01 Course Pre-requisites

The professionals who want to participate in this course must hold ITIL® Online Foundation certificate with them. Having some previous experience in this sector can be beneficial for the candidates.

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02 Course Overview

The ITIL® Online Practitioner exam certifies that you can adopt and adapt ITIL® guidance and apply it in a real-world context. It is important to note that ITIL® Online Practitioner is not a prerequisite for ITIL Intermediate level qualifications. The ITIL Practitioner Certification will provide you with three credits towards the ITIL Expert qualification. Furthermore, ITIL® will also provide you with 15 points towards your ITIL digital badge. This makes this qualification a worthwhile investment. 

Exam Details

  • Multiple choice questions based on a scenario 
  • 40 questions
  • 135 minutes duration
  • Pass mark is 70%, 28/40
  • Open book exam
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03 What will the delegates learn ?

  • Learn to implement key concepts and terminologies that are learnt in ITIL® Foundation
  • Get to know about the use of IT Service Management concepts that are key drivers of continual service improvement
  • Discover the use of metrics and measurement to enable continual service improvement
  • Communicate effectively within the team involved in the development of the product or service
  • Discover the use of metrics and measurement to enable continual service improvement within the organisation
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04 Course Content

Introduction to Service Management

  • Key concepts and terminologies
  • “Adopt” and “Adapt”
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

Service Management Approach

  • Define Vision
  • Scope and Terminology
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Change Management in organisation

  • Define Change Management
  • Benefits of Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement


Metrics and Measurements

  • CSFs and KPIs
  • Different tools required
  • Metric Cascades and hierarchies
  • Categories of Metric

Overview of Communication

  • Introduction to communication
  • Modes of communication
  • Benefits and Limitations
  • Good and Bad communication
  • Effects of Bad communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication


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ITIL® Online Practitioner Enquiry

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About Virtual

Home Virtual, attend intructor-led classroom course from the comfort of your own home

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ITIL® Lifecycle Phases

ITIL® lifecycle phases:

There are five phases of ITIL® lifecycle which are explained as:

Service Strategy:

This phase comprises the knowledge of prioritisation and clarification of investments of service-providers in services. The... Continue Reading

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