ITIL® Practitioner Certification Training

Level: Intermediate
RATING: 4.7/5 4.70/5 Based on 264 Reviews

Gain the knowledge and skills for building an effective IT organization that supports and complements ITIL best practices in this ITIL Practitioner Certification training. This highly interactive exam prep program 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:

  • Choose from blended on-demand and instructor-led learning options
  • ITIL Success Package and exclusive LinkedIn community support included (premium training only)
  • ITIL exam voucher included

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

Certifications/Credits:

APM Group--ITIL PMI 11 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

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
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Standard $1415/ Year

Government $1415/Year

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PRODUCT #70C6

LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 2-day instructor-led training course
  • Earn 11 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher included
View Course Details & Schedule

Standard $1980

Government $1980

RESERVE SEAT

PRODUCT #1198

PREMIUM TRAINING

Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard $2225/Year

Government $2225/Year

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PRODUCT #70C7

TRAINING AT YOUR SITE

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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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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 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification.

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 https://www.pmi.org/
    • 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

In Class & Live, Online Training

  • Dec 20 - 21 ( 2 Days)
    9:00 AM - 5:00 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Feb 4 - 5 ( 2 Days)
    9:00 AM - 5:00 PM EST
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Feb 28 - Mar 1 ( 2 Days)
    9:00 AM - 5:00 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • May 9 - 10 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Jun 17 - 18 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Aug 15 - 16 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Aug 29 - 30 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Sep 26 - 27 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Nov 21 - 22 ( 2 Days)
    9:00 AM - 5:00 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Practitioner Course Information

  • Requirements

    Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • Exam Information

    • The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online) or at an eligible testing center
    • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification

ITIL Practitioner Course Outline

  • Introduction to ITIL Practitioner

    • A structured implementation approach
    • Key elements of ITIL Practitioner and how they work together
    • Tailoring ITIL for projects of varying size
    • Outlining the key principles
  • Guiding Principles and CSI Approach

    Identifying key concepts

    • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
    • Analyzing the importance of each element of a service: value, customer, outcome, cost, risk

    Applying the Guiding Principles

    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

    Executing the CSI Approach

    • Recognizing the main benefits of adopting the approach
    • Breaking down the CSI approach including the outputs
    • Applying CSI tools and techniques to a given context
  • Metrics and Measurement To Enable CSI

    Defining and determining CSFs and KPIs

    • Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade
    • Analyzing and balancing between key measurement categories
    • Improving the value of reporting

    Building a Current State Assessment Plan

    • Determining goal, scope, and assessment criteria
    • Establishing required outputs and skills
  • Enabling CSI Through Effective Communication

    Fostering Effective Communication

    • Recognizing the value, importance, and benefits
    • Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

    Implementing Communication Tools and Techniques

    • Comparing and contrasting the different tools
    • Utilizing to support improvement
  • Organizational Change Management To Support CSI

    Defining Purpose, Value, and Challenges

    • Role and impact of OCM
    • OCM activities: sense of urgency, manage stakeholders and sponsors, analyze training needs, dealing with resistance to change, reinforcement to embed the change

    Identifying Tools and Techniques to support improvement

    • Sponsor diagram
    • Stakeholder worksheet
    • Stakeholder map
    • RACI matrix
  • Putting ITIL Practitioner into Practice

    Applying key concepts

    • CSI approach, metrics and measurements
    • Communication and OCM

    Exam Preparation

    • Practicing with test questions and mock papers
    • Further review of examination case study
    • Completing the necessary APMG paperwork

ITIL Practitioner FAQs

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • How do I use my exam voucher to take the ITIL Practitioner exam?

    The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

Unlimited Access to Everything

  • Dec 20 - 21 ( 2 Days)
    9:00 AM - 5:00 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Feb 4 - 5 ( 2 Days)
    9:00 AM - 5:00 PM EST
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Feb 28 - Mar 1 ( 2 Days)
    9:00 AM - 5:00 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • May 9 - 10 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Jun 17 - 18 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Aug 15 - 16 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Aug 29 - 30 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Sep 26 - 27 ( 2 Days)
    9:00 AM - 5:00 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Nov 21 - 22 ( 2 Days)
    9:00 AM - 5:00 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL Practitioner course, unlimited retakes of our 2 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

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.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • How do I use my exam voucher to take the ITIL Practitioner exam?

    The ITIL Practitioner exam can be taken on the last day of the course (in-class), or 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 https://www.pmi.org/  
    • 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

Team Training

Important Course Information

  • Requirements

    Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent the ITIL Practitioner Guidance and a Pre-Course Study Guide which will detail the required work that needs to be done before class attendance, including 15 hours of personal study.
    • It is strongly recommended that you complete all the pre-course reading to improve your chance of successfully passing the exam.
    • Failure to complete the pre-reading may not only harm your success of passing the exam, but you may also find difficulty in completing the assignments, taking part in class discussions, and following the course material.
  • Exam Information

    • The ITIL Practitioner exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Practitioner certificate provides three credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Introduction to ITIL Practitioner

    • A structured implementation approach
    • Key elements of ITIL Practitioner and how they work together
    • Tailoring ITIL for projects of varying size
    • Outlining the key principles
  • Guiding Principles and CSI Approach

    Identifying key concepts

    • Applying the “Adopt and Adapt” approach when using ITIL guidance in a given context
    • Analyzing the importance of each element of a service: value, customer, outcome, cost, risk

    Applying the Guiding Principles

    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

    Executing the CSI Approach

    • Recognizing the main benefits of adopting the approach
    • Breaking down the CSI approach including the outputs
    • Applying CSI tools and techniques to a given context
  • Metrics and Measurement To Enable CSI

    Defining and determining CSFs and KPIs

    • Taking a hierarchical approach: vision to measurement, balanced scorecard, organizational cascade
    • Analyzing and balancing between key measurement categories
    • Improving the value of reporting

    Building a Current State Assessment Plan

    • Determining goal, scope, and assessment criteria
    • Establishing required outputs and skills
  • Enabling CSI Through Effective Communication

    Fostering Effective Communication

    • Recognizing the value, importance, and benefits
    • Defining key communication principles: two-way process, constant communication, timing and frequency, no single best method, message is in the medium

    Implementing Communication Tools and Techniques

    • Comparing and contrasting the different tools
    • Utilizing to support improvement
  • Organizational Change Management To Support CSI

    Defining Purpose, Value, and Challenges

    • Role and impact of OCM
    • OCM activities: sense of urgency, manage stakeholders and sponsors, analyze training needs, dealing with resistance to change, reinforcement to embed the change

    Identifying Tools and Techniques to support improvement

    • Sponsor diagram
    • Stakeholder worksheet
    • Stakeholder map
    • RACI matrix
  • Putting ITIL Practitioner into Practice

    Applying key concepts

    • CSI approach, metrics and measurements
    • Communication and OCM

    Exam Preparation

    • Practicing with test questions and mock papers
    • Further review of examination case study
    • Completing the necessary APMG paperwork


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.

ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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