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Service Desk Transformation Conference

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Overview:  NEW COURSE

ITIL® Practitioner level has been developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It is the next step after ITIL Foundation for professionals who have already learned the basics of IT Service Management (ITSM) and the business value of well-designed and delivered services.

ITIL Practitioner shows how to start adopting and adapting the ITIL framework within day-to-day situations and responsibilities, giving individuals more confidence in their ability to structure and contribute to ITSM initiatives.

ITIL Practitioner CSI



Karen Ferris on ITIL Practitioner
Stuart Rance on ITIL Practitioner
Whitepaper - Transforming IT service management knowledge

This course focuses on:

  • Giving practical guidance on how individuals can leverage Continual Service Improvement (CSI), a fundamental lifecycle stage in ITIL, to maximise the benefits of its adoption and adaption.
  • Aiming to improve the capability of individuals throughout the business, to adopt and adapt ITIL in their day to day roles for maximum business benefits.
  • Making use of further evolved technological capabilities – such as automation, real-time reporting and Cloud computing – to increase the quality of service design and the efficiency of service delivery.
  • Leveraging other philosophies, frameworks, good practices and methodologies – including e.g. Lean, DevOps, Agile and SIAM – to further enhance the value of ITSM.    

Course Outline:

1. Introduction

  • Definition of a Service
  • Case Study in Relationships

5. Communication

  • Communication
  • Stakeholder Communication Plan and Business Case

2. Guiding Principles

  • Understandind the Guiding Principles

6. Organisational Change Management

  • Organisational Change Management
  • OCM Tools

3. CSI Approach

  • Building the CSI Approach

7. CSI Approach

  • Application of the CSI Approach

4. Metrics and Measurements

  • Examples
  • Case Study
  • Assessment


Who Should Attend:

ITIL Practitioner is aimed at all IT service management professionals; an ITIL Practitioner demonstrates a commitment to both their personal and organizational development at any level. Because this approach is so unique, ITIL Practitioner benefits:

  • Those that do not currently hold an ITIL certification
    • ITIL Foundation and ITIL Practitioner go hand in hand; first learn the knowledge, then learn how to put it into practice. By studying both qualifications in succession, individuals will be ready to hit the ground running when returning to the workplace
  • Those that are currently ITIL Foundation certified
    • ITIL Practitioner is the perfect next step; individuals have the knowledge, but need to develop their experience with ITIL and the know-how to put it into practice, and this is where ITIL Practitioner comes in.
  • Existing ITIL Intermediate users and ITIL Experts
    • Individuals who are dedicated to continual professional development
    • Practitioner offers 3 credits towards Expert level
    • Minimal overlap with existing modules – and incorporates good practices from other methodologies, frameworks and philosophies

Qualification Information:

ITIL Practitioner is complementary to and fits in with the current ITIL qualification scheme.

  • To take the ITIL Practitioner exam, individuals must hold an existing ITIL Foundation certificate.
  • ITIL Practitioner is worth three credits towards the ITIL Expert qualification.
  • ITIL Practitioner is also worth 15 points towards the AXELOS’ Professional Development Programme ITIL digital badge.
  • The examination is open book and made up of multiple choice questions based on a scenario.


Further Details:

ITIL Practitioner Infographic (AXELOS)

Download PDF Version of the Practitioner Brochure

Whitepaper - Transforming IT service management knowledge


    The ITIL Certification Exam is included in all HDAA's ITIL Public Course pricing.
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For an On-site quote, please contact HDAA on T: 1300 130 447.