The ITIL® Practitioner certification provides an opportunity to learn how to apply the concept of “adapt and adopt” utilizing ITIL guidance. The focus of this course is to provide guidance on how to follow the Continual Service Improvement (CSI) approach. This course focuses on how to apply the ITSM guiding principles related to three key learning outcome objectives:
  1. Organizational Change Management
  2. Communication
  3. Measurement and Metrics

What You Will Learn

  • IT Service Management concepts that drive Continual Service Improvement
  • How to apply the CSI approach to manage improvements
  • Utilize metrics and measurements to enable CSI
  • Apply organizational change management to support CSI initiatives

Who Should Attend?

  • The course is open to all Service Management professionals who hold a current ITIL Foundation Certificate.
  • CSI Managers and CSI focused professionals
  • Process owners

Course Outline

  • Timeframe: 2 hours 15 minutes
  • Materials: The exam is open book, students are allowed to utilize the ITIL Practitioner Guidance during the exam as reference material
  • Format: Scenario based questions, related to a case study
  • 6 sets of multiple choice-based questions
  • 40 questions total worth one point
  • Passing score: 70% 28 out of 40 to pass
  • ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level certifications
  • ITIL Practitioner is worth three credits towards the ITIL Expert qualification
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Public Classroom

Price: $1,699

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description