ITIL® Foundation and Practitioner Training

What is ITIL® Foundation and Practitioner Training?

Led by highly experienced and accredited instructors, this ITIL® Foundation and Practitioner Certification introduces the ITIL® Framework to candidates and gives them the tools to apply their knowledge of ITIL® into their respective business - adopting and changing the framework to suit the business’ intentions.

The ITIL® Certification enables candidates to develop and transform their initial ITIL® understanding into complex applicable knowledge, concerning the organisational change management, measuring performance and optimisation, and initiating internal business communications. Building upon knowledge gained in the Foundation element of this ITIL® Course, the Practitioner course offers practical guidance of how to apply ITIL® - learning how to appraise and appreciate the true value of well-designed IT systems. ITIL® is an internationally renowned and utilised framework that helps companies manage IT systems and processes - regardless of the network size. ITIL® allows businesses to utilise IT systems to their full potential when initiating a business change, consequentially this ITIL® Foundation and Practitioner course would be beneficial for IT Service Management professionals when demonstrating that they are now capable of applying ITIL® concepts in their business, whilst giving them the confidence to bring about improvement changes. Having ITIL® Certified Practitioners will benefit a business looking to develop their processes and systems regularly to keep up to date with their competitors due to focusing closely on Continual Service Improvements.

The ITIL® Certification provides a modular approach in which to learn, comprehend, and apply the ITIL® framework, which improves a candidate’s adoption and adaption of ITIL® within their respective businesses. Additionally, upon ITIL® Foundation and Practitioner Certification, candidates will possess 5 credits towards the 22 Credits required for the coveted ITIL® Expert status.

ITIL® Foundation Exam

  • 40-Question Multiple Choice Exam
  • 65% ITIL® Foundation Pass Mark Required for Certification
  • 60 minutes
  • Closed Book Exam

ITIL® Practitioner Exam

  • 40-Question Scenario-based Multiple Choice Exam
  • 70% ITIL Practitioner Pass mark required for Certification
  • 135 minutes
  • Open Book - the ITIL® Practitioner Guidance Book may be utilised

Course Objectives

At the end of the ITIL® Practitioner Certification Course, candidates will:

  • Understand the Underpinning Concepts Behind ITIL®
  • Use ITIL® Service Management Concepts
  • The importance of People, Processes, Products and Partners for Service Management
  • Gain an Understanding of Service Management as a Practice
  • The Five Major Aspects of Service Design
  • Understanding Customer Requirements and building relationships
  • The Concept of “Good Practice”
  • The Process Model and Process Characteristics
  • Gain an understanding of the Service Life Cycle
  • Where the Business Value is Realised
  • Be Able to Apply the CSI Approach to Manage Improvements
  • Initiate Organisational Change
  • Encourage and Contribute to Continual Service Improvement
  • Utilise Measurement and Metric Tools to Quantify Improvements
  • Communicate Effective Changes

Who is this course for?

There are no prerequisites for this ITIL® training course - it is available to anyone looking to develop their understanding and applicable knowledge of ITIL®

Gain an understanding of Service Management as a practice

  • The concept of “Service”
  • The concept of “Service Management”
  • Understanding Customer Requirements and building relationships
  • The concept of “Good Practice”
  • The process model and process characteristics

Gain an understanding of the Service Life Cycle

  • The objectives and business value for each phase in the life cycle

ITIL® Service Strategy

  • Understand and develop markets
  • Creation of value through services
  • The four main activities
  • Service Portfolio Management
  • Financial Management
  • Demand Management

ITIL® Service Design

  • The importance of People, Processes, Products and Partners for Service Management
  • The five major aspects of Service Design
  • Different sourcing approaches and options
  • The Service Design Processes

ITIL® Service Transition

  • Planning and setting expectations
  • The Service V model
  • Knowledge Management
  • Service Asset and Configuration Management
  • Change Management
  • Release and Deployment Management

ITIL® Service Operation

  • Where the business value is realised
  • Achieving a Balance
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Understanding of the Functions

ITIL® Continual Service Improvement

  • Vital to ensure continued Good Practice
  • The importance of Measurements and metrics
  • The Deming Cycle
  • Basic concepts, process activities, interfaces and metrics for the 7 step improvement process
  • The role of Governance for Continual Service Improvement

ITIL Practitioner Qualities

  • Practical Guidance on how to produce Continual Service Improvements
  • Delivering Value
  • Designing and adapting ITIL Principles
  • Developing Professional ITIL Competencies
  • Utilising ITIL Resources - real time reporting, automation, and Cloud computing


keypoints accredited

Starting Price:£1645

Duration:4 Days

ITIL® Foundation and Practitioner Training Calendar


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keypoints accredited

Starting Price:£1645

Duration:4 Days

ITIL® Foundation and Practitioner Training

Sorry! Our team is updating this schedule!

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Please reach us at+44 20 4571 2395 or or for more information about the schedule

ITIL® Foundation and Practitioner Training

Sorry! Our team is updating this schedule!

----- OR -------

Please reach us at+44 20 4571 2395 or or for more information about the schedule

ITIL® Foundation and Practitioner Training

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You will have access to the platform for 90 days to complete your course.

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With extensive experience working with large organisations, national and local government, universities, charities, SMBs and individuals we believe that no client is too big or too small. This creates a diverse atmosphere on our scheduled courses with the opportunity to discuss solutions for a wide range of problems. We excel at developing bespoke training solutions for prestigious clients including EDF Energy, Sport England and Tesco PLC.

Banco Central Do Brasil

Nationwide Building Society

EDF Energy

EDF Energy

Sport England

Sport England

Tesco PLC

Tesco PLC

Imperial College London

Imperial College London

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