Your Starting Point In ITIL® (IT Service Management Best Practice)
Our ITIL® Foundation training course is the first step towards gaining that all-important qualification in ITIL®, the internationally recognised 'Best Practice' qualification for IT Service Management.
Our 3-day ITIL® Foundation training course will take you through, at a high level, the processes that make up the ITIL® Service Management Lifecycle. This will give you a good understanding of how and why ITIL® is so useful to you and your organisation.
The ITIL® Foundation exam is:
The exam pass mark is 26/40 or 65%.
Don't worry, though, you'll be well prepared for the exam by our highly experienced tutors and will have access to our interactive ITIL® Foundation Quiz to help you along the way.
This 'ITIL® in 100 Seconds' video from AXELOS will give you a quick insight into ITIL® Best Practice
The course syllabus consists of 9 key units. Each unit will gradually increase your knowledge and understanding of the overall ITIL® Framework and its benefits.
Service Management as a Practice This unit will help you understand what we mean by 'a service' and explain the concept of Service Management as a practice.
The ITIL® Service Lifecycle This unit will help you understand the value of the ITIL® Service lifecycle, how the processes integrate with each other throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.
Generic Concepts & Definitions This unit will help you define some of the key terminology and explain the key concepts of service management.
Key Principles & Models This unit will help you to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
Selected Processes This unit will help you understand how the Service Management processes contribute to the ITIL® Service Lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes (Service Level Management, Change Management, Incident Management and Problem Management) and to state the purpose, objectives and scope for eighteen of the remaining processes.
Selected Functions This unit will help you explain the role, objectives and organisational structures of the Service Desk function and to state the role, objectives and overlap of three other functions.
Selected Roles This unit will help you to account for and be aware of the responsibilities of some of the key roles in Service Management.
Technology & Architecture This unit will help you to understand how service automation assists with advancing Service Management processes.
Competence & Training (Not Examinable) This unit will help you understand the key competencies and skills required for successful Service Management.
Our ITIL® Foundation Certificate in IT Service Management is seen as the 'must-have' qualification for the IT professional who wishes to continue to develop their role within IT Service Management.
If you want to stand out from the crowd, achieving the ITIL® Foundation qualification is certainly a step in the right direction. This training course provides an introduction to the key processes within the ITIL® Framework.
Once ITIL® Foundation accreditation has been achieved by passing the exam, you can then decide the relevant path that you wish to take through the ITIL® Intermediate level qualifications, ultimately achieving the ITIL® Expert accreditation or even ITIL Master.
Note: online training is also available
About the Course
All of our ITIL® tutors are experienced and accredited ITIL® Experts with relevant ITSM (IT Service Management) industry experience. They will explain in detail the benefits, inputs, outputs and challenges of each of the lifecycle stages:
ITIL® Service Strategy: You'll learn how customers, users and IT work together to achieve the aims of the organisation.
ITIL® Service Design: You'll learn how to ensure that the design of any services meet the needs of both the organisation and the IT teams.
ITIL® Service Transition: You'll learn about building and testing the services defined in the design stage, prior to promoting them to the live environment.
ITIL® Service Operation: You'll learn about the processes that will need to be in place to support the services once they have been implemented. You'll also learn about what is needed to monitor and support the services and fix any issues that may be identified.
ITIL® Continual Service Improvement: You'll learn that the aim of Continual Service Improvement is to regularly review the services in order to identify if any improvements are required.
Who Should Attend
Individuals who want a basic understanding of the ITIL® Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
For IT professionals who are working within an organisation that has already adopted and adapted ITIL®, but who need to be informed about how they can contribute to an on-going service improvement programme.
Reduced costs achieved through fewer incidents caused by failed change (less rework)
Improved productivity through more efficient and effective processes
Increased customer retention via improved customer satisfaction
Competitive advantages through improved speed to market of IT goods and services
Better adherence and compliance to contractual obligations in turn reducing legal risk and the associated costs
Enhanced career prospects with your organisation
Improved job opportunities within the ITSM industry
Increased job satisfaction
A better understanding of your role and the role of others, reducing conflict which may lead to stressful situations
The ability to measure your personal performance and worth based on Key Performance Indicators (KPI's)
Successful ITIL Foundation candidates are eligible to claim their one-year subscription to ITIL membership
There are no formal entry requirements for this ITIL® Foundation training course, although delegates should ideally have a general awareness of IT and a basic understanding of the business environment.
Photographic ID is required for all exams, otherwise results will be held until proof of identify can be provided.
Specific Course Joining Instructions
Notes and Course Introduction
The ITIL® Foundation course ends with a 1 hour 'closed book' classroom based multiple choice paper of 40 questions. In order to gain the pass mark, you must achieve at least 26 marks out of possible 40 (65% is the target).
Each question comprises of 4 potential answers of which only 1 is correct. The correct answer will give you exactly 1 point and there is no negative marking.
Don't worry, though, you'll be well prepared for the one hour ITIL® Foundation exam by our highly experienced tutors and will have access to our interactive ITIL® Foundation Quiz to help you along the way.
Professional Development Units - PDUs
Our classroom based ITIL® Foundation training course does not currently attract any Professional Development Units – PDU's.
The course does however give you 2 Credits towards the ITIL® Expert qualification.
ITIL® Foundation Certificate in IT Service Management
Once you have completed your training and passed your ITIL certification exam you have several options available to you for further study to ITIL intermediate level and enhance your career prospects. These include:
ITIL® Lifecycle Modules
ITIL® Service Strategy
ITIL® Service Design
ITIL® Service Transition
ITIL® Service Operation
ITIL® Continual Service Improvement
ITIL® Capability Modules
ITIL® Service Offerings and Agreements
ITIL® Release, Control and Validation
ITIL® Operational Support and Analysis
ITIL® Planning, Protection and Optimisation
ITIL® BCS Specialist Certificates
ITIL® BCS Specialist Certificate in Service Desk & Incident Management
ITIL® BCS Specialist Certificate in Change Management
ITIL® BCS Specialist Certificate in Service Level Management
ITIL® BCS Specialist Certificate in Business Relationship Management
ITIL® BCS Specialist Certificate in Problem Management
ITIL® BCS Specialist Certificate in Supplier Management
Our ITIL® training programme is an excellent introduction to the ITIL® best-practice IT Service Management Framework. It gives you a sound footing for improving your success at work and/or continuing your development through the ITIL® Intermediate courses, with a possibility for eventually achieving ITIL® Expert level.
ITIL® Foundation Course Dates
Edinburgh 16 St Mary's Street EdinburghEH1 1SUSt Mary's Street