ITIL® v3 Practitioner Certification Training

Level: Intermediate
Rating: 4.6/5 4.59/5 Based on 32 Reviews

Gain the foundational knowledge and skills for building an effective IT organization that supports and complements ITIL best practices in this ITIL Practitioner Certification training course. This course prepares you to pass the ITIL Practitioner certification exam, and earn three credits towards your ITIL Expert certification. This highly interactive exam prep course identifies a structured and logical method for building an effective organization that supports and complements ITIL best practices.

View the ITIL Certification Map to determine your ITIL learning journey ›

Key Features of this ITIL Practitioner Training:

  • Self-paced, on-demand learning option
  • Exclusive LinkedIn community support included (premium training only)
  • ITIL exam voucher included
  • Take2 exam re-sit included (eligible on public events starting after April 1, 2021)

You Will Learn How To:

  • Prepare for and pass the ITIL Practitioner certification exam
  • Utilize the nine Guiding Principles and the CSI approach to manage ITIL improvements
  • Enable improvements with metrics, measurements, and communication
  • Leverage organizational change management



Choose the ITIL Training Solution That Best Fits Your Needs


On Demand + Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL Practitioner modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
View Bundle Details & Schedule

Standard $1415/Year CAD

Government $1415/Year CAD




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  • Bring this or any training to your organization
  • Full - scale program development
  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
  • Expert team coaching

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Save More On Training with FlexVouchers – A Unique Training Savings Account

Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.

On Demand + Instructor Coaching

ITIL Practitioner On-Demand Training Information

You get annual access to an on-demand ITIL Practitioner course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1199, Achieving ITIL® 4 Foundation Certification)
  • Certification Information

    • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification.
  • Take2 Exam Retake Information

    Wouldn’t you like to sit your exam knowing that you could have another shot if the outcome is not what you expected? With Learning Tree, now you can! Effective April 1, 2021, this Learning Tree training course features the Take2 re-sit exam option. In the case of an unsuccessful result, you can retake the exam within six months of your first try.

On-Demand Training Outline

  • Module 00: Course Introduction: ITIL® 2011: Practitioner

    • The Nature of the Class
    • Lecture to Exercise Ratio
    • Available Resources
  • Module 01: Exam Tips

    • Understanding the Exam Process
    • Exam Questions and Grading
    • Taking the Exam
    • Using the Practice Exams
  • Module 02: Introduction

    • Read Chapter 1 of ITIL® Practitioner Guidance
    • Key Terms: Adopt & Adapt; Service; Service Provider; Customer; Value; Value Network
    • Effective; Efficient; VOCR; Service Management
    • Exercise 1: CruiseAlong Cars: The Enterprise
    • Exercise 2: CruiseAlong Cars Services
    • Exercise 3: CruiseAlong Cars Current Issues
  • Module 03: Solutions to Exercises 1-3

    • One Possible Solution to: Relationship Diagram & Stakeholder Analysis
    • Service Map
    • Current Issues
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 04: Guiding Principles

    • Read Chapter 2 of ITIL® Practitioner Guidance
    • The Nine Guiding Principles
    • Focus on Value; Design for Experience; Start Where You Are; Work Holistically; Progress Iteratively; Observe Direction; Be Transparent; Collaborate; Keep It Simple
    • Exercise 4: CruiseAlong Cars: Addressing the Issues
  • Module 05: Solutions to Exercise 4

    • One Possible Solution to: Addressing the Issues and the Application of the Guiding Principles
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 06: The CSI Approach

    • Read Chapter 3 of ITIL® Practitioner Guidance
    • The CSI Approach and its Outputs
    • What is the vision?
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Did we get there?
    • How do we keep the momentum going?
    • The Resources
    • Exercise 5: CruiseAlong Cars: Initial Improvements
  • Module 07: Solutions to Exercise 5

    • One Possible Solution to: Initial Improvements Using the CSI Approach
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 08: Metrics & Measurements

    • Read Chapter 4 of ITIL® Practitioner Guidance
    • Key concepts
    • Purpose of Metrics
    • Creating Business-relevant metrics
    • Stakeholder needs
    • Exercise 6: CruiseAlong Cars: CSFs/KPIs
  • Module 09: Solutions to Exercise 6

    • One Possible Solution to:
    • CSF/KPI development
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 10: Communication

    • Communication Benefits
    • Best Practice Communication Principles
    • Communication Plan
    • Exercise 7: CruiseAlong Cars: Communication Needs
  • Module 11: Solutions to Exercise 7

    • One Possible Solution to:
    • Defining Critical Communication Points
    • Be Sure to Download the Practitioner Exercise Solutions
  • Module 12: Organizational Change Management

    • Managing Stakeholders
    • IT Stakeholders
    • Human Response to Change
    • Exercise 8: CruiseAlong Cars: Managing Resistance to Change
  • Module 13: Solutions to Exercise 8

    • One Possible Solution to:
    • Applying Techniques to Manage Resistance to Change
    • Be Sure to Download the Practitioner Exercise Solutions

ITIL Practitioner FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL Practitioner exam?

    After you receive your ITIL Practitioner exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information
  • How do I know if I am eligible for the Take2 exam retake option?

    For publicly scheduled course events with a start date after April 1, 2021, Learning Tree will set up the Take2 option for all attendees when we order your exam voucher. If you aren’t successful on your first exam, you will be notified by PeopleCert that you are eligible to register for the exam retake. Unfortunately, those who attended a course event before April 1 and attendees of private or closed training events are not eligible for this benefit unless this has been pre-agreed.

  • How much does the Take2 exam retake cost?

    Though exam vouchers can cost hundreds of dollars, there is no additional cost to you to sign up for the Take2 re-sit program. Take2 is an additional complimentary benefit offered to you by Learning Tree.

  • Does the Take2 exam retake option expire?

    Yes, you must re-sit the exam within six months of your initial exam.

Team Training

PMI, the Registered Educations Provider logo, PMP, CAPM, PMI-ACP, and PMBOK are marks of the Project Management Institute, Inc.

Both Learning Tree and this course have been accredited by PeopleCert. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PeopleCert is responsible for providing the examinations, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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