ITIL® Practitioner

Deploy business changes effectively


ITIL® Practitioner course presents a systematic way to use ITIL® guidance to enhance new or existing services within the service. This course will cover nine guiding principles, its approaches, metrics and measurement and effective communication with team members. The delegates can attend ITIL® Practitioner course only after ITIL® Foundation course. This course is designed to provide knowledge about service improvement implementation that relies upon “adopt and adapt” philosophy.

  • PeopleCert accredits ITIL® Practitioner course

  • Gain knowledge regarding implementation based on “adopt and adapt” in the organisation

  • Our training courses are delivered in luxury venues by certified trainers

  • MSP Training provides training at best price as compared to others in market

  • Key learning points and tutor support

  • 24*7 help and support


Find out what's included in the training programme.


Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams



Delegates will get certification of completion at the end of the course.


Key Learning Points

Clear and concise objectives to guide delegates through the course.


Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.


The professionals should be ITIL® foundation holder before enrolling for this course. The delegates are advised to go through the overview of ITIL® Foundation before this training.


  • ITIL® Practitioner course is for those who are already involved in the IT service management
  • Anyone who is involved in IT development and its operations
  • The professionals who want to be ITIL® Practitioner holder must hold ITIL® Foundation Certificate before attending this course


  • Discover the use of IT Service Management within the organisation
  • Learn and implement nine guiding principles for enhanced productivity
  • Get to know about the tips and tricks needed to clear the exam
  • Learn how to implement the terminologies learn in ITIL® Foundation
  • Use measurement tools and techniques for continual service improvement
  • Differentiate good and bad communication within the team members

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ITIL® Practitioner will help the delegates to gain skills and knowledge required to implement ITIL® within the organisation. The ITIL® certified instructors will provide this training. The focus of the training is to build approach for continual service improvement and nine guiding principles.  

Below are some topics that will be focused during the training:

  • 9 Guiding Principles
  • Concepts of IT Service Management
  • Service Improvement Approach
  • Metrics and Measurements
  • Good Communication
  • Change Management within the organisation


The exam will be conducted at the end of the training. The delegate has to pass the examination to get certified. The trainer will provide all the details regarding exam during the training. The exam will have the following pattern:

  • 40 multiple choice questions
  • 70 percent marks required for clearing the exam
  • Exam Duration- 2 hours 15 minutes
  • Closed book


*After completing 1 day of classroom training and successfully passing your Foundation Exam, the second day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready


Introduction: Service Management

  • Define Service Management
  • Key concepts and terminologies
  • “Adopt” and “”
  • 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

Introduction: Service Management Approach

  • Define Service Management Approach
  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Introduction: Change Management in organisation

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

Introduction: Metrics and Measurements

  • Define Metrics and Measurements
  • CSFs and KPIs
  • Metric Cascades and hierarchies
  • Categories of Metric

Introduction: Communication

  • Introduction to communication
  • Effects of poor communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication


Course Name Dates Duration Price
ITIL® Practitioner 05/08/2020 London
2 days*
ITIL® Practitioner 05/08/2020 Liverpool
2 days*
ITIL® Practitioner 12/08/2020 Southampton
2 days*
ITIL® Practitioner 12/08/2020 Manchester
2 days*
ITIL® Practitioner 12/08/2020 Sheffield
2 days*
ITIL® Practitioner 19/08/2020 Bristol
2 days*
ITIL® Practitioner 19/08/2020 Birmingham
2 days*
ITIL® Practitioner 26/08/2020 Leeds
2 days*
ITIL® Practitioner 26/08/2020 Brighton
2 days*
ITIL® Practitioner 02/09/2020 London
2 days*

Overview of ITIL® 2011 Edition

Information Techno...