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ITIL Practitioner

About the Course

Course Duration: 3 days
Exam Fees Included

Price: £995-£1205

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This ITIL® Practitioner qualification takes an entirely new approach to service management education and training.

It focuses on the “HOW to make service management happen” rather than the detail of “WHAT service management processes do”. The course offers practical guidance on how to “adopt and adapt” the ITIL framework to support your organisation’s business objectives. As such it is the missing link in the ITIL qualification portfolio.

The course addresses the practical issues of: gaining management support, bringing about the cultural change and ensuring that best practice adds real and measurable value to the organisation.

The course consists of lectures, exercises, discussions, examination practice and technique and culminates with the examination. Two-thirds of the content is practical.

Who is it for?

The ITIL Practitioner course would suit candidates working in any IT service management area with a focus on “making IT service management happen”.

Entry Requirements

Candidates must hold the ITIL Foundation Certificate (gained since 2007) or ITIL “Expert” and should have a minimum of three years’ experience of working in a service management role. Students are strongly advised to revise their ITIL Foundation course material before attending this course. The official publication “ITIL Practitioner Guidance” accompanies the qualification and must be studied prior to course attendance

Note: Even though we have scheduled this course over three days it is still a demanding but absorbing course. Students are strongly recommended to avoid evening commitments and/or lengthy daily travel.


The examination is a 40 question multi-choice format.

The exam is “open book” in that the official publication “ITIL Practitioner Guidance” may be used as a reference tool during the exam. Please note that only the official guidance is allowed and this must be free of student annotations and / or notes.

Students will be allowed 2 hour 15 minutes to answer the questions which will be based on five scenarios (case studies). These will be discussed during the course and used for in-course examination practice.

Additional scenario information will be provided at examination time relevant to certain specific questions.

A score of 28 out of 40 (70%) is required to pass.

The exam is paper-based and will be held on the afternoon of day 3 of the course.

Course Objectives

The course addresses the practical issues of: gaining management support, bringing about the cultural change and ensuring that best practice adds real and measurable value to the organisation.

Syllabus – Key points

Taking the principles of “Adopt” and “Adapt” to its heart, ITIL Practitioner develops the Continual Service Improvement (CSI) approach to structure improvement and deployment initiatives.

ITIL Practitioner covers three key areas crucial to the success of any and all improvement initiatives:

  1. Organizational Change Management
  2. Communication
  3. Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

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

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