SM ITIL®4 Practitioner: Plan, Implement & Control (PIC)

Course Code: CLAITSM5889


3 Day(s)

Course Type

Public or Private

Max Delegates


Delivery Style


Learn how the Plan, Implement and Control group of ITSM Practices can contribute to value co-creation and how to manage and improve them to achieve this.

Addressing the challenges of delivering improvements to services whilst ensuring that the risks associated are appropriately managed is a key aspect of service management. Managing valuable Change by assessing its risks, controlling the Release and Deployment of new components and tracking IT Assets to understand their value as well as the Configuration of services are all central to this and this courses covers the practices that deal with these challenges.

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Who is this course for

Delegates that are involved in the management of changes, release and/or deployment activities within the organisation. Any individual that works within IT Asset Management or has any interaction with the technological aspects of an IT Service and their Configuration.

Purpose of the course

To provide delegates of a solid understanding of the principles, methods and approach to IT the PIC practices.

You will learn how to

  • Understand the Key Concepts of Plan, Implement and Control (PIC) practices.

  • Understand how PIC practices contribute value streams and the processes that they use to do so.

  • Understand PIC practices use of Information and Technology to achieve the practice goals.

  • Understand how partners and suppliers contribute to the PIC practices.

  • Understand the roles and responsibilities that PIC practices often define and make use of.

  • Understand the Practice Success Factors associated with successful PIC and the metrics that demonstrate achievement of these goals.

  • Understand the practice maturity model and how it can be used to improve the service providers PIC practices.


Delegates must have obtained a PASS in the ITIL®4 Foundation Certificate.

Benefits for you as an individual

The delegate will gain greater insight into the PIC practices and be able to perform the activities and tasks related to this key business practice.

Benefits for your organisation

The organisation will be able to gain better control over many of the practices required to delivery day-to-day IT services and put into practice the methods and techniques covered by the course.

The course structure is repeated for each of the following practices that are covered by the course:

  • Change Enablement
  • Release Management
  • Deployment Management
  • IT Asset Management
  • Service Configuration Management


Key Concepts of each practice

  • Purpose & Scope
  • IT Asset Management Terms & Concepts
  • Practice Success Factors & Key Metrics

Value Streams and Processes for each practice

  • Practice Processes (Inputs, Outputs, Activities, Sequencing, Roles involved)
  • Integrating IT Asset Management in the Organisation's Value Streams

People and Organisations involved in each practice

  • Key Skills required for the practice and its processes
  • Roles associated with the practices

Information & technology

  • Technology associated with each practice
  • Role of automation where appropriate for each practice

Partners & Suppliers in IT Asset Management

  • Key contributions that suppliers and partners can make to the practice

Developing IT Asset Management Capabilities

  • The ITIL Maturity Model
  • The Practice Capability Criteria
  • Practice Capability Development
  • Recommendations for the continual improvement of the practice


Additional Exam Information

ITIL® 4 Specialist: Plan, Implement and Control

  • Questions: 60

  • Format: Multiple-Choice

  • Duration: 90 Minutes

  • Pass Mark: 39 / 60 (65%)

  • Closed Book


Delegates are strongly encouraged to register their exam voucher at the earliest opportunity in order to gain access to the digital version of the practice guides.
PLEASE NOTE – Paper copies of the practice guides are NOT available for this course.
Delegates should read the practice guides prior to attending the course. The guides are around 60 pages each so delegates would be advised to allow at least an hour and a half per guide in order to read the content.
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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