A Quick Glance

  • black-arrow

    Build a career in service management to get more success and opportunities in future projects

  • black-arrow

    Get essential skills needed to apply ITIL® in the organisation

  • black-arrow

    PeopleCert accredits all ITIL® courses of Pentagon

  • black-arrow

    Delivered by certified instructors in luxury venues

  • black-arrow

    Courses are delivered in various modes like classroom, online and on-site according to the comfort of the customers

As the dependency on IT services increased, a method was needed using which the IT operations can be handled. To solve this, ITIL® (Information Technology Infrastructure Library) was introduced that focuses on aligning IT services with the needs of the business. ITIL® is most commonly used the framework to manage IT services. It provides a structure to manage and deliver different services for consistent and better user experience. In ITIL®  Practitioner course, learn to implement various concepts and terminologies learnt in ITIL®  Foundation. ITIL®  Practitioner Certification is designed to successfully implement service improvements based on the ITIL®  philosophy of “adopt and adapt”.

Pentagon Training’s ITIL® Practitioner training provides a comprehensive understanding of the ITIL® framework to meet requirements of the organisation by using continual service improvement approach.  


Who should take this course

Target Audience

ITIL® Practitioner is best suited for the following audience:

  • IT professionals who want to have details understanding of the principles of service improvement
  • Those who hold ITIL® Foundation Certificate can enrol for this course
  • The professionals who are involved in IT development, IT operations, and IT service management


The professionals who want to attend this course must hold ITIL® Foundation certificate with them. Having some prior experience in this sector can be beneficial for the candidates.


What Will You Learn

  • Learn to use IT Service Management concepts that are key drivers of continual service improvement
  • Apply the ITSM guiding principles in context of real world
  • Determine how to use metrics and measurement for enabling continual service improvement
  • Learn how to communicate effectively with team members involved in the team
  • Apply organisation change management to support continual service improvement
  • Get to know about various tips and tricks needed to clear the ITIL® Practitioner exam by our trainer
  • Apply CSI approach for managing process improvements in a given organisational context
  • Determine the use of various measurement tools and techniques for continual service management within the organisation



What's included

  Course Overview

Pentagon Training introduces ITIL® Practitioner course that helps the delegates to apply and understand ‘how’ to use the guidance of ITIL®  for delivering service improvement within the organisation. This course focuses on the practical application of the concepts and principles that are used in ITIL®  Foundation. Our courses are delivered by experienced and certified trainers who have extensive experience in their domain. The intent of the course is to make the concepts and terminologies clear by giving real world examples. Pentagon Training provides many training options like online, on-site and classroom. You can choose the program according to your comfort or requirement. We guarantee you that our study material will be latest and is delivered through instructor who is certified in that particular domain.

ITIL® Practitioner course focuses mainly on following topics:

  • Service Management concepts
  • Service improvement approach
  • Guiding principles
  • Change Management in organisation
  • Metrics and Measurements
  • Communication and its effects
  • Tricks for passing ITIL Practitioner exam



The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 40 Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates to get a deep understanding of the subject. 

The exam will be of 135 minutes and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. In case, someone is not comfortable with English, we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query you can contact our help and support team anytime.


  Course Content

Introduction to Service Management

  • Key concepts and terminologies
  • “Adopt” and “Adapt”
  • Costs and risks involved
  • Guiding Principles
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

 Service Management Approach

  • Define Vision
  • Scope and Terminology
  • Current situation of organisation and objective
  • Results or outcomes
  • Maintaining good work

 Change Management in organisation

  • Define Change Management
  • Benefits of Change Management
  • Resistance sources
  • People transition
  • Management of Stakeholders
  • Management of sponsors
  • Managing resistance
  • Reinforcement

 Metrics and Measurements

  • CSFs and KPIs
  • Different tools required
  • Metric cascades and hierarchies
  • Categories of Metric

 Overview of Communication

  • Introduction to communication
  • Modes of communication
  • Benefits and Limitations
  • Good and Bad communication
  • Effects of Bad communication
  • Good communication and its benefits
  • Principles of communication
  • Types of communication




ITIL® Practitioner Schedules

Course Name Duration Dates Price
ITIL® Practitioner 2 days Newcastle
ITIL® Practitioner 2 days Newcastle
ITIL® Practitioner 2 days Newcastle

About Newcastle


Newcastle upon Tyne is also known as Newcastle is a city located in North East of England. Newcastle is 166 km south of Edinburgh, 466 km north of London on River Tyne northern bank. It is a populous city in Northeast and also forms the core of Tyneside conurbation. This core of Tyneside is the eighth most populous urban area in the United Kingdom. Earlier, Newcastle was part of Northumberland County until 1400 when it became country itself. Newcastle is a home to Newcastle University. University is a member of Russel group and Northumbria University.

The city was developed during ancient settlement. Newcastle got its name after a castle built in 1080 by Robert Curthose. It grew as an important wool trade centre in the 14th century and later as major coal mining area. In Newcastle port was developed in the 16th century. Shipyards down the River Tyne was among the world largest shipbuilding as well as ship repairing centres. Newcastle economy includes digital technology, tourism, retail, cultural centres, corporate headquarters and learning. With the help of these city contributes 13 Billion Euro toward GVA of United Kingdom. Icons of Newcastle are Tyne Bridge and Newcastle United Football.


Electric trams started in Newcastle upon Tyne streets in 1901. Later these trams were replaced by buses. In 1901 Laing Art Gallery was established. Shipley Art Gallery was opened in 1917. The first cinema in Newcastle was opened in 1909. In 1900 Redneugh Road Bridge was built. In 1906 King Edward VII Railways Bridge was established. In 1925 Hatton Gallery was founded and In 1928 Tyne Bridge, a Suspension bridge was erected. In 20th-century coal exports decreased. In 1956 last coal mine that was located within boundaries of Newcastle was closed. Shipbuilding also decreased. During 1930’s mass unemployment occurred in Newcastle. In 2000 Life Science Centre was opened and In 2001 Millennium Bridge was opened. The present population of Newcastle Upon Tyne is 284,000.


During the 19th century, Newcastle played a significant role in the industrial revolution. Newcastle was leading centre for shipbuilding, coal mining, engineering, manufacturing and munitions. In the second half of 20th century, heavy industries declined. The city is known for its commitment to environment related issues. A programme was planned for Newcastle to become ‘the first Carbon Neutral town’. These plans slowly slipped, and now it hopes to become carbon neutral by 2050. Newcastle is a commercial and educational focus for North East England. The economy of Newcastle contributes around 13 billion Euros to UK GVA. Central Business District is situated in the Centre of the city. This is bounded by the central station, Haymarket and Quayside areas.