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ITIL® - Foundation and Practitioner



Only 4 Days



Classroom / Online / Hybrid

Next date

Next date:

28/9/2020 (Monday)


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.

Thynk ATO of AXELOS Limited offers the ITIL® Foundation and Practitioner Version 3 courses on this page. These courses are a registered trade mark of AXELOS Limited. All rights reserved.

Seven reasons why you should sit your course with Firebrand Training

  1. Two options of training. Choose between residential classroom-based, or online ITIL Foundation and Practitioner courses
  2. You'll be ITIL Foundation and Practitioner certified in just 4 days. With us, you’ll be ITIL Foundation and Practitioner trained in record time
  3. Our ITIL Foundation and Practitioner course is all-inclusive. A one-off fee covers all course materials, exams, accommodation and meals. No hidden extras
  4. Pass ITIL Foundation and Practitioner first time or train again for free. This is our guarantee. We’re confident you’ll pass your course first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
  5. You’ll learn more. A day with a traditional training provider generally runs from 9am – 5pm, with a nice long break for lunch. With Firebrand Training you’ll get at least 12 hours/day quality learning time, with your instructor
  6. You’ll learn ITIL Foundation and Practitioner faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
  7. You’ll be studying ITIL Foundation and Practitioner with the best. We’ve been named in Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified 76524 professionals, and we’re partners with all of the big names in the business


Thynk ATO of AXELOS Limited offers the ITIL® Foundation and Practitioner Version 3 courses on this page and is a registered trade mark of AXELOS Limited. All rights reserved.

Benefits of Training with Firebrand

  • Two options of training - Residential classroom-based, or online courses
  • A purpose-built training centre – get access to dedicated Pearson VUE Select facilities
  • Certification Guarantee – pass first time or train again free (just pay for accommodation, exams and incidental costs)
  • Everything you need to certify – you’ll sit your exam at the earliest available opportunity after the course - either immediately after your classroom course, or as soon as there are slots available, if you've taken it online
  • No hidden extras – one cost covers everything you need to certify


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

Exam Track

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

Thynk ATO of AXELOS Limited offers the ITIL® Foundation and Practitioner Version 3 courses on this page and is a registered trade mark of AXELOS Limited. All rights reserved.

What's Included


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

Thynk ATO of AXELOS Limited offers the ITIL® Foundation and Practitioner Version 3 courses on this page and is a registered trade mark of AXELOS Limited. All rights reserved.

Your accelerated course includes:

  • Accommodation *
  • Meals, unlimited snacks, beverages, tea and coffee *
  • On-site exams **
  • Exam vouchers **
  • Practice tests **
  • Certification Guarantee ***
  • Courseware
  • Up-to 12 hours of instructor-led training each day
  • 24-hour lab access
  • Digital courseware **
  • * For residential training only. Doesn't apply for online courses
  • ** Some exceptions apply. Please refer to the Exam Track or speak with our experts
  • *** Pass first time or train again free (just pay for accommodation, exams and incidental costs)


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.

Unsure whether you meet the prerequisites? Don’t worry. Your training consultant will discuss your background with you to understand if this course is right for you.


Here's the Firebrand Training review section. Since 2001 we've trained exactly 76524 students and asked them all to review our Accelerated Learning. Currently, 96.73% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.

"Excellent course well structured and comfortable location."
Andrew Bennett, West End Dental Technologies Ltd.. (9/12/2019 (Monday) to 12/12/2019 (Thursday))

"Good course, I have learned a lot and, next to this, had a comfortable stay."
Harald Westecker, bariswyl tschanz & prtner AG. (9/12/2019 (Monday) to 12/12/2019 (Thursday))

"Really experienced trainer, good facilities and a great result."
N.R.. (28/5/2019 (Tuesday) to 31/5/2019 (Friday))

"The ITIL v4 Foundation training I received from the instructor at Thynk was exceptional and exactly what I wanted from online training. He was clear, enthusiastic and brought the material to life for each of the attendees. I am confident in now sitting the exam after the 2 days with the instructor."
Philip Williams, Kingfisher PLC. (24/6/2020 (Wednesday) to 25/6/2020 (Thursday))

"My experience of Firebrand during my apprenticeship so far has been extremely positive. The online learning tutor for the recent ITIL v4 foundation course was excellent. In difficult circumstances, the course was very fluid and engaging. "
Gareth Tunnicliffe. (16/4/2020 (Thursday) to 17/4/2020 (Friday))

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