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Achieving ITIL® Practitioner Certification



Course Number



2 Days

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Gain the foundational knowledge and skills for building an effective IT organisation that supports and complements ITIL best practices in this ITIL Practitioner training course. This two-day course will provide you with the foundational knowledge needed to pass the ITIL Practitioner certification exam, and three credits towards your ITIL Expert certification.

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

Important Course Information


  • 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 an online proctored exam with PeopleCert.
  • Achieving the ITIL Practitioner certificate provides three credits toward 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 Practice

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 paperwork
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Convenient Ways to Attend This Instructor-Led Course

Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition Fee due 30 days after you attend your course.

In the Classroom

Live, Online

Private Team Training

In the Classroom — OR — Live, Online

Tuition Fee — Standard: £995  

15 - 16 Nov (2 Days)
9:00 AM - 5:00 PM GMT
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

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 - 4:30 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
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

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Guaranteed to Run

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Private Team Training

Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 0800 282 353 or Click here »

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Tuition Fee


In Classroom or


Private Team Training

Contact Us »

Course Tuition Fee Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online any time after class.


Training Hours

Day 1 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
45-minute lunch

Day 2 Course Hours - Last Day:
9:00 a.m. - 3:00 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
2:45 p.m. - 5:00 p.m.

*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.

Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, 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 organisations and individuals manage their projects, programmes, and services.

ITIL® is a registered trade mark of AXELOS Limited.

AFTERNOON START class hours:
2:00 p.m. - 9:30 p.m.

Last day class hours:
2:00 p.m. - 8:30 p.m.

Free Course Exam – Last Day:
8:30 p.m. - 9:30 p.m.

Each class day:
Informal discussion with instructor about your projects or areas of special interest
9:30 p.m. - 10:30 p.m.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree's comprehensive ITIL training provides a complete pathway for you to achieve ITIL certification. Read more ...

Earn 11 PDUs

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

This course is approved by PMI® for 11 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Technical : 1 PDUs
Leadership : 3 PDUs
Business & Strategic : 7 PDUs

Read more ...

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