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ITIL Practitioner

Where 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 does not replace any existing ITIL qualifications. It is complementary to, and fits in with, the current ITIL qualifications scheme.

Why take this ITIL Practitioner training?

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. This training course 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

Course Approach

As this is a Practitioner course, the focus is on acquiring skills. For that purpose, this course introduces the concept of scenario-based learning with a multimedia case study and modular exercises. It combines lectures, discussions and practical experience to prepare participants for the Practitioner certification exam and provides valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.

What you will learn

  • 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;

Who should attend?

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


To take the ITIL Practitioner exam, individuals must hold a valid ITIL Foundation certificate.

ITIL Practitioner certification

​Upon successful completion of the training and examination, students will receive the ITIL Practitioner certification. ​The examination is open book and made up of multiple choice questions based on a scenario. Students are expected to achieve a score of 70% (28 marks) or higher in order to pass the exam and be awarded certification.


ITIL Practitioner is worth 3 credits towards the ITIL Expert qualification. It is also worth 15 points towards your ITIL digital badge in the Professional Development Program. Upon successfully obtaining the ITIL Practitioner certificate, graduates officially earn 14 Professional Development Units (PDUs).

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