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