ITIL-P: ITIL® Practitioner | IT Training & Certification | Info Trek
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ITIL-P: ITIL® Practitioner

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    Public Class
    • HRDF SBL Claimable
    • Lunch & refreshment provided
    • Certificate of Attendance available
    Starting From
    RM 6500.00
    3 Days
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    Private Class
    • All of our private classes are customized to your organization's needs.

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    3 Days

Course Details

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The ITIL Practitioner offers practical guidance to support your business's objectives, developing the skills to apply ITIL® concepts in the organization, ensuring business value by delivering fit-for-purpose and fit-for-use services. At the same time, the course and qualification gives confidence to managers that the attendants are ready to initiate and successfully carry out required improvement initiatives.

ITIL® Practitioner covers the Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives. ITIL® Practitioner also covers three key areas crucial for success of any improvement initiatives:

Organizational Change Management


Measurements and Metrics

ITIL ®Practitioner does not replace any of the existing ITIL qualifications. ITIL Practitioner is complementary to-and fits in with- the current ITIL qualification scheme. ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level qualifications.

  • IT Professionals
  • IT Support Staff
  • Application Engineers,
  • Project and Business Managers
  • Any member of an IT team involved in the delivery of IT Services

To take the ITIL ® Practitioner exam, individuals must hold an existing ITIL Foundation certificate.

This program will be presented via interactive lecture and practical hands-on activities

Upon completion of this program, participants should be able to:

  • 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


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  • Scenario based learning
  • The CSI approach
  • Certification
  • Get to know each other
  • Introduction to the scenario
  • The CSI approach: What is the vision? Where are we now?
  • Purpose and approaches
  • Essentials for successful improvement
  • Implementing Successful Change
  • Continual Improvement of OCM
  • The CSI approach: Where do we want to be?
  • Good communication
  • Communication Principles
  • Communication Techniques
  • Types of communication
  • The CSI Approach: How do we get there?
  • Measurements and Metrics in CSI
  • Cascades and Hierarchies
  • Metrics Categories
  • Assessments
  • Reporting
  • The CSI approach: Did we get there?
  • The CSI approach: How do we keep the momentum?
  • The guiding principles
  • Applying the guiding principles


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