ITIL® Practitioner

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ITIL® Practitioner

Gain the foundational knowledge and skills for building an efficient IT organization that supports and complements ITIL best practices in this ITIL Practitioner training course. This two-day course will provide you with the foundational knowledge needed to pass the ITIL Practitioner certification exam and three credits towards your ITIL Expert certification.

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  • COURSE TYPE Intermediate
  • DURATION 2 days

You Will Learn How To

The qualification aims to demonstrate that IT Service Management (ITSM) professionals are equipped with essential skills to apply ITIL® concepts in their organization. At the same time, it’s designed to give confidence to managers that the members of their team are ready to initiate and successfully carry out required improvement initiatives.

The new ITIL Practitioner qualification and the accompanying guidance is a response to practitioners’ requests for additional, practical elements to complement the existing ITIL guidance.

While the ITIL Foundation qualification confirms a good understanding of what service management is and introduces all the relevant ITIL concepts and the language, the ‘how’ is addressed only very briefly. ITIL Practitioner comprises key skills for how to start adopting and adapting ITIL within the organization.

Important Course Information


Must hold the ITIL Foundation Certificate

Recommended Experience

Basic IT literacy and around two years of IT experience

Course Preparation

Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.

It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.

Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.

Exam Information

The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via online or at our testing center.

Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification



Module 1: Introduction to ITIL Practitioner

  • A structured implementation approach
  • Key elements of ITIL Practitioner and how they work together
  • Tailoring ITIL for projects of varying size
  • Outlining the key principles

Module 2: Guiding Principles and CSI Approach

Identifying key concepts

  • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
  • Analyzing the importance of each element of a service: value, customer, outcome, cost, risk

Applying the Guiding Principles

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

Executing the CSI Approach

  • Recognizing the main benefits of adopting the approach
  • Breaking down the CSI approach including the outputs
  • Applying CSI tools and techniques to a given context

Module 3: Defining and determining CSFs and KPIs

Defining and determining CSFs and KPIs

  • Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade
  • Analyzing and balancing between the main measurement categories
  • Improving the value of reporting

Building a Current State Assessment Plan

  • Determining goal, scope, and assessment criteria
  • Establishing required outputs and skills

Module 4: Enabling CSI Through Effective Communication

Fostering Effective Communication

  • Recognizing the value, importance, and benefits
  • Defining fundamental communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

Implementing Communication Tools and Techniques

  • Comparing and contrasting the different tools
  • Utilizing to support improvement

Module 5: Organizational Change Management To Support CSI

Defining Purpose, Value, and Challenges

  • Role and impact of OCM
  • OCM activities: sense of urgency, manage stakeholders and sponsors, analyze training needs, dealing with resistance to change, reinforcement to embed the change

Identifying Tools and Techniques to support improvement

  • Sponsor diagram
  • Stakeholder worksheet
  • Stakeholder map
  • RACI matrix

Module 6: Putting ITIL Practitioner into Practice

Applying key concepts

  • CSI approach, metrics, and measurements
  • Communication and OCM

Exam Preparation

  • Practicing with test questions and mock papers
  • Further review of examination case study
  • Completing the necessary APMG paperwork
  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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