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 Enquiry


Enquire Now

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Peterborough


In Cambridgeshire, a cathedral city is located called Peterborough. It had a population of 183,631 in 2011. Historically, it is a part of Northamptonshire. It is 121 km north of London located on River Nene which flows into the North Sea 48 km to north-east. Between London and Edinburgh, a railway station on East Coast Main Line is an important stop.

Human settlement in this area started before Bronze Age. Monasteries were built in an Anglo-Saxon period called Medeshamstede which was later known as Peterborough Cathedral.

After the arrival of railways, the population grew rapidly. Peterborough is known for its brick manufacturing. Population and housing expanded. Industrial employment declined with a significant proportion of commercial distribution and services.


In 1901, the population of Peterborough was 30,000. During the 20th century, conditions in Peterborough got improved. In 1900 Peterborough gained an electricity supply. In Cumbergate FeoFee almshouses were constructed in the year 1903. Between 1903 and 1930 electric trams started running through streets of Peterborough.

In 1911 first cinema was opened. In 1920s first council houses were established in Peterborough. In 1928 War Memorial Hospital was built. City Museum was opened in 1929. In 1933 new Town Hall was built. New bridge over Nene in Peterborough was constructed in 1934. The public swimming pool was opened in 1938.

In 20th century, many industries developed in Peterborough that include tool and corset making. Destiny of Peterborough changed forever in 1967 when it was decided to establish it as a new town. At that time Peterborough had a population of around 80,000. In 1968 Development Corporation was formed.

Construction began dramatically in 1970 at Peterborough. In the 1970s and 1980s new suburban areas were established at Orton and Bretton. New District Hospital was established in 1969 in Peterborough. This hospital was incorporated with old War Memorial Hospital. In 1973 Key Theatre was built.

The new shopping centre was opened in Peterborough in late 20th century. In 1964, Hereward Cross Centre was opened. In 1982 Queensgate Centre was opened. In 1989 Rivergate Centre was opened. Peterborough included various industries like a brick, tile marking, diesel engines, farm machinery and electrical equipment. The present population of Peterborough is 186,000.