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ITIL® Practitioner

Length: 2 Days    Cost: $2,150 + GST    Version: ITIL®

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About this Course

The ITIL Practitioner course offers practical guidance for professionals on how to adopt and adapt ITIL® for their organisation. This course is the next step for individuals who have earned ITIL Certification, specifically those who have attended any intermediate modules, and are familiar with the 'what' and 'why' of ITIL. ITIL Practitioner will focus on the 'how'.

This immersive case study driven course is developed by practitioners for practitioners! During the 2-day course, individuals, teams, and organisations will learn to address the challenges faced by them due to IT Service Management (ITSM) improvement initiatives.

The course is packed with interactive assignments, tools, checklists, and guidance on how to make the improvement changes happen. You will learn to describe, explain, and distinguish among the various elements of being an ITIL Practitioner. Moreover, it helps you in practice solving, calculating, and applying the knowledge and techniques to a realistic scenario. The course also includes a toolkit and continuous learning track to give you an ongoing support throughout your improvement journey.

ITIL Practitioner does not replace any of the existing ITIL qualifications but is designed as a bridge between the Foundation and Intermediate courses.


This course is of interest to all IT Service Management professionals. Whether working in customer service or involved in running projects, everyone should be able to identify, initiate, and successfully complete service improvement initiatives either small or large
IT Management
IT Support Staff
IT Consultants
Business Managers
Business Process Owners
IT Developers
Service Providers
System Integrators

ITIL Practitioner benefits
Those who are currently ITIL Foundation certified
Existing ITIL Intermediate users and ITIL Experts
Individuals who are dedicated to continual professional development


Hold an ITIL Foundation Certificate is compulsory

At Course Completion

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.

Course Outline

Module 1: Course Introduction
<ul><li>Course Learning Objectives</li>
<li>Course Agenda</li>
<li>Scenario-based Learning</li>
<li>CSI Approach</li>
<li>Guiding Principles</li>
<li>Course Structure</li>
<li>Get to Know Each Other</li></ul>

Module 2: The Journey
<ul><li>A Message from the CEO</li>
<li>Current Challenges</li>
<li>The CSI Approach: What is the vision? Where are we now?</li>
<li>The Assignment</li>
<li>Sources and Inputs</li>
<li>Decision Time!</li>
<li>Template: Elevator Pitch</li>
<li>Template: SWOT Analysis</li>
<li>Template: Stakeholder Analysis Worksheet</li>
<li>Template: Orientation Worksheet</li>
<li>Template: CSI Register </li></ul>

Module 3: Organisational Change Management (OCM)
<ul><li>Purpose and Approaches</li>
<li>Essentials for Successful Improvement</li>
<li>Implementing a Successful Change</li>
<li>Continual Improvement of OCM </li></ul>

Module 4: The Desire
<ul><li>The CSI Approach: Where do we want to be?</li>
<li>Vision to Measurement Trail</li>
<li>Our Goals and Value</li>
<li>Never Lose the Big Picture!</li>
<li>Company Requirements</li>
<li>The Assignment</li>
<li>Sources and Inputs</li>
<li>Presenting the Power of the Story</li>
<li>Template: Presentation Worksheet</li>
<li>Template: Stakeholder Worksheet</li>
<li>EJ Airways CSI Register </li></ul>

Module 5: Communications
<ul><li>Good Communication</li>
<li>Communication Principles</li>
<li>Communication Techniques</li>
<li>Types of Communication</li></ul>

Module 6: The Roadmap
<ul><li>The CSI Approach: How do we get there?</li>
<li>Refresher: Five Major Aspects of Service Design</li>
<li>Refresher: Balanced Scorecard</li>
<li>Mixing Frameworks and Methods</li>
<li>A Message from Lynda, Head of PR</li>
<li>The Assignment</li>
<li>Sources and Inputs</li>
<li>Getting into Character: You are EJ Airways!</li>
<li>A Message from the CEO</li>
<li>Meeting Time</li>
<li>Template: Implementation Plan (including RACI and Workshop Checklist)</li>
<li>Template: Meeting Notes</li>
<li>Template: Balanced Scorecard </li></ul>

Module 7: Metrics and Measurements
<ul><li>Metrics and Measurements in CSI</li>
<li>Cascades and Hierarchies</li>
<li>Metrics Categories</li>
<li>Reporting </li></ul>

Module 8: Check, Control, and Redirect
<ul><li>The CSI Approach: Did we get there?</li>
<li>Refresher: DIKW Model</li>
<li>Benefits Realisation</li>
<li>Progress Iteratively</li>
<li>The Assignment</li>
<li>Sources and Inputs</li>
<li>Analysis Time</li>
<li>Stop Your Work</li>
<li>Discussion Time</li>
<li>Template: Communications Campaign Checklist</li>
<li>Template: Report Worksheet</li>
<li>CSI Register</li>
<li>Template: Benefits Realisation Review</li>
<li>Email: Automated Baggage Drop</li>
<li>Email: Baggage Handling System</li>
<li>Email: Internet on Board</li>
<li>Memo: Culture Impacts </li></ul>

Module 9: Stay Tuned
<ul><li>The CSI Approach: How do we keep the momentum going?</li>
<li>Resistance Management Plan</li>
<li>Reinforcement with Balanced Diversity</li>
<li>The Assignment</li>
<li>Sources and Inputs</li>
<li>CEO’s State of Mind</li>
<li>Debate Time</li>
<li>Template: Resistance Management Plan </li></ul>

Module 10: Guiding Principles
<ul><li>The Guiding Principles</li>
<li>Applying the Guiding Principles</li></ul>

Module 11: Exam Preparation Guide

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