Training course
digicode: ITILPM
ITIL® Practice Manager (Version 5)
Course facts
Download as PDFITIL® Transformation
- Understanding the ITIL® Guiding Principles and their significance for organizations
- Understanding the key concepts of products, services, and product and service management
- Understanding the four dimensions of ITIL® product and service management and how they interact
- Understanding the purpose and components of the ITIL® Service Value System (SVS)
- Understanding the ITIL® product and service lifecycle
- Knowing the definition and scope of transformation in the ITIL® context
- Understanding the characteristics and different types of change (e.g., disruptive vs. uncertain)
- Understanding the four levels of the ITIL® Transformation Model (Governance, Positioning, Implementation, Learning)
- Applying the phases and steps of the ITIL® Transformation Model to simple scenarios
- Evaluating transformation approaches based on models, levels, and fundamental concepts
ITIL® 4 Practice Manager: Monitor, Support and Fulfil
- Defining the key concepts, principles, value and challenges of these five management practices of ITIL® 4
- Ensuring stakeholders understand the strategic and operational requirements to create value together
- Integrating the practices into the organization's value streams
- Understanding the interfaces and synergies between these five practices
- Applying metrics and success factors to improve performance
- Measuring, evaluating, and evolving these practices using the ITIL® maturity model
ITIL® 4 Practice Manager: Plan, Implement and Control
- Understanding the practice success factors for the practices covered and what to look out for to be successful
- Establishing IT asset management to maximise the value of your assets
- Planning and implementing an appropriate IT asset lifecycle for different assets
- Planning and performing an IT asset management audit
- Developing a suitable change enablement for the organisation with different change types and change authorities
- Understanding the different types of deployments that can be distributed across the organisation and when they are appropriate
- Ensuring that releases are planned appropriately for the organisation and that the process is structured appropriately
- Understanding the concept of configuration items to determine which CI types are relevant to your organisation
ITIL® 4 Practice Manager: Collaborate, Assure and Improve
- Understanding the key concepts, principles, values and challenges of the five management practices of ITIL® 4
- Ensuring that stakeholders understand the strategic and operational requirements to jointly create value and achieve business objectives
- Integrating the practices into the organization's value streams
- Understanding the interfaces and synergies between the five practices
- Applying the metrics and practicing the success factors to improve performance
- Measuring, evaluating and developing the performance of the various practices covered using the ITIL® maturity model
1 ITIL® Transformation (main module)
- ITIL® Foundation Review
- The ITIL® Transformation Model
- Patterns for the initiation phase
- Patterns for governance and management structures
- Patterns for implementation
- Examples of holistic transformation
- Measuring, learning, and consolidating insights
- ITIL® & AI
- ITIL® and other frameworks
- Exam
To obtain the ITIL® Practice Manager (Version 5) title, you must successfully complete the «ITIL® Transformation» certification and master the knowledge from 5 of a total of 15 core practices. The following combined courses are available for this purpose:
2 ITIL® 4 Practice Manager: Monitor, Support and Fulfil (optional combo module)
- Introduction to Monitor, Support and Fulfil Practices
- Incident Management
- Service Desk
- Monitoring and event management
- Problem Management
- Service Request Management
- Practice Capability Development
- Exam
or
3 ITIL® 4 Practice Manager: Plan, Implement and Control (optional combo module)
- Introduction to Plan, Implement & Control Practices
- Change Enablement
- Release Management
- Service Configuration Management
- Deployment Management
- IT Asset Management
- Practice Capability Development
- Exam
or
4 ITIL® 4 Practice Manager: Collaborate, Assure and Improve (optional combo modulel)
- Introduction to Collaboration, Assurance, and Improvement Practices
- Relationship Management
- Supplier Management
- Service Level Management
- Continuous Improvement
- Information Security Management
- Exam
Consists of the following modules
In this course package, the content of the official syllabus is thoroughly covered and explored in depth during three-day training sessions. Exercises and discussions help reinforce the material and facilitate group reflection. Sample exams and quizzes provide targeted and structured exam preparation.
Plan to spend at least 20 hours outside of class on preparation and follow-up work for the training.
The ITIL® Practice Manager is right for you if you want to actively shape, manage, and continuously improve operational IT service practices.
Typical target audiences include:
- IT Service Managers
- Service Desk Managers and Team Leaders
- Process Owners/Practice Owners
- IT Operations and Support Managers
- Service Delivery Managers
- ITSM Consultants
- Continuous Improvement Managers
- Individuals responsible for digital services and operational excellence
This track is particularly suitable for individuals who:
- Are already familiar with ITIL® (e.g., Foundation)
- Want to professionalize specific ITSM practices such as Incident, Change, Problem, or Service Request Management
- Want to make operational processes more efficient and customer-focused
- Want to integrate modern work methods, automation, and value-oriented approaches into IT operations
The Practice Manager is also relevant for organizations that want to align ITSM more closely with topics such as user experience, AI & automation, DevOps, service operations, governance, and continuous improvement.
Important: The Practice Manager is not purely a strategy track; rather, it is strongly focused on the practical implementation and management of IT service practices.
An «ITIL® Version 5 Foundation» or «ITIL® 4 Foundation» certification is a prerequisite for these modules. If you do not yet hold either of these «Foundation» certifications, take the following course:
You will receive a voucher for an online exam by e-mail from PeopleCert a few days before the start of the course. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam will be proctored by a PeopleCert invigilator, which requires a device with a microphone and camera. We recommend taking the exam on a personal computer or laptop, as company laptops often have restrictions.
For more information about the exam, take a look at the PeopleCert website here.
Please note: The Practice modules are still based on ITIL® 4, but are recognized by PeopleCert in combination with the ITIL® Transformation module (Version 5) for the ITIL® Practice Manager (Version 5).
Exam Format – ITIL® Practices:
Multiple-choice questions, number of questions: 60, passing score: 65 percent (39 out of 60 points), duration: 90 minutes, no aids allowed
Exam Format – ITIL® Transformation:
Multiple-choice questions, number of questions: 40, duration: 90 minutes
This is an «open book» exam. You may use the official book «ITIL Transformation (Version 5)» and take notes in it. No other aids are permitted.
In the exams, you will use the «ITIL® Car Rental Scenario», which provides the background information for the exam questions.
Option «Take2»:
This option allows you to retake the exam at a lower price if you fail. The re-examination takes place online. If required, you can book this option yourself in your PeopleCert candidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare for and take the retake exam.
Under this link you will find more information about the complaint management of our certification partner and your rights.
ITIL® is a registered trademark of PeopleCert, used with the permission of PeopleCert. All rights reserved.