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.

Student Testimonials

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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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