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ITIL® Practitioner

ITIL® Practitioner is the second in the set of ITIL® trainings, needed to progress to the next level within the ITIL® certification cycle. It covers the basic topic that each person managing IT Services should be familiar with.


One of the following ITIL® Foundation certifitaces:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
  • Providing the comprehensive knowledge on organizational change management methods in the context of adapting and adopting ITIL® best practices within organization
  • In-depth understanding of the ITIL® Continual Service Improvement approach needed to develop a culture of measurement that continually tests value, quality, performance and compliance of the services within the service portfolio
  • Understanding the importance of effective communication especially as an essential aspect ofeach organizational change

CIOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, all IT people who require a detailed understanding of the ITIL® Continual Service Improvement phase.


Presentation, lecture, discussion, case study and assignments.

  • Multiple choice test; 40 scenario-based questions
  • Pass mark: 70% (28 out of 40)
  • Open book: yes, ITIL® Practitioner Guidance
  • Electronic devices permitted: no
  • Time allocation: 135 mins./ 165 mins.

Classes conducted by an accredited trainer; accredited by Axelos course materials in Polish or in English; interactive revision sessions as well as additional handouts useful for preparation for the exam; unlimited coffee breaks and lunch (refers to classes located in Sii); ability to participate in the accredited exam; certificates

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


  • Quint Wellington Redwood
Training scope
  • Introduction: brief revision of the main concepts of ITSM, CSI approach; scenario-based learning rules
  • Organizational Change Management: purpose, the Kubler-Ross change curve, essentials for successful improvement, implementing successful change
  • Comunication: principles of effective communication; communication types and techniques
  • Measurement and metrics
  • 9 Guiding Principles
  • Exam preparation and Mock exam
  • Accredited exam (optional)
  • The number of participants : 8-15 people
  • Duration : 2 days
  • Language : Polish/English
  • Course material : English
  • Exam : English

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