ITIL® Practitioner

Course Description

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 business’ 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 to initiate 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, which are Organizational Change Management, Communication, and Measurement 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.


Course Objective

At the end of the program, the participants will be able to :

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

Target Audience

IT Professionals, IT Support Staff, Application, Project and Business Managers, and any member of an IT team involved in the delivery of IT Services.



This program is 2 days of intensive training class.


Course Outline

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