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Course Outline

ITIL Practitioner

ITIL Practitioner

Course Contents

Provided on, and supporting, the course is your copy of the official publication ‘ITIL Practitioner Guidance covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.

ITIL Practitioner also covers three key areas crucial for success of improvement initiatives:- 
•   Organisational Change Management 
•   Communication 
•   Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:- 
•   Focus on value 
•   Design for experience 
•   Start where you are 
•   Work holistically 
•   Progress iteratively 
•   Observe directly 
•   Be transparent 
•   Collaborate 
•   Keep it simple.

The course provides and uses a ‘toolkit’ for delegates to use when considering and addressing improvements in any aspect of any area within any organisation.

Specially written scenarios and comprehensive sets of related tasks help provide a practical application of the method.


Practitioner: 2 hour, 15 mins, open-book. Scenario-based 40 multiple-choice questions. Required pass mark 70% (28/40). 
Passing the exam will give you an internation-ally recognised professional qualification, and is a pre-requisite for further courses and study in ITIL.

Price per delegate


Scheduled Classes

Indicia Training, Glasgow:

Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at

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