ITIL® Practitioner Guidance First Edition, Second Impression

ITIL® Practitioner Guidance is the essential reference text which accompanies AXELOS' ITIL Practitioner certification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios.

The book assumes knowledge of ITIL and ITSM up to ITIL Foundation level, and begins with a discussion of the guiding principles of ITSM. It goes on to explain how these guiding principles are essential for ITSM and how they relate to philosophies, frameworks and methodologies such as DevOps, Lean and Agile.

This publication is also available in other formats from the TSO Shop

Please note if you purchase a PDF version of this guidance, you will not be permitted to use it in an open book examination.

Markus Seiler 23 February 2016

Matt Trigg 9 March 2016

I passed the ITIL Practitioner Exam.

Sue Hayward 9 May 2016

Like many ITSM professionals I possess a full set of ITIL ® Service Lifecycle manuals – a great resource and valuable for answering the “what?” and “why?” questions – what has been missing is the answer to “how”. For anyone who has ITIL® Foundation, Practitioner guides them through adopting and adapting iTIL® to fit their organisational needs, by gaining an understanding of the guiding principles and adopting a CSI approach, understanding metrics and measurements, using communication effectively, and managing organisational change – vital for improving the culture around ITSM. The handbook has a very useful Toolkit section with template, plans and information, much of which would be useful to any ITSM professional, ITIL® focussed or not. It’s a fixture on my desk.

Aaron Davis 9 May 2016

self study guide ahead of the course

Marco_Re 6 July 2016

very helpfuland business oriented

Michael Bardeh 27 October 2016

Tanya Hayes 3 November 2016

I really appreciate the practical guidance and tools provided with the manual particularly around OCM. It fills a number of gaps for me between the ITIL manuals and courses and actually implementing strategies on site.

Steve Levinson 19 November 2016

Excellent information provided; great Reporting tools; and the Tool kit is awesome

Michael Martinez 5 December 2016

Zanoua Mamadou KONE 22 December 2016

Rui Soares 2 March 2017

Richard Handyside 7 April 2017

Very useful book and exam

Al 23 April 2017

Daniel Cirstoiu 20 May 2017

Shingo Kuramochi 23 May 2017

Shahid Imran 24 June 2017

Romina Lombardi 11 July 2017

Spiros 31 July 2017

Philip McGrath 7 September 2017

Claudio De Rossi 11 September 2017

Daniel Sorokins 18 September 2017

Lucas Farina 9 October 2017

mueldajo 5 December 2017

Luke Copeman 18 January 2018

John Davidson 21 January 2018

Jared Faulkner 12 February 2018

Practitioner guidance was an excellent and practical guide for IT works with a special interest in CSI.

James Lord 19 February 2018

Throughout Q3 2017 I have been familiarising myself with the contents of the ITIL Practitioner Guidance, in order to support my review of the ITIL Practitioner live and sample materials. In addition I undertook further study of the text in order to support my studies for the ITIL Intermediate Module CSI. I feel that this has depended my understanding of ITIL Practitioner in general and the guiding principles in particular. Please note This refers to the first impression.

Amelia Smith 20 March 2018

Jonathan FREDERICK 26 July 2018

Great toolbox / toolkit for every ITIL consultant / ITSM project manager !

George Popescu 4 August 2018

Mark Morgan 17 August 2018

Ric 10 September 2018

Johnny King 24 September 2018

Alex Pocrnick 3 October 2018

Quality reference material - well organized and well written

Jon (Matt) Chumley 4 October 2018

Phillip Spode 9 October 2018

Soon Leng Tan 15 October 2018

Thayne J Munson 24 October 2018

The Practitioners Guide is really helping me share knowledge with my team members and managers.

Lyju Thomas 29 October 2018

Jeffrey Jensen 2 November 2018

Taught ITIL Practitioner class to 20 students, utilizing book for reference and examples especially for toolkit items was very useful.

Spyros Dennis Syrmis 2 November 2018

great for toolkit helping understand practitioner needs in measurement and metrics.

Juergen Dietl 8 November 2018

Joe 13 November 2018

Reading this book has helped me greatly whilst working through my ITIL Practitioner course. The Guiding principles seem like common sense after you apply them to most business scenarios.

Srdjan Stosic 22 November 2018

This is great book with practical examples and strong emphasis on customer value. It concludes with practical toolkit that is easy to use in daily work practice.

JMBartell 26 November 2018

Walter Lamb 26 November 2018

The book is well written in an easy and functional format with great examples! A great learning tool.

Ehab Abo Elazm 27 November 2018

Larry Herrmann 4 February 2019

This is an excellent new perspective on ITIL and process change projects.

Natashia Baker 5 April 2019

Ian Thewlis 9 April 2019

This is an excellent book that shows a more real-world version of ITIL and how to use best practice at a proper organization with all the typical issues you will come across

Laavin 13 April 2019

The book is well written and practical in its approach to ITIL

Nooreddin Tahayneh 19 April 2019

The book is well written and practical in its approach to ITIL

Philip Badcock 13 May 2019

Read before, used extensively during and post Practioner course & certification

Kerry Armstrong 20 May 2019

Harvey Balce 22 May 2019

Manu Shankar 18 June 2019

Going through Practitioner Guidance with sincerity really helped me feel like a practitioner.

Mareike Glanz 24 June 2019

Great Book with good guidance, also Provision templates for several questions as a Service Manager.

Aray Kaken 22 August 2019

ITIL Practitioner book is written in very structured way and easy to understand. It was really useful to find the ITIL Practitioner toolkit at the end of the book, which is a collection of templates examples that will be of assistance when adapting ITIL into everyday work practices.

Dana Clarke Robinson 3 October 2019

Rob Laroche 17 October 2019

Ivo Varsakevski 30 April 2020

Hiriam Perez 16 May 2020

Nicholas Van Dorp 17 June 2020

A good book and one of the most useful ITIL publications in my opinion, focussed on a pragmatic and common sense approach to Service Delivery.

See all reviews

ITIL® Practitioner Guidance

This publication is also available in other formats from the TSO Shop

You May Also Like...