ITIL® Practitioner Certificate in IT Service Management

How to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities.

This course is aimed at people who have completed Foundation and are preparing for the challenge of implementation. It covers the relevant skills for delivering ITIL® as part of an ITSM improvement scheme, the challenges of managing organisational change and communication when delivering new processes and ways of working. (2 days, 3 points towards ITIL® Expert qualification). 

Course Code
2 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Available as Nutshell

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Purpose of this course

To aid delegates in understanding how they can drive adoption of ITIL through their organisation using the principles and themes introduced in the ITIL Practitioner Guidance publication.

Who is this course for

Delegates that wish to improve their ability to implement ITSM and work to change and improve the delivery of IT services within their organisation. Any delegate dealing with the delivery of change in an IT context can benefit from the approach discussed and examined in this course.

You will learn how to
  • Use the CSI Approach within a real world context
  • Recognise and use appropriate tools to implement ITIL.
  • Work with metrics to evaluating performance and identify opportunities to improve service delivery.
  • Identify and engage with stakeholders.
  • Use appropriate communications.
  • Make use of the themes and principles of CSI and ITIL to deliver valuable organisational change.
Benefits for your organisation

Benefits include higher levels of acceptance and adoption through the organisation, better planned and executed communication and a higher degree of consistency and transparency in delivering IT Services using the ITIL framework. 

Benefits for you as an individual

ITIL Practitioner takes your Foundation certificate and puts it into context, helping you to see how it can be used in the wider business. As part of your CPD it complements your Foundation and enhances your ability to engage with ITIL at the Intermediate level.

Introduction to ITIL Practitioner

Core concepts and Adopt/Adapt
Introducing The CSI Approach
Introducing the Practitioner principles

Guiding Principles

Introduce the 9 Guiding Principles of ITSM
Apply the principles based on organisational context

The CSI Approach

Understand and utilise the CSI Approach to implement and improve IT services
Apply metrics, KPIs and Critical Success Factors to support improvement initiatives

Practitioner Tools

Assessment Plans
Orientation and Benefits Realisation Templates
CSI Register
Reporting Tools


5 Principles of Communication
Stakeholder engagement
Communications Planning
Business case production

Organisational Change Management (OCM)

Understand the need to manage change.
Understand OCM Principles
Use OCM Tools to Manage Change


Delegates must hold a pass in ITIL® Foundation Certificate in IT Service Management.

A pass in the following older examinations are also accepted:

ITIL Foundation (2011)

ITIL Foundation (v2) AND ITIL Foundation v2 to v3 Bridge

Pre-course work required

Some pre-course preparation is required. You will be sent a login to access the pre-course materials.  If you already have a login to Quanta Learn, this course will be added to your account.

Please note that you will be expected to complete some homework in the evening during the course.


More about the exam

Duration: 2 hours and 15 minutes

Day Taken: End of day 2

Exam Type: 40 scenario-based multiple choice questions. It is an open book exam (ITIL Practitioner Guidance only).

Pass Rate: 70% - 28 out of 40

Additional information:

Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

ITIL Practitioner is worth three credits towards the ITIL Expert qualification.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
If taken as online proctored exam there is an additional £25 fee payable per exam.