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Public schedule available for individuals Available as an in-house course for organisations Includes examinations during the course Course Dates

ITIL® Practitioner

ITIL Practitioner - Course Overview

ITIL Practitioner - Classroom training - Accredited Training Organisation logoThis two day practical course is designed to show you how to adopt and adapt the ITIL service management framework so you can make beneficial change within your organisation. The qualification is worth three credits towards your ITIL Expert qualification and is available on our SPOCE open public schedule, or can be held at your own premises.

Who is the course designed for?

ITIL Foundation certificate holders who wish to continue to improve their service management skills. ITIL Practitioner complements rather than replaces any existing ITIL service management qualifications.

What are the course objectives?

Four key areas are covered which are crucial for success: Organisational change management, communication, measurement and metrics, all applied within the CSI approach. The course aims to:

  • Demonstrate and provide practical examples in how to adopt and adapt the ITIL framework within your organisation.
  • How to improve your services, service provision and your own work and working environment.
  • The course structure follows the CSI approach in addressing guiding principles and key areas crucial to your initiatives.
  • Preparation for the ITIL Practitioner examination itself.

What course materials are included?

ITIL® manual

The official course manual, sent with your course joining instructions.

Course handouts and approach

  • ITIL Practitioner presentations
  • ITIL Practitioner Guidance book
  • Student workbook
  • Delegate toolkit for addressing practical improvements

ITIL Practitioner Exam

The 1 hour, 45 minute APMG Practitioner Exam is held on the final day at 3.15pm. There are 40 multiple choice questions mostly based on a case study provided at the start of the examination. Exam papers are marked by APMG and results are usually available within 3-4 weeks.


All courses include refreshments and a complementary lunch is provided on courses outside London. Onsite accommodation is available at additional cost (except London) on a dinner, bed and breakfast basis. Optional accommodation can be added when making a booking.

What is the course approach?

The ITIL Practitioner course is a mixture of input and practical sessions, delivered by an APMG approved trainer with practical experience of ITIL service management.

Due to the intense nature of this course, delegates should plan to commit up to 2 hours in the evening during the course for study and review.

SPOCE's flexible approach to the management of the course means that delegates can attend the 2 day Practitioner event if they hold a Foundation certificate already or attend both the 3 day Foundation course followed directly by the Practitioner course in the same working week.

What examination is taken on the ITIL Practitioner course?

The examination is in a different format from any other ITIL examination. Candidates are allowed to use the official ITIL Practitioner Guide (developed by AXELOS). It starts at 3.15pm on the final day and lasts for 1 hour 45 minutes. The examination is scenario based and consists of 40 questions and each question is worth 1 mark. The questions are multiple choice and candidates are expected to achieve a minimum of 70% (28 marks) to pass.

What does the ITIL Practitioner course cover?

This two day course covers the ITIL Practitioner syllabus, including the following topics:

1. Understanding and using the nine guiding principles of service management in your real-world environment.

2. Using the continual service approach (CSI) to:

  • Identify where improvement could be needed
  • Gain sponsorship and stakeholder buy in to proposed improvements
  • Ensure improvements are actually delivered and maintained

3. Appreciating that making an improvement is making a change and that the organisation has to be managed and motivated to take the change (the improvement) on board and embed it into normal practice.

Practical Work - 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.

ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Delegate Feedback

The following is a list of feedback comments from customers attending recent SPOCE courses.

"The course is great and Richard makes it so much more engaging. One of the best trainers I've had" Lee Chrisp

"Excellent Trainer/Course/Hotel Facilities - Great Knowledge and presentation skills of the trainer - very Enjoyable Course" Leanne Preuss

"Richard is a fantastic trainer and I would recommend him to anyone. Thanks!" Res Sembi

"Trainer was faultless, enthusiastic, knowledgeable, thorough etc. I would recommend collagues to attend the course with this trainer in particular" Andrew Willis

"Enjoyed the way the course was delivered with respect to interaction of delegates" Jason Bennett

"Mike was excellent. I think i'd have been worn out by about 10am on Monday if I were him" Sally Ragret

"Richard made a complex subject clear and got us up to speed in 3 days!" Paul Curtis

"The course surpassed my expectations. I'll totally recomend it to my colleagues" Marjuh Hernandez

"The trainer was outstanding, imformative, helpful, well prepared, able to tailor the course to particular requirements, and had a sense of humour!" Saminia Khan



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