Home Events ITIL Practitioner Classroom/Live streamed course 2 Days 19-20th Nov 2018

ITIL Practitioner Classroom/Live streamed course 2 Days 19-20th Nov 2018

2 Days
Course Description:

The ITIL Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL®for their organisation. This course is the next step for individuals who have earned ITIL Certification, specifically those who have attended any intermediate modules, and are familiar with the ‘what’ and ‘why’ of ITIL. ITIL Practitioner will focus on the ‘how’.

This immersive case study driven course is developed by practitioners for practitioners! During the 2-day course, individuals, teams, and organisations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives.

The course is packed with interactive assignments, tools, checklists, and guidance on how to make the improvement changes happen. You will learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps you in practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your improvement journey.

ITIL Practitioner does not replace any of the existing ITIL qualifications but is designed as a bridge between the Foundation and Intermediate courses.

This course also includes the ITIL Practitioner Guidance, the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios.

Most IT service management initiatives fail to fully satisfy expectations. Promised benefits fail to materialise; management support fades away; staff morale slumps and commitment disappears.

Successfully adopting IT service management best practice is a formidable journey. It is much more than rolling out key processes. It is much more than implementing a service management software package.

It is about winning the hearts and minds of customers, users, senior management and IT colleagues; identifying the leaders with the energy to shape and lead the change; developing a commitment that overcomes obstacles and barriers; measuring and celebrating success; ensuring that new processes and behaviours become the building blocks of even greater success in the future.

The ITIL Practitioner qualification takes an entirely new approach to service management education and training.

It focuses on the “HOW to make service management happen” rather than the detail of “WHAT service management processes do”. The course offers practical guidance on how to “adopt and adapt” the ITIL framework to support your organisation’s business objectives. As such it is the missing link in the ITIL qualification portfolio.

The course addresses the practical issues of: gaining management support, bringing about the cultural change and ensuring that best practice adds real and measurable value to the organisation.

Note: Even though we have scheduled this course over three days it is still a demanding course. Students are strongly recommended to avoid evening commitments and/or lengthy daily travel.

The course is based on the official publication “ITIL Practitioner Guidance”. This publication is included in the cost of the course and must be studied ahead of attendance.

Students are also strongly advised to revise their ITIL Foundation course material.


Taking the principles of “Adopt” and “Adapt” to its heart, ITIL Practitioner develops the Continual Service Improvement (CSI) approach to structure improvement and deployment initiatives.
ITIL Practitioner covers three key areas crucial to the success of any and all improvement initiatives:

  1. Organizational Change Management
  2. Communication
  3. Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple



This course pricing includes a voucher to sit the ITIL Practitioner Exam at your own convenience. It is an open book exam (unmarked copy of ITIL Practitioner Guidance only) of 2 hours and 15 minutes (15 minutes extra time for non-native English speakers). It is comprised of 40 multiple choice questions based on a scenario and requires a score of 70% to pass. A practice exam paper will be provided to assist with preparation. Instructions on how to book a web proctored exam can be found in the links section on the right side of this page.

Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 14 hours
  • Professional Development Units (PDUs): 14 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

Course Materials:

Participants receive a copy of the classroom presentation material in the Participant Handbook (eBook or printed).

Technical Requirements:

For elearning/online live streamed:

  • Internet is required only for downloading the eBook. The eBooks can be read offline.
  • Available on: Desktop, Laptop, Tablet, SmartPhone, eReader.


19/ 11/ 18 - 20/ 11/ 18


9:00 am - 5:00 pm






Online Live (Streamed live)
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