Class Details

Price: $2,190

Course Includes:

  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam voucher
  • A second voucher included with full purchase
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon -- *only at participating locations

ITIL Practitioner certification offers practical guidance on how to adopt and adapt the ITIL framework to support your business objectives. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM). ITIL Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.


Course Outline

Module 1: Introduction

  • Using ITIL -- adopt and adapt
  • Understanding service
  • Delivery models
  • Service management versus IT service management

Module 2: Guiding Principles

  • ITSM Guiding Principles
  • Applying the Guiding Principles

Module 3: The CSI Approach

  • Characteristics of the CSI Approach
  • Step-by-step guide to the CSI Approach

Module 4: Metrics and Measurement

  • What is measurement for?
  • Critical success factors and key performance indicators
  • Metric cascades and hierarchies
  • Metric categories
  • Assessments 
  • Reporting
  • Continual improvement of metrics and measurement

Module 5: Communication

  • Why good communication is important
  • Communication principles
  • Communication techniques

Module 6: Organizational Change Management

  • Essentials for successful improvement
  • Clear roles and responsibilities
  • OCM and ITIL change management
  • Impact of organizational change management
  • Understanding people's transition through change
  • Key activities for effective organizational change management
  • Continual improvement of organizational change management


At the conclusion of this course, you will be able to do the following:

  • Use IT Service Management concepts that are important drivers of continual service improvement
  • Apply the ITSM guiding principles in a real-world context
  • Apply the CSI approach to manage improvements in a given organizational context
  • Use metrics and measurement to enable continual service improvement
  • Communication effectively to enable continual service improvement
  • Apply organizational change management to support continual service improvement

Class Exam


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  • Number of Questions: 40
  • Passing Score: 70%
  • Duration: 105 minutes
  • Format: Scenario-based multiple choice supported by a case study. Exam is open book--The Practitioner Guidance is allowed for reference
  • Exam Administers: EXIN, ISEB, APMG, (LCS) Loyalist Certification Services and CSME


  • The Practice of Service Management
  • The Service Lifecycle
  • Understanding of Concepts and Definitions
  • Key Models and Principles
  • Selected Processes
  • Selected Functions
  • Selected Roles
  • Architecture and Technology

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. Register for exams by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757. 

Register for Class

Date Location
01/22/20 - 01/23/20, 2 days, 8:30AM – 4:30PM Tysons Corner, VA Register
02/04/20 - 02/05/20, 2 days, 8:00AM – 5:00PM Columbia, MD Register
02/18/20 - 02/19/20, 2 days, 8:00AM – 5:00PM Online Register
07/21/20 - 07/22/20, 2 days, 8:00AM – 5:00PM Online Register
07/22/20 - 07/23/20, 2 days, 8:00AM – 5:00PM Tysons Corner, VA Register
08/04/20 - 08/05/20, 2 days, 8:00AM – 5:00PM Columbia, MD Register