ITIL® Practitioner

Course DateStart TimeEnd TimeTime ZoneLocationDaysPrice
Call for In Class or Live Virtual Dates3$1,917 CADPurchase

ITIL Practitioner Certificate Course Description

Description:A brand new qualification from AXELOS, that follows on from ITIL Foundation. It will enable ITIL Practitioners to confidently and successfully adapt and adopt the ITIL framework.
Building on the knowledge gained at Foundation level, it will give individuals the ability to identify and deliver improvement initiatives in the workplace.

Duration:Three days, with the exam preparation the third day.

Audience: The ITIL Practitioner qualification is suitable for candidate s who wish to go a beyond the Foundation qualification towards a more practical approach. ITIL Practitioner is an additive to the existing qualification scheme. Candidates who are pursuing the Expert qualification will receive 3 credits towards the 22 required for a path to ITIL Expert.


  • Participants will need to have passed the ITIL Foundation certificate
  • Prior to attending the course, it is strongly recommend that participants read ITIL’s Continual Service Improvement (CSI) book


  • ITIL Practitioner Certificate. This involves successfully passing (70%) the open-book exam using the official ITIL® Practitioner Guidance Book by AXELOS. The duration of the exam is 1 hour and 45 minute consisting of 40 scenario-based, multiple-choice questions

Course/Student Materials:

  • ITIL® Practitioner Guidance Book by AXELOS
  • Student Manual
  • Exercises designed to apply concepts
  • Sample documents, templates, tools and techniques
  • Exam Voucher

Course Outline:

ITIL Practitioner Guidance begins with a discussion of the nine guiding principles of ITSM and explains how these principles can work alongside other philosophies, frameworks and methodologies that an ITSM professional may encounter, such as DevOps, Lean and Agile. The guidance places a strong emphasis on the Continual Service Improvement (CSI) approach within ITSM initiatives.

The Nine Guiding Principles of ITSM:

  • Focusing On Value – as determined by the customer
  • Designing For Experience – ensuring the customer and user experiences with IT services are positive
  • Starting From Where You Are – leveraging what you already have and resisting the temptation to “start from scratch”
  • Working Holistically – integrating hardware and software, data, processes, architectures, metrics, tools, people and partners
  • Progressing Iteratively – defining short-term wins and delivering the large, valuable outcomes through small, easier-to-manage activities
  • Observing Directly – basing decisions on accurate and relevant data by going to the source
  • Being Transparent – to avoid resistance to change and foster trust
  • Collaboration – getting the right people involved in the right ways
  • Keeping It Simple – by eliminating activities that do not add value

The Development of three key skills:

  • Metrics and Measurement
  • Communication
  • Organizational Change Management.

The guidance also provides a practical toolkit containing:

  • Templates
  • Worksheets
  • Assessments
  • These tools will help the ITSM professional improve the likelihood of success for their initiatives.

Delivery Methods:

  • Public Classroom
  • Corporate Classroom
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