This course is designed as preparation to sit the ITIL practitioner examination which is included in the course delivery. It will tell students "how" to implement service improvements based around ITIL’s philosophy of ‘Adopt and Adapt’. It has an holistic syllabus covering 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management.

The course leads up to the Axelos ITIL practitioner exam which is sat during the course. Successfully passing (70%) the 1 hour 45 minute, open book examination, consisting of 40 case study based multiple-choice questions, leads to the ITIL practitioner certificate. This is worth 3 credits towards the ITIL expert award.


  • The course is aimed at those engaged in IT development, IT operations and IT service management
  • Individuals wishing to have detailed understanding of the principles of service improvement
  • Understand how to define services in terms of value, cost, outcomes and risk
  • Using the guiding principles of service improvement
  • Anchoring programmes to the service improvement approach
  • Appreciate and act on organizational change principles
  • Be able to define and report using meaningful metrics
  • Plan effective communications for improvement
  • Be ready to sit the ITIL practitioner examination

4 hours mandatory pre-course work.

Service Management Concepts

Adopt and Adapt
VOCR – Value, outcomes, costs and risks

Guiding Principles

Focus on value
Design for experience
Start where you are
Work holistically
Progress iteratively
Observe directly
Be transparent
Keep it Simple

Service improvement Approach

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
How do we know we’ve arrived?
How do we keep the momentum going?

Organizational Change Management (OCM)

What is OCM?
Sources of resistance
People transition
Stakeholder management
Sponsor management
Resistance management

Metrics and Measurements

What is measurement for?
CSFs and KPIs
Metric cascades and hierarchies
Metric categories


Issues caused by poor communication
Benefits of good communication
Communication essentials
Communication principles
Communication types

Tips for the exam

ITIL foundation (V3 equivalent, V3 or 2011) is a mandatory requirement.


This course is accredited by PeopleCert.


Working in partnership with Global Knowledge