ITIL® Practitioner

Course Fact Sheet v1.2– ITIL®

3 Credits in the ITIL Qualification Scheme

This 2- day course offers practical guidance for professionals on how to adopt and adapt ITIL for their organization. ITIL Practitioner is the next logical step for individuals who have earned the ITIL Foundation certificate and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL practitioner will focus on the ‘how’.

This immersive case study driven course is developed by practitioners for practitioners! In the course of two days individuals, teams, and organizations learn to address the challenges that are faced by teams and organizations in their IT service management improvement initiatives while adopting and adapting ITIL.

The course is packed with interactive assignments, tools, checklists, and guidance on how to make the improvement changes happen. You will learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps you practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your improvement journey.

Learning Objectives

Individuals certified at this level will have demonstrated the following:

§Understand the ITSM concepts that are important drivers of Continual Service Improvement (CSI)

§Able to apply the ITSM guidance principles in a real-world context

§Able to apply the CSI approach to manage improvements in a given organizational context

§Connect and align ITIL with other frameworks, good practices, and methodologies, such as Lean, DevOps, Agile, and SIAM

§Able to use metrics and measurements to enable continual improvement

§Understand how to communicate effectively to enable CSI

§Able to apply organizational change management to support continual improvement


This course is of interest for ITSM professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large:

§IT Management

§IT Support Staff

§IT Consultants

§Business Managers


ITIL Foundation certificate

Examination Information

Exam Format: Open-book format (Web-based and Paper-based), candidates can bring a copy of the Official Guidance Publication to the exam

Questions: 40 scenario-based Multiple Choice Questions

Passing Score: 70%

Exam Duration: 1 hour and 45 minutes (15 minutes extra time for non-native English speakers)

Proctoring: Live or Web proctored


Please note that this schedule is a guide, deviations from this plan are possible.

Day 1 Day 2
1. Course Introduction 7. The Roadmap (Contd.)
2. The Journey 8. Metrics and Measurements (Lecture)
3. Organizational Change Management (OCM) (Lecture) 9. Check, Control, and Redirect
4. The Desire 10. Stay Tuned
5. Communications (Lecture) 11. Guiding Principles (Lecture)
6. The Roadmap 12. Exam Preparation Guide