ITILPRACT - ITIL® Practitioner

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;
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.

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

Detailed Class Syllabus


Scenario-based learning
CSI approach
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

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