TypeClassroom Training
Time3 Days
ITIL Practitioner

ITIL Practitioner Training Course & Certification 


Audience & Prerequisites

Course Outline

Schedule & Fees


ITIL Practitioner Training Course

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;
  • Communication;
  • Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple.

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.


Upon successful completion of the theoretical and examination components related to this certification, graduates can expect to be able to:

  • Use IT Service Management concepts that are important drivers of continual service improvement;
  • Apply ITSM guiding principles in a real-world context;
  • Apply the CSI approach to manage improvements in a given organizational context;
  • Use measurement and metrics to facilitate continual service improvement;
  • Communicate effectively to facilitate continual service improvement;
  • Apply organizational change management to support continual service improvement;

Intended Audience

IT professionals, IT support staff, application engineers, project and business managers, any member of an IT team involved in the delivery of IT services


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

Course Outline

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
  • Collaborate
  • 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
  • Reinforcement

Metrics and Measurements

  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Metric categories
  • Assessment


  • Issues caused by poor communication
  • Benefits of good communication
  • Communication essentials
  • Communication principles
  • Communication types
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Please write to us at [email protected] & contact us at +91-9870480053 for the course price & certification cost, schedule & location

Drop Us a Query

For more info kindly contact us.

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