ITIL Practitioner

This highly practical course is designed to show you how to implement service improvements based on the ITIL® philosophy of “adopt and adapt.” In this holistic course, you will cover nine guiding principles of service improvement, the service improvement approach, communication, metrics and measurement, and organizational change management (OCM). The course fully prepares you for the ITIL Practitioner exam, which you may take at a later date.

 What You'll Learn

·       Service management concepts

·       Guiding principles

·       Service improvement approach

·       Organizational change management

·       Metrics and measurements

·       Communication

·       Tips for passing the ITIL Practitioner exam

·       Practice with a sample ITIL Practitioner exam


ITIL foundation v3 equivalent, v3 or 2011 is a mandatory requirement.

Service Management Concepts

Adopt and adapt

VOCR: value, outcomes, costs, and risks

Guiding Principles

Focus on value

Design for experience

Start where you are

Work holistically

Progress iteratively

Observe directly

Be transparent


Keep it simple

Service Improvement Approach

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

How do we know we’ve arrived?

How do we keep the momentum going?

Organizational Change Management (OCM)

What is OCM?

Sources of resistance

People transition

Stakeholder management

Sponsor management

Resistance management


Metrics and Measurements

CSFs and KPIs

Metric cascades and hierarchies

Metric categories



Issues caused by poor communication

Benefits of good communication

Communication essentials

Communication principles

Communication types

Tips for Success on the ITIL Practitioner Exam

Sample Exam

Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom

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