment

13:15 - Evaluation forms and assessments

14.15 - Sample exam 2

15:30 - Discussion exam answer key + exam tips & tricks

16:30 - Evaluation training course

17:00 - Closure

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