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last update : 08/08/2016

ITIL Practitioner

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Course Description

Whereas ITIL® Foundation focuses on ‘what’ and ‘why’, ITIL® Practitioner shows ‘how’ to start adopting an ITIL® framework and adapt it to day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

ITIL® Practitioner offers practical guidance to support your business objectives, develop the skills needed to apply ITIL® concepts in the organization and ensure business value by delivering fit-for-purpose and fit-for-use services. At the same time, the course and qualification gives confidence to managers that graduates are ready to initiate and successfully carry out required improvement initiatives.

ITIL® Practitioner focuses on the Continual Service Improvement (CSI) approach as a way to structure improvement initiatives. ITIL® Practitioner also covers three key areas crucial to the success of any improvement initiatives:

  • Organizational Change Management;
  • Communication;
  • Measurement and Metrics.

ITIL® Practitioner does not replace any existing ITIL qualifications. It is complementary to, and fits in with, the current ITIL qualifications scheme. ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications.

Course and Learning Objectives

Upon successful completion of the theoretical and examination components related to this certification, graduates can expect to be able to:

  • Use IT Service Management concepts that are important drivers of continual service improvement;
  • Apply ITSM guiding principles in a real-world context;
  • Apply the CSI approach to manage improvements in a given organizational context;
  • Use measurement and metrics to facilitate continual service improvement;
  • Communicate effectively to facilitate continual service improvement;
  • Apply organizational change management to support continual service improvement;




Course Approach

As this is a “Practitioner” course, the focus is on acquiring skills. For that purpose, this course introduces the concept of scenario-based learning with a multimedia case study and modular exercises. It combines lectures, discussions and practical experience to prepare participants for the ITIL® Practitioner certification exam and provides valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.

Course Student Material

Students will receive an ITIL® Practitioner classroom workbook containing all the presentation materials, course notes, case study and sample exams.

Concepts Covered


  • Scenario-based learning;
  • CSI approach;
  • Certification;
  • Getting to know each other.

The Journey

  • Introduction to the scenario;
  • CSI approach: What is the vision? Where are we now?
Organizational Change Management (OCM)
  • Purpose and approaches;
  • Essentials for successful improvement;
  • Implementing successful change;
  • Continual improvement of OCM.

The Desire

  • CSI approach: Where do we want to be?


  • Good communication;
  • Communication principles;
  • Communication techniques;
  • Types of communication.


  • CSI approach: How do we get there?

Measurement and Metrics

  • Measurement and Metrics in CSI;
  • Cascades and Hierarchies;
  • Metrics categories;
  • Assessments;
  • Reporting.

Check, Control, and Redirect

  • CSI approach: Did we get there?

Stay Tuned

  • CSI approach: How do we keep the momentum?

Guiding Principles

  • Guiding principles;
  • Applying the guiding principle.

Exam Preparation

  • Mock exam exercise.

Target Audience

IT professionals, IT support staff, application engineers, project and business managers, any member of an IT team involved in the delivery of IT services.


To take the ITIL® Practitioner exam, individuals must hold a valid ITIL Foundation certificate.

About the Exam

The examination takes 1 hour and 45 minutes. It is open book, so you are allowed to use the ITIL® Practitioner Guidance publication for reference during the exam. Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the exam and be awarded certification.


ITIL Practitioner is worth three credits towards the ITIL Expert qualification. It is also worth 15 points towards your ITIL digital badge in the Professional Development Program. Upon successfully obtaining the ITIL Practitioner certificate, graduates officially earn 14 Professional Development Units (PDUs).

Reference Materials

It is recommended to use ITIL® Practitioner Guidance (ISBN: 9780113314874) for reference. This guidance can also be used in the open-book exam. The exam is also based on various elements of the ITIL core material from the Planning to Implement Service Management publication.


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