ITIL® V3 Practitioner Classroom Course

ITIL is an adaptable and flexible framework for managing IT services. As an ITIL-certified professional you will become more confident in your abilities and will be more effective in your role, making you a valuable resource to your organisation and your customers.

ITIL® V3 Practitioner


2019 will see the launch of the highly-anticipated ITIL® 4. This new version of ITIL retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 qualification will continue to be available until AXELOS advise that the transition period will cease. Therefore we would encourage you to transition to the new scheme as soon as possible.

Once the V3 qualification is phased out, the Practitioner level certification will no longer exist.

Study ITIL Practitioner in a classroom with ILX Group to:

  • Be able to champion effective change management in your organisation
  • Demonstrate high levels of competency in delivering continual service improvement
  • Significantly improve your salary prospects and your appeal to employers in IT
  • Fully grasp the common language used among industry experts
  • Receive instruction from expert tutors and insights from others in your sector
  • Achieve an advanced ITIL qualification in only two days of study time

This intensive two day course prepares you for the ITIL Practitioner qualification, following directly from Foundation level study to provide you with the necessary know-how to apply ITIL principles.

Delegates will attempt the ITIL exam on the second day, following workshop-style sessions led by an experienced ILX-approved instructor who is an expert in the IT field. Classroom training also presents a chance to meet with others within your industry and gain insightful, applicable knowledge about IT Service Management.

You will be required to complete some pre-course work prior to your attendance to ensure you are fully ready for the first classroom session. While attending you should also be prepared to complete some evening work.

Note: In order to take the Practitioner examination you must have already passed the ITIL Foundation exam. It is important to note that ITIL Practitioner is not a prerequisite for Intermediate levels.

What's Included?

This is an intensive two day course, providing all you need to get through the ITIL Practitioner examination including:

  • All accompanying course material
  • The official manual
  • The cost of the ITIL Practitioner examination (The exam is taken on the last day of the course)


Why ITIL Practitioner Training?

Practitioner level study builds upon what you are taught during Foundation – the ‘what' and the ‘why' of ITIL – to provide you with everything you need to adopt and adapt ITIL within an organisational context. It covers topics including the management of stakeholders/sponsors, applying organisational change management, plus planning and implementation of improvement initiatives.

An ITIL Practitioner qualification is therefore ideal for demonstrating valuable expertise in IT service management. Examples of those who would benefit from ITIL Practitioner training are IT Service Providers, CIOs, Business Process Owners and IT VPs or Directors, as well as other senior IT professionals.

Being certified in ITIL Practitioner has been shown to:

  • Offer significant improvements to career and salary prospects
  • Ensure better business performance and enhanced service delivery
  • Assist in defining the true value of services provided
  • Maximise return on investment
  • Assure delivery of continuous improvements to services
“We wanted a model that would make our work more streamlined, organized and repeatable, enabling us to deliver a quality and timely service to our customers while cutting costs. ITIL was chosen as the best way to accomplish this.”
Teresa Stamm, HR Specialist in the Modernization and Technical Training Section; Internal Revenue Service

Course Syllabus

Here you can find a breakdown of the competences the course will cover, what you should be able to achieve on completion of the course, and the criteria for demonstrating your ability during the Practitioner exam.

Use IT Service Management concepts that are key drivers of continual service improvements

  • Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context
  • Analyse the importance of each element of a service when planning and implementing service improvements

Utilise the ITSM guiding principles in a real world context

  • Apply the ITSM guiding principles in example contexts when planning and implementing service improvements

Apply the ‘CSI approach’ and manage improvements in any given organisational environment

  • Describe the purpose and main outputs of each step of the CSI Approach
  • Use the CSI Approach tools and techniques successfully in a given specific context
  • Apply the CSI approach to a given context, demonstrating an understanding of the critical competences, the guiding principles and the scientific method

Use metrics and measurement to ensure continual service improvement

  • Define critical success factors (CSFs) using a relevant hierarchical approach
  • Determine key performance indicators (KPIs) to underpin a critical success factor
  • Analyse CSFs and KPIs in a given context to ensure that they are balanced betweenthe four categories
  • Define a current state assessment in a given context
  • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Communicate effectively to enable continual service improvement

  • Explain the nature, value, importance and benefits of good communication
  • Explain communication principles
  • Explain the purpose and value of communication tools and techniques
  • Use relevant communication tools and techniques to support improvement in a givencontext
  • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

Apply organisational change management to support continual service improvement

  • Explain the role and impact of OCM in successful improvement
  • Describe the purpose and value of OCM activities
  • Use relevant OCM tools and techniques to support improvement in a given context
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles


  • Exam duration is 2 hours and 15 minutes
  • Scenario based, multiple choice
  • Open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
  • Pass mark is 28 marks or higher out of 40 (70%)
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