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 Warwick

Warwick is the region urban of Warwickshire, England. The town dishonesties upon the River Avon, 11 miles (18 km) south of Coventry and fair west of Lamington Spa and Whitnash with which it is touched. At the 2011 United Kingdom review, it had a populace of 31,345.

There was human action at Warwick as early as the Neolithic period, and continuous occupancy since the 6th century. It was a Saxon burh in the 9th century, Warwick Castle was recognised in 1068 as part of the Norman conquest of England. Warwick School rights to be the eldest boys' school in the country. The earldom of Warwick was formed in 1088, and the early restrained the town in the feudal period and constructed city walls, of which Eastgate and Westgate endure. The castle industrial into a stone stronghold and then a country house and is today a general tourist attraction.


Population growth has led to Warwick flattering combined to its larger neighbouring town Lamington Spa with which its procedures a small city. The two cities are now along with Kenilworth and Whitnash. These are managed as part of Warwick District. Warwickshire County Council leftovers based in Warwick itself.

Warwick is signified in Parliament as part of the Warwick and Leamington electorate. It has been detained by the Conservative Party since the 2010 general election; since then, Chris White has been the constituency's Member of Assembly. From the 1945 general election until 1997 the electorate elected a Traditional MP. In 1997 a Labour MP was chosen and retained the seat until 2010 when White was chosen.



Antiquarian William Dugdale wrote in the 17th century that Warwick was stand up upon a rocky climb from every side, and in a dry and fertile soil, consuming rich and pleasant fields on the south part and woodland on the north. Two issues have pretentious Warwick's constructed environment: the Great Fire of 1694 and the lack of industrialisation. The fire demolished much of the town, and the next transformation was mainly in one style. In the 19th century, when other cities were fast rising during the Industrial Rebellion, Warwick did not know the same development. Part of the reason Warwick did not grow as a centre of the industry was that the town did not lie on significant roads and the River Avon was not manoeuvrable as far as Warwick.


Warwick crowds annual centenaries reaching from the Spoken Word to Classical and Modern Music to a Folk Festival and a Victorian Evening, detained in late November or early December. St. Mary's Church crowds a series of Early Music performances, and the Bridge House Theatre hosts the Music-in-Round performances. Warwick Chamber of Trade assistances to endorse the town for companies, inhabitants and traders. The city is also well-known for Warwick Castle, the building of which instigated in 1068. The city centre is also recognised for its significant building and covers a combination of Tudor and 17th-century buildings. In topical years several high-profile national and international businesses have set up large office developments in and around Warwick, notably National Grid plc. And IBM.