Training ITIL®

Training goals dlearning

code: ITIL-P

Where ITIL® Foundation focuses on the 'what' and the 'why', ITIL® Practitioner shows 'how' to start adopting and adapt the ITIL® framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives. The ITIL® Practitioner offers practical guidance to support your business1 objectives, developing the skills to apply ITIL® concepts in the organization, ensuring 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 the attendants are ready toinitiate and successfully carry out required improvement initiatives. ITIL® Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. ITIL® Practitioner also covers three key areas crucial for success of any improvement initiatives:

  • Organizational Change Management
  • Communication
  • Measurements and Metrics.

ITIL® Practitioner does not replace any of the existing ITIL qualifications. ITIL Practitioner is complementary to—and fits in with—the current ITIL qualification scheme. ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications.

Conspect Show list

  1. Course Introduction
    • Scenario based learning
    • The CSI approach
    • Certification
    • Get to know each other
  2. The Journey
    • Introduction to the scenario
    • The CSI approach: What is the vision? Where are we now?
  3. Organizational Change Management (OCM)
    • Purpose and approaches
    • Essentials for successful Improvement
    • Implementing Successful Change
    • Continual Improvement of O C M
  4. The Desire
    • The CSI approach: Where do we want to be?
  5. Communications
    • Good communication
    • Communication Principles
    • Communication Techniques
    • Types of communication
  6. Roadmap
    • The CSI Approach: How do we get there?
  7. Metrics and Measurements
    • Measurements and Metrics in CSI
    • Cascades and Hierarchies
    • Metrics Categories
    • Assessments
    • Reporting
  8. Check, Control, and Redirect
    • The CSI approach: Did we get there?
  9. Stay Tuned
    • The CSI approach: How do we keep the momentum?
  10. Guiding Principles
    • The guiding principles
    • Applying the guiding principles
  11. Exam Preparation
    • Mock exam exercise
Download conspect training as PDF

Additional information


To take the ITIL® Practitioner exam, individuals must hold an existing ITIL Foundation certificate.

Difficulty level
Duration 2 days

ITIL® Practitioner exam:

The examination duration is 1 hour and 45 minutes. The examination is open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination. Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the examination and be awarded certification.


Authorized PEOPLECERT Trainer.

Additional informations

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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