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ITIL Practitioner

Learn the “How” of ITIL

ITIL Foundations and Exam are scheduled for an update February 28, 2019


Course Length: 2-days

Course Description

The next step after ITIL Foundations to further understand ITIL and increase the value of ITIL. You will work through practical guidance and exercises to adopt and adapt the ITIL framework to support the business. You will learn to introduce, apply and adapt ITIL, within an organization. Learn new and practical techniques to make a difference in the workplace. Learn to leverage Continual Service Improvement (CSI) to maximize the benefits of ITIL and make a measurable impact.


To sit the exam you must first hold a current ITIL Foundations certification. The Practitioner exam is very similar to the Foundations exam consisting of 40 multiple choice questions. 26 points are required to pass.


Currently this exam is delivered proctored online only through, requiring a PC or Mac with internet connection and web cam.  Note: Based on CCT’s experience, payment, registration and exam set up is not always a seamless process. There may be an additional exam charge of $15 to $20 for international processing. Exam set up may require disabling Microsoft Windows Defender, turning off your firewall, as well as other requirements.

Course Outline

Module 1: Introduction

  • Using ITIL -- adopt and adapt
  • Understanding service
  • Delivery models
  • Service management versus IT service management

Module 2: Guiding Principles

  • ITSM Guiding Principles
  • Applying the Guiding Principles

Module 3: The CSI Approach

  • Characteristics of the CSI Approach
  • Step-by-step guide to the CSI Approach

Module 4: Metrics and Measurement

  • What is measurement for?
  • Critical success factors and key performance indicators
  • Metric cascades and hierarchies
  • Metric categories
  • Assessments
  • Reporting
  • Continual improvement of metrics and measurement

Module 5: Communication

  • Why good communication is important
  • Communication principles
  • Communication techniques

Module 6: Organizational Change Management

  • Essentials for successful improvement
  • Clear roles and responsibilities
  • OCM and ITIL change management
  • Impact of organizational change management
  • Understanding people's transition through change
  • Key activities for effective organizational change management
  • Continual improvement of organizational change management


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