A Quick Glance

Based on ITIL® philosophy of “adopt and adapt”, ITIL® Practitioner course provides essential knowledge and skills required to deploy service improvements and improve service management practices within an organisation. ITIL® Practitioner comes after ITIL® Foundation certification. The delegates will learn how to plan and implement nine guiding principles of service improvement, organisational change management, metrics and measurement and service improvement approach within the organisation.



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    ITIL® Practitioner course is fully accredited by PeopleCert

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    Gain practical knowledge of implementations based on “adopt and adapt” within the organisation

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    Courses delivered by certified instructors in luxury venues

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    Training includes real world examples to help the delegates in understanding the concepts easily

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    Pearce Mayfield offers the best price in the industry

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    Our help and support team is always available to handle your queries

The delegates must have completed ITIL® Foundation course before attending the ITIL® Practitioner course. They must hold ITIL® Foundation certificate and must be presented to the instructor on the day of the exam.

  • ITSM Architects
  • CSI Managers
  • Business Process Improvement teams
  • ITSM Project teams
  • ITSM Program Manager
  • Process Manager
  • SMO leader
  • Professionals who want to learn how to adopt and adapt the ITIL® framework in the organisation
  • Individuals who want to gain knowledge of CSI approach to structure any improvement initiatives

Exam(s) included




Key Learning Points


Tutor Support

  • Learn to implement the key concepts and terminologies used in service management
  • Identify and deploy the nine guiding principles for better output
  • Determine the difference between good and bad communication
  • Identify the use of measurement tools and techniques for continual service improvement
  • Learn how to use IT Service Management within the organisation

Course Overview

ITIL® Practitioner course provides a systematic way of using ITIL® guidance to improve new or existing organisational service. The delegates can garner the skills required to implement ITIL® in the organisation. At Pearce Mayfield, the training is delivered by certified and experienced instructors to make sure that the delegates have a clear picture of the subject with real-world examples.

ITIL® Practitioner delves deeper into the fundamental concepts that are learned at a Foundation level. It helps in identifying and delivering service improvements in the more practical manner by adopting the ITIL® framework. During the training, the delegates will learn how to use three critical competencies, Continual Service Improvement (CSI) approach and nine guiding principles for making improvements.

During the training, the delegates will focus on the following aspects:

  • Service Management concepts
  • Guiding principles
  • Service Improvement approach
  • Change Management in organisation
  • Metrics and measurements
  • Communication and its types


The exam will be conducted at the end of the training to measure the knowledge gained. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. Each question will have four options out of which one is correct. The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

  • 40 multiple choice questions (MCQ’s)
  • 70 percent marks required to clear the exam
  • Exam duration- 2 Hrs 15 Mins

Course Content

Overview of Service Management

  • Define Service Management
  • Key concepts and terminologies
  • “Adopt” and “Adapt”
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

Overview of Service Management Approach

  • Define Service Management Approach
  • Define Vision
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

Overview of Change Management in Organisation

  • Define Change Management
  • Resistance sources
  • People transition
  • Management of stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

Overview of Metrics and Measurements

  • Define Metrics and Measurements
  • CSFs and KPIs
  • Metric cascades and hierarchies
  • Categories of Metric

Overview of Communication

  • Introduction to communication
  • Value of good communication
  • Importance of good communication and its benefits
  • Principles of communication
  • Types of communication

ITIL® Practitioner Schedules

Course Name Duration Dates Price
ITIL® Practitioner 2 days Canterbury
27-08-2019 £3499.00
ITIL® Practitioner 2 days Chelmsford
27-08-2019 £3499.00
ITIL® Practitioner 2 days Chorley
27-08-2019 £3499.00
ITIL® Practitioner 2 days Guildford
27-08-2019 £3499.00
ITIL® Practitioner 2 days Ipswich
27-08-2019 £3499.00
ITIL® Practitioner 2 days Leicester
27-08-2019 £3499.00
ITIL® Practitioner 2 days Oxford
27-08-2019 £3499.00
ITIL® Practitioner 2 days Plymouth
27-08-2019 £3499.00
ITIL® Practitioner 2 days Preston
27-08-2019 £3499.00
ITIL® Practitioner 2 days Crewe
27-08-2019 £3499.00