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ITIL® Practitioner Duration3 Days

Course Overview

The 3 Day ITILP3 course is ideal for most Service Managers and includes a focus on the practical application of the principles and concepts – as well as gives reasonable time for assignments and exercises to aid understanding.




This focused course is not designed to be a simple stepping stone from Foundation to the Intermediates. Its aim is to go well beyond the ‘what and the why’, providing advanced learning for SM professionals, so that they can be more effective in their roles. To achieve this goal, the course has been designed to provide delegates with learning and insights on how individuals can actually implement and improve service management practices within an organisation, based upon the AXELOS ITIL Practitioner guidance and associated toolkit. It requires delegates to consider various aspects of improvement approaches, and expects them to have completed the pre-course reading before attending.

As this is an intensive course, there will be homework assignments each evening to consolidate the learning.

*Please note that since this course is additive to the existing Intermediate ITIL courses, this course can be taken irrespective of whether a delegate has taken or intends to take further ITIL Intermediate courses.


Possession of one of the following:

  • ITIL v3 or 2011 Foundation
  • ITIL v2 Foundation and v2/v3 Foundation Bridge.

You will receive physical pre-course reading prior to attending the course. The pre-course materials consist of a printed booklet and the official ITIL Practitioner Guidance publication from AXELOS.

The completing of the pre-course work is MANDATORY and ESSENTIAL to successful course attendance.

The pre-course reading covers 2 main elements.

1 - A pre-course reading booklet that directs delegates to read and review specific sections from the provided ITIL Practitioner Guidance publication. Delegates are required to have studied and reviewed these sections of the ITIL Practitioner Guidance book as a MANDATORY part of pre-course learning, prior to attending the course. (Time to review these sections = approx. 7 hours)

2 - A subset of 10 questions are also provided in the same pre-course booklet selected from an ITIL Practitioner sample exam and are designed to give delegates an initial understanding of the style of the exam and the exam technique required. Delegates will need to have attempted these questions whilst referring to the exam scenario (also provided in the pre-course reading booklet) prior to attending the course. Also provided in the pre-course reading are the answers and rationale to these sample questions. (Time to attempt and review the questions = approx. 1 hour)

Please do remember to bring your ITIL Practitioner Guidance book with you to your course, since it is crucial to the course and exam success, and additional copies of the manual will NOT be available.

During the classroom element of the course the same scenario booklet will then be used to base exercises around, to bring the ITIL Practitioner content into focus. The same scenario will then also be used during the actual end of course exam, so it is essential that delegates will need to have familiarised themselves with the content of the scenario.

Proof of prerequisites MUST be produced on the day of the exam to the trainer.

Acceptable forms of prerequisite confirmation are as follows:

  • A copy of the candidates examination certificate
  • Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).

Delegates without evidence of the prerequisites will NOT be permitted to sit the exam. Delegates will learn how to

By attending the ITIL Practitioner course, candidates should be able to apply and understand 'how' to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will:

Be able to use IT Service Management concepts that are important drivers of continual service improvement.

Be able to apply the ITSM guiding principles in a real-world context.

Be able to apply the CSI approach to manage improvements in a given organizational context.

Be able to use metrics and measurement to enable continual service improvement.

Be able to communicate effectively to enable continual service improvement.

Be able to apply organizational change management to support continual service improvement.

Module - Introduction
Apply the concept of “Adopt and Adapt” when using ITIL guidance in a given context.

Module - ITSM Guiding Principles
Apply the ITSM guiding principles in a given context when planning and implementing service improvements
a) Focus on value
b) Design for experience
c) Start where you are
d) Work holistically
e) Progress iteratively
f) Observe directly
g) Be transparent
h) Collaborate
i) Keep it simple

Module - CSI Approach and measuring improvement
Describe the purpose and main outputs of each step of the CSI Approach.
Use the CSI Approach tools and techniques successfully in a given specific context:
a. Orientation Worksheet
b. Benefits Realization Review Template
c. CSI registers

Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

Define critical success factors (CSFs) using a relevant hierarchical approach
a) ITIL Vision to measurement
b) Balanced scorecard
c) Organizational cascade

Determine key performance indicators (KPIs) to underpin a critical success factor

Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories
a) Technology, process, service
b) Progress compliance, effectiveness, efficiency
c) Leading, trailing
d) Inside-out, outside-in

Define a current state assessment plan in a given context
a) Goal
b) Scope
c) Assessment criteria
d) Required outputs
e) Available resources and skills

Module - Communication
Explain the nature, value, importance and benefits of good communication

Understand communication principles
a) Communication is a two way process
b) We’re communicating all the time
c) Timing and frequency matter
d) There is no single correct method
e) The message is in the medium
Use relevant communication tools and techniques to support improvement in a given context
a) Stakeholder communication plan
b) Business case

Module - Organisational Change Management (OCM)

Explain the role and impact of OCM in successful improvement

Understand the purpose and value of OCM activities
a) Create a sense of urgency
b) Manage stakeholders
c) Manage sponsors
d) Analyze training needs
e) Manage resistance to change
f) Use reinforcement to embed the change

Use relevant OCM tools and techniques to support improvement in a given context
a) Sponsor diagram
b) Stakeholder worksheet
c) Stakeholder map
d) RACI matrix

Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Accreditations and exams
The ITIL Practitioner examination takes place on the afternoon of day three of the course. You must bring photographic identification on the exam day (passport, driving license or student card).

40 scenario-based, multi-choice questions, the majority of which will be based on the case studies document used during the course

2 hours and 15 minutes

You may use your official ITIL Practitioner Guidance manual only

Candidates require a minimum of 28 marks (70%) to pass