ITIL® Practitioner

Course Summary

The ITIL Practitioner course is not designed to be a simple stepping stone from Foundation to the Intermediates. Its aim is to go well beyond the ‘what and the why’, providing advanced learning for Service Management professionals, so that they can be more effective in their roles. To achieve this goal, the course has been designed to provide delegates with learning and insights on how individuals can actually implement and improve service management practices within an organisation, based upon the AXELOS ITIL Practitioner guidance and associated toolkit. It requires delegates to consider various aspects of improvement approaches, and expects them to have completed the pre-course reading before attending.

By working with world-class organisations, we are uniquely able to bring you a course that will give you the best opportunity to develop your service management career and enable you to have the essential skills to apply ITIL in your organisation.

As this is an intensive course, there will be homework assignments each evening to consolidate the learning.

This course includes Pre-Course Reading and the Exam.


Delivered by fully-accredited trainers and industry leading experts with extensive experience of using ITIL, the course uses case studies and accelerated learning techniques to ensure that theory is embedded and you feel confident in the practical application of ITIL.

Module 1 - Introduction

Module 2 - CSI Approach, Measuring and Improvement

Module 3 - Communication

Module 4 - Organisational Change Management (OCM)

Accreditations and exams

The ITIL Practitioner examination takes place on the afternoon of day two of the course. You must bring photographic identification on the exam day (passport or driving license).

  • 40 scenario-based, multi-choice questions, the majority of which will be based on the case studies document used during the course
  • 2 hours and 15 minutes duration
  • You may use your official ITIL Practitioner Guidance manual only
  • Candidates require a minimum of 28 marks (70%) to pass

ITIL® is a registered trade mark of AXELOS.

Your ITIL Practitioner Guidance Booklet - Hard Copy

  • The GTA will arrange to post the ITIL Practitioner Guidance Booklet, 2 weeks before your course to the postal address you have used on your booking form.

The 3 Day ITILP3 course is ideal for most Service Managers and includes a focus on the practical application of the principles and concepts – as well as gives reasonable time for assignments and exercises to aid understanding.

Course Benefits

By attending the ITIL Practitioner course, candidates should be able to apply and understand 'how' to use ITIL guidance to deliver service improvement within their organisations.

Specifically delegates will:

  • Be able to use IT Service Management concepts that are important drivers of continual service improvement.
  • Be able to apply the ITSM guiding principles in a real-world context.
  • Be able to apply the CSI approach to manage improvements in a given organizational context.
  • Be able to use metrics and measurement to enable continual service improvement.
  • Be able to communicate effectively to enable continual service improvement.
  • Be able to apply organizational change management to support continual service improvement.
  • ITIL® is a registered trade mark of AXELOS.

    Possession of one of the following is mandatory. Proof of prerequisites MUST be produced on the day of the exam to the trainer.

  • ITIL v3, 2011 or v4 Foundation.
  • ITIL v2 Foundation and v2/v3 Foundation Bridge.
  • Acceptable forms of prerequisite confirmation are as follows:

  • A copy of the candidates examination certificate
  • Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).
  • Delegates without evidence of the prerequisites will NOT be permitted to sit the exam.

    Proof of identification:

    If taking an exam, candidates are required to provide Photo ID with a valid signature e.g. driving license or passport. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided. Please note that if proof is not provided within 40 days, candidate's exam results will be null and void and a re-sit would be required.

    Course Material

    Please ensure you bring a device such as a mobile phone, tablet or laptop to be able to load your course material on to as you may need this for use in the evenings.

    Tutor Profile

    Laurence Gazeley (Loz) has been a lecturer in ITIL since 2006, coming to the company from a primarily manufacturing background bringing in a wealth of experience of both introducing ITIL principles and improving the capability of organisations.

    Loz helped Rover Group (under BMW) and the later Jaguar & Land Rover (J&LR) (under Ford) to implement and align with ITIL best practice and also to gain ISO/IEC20000 and SOX accreditation.

    Prior to joining QA, Loz worked until retirement within J&LR, managing their operational requirements through the company data centres and network control rooms, as Data Centre Manager and IT Continuity and Security.

    Course at a Glance

    • Next Start Dates: New dates TBA
    • CPD Points: 21
    • Course Cost: £1,450.00
    • Course Length: ​3 Full days (09:00-17:00)

    There are no dates currently available for this course, If you would like to register your interest please complete the form below:

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