ITIL® ITIL Foundation and Practitioner - Just 4 Days

Why

What do our customers say?

"EFFICIENT"
Anon. - ITIL® Foundation - ITIL Kursus (2 days), 27/4/2015 to 28/4/2015

Four reasons why you should sit your ITIL Foundation and Practitioner course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be ITIL Foundation and Practitioner trained and certified faster. Learn more on this 4-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
  2. Your ITIL Foundation and Practitioner course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
  3. Pass ITIL Foundation and Practitioner first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
  4. Study ITIL Foundation and Practitioner with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 68.075 students saving more than one million hours since 2001

Think you are ready for the course? Take a FREE practice test to assess your knowledge!

What

On this accelerated 4-day ITIL Foundation and Practitioner course, you'll learn about key areas, concepts and terminology used in the ITIL service life-cycle and how to implement them to your business.

You'll be immersed in the curriculum through our unique Lecture | Lab | Review technique, which allows you learn and retain information faster than traditional courses.

On this course, you'll learn the fundamentals in increasing customer satisfaction, improve service availability and turnaround times. You'll adopt these concepts, focusing on Continual Service Improvement (CSI) and how to adapt it to your business.

Our ITIL certified consultants will also take you through how to:

  • Improve time-to-market for your products
  • Build your own course
  • Leverage Continual Service Improvement to boost the benefit of ITIL
  • Improve ability of individuals to use ITIL in day-to-day roles
  • How to use automation, real-time reporting and the cloud to improve service design and delivery.
  • Make use of other frameworks; including Lean, DevOps, Agile and SIAM

During the course you'll sit both the ITIL Foundation and Practitioner exams. Don't pass the first time? Don't worry - you'll be covered by our Certification Guarantee.

ITIL® and IT Infrastructure Library® are Registered Trade Marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Note: This ITIL® course is provided in conjunction with Thynk an AXELOS accredited training organisation.

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Interested? See prices or call 78 79 16 53

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Interested? See prices or call 78 79 16 53

ITIL Foundation Curriculum

1. Incident Management

  • Definition of an incident
  • Description of Incident Control

2. Problem Management

  • Definition of a problem and known error
  • Proactive problem management

3. Service Asset and Configuration Management

  • Defining a configuration item and the configuration management database
  • Impact of Configuration Management on other IT processes

4. Change Management

  • Definition of a change and request for change (RFC)
  • Description of change models and change procedures;
  • Role of the change advisory board (CAB) and ECAB (for handling emergency changes)

5. Release and Deployment Management

  • Scope and concepts
  • Definition of deployment management library (DML)
  • Definitive deployment spares or asset store (DSS)escription of planning, testing and implementing

6. Service Level Management

  • Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)

7. Financial Management for IT Services

  • Reviews of budgeting, charging and IT accounting
  • Analysis of running costs and charging policies

8. Availability Management

  • Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting

9. Capacity Management

  • Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan

10. IT Service Continuity Management

  • Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management
  • Looking at the various different recovery options available and their appropriateness for the different levels of criticality of services

11. Service Management as a practice

  • Definition of a Service and Service Management as a practice
  • Describe the concept of Good Practice
  • Define and distinguish between Functions, Roles and Processes
  • The process model
  • List the characteristics of processes

12. Service Desk

  • Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management

13. The Service Lifecycle

  • Understand the Service Lifecycle
  • Describe the structure, scope, components and interfaces of the ITIL Library
  • Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
  • Operation and Continual Service Improvement

14. Generic concepts and definitions

  • Define some of the key terminology and explain the key concepts of Service Management

15. Key Principles and Models

  • Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management

16. Processes

  • Understand how the Service Management processes contribute to the Service Lifecycle
  • Explain the high level objectives, scope, basic concepts, activities, key metrics (KPI's), roles and challenges for five of the core processes
  • State the objectives, some of the basic concepts and roles for fifteen of the remaining processes

17. Functions

  • Explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function
  • State the role, objectives and overlap of three other functions

18. Roles

  • To be aware of the responsibilities of some of the key roles in Service Management
  • To recognise a number of the remaining roles described in other Learning Units

19. Technology and Architecture

  • List some generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes

ITIL Practitioner Curriculum

1. Introduction

2. Concepts and definitions

  • Apply the concept of adopt and adapt when using ITIL guidance in a given context
  • Analyse the importance of each element of the definition of a service when planning and implementing service improvements:
    • Customer
    • Value
    • Outcome
    • Cost
    • Risk

3. ITSM guiding principles

  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements:
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

4. CSI approach

  • Describe the purpose and main outputs of each step of the CSI Approach
  • Use the CSI Approach tools and techniques successfully in a given specific context:
    • Orientation Worksheet
    • Benefits Realisation Review Template
    • CSI register
  • Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

5. Critical competency - Using metrics and measurement Define critical success factors (CSFs) using a relevant hierarchical approach:

  • Define critical success factors (CSFs) using a relevant hierarchical approach:
    • ITIL Vision to measurement
    • Balanced scorecard
    • Organisation cascade
  • Determine key performance indicators (KPIs) to underpin a critical success factor
  • Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories:
    • Technology, process, service
    • Progress compliance, effectiveness, efficiency
    • Leading, trailing
    • Inside-out, outside-in
  • Define a current state assessment in a given context:
    • Purpose
    • Scope
    • Assessment criteria
    • Required outputs
    • Available resources and skills
  • Design a report in a given context
  • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

6. Critical competency - Communicating effectively

  • Explain the nature, value, importance and benefits of good communication
  • Explain communication principles:
    • Communication is a two way process
    • We're communicating all the time
    • Timing and frequency matter
    • There is no single correct method
    • The message is in the medium
  • Explain the purpose and value of communication tools and techniques:
    • Workshop and meeting action plan
    • Meeting notes template
    • Use relevant communication tools and techniques to support improvement in a given context
    • Stakeholder communication plan
    • Business case
  • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

7. Critical competency - Using organisation change management techniques

  • Explain the role and impact of OCM in successful improvement
  • Describe the purpose and value of OCM activities:
    • Create a sense of urgency
    • Manage stakeholders
    • Manage sponsors
    • Analyse training needs
  • Manage resistance to change
  • Use reinforcement to embed the change
  • Use relevant OCM tools and techniques to support improvement in a given context:
    • Sponsor diagram
    • Stakeholder analysis worksheet
    • Stakeholder map
    • RACI model authority matrix
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

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You'll sit the following exam at the Firebrand Training centre, covered by your Certification Guarantee:

ITIL Foundation exam

  • Format: Multiple choice examination questions - closed book
  • No. of questions: 40
  • Pass mark: 26 out of 40 - 65%
  • Duration: 50 minutes

ITIL Practitioner exam

  • Format: Multiple choice examination questions - closed book
  • No. of questions: 40
  • Pass mark: 28 out of 40 - 70%
  • Duration: 135 minutes

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Included:

  • Official Thynk courseware: ITIL Foundation and Practitioner
  • ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL, 3rd Edition ISBN: 9780113313495

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on 78 79 16 53.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMI, GIAC, CREST and CISSP CBK Review. Exam vouchers may also not be included for Apprentices and will require a separate purchase by an employer due to Education and Skills Funding Agency guidelines.
  • *** On site testing is not included for our PMI, GIAC, CREST, CSX Practitioner or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

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There are no formal entry requirements for the course or examination, but you should have a basic knowledge of IT.

The course will be suitable for you if:

  • You're in an IT environment and have day-to-day responsibilities within one or more of the service management disciplines
  • You'd like to understand how your role fits into the wider service management framework
  • You'd like to be more aware and have a better understanding of best practices in IT service management

The Foundation certificate is also a prerequisite for the ISEB Manager's Certificate in IT Service Management.

Are you ready to get certified in record time?

We interview all applicants for the course on their technical background, degrees and certifications held, and general suitability. If you get through this screening process, it means you stand a great chance of passing.

Firebrand Training is an immersive training environment. You must be committed to the course. The above prerequisites are guidelines, but many students with less experience have other background or traits that have enabled their success in accelerated training through Firebrand Training.

If you have any doubts as to whether you meet the pre-requisites please call 78 79 16 53 and speak to one of our enrolment consultants, who can help you with a training plan.

Interested? See prices or call 78 79 16 53

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Reviews

We've currently trained 68.075 students in 12 years. We asked them all to review our Accelerated Learning. Currently,
96,71% have said Firebrand exceeded their expectations:

"I found it very helpful in making me focus on studying without to many distractions."
W.O.. - ITIL® Foundation - ITIL Kursus (2 days) (11/7/2016 to 12/7/2016)

"Great way of compressing and focusing your training efforts, in any organisation."
Olav Fahlander, SwCG, Swedish Consulting Group AB. - ITIL® Foundation - ITIL Kursus (2 days) (11/7/2016 to 12/7/2016)

"I had a very good experience with this Firebrand Training Course. Facilities good, nice food and course instructor."
Hans Mossige, Unemployeed. - ITIL® Foundation - ITIL Kursus (2 days) (18/4/2016 to 19/4/2016)

"Intense, but meaningfull"
Dan Nielsen. - ITIL® Foundation - ITIL Kursus (2 days) (18/4/2016 to 19/4/2016)

"Intensive and accurate training, delivering the needed information in a good way"
M.G. - ITIL® Foundation - ITIL Kursus (2 days) (18/4/2016 to 19/4/2016)

"Great instructor made the course exciting and easy to understand. "
Anonymous, EMC - ITIL® Foundation - ITIL Kursus (2 days)

"Great location, good instructor."
Lasse Hansen. - ITIL® Foundation - ITIL Kursus (2 days) (20/1/2016 to 21/1/2016)

"Besides the training material, which could have included more instructions, examples, and an overview of all the processes and services I learned a lot. Good instructor."
Anonymous, Implement Consulting Group - ITIL® Foundation - ITIL Kursus (2 days) (20/1/2016 to 21/1/2016)

"Very intense, good instructor."
Anonymous, Sony Mobile - ITIL® Foundation - ITIL Kursus (2 days) (23/11/2015 to 24/11/2015)

"Factbased and proffessional."
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (23/11/2015 to 24/11/2015)

"Nice course in a high tempo."
Ola Vannerberg , Unemployed. - ITIL® Foundation - ITIL Kursus (2 days) (23/11/2015 to 24/11/2015)

"Not just about passing an exam but also learning what it is about. Great teacher and great making in an concentrated and efficient environment."
Kristina Svendsen . - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Course was very intense"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Excellent. Im coming back for sure."
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Intense learning."
Troels Laursen, Legoland. - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Professional, intense"
Kenneth Andersen . - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Thanks for a great course with a fantastic stay and instructor."
Kenni Diabelez, Legoland. - ITIL® Foundation - ITIL Kursus (2 days) (19/11/2015 to 20/11/2015)

"Good facility for focused training leading to an effective and efficient learning experience."
Satya Prakash Jasti , NNE Pharmaplan. - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"Does what it says on the box: Accelerated training, rapid knowledge transfer."
Rex Keene , Sundhed.dk. - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"I would recommend Firebrand to anyone who wants to learn fast & distraction free. They are professional and I liked the accelerated learning method."
Thomas Christiansen . - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"Focused Condensed Embracing"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"The educational equivalent of a triple shoot of espresso."
Anonymous, Signicat - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"Fasten your seat belt"
Per Laursen. - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"Different course, different venue, different trainer samt excellent experience."
Jouko Raatikainen . - ITIL® Foundation - ITIL Kursus (2 days) (24/9/2015 to 25/9/2015)

"Super focused and to the bone learning, Ill be seeing you again."
Jens Schroder. - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"A great way to do effective education without leaving the office for too long."
Jonas Lynghaug. - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"It was my first time with you but I will definately come again :-)"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"Great instructor, great staff, hassle free learning."
Kristina Brunes. - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"Very smooth and engaging training"
Daniel Edholm, NetNordic. - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"Real world experienced trainer with lots of knowledge. Great environment and good service"
Carola Edenhill, NetNordic. - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 7/7/2015)

"Challenging but energising" Lots has simply fallen into place. Feel I now have a useful tool to help me in my work."
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (6/7/2015 to 12/7/2015)

"I was pleased with my stay. Good food, nice "Hotell" and good instructor."
Ulf Johansson , Evry. - ITIL® Foundation - ITIL Kursus (2 days) (18/5/2015 to 19/5/2015)

"Everything has gone smooth. The food was great, the course was great and also the accomodation was nice."
Daniel Engzell , Coresec. - ITIL® Foundation - ITIL Kursus (2 days) (18/5/2015 to 19/5/2015)

"Speed, agile and fun"
Mick Krag , T-Systems. - ITIL® Foundation - ITIL Kursus (2 days) (18/5/2015 to 19/5/2015)

"Fast track training - Love it"
Mads Hedegaard , T-Systems. - ITIL® Foundation - ITIL Kursus (2 days) (18/5/2015 to 19/5/2015)

"I really enjoyed the training at Firebrand. Everything was taken care of and the service was splendid. The trainer is brilliant at guiding you through the material of the course with great examples that helps you to put of the bits and pieces toghether and remember it. Thanks for a great course and great stay at Sundsgården"
Mia Sassén , Region skåne. - ITIL® Foundation - ITIL Kursus (2 days) (11/5/2015 to 12/5/2015)

"Great teacher"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (11/5/2015 to 12/5/2015)

"Great instructor, explains very well and eazy to understand."
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (11/5/2015 to 12/5/2015)

"Instructor very easy to follow, good structure"
Hanna Svahn . - ITIL® Foundation - ITIL Kursus (2 days) (11/5/2015 to 12/5/2015)

"Best thing is a quiet & peaceful enviroment to study. On top trainers are also very hands-on with subject matter."
Ameed Sheikh , Alfapeople. - ITIL® Foundation - ITIL Kursus (2 days) (27/4/2015 to 28/4/2015)

"Well planned, focused training. Never guessed that I could listen Actively for 11 hours. Liked it a lot! "
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (27/4/2015 to 28/4/2015)

"Great to be away from the office when training."
Henrik Bertramsen , ATOS. - ITIL® Foundation - ITIL Kursus (2 days) (27/4/2015 to 28/4/2015)

"EFFICIENT"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (27/4/2015 to 28/4/2015)

"I like the way education, training are accelerated feeling it gave me value for spent time and effect."
Anette Stjärnkvist Lönnberg, Ninetech. - ITIL® Foundation - ITIL Kursus (2 days) (27/4/2015 to 28/4/2015)

"Intense, fun!"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (9/3/2015 to 10/3/2015)

"Great environment, great Teacher, fantastic communication, food (veg) was super."
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (9/3/2015 to 10/3/2015)

"Super"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (15/1/2015 to 16/1/2015)

"Good facilities. Great instructor"
Anonymous - ITIL® Foundation - ITIL Kursus (2 days) (15/1/2015 to 16/1/2015)

"Very nice environment, staff and educator . The room is nice and the food was good"
Stefan Säflund , Fujitsu Sweden. - ITIL® Foundation - ITIL Kursus (2 days) (30/10/2014 to 31/10/2014)

"Kind and proffesional"
Magnus Møller Jørgensen , Haldor Topsøe. - ITIL® Foundation - ITIL Kursus (2 days) (30/10/2014 to 31/10/2014)

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