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ITIL® Practitioner with Grab@Pizza Business Simulation (ITILP-G@P)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Course Duration: 4 Days

In supporting the modern business, organizations need to effectively manage and run IT services, processes and functions. This course is a four-day hybrid course that combines the experiential learning of the acclaimed Business Simulation “Grab@Pizza” with the interactive instructor-led training that enables the candidate to attain the relevant skills to apply ITIL best practices in the organization confidently and successfully.

It is imperative to acknowledge that understanding ITIL guidance alone does not guarantee the success of IT Service Management (ITSM) initiatives. This hybrid course builds on the “what” and “how” learnt in ITIL Foundation and brings the real-life appreciation and application of improvement in an organizational context to another level. 

The Grab@Pizza business simulation, facilitated by accredited trainers will further cement the concept of “Adopt-and-Adapt” by applying ITSM concepts to real business scenarios. While adopting a company role with specific tasks, roles and responsibilities, participants will learn to function as a team to make improvement decisions based on business value and produce tangible results within a challenging but realistic simulated environment. Played over several rounds, all participants will observe and experience Business-IT Alignment in action and realize the organizational goals through carefully considered improvements.

The instructor-led ITIL Practitioner component of the course equip participants with the academic know-how to identify, implement and strategize ITSM improvement in the organization. Coupled with deeper insights into the various tools explored during the course in managing stakeholders, managing organizational change, effective use of communication and using measurements to guide improvements make this a very practical guidance for all ITSM professionals.

Candidates will receive the “ITIL® Practitioner Guidance” publication which incorporates various references from existing ITSM and ITIL publications, worksheets, case studies, tips and recommended further reading to enhance the training experience and available to use in the candidate’s respective organization.

At the end of the course, candidates may sit for the ITIL Practitioner examination. The ITIL Practitioner certificate is awarded to candidates passing the examination. 

Click HERE for the ITIL Practitioner Infographic

Who Should Attend

This is an advanced course intended for practitioners who are instrumental in implementing or improving ITSM processes and capabilities in their organization. Candidates who are performing the under-mentioned roles are ideally suited for this course. 

  • IT Manager/Director
  • Project Manager/Director
  • Process Owner/Manager
  • Service Owner/Manager
  • Quality Assurance
  • Service Management professionals
  • IT and Business Analysts
  • Change Agent or Catalyst

Course Certifications

This course is part of the following Certifications:


The ITIL Foundation Certificate in IT Service Management is a prerequisite prior to sitting the ITIL Practitioner examination.  Candidates are strongly recommended to read the Official ITIL Practitioner Guidance prior to attending the course

Course Objectives

This course delves deeper into the implementation of ITIL practices in the specific context of the organization. By the end of this course, the participants will achieve the following learning outcomes:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement
  • Be able to apply the ITSM guiding principles in real-world context
  • Be able to apply he CSI approach to manage improvements in a given organizational context
  • Be able to use metrics and measurement to enable continual service improvement
  • Be able to communicate effectively to enable continual service improvement
  • Be able to apply organizational change management to support continual service improvement

Course Content

1. Grab@Pizza Business Simulation

  • Experience Business-IT Alignment in action
  • Identify, prioritize and execute improvements to realize business value
  • Justify and prioritize IT investments in support of business goals
  • Optimize IT costs in the delivery of essential services to business
  • Translate business requirements into optimizing IT services
  • Respond to business demand and managing changes to realize benefits while managing costs and risk

2. IT Service Management concepts and driver of CSI

  • Applying “Adopt-and-Adapt” concept to using ITIL guidance
  • Understanding Value, Outcomes, Cost and Risk in the context of a service

3. ITSM guiding principles in planning and implementing improvements

4. Continual Service Improvement approach

  • Understand the purpose and outputs at each step of the approach
  • Use tools and techniques such as the Orientation Worksheet, Benefits Realization Review Template and CSI Register successfully in a given context

5. Critical Success Factors and Key Performance Indicators in the improvement approach including 

  • Balanced Scorecard
  • Organization Cascade

6. Analyze CSFs and KPIs for balance in the four under-mentioned categories

  • Technology, Process, Service
  • Progress, Compliance, Effectiveness, Efficiency
  • Leading, Trailing
  • Inside-Out, Outside-In

7. Designing an effective report

8. Communication Principles

9. Communication Tools and Techniques

  • Workshop and meeting action plan
  • Meeting notes template
  • Stakeholder communication plan
  • Business Case

10. Organizational Change Management Activities

11. Organizational Change Management Tools and Techniques to support improvement

  • Sponsor diagram
  • Stakeholder analysis worksheet
  • Stakeholder map
  • RACI Matrix

12. Exam Preparation


Course ID: ITILP-G@P

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