ITIL® Practitioner Certification Training

Level: Intermediate
RATING: 4.7/5 4.70/5 Based on 257 Reviews

Gain the knowledge and skills for building an effective IT organisation that supports and complements ITIL best practises in this ITIL Practitioner Certification training. This highly interactive exam prep program identifies a structured and logical method for building an effective organisation that supports and complements ITIL best practises.

View the ITIL Certification Map to determine your ITIL learning journey ›

Key Features of this ITIL Practitioner Training:

  • Choose from blended on-demand and instructor-led learning options
  • Exclusive LinkedIn group membership for peer and SME community support
  • Learning Tree ITIL Success Package included
  • ITIL exam voucher included

You Will Learn How To

  • Prepare for and pass the ITIL Practitioner certification exam
  • Utilise the nine Guiding Principles and the CSI approach to manage ITIL improvements
  • Enable improvements with metrics, measurements, and communication
  • Leverage organisational change management

Certifications/Credits:

APM Group--ITIL PMI 11 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand + Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL Practitioner modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard £800/ Year

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PRODUCT #70C6

LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 2-day instructor-led training course
  • Earn 11 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher (with optional retake)
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Standard £995

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PRODUCT #1198

PREMIUM TRAINING

Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard £1500/Year

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PRODUCT #70C7

TRAINING AT YOUR SITE

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  • Full - scale program development
  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
  • Expert team coaching
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Save More on Training with Learning Tree Training Vouchers!

Our flexible, easy-to-redeem training vouchers are available to any employee within your organisation. For details, please call 0800 282 353 or chat live.

On Demand + Instructor Coaching

ITIL Practitioner On-Demand Training Information

You get annual access to an on-demand ITIL Practitioner course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Practitioner certificate provides three credits towards your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction: ITIL® 2011: Practitioner

    • The Nature of the Class
    • Lecture to Exercise Ratio
    • Available Resources
  • Module 01: Exam Tips

    • Understanding the Exam Process
    • Exam Questions and Grading
    • Taking the Exam
    • Using the Practise Exams
  • Module 02: Introduction

    • Read Chapter 1 of ITIL® Practitioner Guidance
    • Key Terms: Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
    • Effective; Efficient; VOCR; Service Management
    • Exercise 1: CruiseAlong Cars: The Enterprise
    • Exercise 2: CruiseAlong Cars Services
    • Exercise 3: CruiseAlong Cars Current Issues
  • Module 03: Solutions to Exercises 1-3

    • One Possible Solution to: Relationship Diagram & Stakeholder Analysis
    • Service Map
    • Current Issues
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 04: Guiding Principles

    • Read Chapter 2 of ITIL® Practitioner Guidance
    • The Nine Guiding Principles
    • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
    • Exercise 4: CruiseAlong Cars: Addressing the Issues
  • Module 05: Solutions to Exercise 4

    • One Possible Solution to: Addressing the Issues and the Application of the Guiding Principles
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 06: The CSI Approach

    • Read Chapter 3 of ITIL® Practitioner Guidance
    • The CSI Approach and its Outputs
    • What is the vision?
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Did we get there?
    • How do we keep the momentum going?
    • The Resources
    • Exercise 5: CruiseAlong Cars: Initial Improvements
  • Module 07: Solutions to Exercise 5

    • One Possible Solution to: Initial Improvements Using the CSI Approach
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 08: Metrics & Measurements

    • Read Chapter 4 of ITIL® Practitioner Guidance
    • Key concepts
    • Purpose of Metrics
    • Creating Business-relevant metrics
    • Stakeholder needs
    • Exercise 6: CruiseAlong Cars: CSFs/KPIs
  • Module 09: Solutions to Exercise 6

    • One Possible Solution to:
    • CSF/KPI development
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 10: Communication

    • Communication Benefits
    • Best Practise Communication Principles
    • Communication Plan
    • Exercise 7: CruiseAlong Cars: Communication Needs
  • Module 11: Solutions to Exercise 7

    • One Possible Solution to:
    • Defining Critical Communication Points
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 12: Organisational Change Management

    • Managing Stakeholders
    • IT Stakeholders
    • Human Response to Change
    • Exercise 8: CruiseAlong Cars: Managing Resistance to Change
  • Module 13: Solutions to Exercise 8

    • One Possible Solution to:
    • Applying Techniques to Manage Resistance to Change
    • Be Sure to Download the Practitioner Exercise Solutions

ITIL Practitioner FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL Practitioner exam?

    After you receive your ITIL Practitioner exam voucher from Learning Tree, the exam can be taken any time after the course is completed via ProctorU (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • 31 Jan - 1 Feb ( 2 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 4 - 5 Apr ( 2 Days)
    9:00 AM - 5:00 PM BST
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  • 13 - 14 Jun ( 2 Days)
    9:00 AM - 5:00 PM BST
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  • 4 - 5 Jul ( 2 Days)
    9:00 AM - 5:00 PM BST
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  • 15 - 16 Aug ( 2 Days)
    9:00 AM - 5:00 PM BST
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  • 26 - 27 Sep ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 7 - 8 Nov ( 2 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • AFTERNOON START: Attend these live courses online via Anyware

    20 - 21 Dec ( 2 Days)
    2:00 PM - 10:00 PM GMT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • 4 - 5 Feb ( 2 Days)
    2:00 PM - 10:00 PM GMT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • 28 Feb - 1 Mar ( 2 Days)
    2:00 PM - 10:00 PM GMT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 17 - 18 Jun ( 2 Days)
    2:00 PM - 10:00 PM BST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • 29 - 30 Aug ( 2 Days)
    2:00 PM - 10:00 PM BST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Practitioner Course Information

  • Requirements

    Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • Exam Information

    • The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
    • Achieving the ITIL Practitioner certificate provides three credits towards your ITIL Expert certification

ITIL Practitioner Course Outline

  • Introduction to ITIL Practitioner

    • A structured implementation approach
    • Key elements of ITIL Practitioner and how they work together
    • Tailoring ITIL for projects of varying size
    • Outlining the key principles
  • Guiding Principles and CSI Approach

    Identifying key concepts

    • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
    • Analysing the importance of each element of a service: value, customer, outcome, cost, risk

    Applying the Guiding Principles

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

    Executing the CSI Approach

    • Recognising the main benefits of adopting the approach
    • Breaking down the CSI approach including the outputs
    • Applying CSI tools and techniques to a given context
  • Metrics and Measurement To Enable CSI

    Defining and determining CSFs and KPIs

    • Taking a hierarchical approach: vision to measurement, balanced scorecard, organisational cascade
    • Analysing and balancing between key measurement categories
    • Improving the value of reporting

    Building a Current State Assessment Plan

    • Determining goal, scope, and assessment criteria
    • Establishing required outputs and skills
  • Enabling CSI Through Effective Communication

    Fostering Effective Communication

    • Recognising the value, importance, and benefits
    • Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

    Implementing Communication Tools and Techniques

    • Comparing and contrasting the different tools
    • Utilising to support improvement
  • Organisational Change Management To Support CSI

    Defining Purpose, Value, and Challenges

    • Role and impact of OCM
    • OCM activities: sense of urgency, manage stakeholders and sponsors, analyse training needs, dealing with resistance to change, reinforcement to embed the change

    Identifying Tools and Techniques to support improvement

    • Sponsor diagram
    • Stakeholder worksheet
    • Stakeholder map
    • RACI matrix
  • Putting ITIL Practitioner into Practise

    Applying key concepts

    • CSI approach, metrics and measurements
    • Communication and OCM

    Exam Preparation

    • Practising with test questions and mock papers
    • Further review of examination case study
    • Completing the necessary APMG paperwork

ITIL Practitioner FAQs

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • How do I use my exam voucher to take the ITIL Practitioner exam?

    The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre.

Unlimited Access to Everything

  • 31 Jan - 1 Feb ( 2 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare)

  • 4 - 5 Apr ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 13 - 14 Jun ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 4 - 5 Jul ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 15 - 16 Aug ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 26 - 27 Sep ( 2 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 7 - 8 Nov ( 2 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare)

  • AFTERNOON START: Attend these live courses online via Anyware

    20 - 21 Dec ( 2 Days)
    2:00 PM - 8:00 AM GMT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • 4 - 5 Feb ( 2 Days)
    2:00 PM - 8:00 AM GMT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • 28 Feb - 1 Mar ( 2 Days)
    2:00 PM - 8:00 AM GMT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • 17 - 18 Jun ( 2 Days)
    2:00 PM - 8:00 AM BST
    New York / Online (AnyWare) New York / Online (AnyWare)

  • 29 - 30 Aug ( 2 Days)
    2:00 PM - 8:00 AM BST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL Practitioner course, unlimited retakes of our 2 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Practitioner certificate provides three credits towards your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction: ITIL® 2011: Practitioner

    • The Nature of the Class
    • Lecture to Exercise Ratio
    • Available Resources
  • Module 01: Exam Tips

    • Understanding the Exam Process
    • Exam Questions and Grading
    • Taking the Exam
    • Using the Practise Exams
  • Module 02: Introduction

    • Read Chapter 1 of ITIL® Practitioner Guidance
    • Key Terms: Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
    • Effective; Efficient; VOCR; Service Management
    • Exercise 1: CruiseAlong Cars: The Enterprise
    • Exercise 2: CruiseAlong Cars Services
    • Exercise 3: CruiseAlong Cars Current Issues
  • Module 03: Solutions to Exercises 1-3

    • One Possible Solution to: Relationship Diagram & Stakeholder Analysis
    • Service Map
    • Current Issues
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 04: Guiding Principles

    • Read Chapter 2 of ITIL® Practitioner Guidance
    • The Nine Guiding Principles
    • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
    • Exercise 4: CruiseAlong Cars: Addressing the Issues
  • Module 05: Solutions to Exercise 4

    • One Possible Solution to: Addressing the Issues and the Application of the Guiding Principles
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 06: The CSI Approach

    • Read Chapter 3 of ITIL® Practitioner Guidance
    • The CSI Approach and its Outputs
    • What is the vision?
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Did we get there?
    • How do we keep the momentum going?
    • The Resources
    • Exercise 5: CruiseAlong Cars: Initial Improvements
  • Module 07: Solutions to Exercise 5

    • One Possible Solution to: Initial Improvements Using the CSI Approach
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 08: Metrics & Measurements

    • Read Chapter 4 of ITIL® Practitioner Guidance
    • Key concepts
    • Purpose of Metrics
    • Creating Business-relevant metrics
    • Stakeholder needs
    • Exercise 6: CruiseAlong Cars: CSFs/KPIs
  • Module 09: Solutions to Exercise 6

    • One Possible Solution to:
    • CSF/KPI development
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 10: Communication

    • Communication Benefits
    • Best Practise Communication Principles
    • Communication Plan
    • Exercise 7: CruiseAlong Cars: Communication Needs
  • Module 11: Solutions to Exercise 7

    • One Possible Solution to:
    • Defining Critical Communication Points
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 12: Organisational Change Management

    • Managing Stakeholders
    • IT Stakeholders
    • Human Response to Change
    • Exercise 8: CruiseAlong Cars: Managing Resistance to Change
  • Module 13: Solutions to Exercise 8

    • One Possible Solution to:
    • Applying Techniques to Manage Resistance to Change
    • Be Sure to Download the Practitioner Exercise Solutions

ITIL Practitioner FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • How do I use my exam voucher to take the ITIL Practitioner exam?

    The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Team Training

Important Course Information

  • Requirements

    Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • Exam Information

    • The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
    • Achieving the ITIL Practitioner certificate provides three credits towards your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Introduction to ITIL Practitioner

    • A structured implementation approach
    • Key elements of ITIL Practitioner and how they work together
    • Tailoring ITIL for projects of varying size
    • Outlining the key principles
  • Guiding Principles and CSI Approach

    Identifying key concepts

    • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
    • Analysing the importance of each element of a service: value, customer, outcome, cost, risk

    Applying the Guiding Principles

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

    Executing the CSI Approach

    • Recognising the main benefits of adopting the approach
    • Breaking down the CSI approach including the outputs
    • Applying CSI tools and techniques to a given context
  • Metrics and Measurement To Enable CSI

    Defining and determining CSFs and KPIs

    • Taking a hierarchical approach: vision to measurement, balanced scorecard, organisational cascade
    • Analysing and balancing between key measurement categories
    • Improving the value of reporting

    Building a Current State Assessment Plan

    • Determining goal, scope, and assessment criteria
    • Establishing required outputs and skills
  • Enabling CSI Through Effective Communication

    Fostering Effective Communication

    • Recognising the value, importance, and benefits
    • Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

    Implementing Communication Tools and Techniques

    • Comparing and contrasting the different tools
    • Utilising to support improvement
  • Organisational Change Management To Support CSI

    Defining Purpose, Value, and Challenges

    • Role and impact of OCM
    • OCM activities: sense of urgency, manage stakeholders and sponsors, analyse training needs, dealing with resistance to change, reinforcement to embed the change

    Identifying Tools and Techniques to support improvement

    • Sponsor diagram
    • Stakeholder worksheet
    • Stakeholder map
    • RACI matrix
  • Putting ITIL Practitioner into Practise

    Applying key concepts

    • CSI approach, metrics and measurements
    • Communication and OCM

    Exam Preparation

    • Practising with test questions and mock papers
    • Further review of examination case study
    • Completing the necessary APMG paperwork


PMI, the Registered Educations Provider logo, PMP, CAPM, PMI-ACP, and PMBOK are marks of the Project Management Institute, Inc.

Both Learning Tree and this course have been accredited by PeopleCert. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PeopleCert is responsible for providing the examinations, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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