A Quick Glance

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

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    Get essential skills needed to apply ITIL® in the organisation

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    PeopleCert accredits all ITIL® courses of Pentagon

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    Delivered by certified instructors in luxury venues

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    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 Oxford
ITIL® Practitioner 2 days Oxford
ITIL® Practitioner 2 days Oxford
ITIL® Practitioner 2 days Oxford
ITIL® Practitioner 2 days Oxford

About Oxford

Oxford is a city located in South East region of England and county town of Oxford-shire. In 2015, it had a population of 168,270 that makes it 52nd the largest town in the United Kingdom. Oxford is one of the fastest growing and diverse city. From London, Oxford is situated at 57 miles, 69 miles from Bristol, 62 miles from both Birmingham and Southampton and 25 miles from Reading.

It is a home of the University of Oxford that is the oldest university in the English-Speaking world. Oxford is also known as ‘City of Dreaming Spires’, and poet Matthew Arnold invented this term. Oxford has a wide economic base. Various industries in Oxford include education, publishing, motor manufacturing, science-based businesses, academic offshoots and various information technology.


The first cinema in Oxford was established in 1910. Christchurch Memorial Gardens was laid out in 1926. In 1913 fate of Oxford changed when a man named Morris began making cars in the city. In 1919 radiator making company was developed and in 1928 pressed steel company that made car bodies. Oxford was prosperous city and important manufacturing center. In 1929 boundaries of the city was extended to include Summertown, Wolvercote, Headington, Cowley and Iffley. Oxford police station was established in 1936, and 1930’s various new houses were built in Cowley, North Hincksey and Botley. Museum of History of Science was opened in 1924, and Hincksey Park was opened in 1934. In 1953 St Clares College was opened and in 1965 Cowley Shopping Centre opened. Gallery of Modern Art in Oxford was opened in 1966 and College of Further Education was established in 1972. Meanwhile, Roger Bannister became the first person to run a mile in less than 4 minutes at Oxford.

Today major industries in Oxford are car manufacturing, making vehicle parts and publishing. There is a biotech industry in Oxford. In 2006 Oxford Castle opened to the public and now the population is 151,000.

More about Oxford City

Oxford also called ‘City of Dreaming Spires’ is famous for its place in history and the University. For around 800 years, it has been home to various scholars and royalties. Nowadays city has become a cosmopolitan town. With the home to ancient university, it is also growing in information technology. Various businesses are located in and around the city. Oxford is a perfect mix of old and modern and plenty of tourists visit here. They visit many historic buildings, museums, colleges, going out for meal or drink, watching the show or doing shopping, Oxford contain everything.

Whether visiting for pleasure or business in Oxford, you will find a broad range of hotels, apartments, accommodation and self-catering services. Oxford is little away from various other attractions and capital city, London.