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About the course

ITIL® is a framework for the best practice delivery of services to customers.

What is Service Management? In essence ITIL® is a series of courses designed to lead learners in gaining an understanding of the best way to deliver services to customers in whatever market sector. ITIL’s heart is with the delivery of IT services to customers although it is widely accepted that it is not just about the delivery of IT services but services in all forms. Therefore, ITIL® represents the best practices for Service Management.

Consider Water…. When you turn on a tap water comes out. It should be clear, clean; available on demand and fit to drink…. That is the service you pay for.

Service Management is the series of processes, procedures, functions and activities that deliver it – to your tap; in the state you require, in the quantities you need, whether you are a single person in a flat or a farmer or horticulturalist using thousands of gallons every day. It requires the same level of detail, effort and management, just on a differing scale.

ITIL (IT Infrastructure Library) is globally recognised as the leading approach to IT service management in any organisation. Created by UK government and based on best practice principles, it highlights the importance of IT within business change, transformation and growth and is key to helping businesses align their IT services to the needs of both their organisation and customers.

Our courses are structured so that the exam is taken in the classroom directly after the training element. We prefer this approach to the post course online exam booking system as it ensures that the course content is fresh in the mind and enables delegates to leave having completed both the course and examination.

October 2018 – “Stuart ran an excellent course. Clearly very knowledgeable and interested in the subject.”
“Really enjoyed the course, albeit steep learning curve but always room for improvement.”
September 2017 – “Paul is an excellent trainer, very knowledgeable with great delivery and rapport.”
“Excellent training and admin. Paul is an outstanding trainer.”
“Interesting and engaging instructor, good facilities.”

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Who should take the course?

ITIL provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. It is suitable for anyone looking to advance their IT Service Management skills, as the framework is adaptable to all types and sizes of organisation. It provides an overview of the main ITIL processes and how they fit together and so is suited to both IT service management staff and practitioners, as well as senior management who may be keen to understand ITIL before adopting it.

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Benefits – individual?

ITIL practices provide a framework for identifying, planning, delivering and supporting IT services to business. It can help identify areas that need improvement and helps employees focus on the needs of customers and the user experience rather than spending too much time on technological issues. Delegates will leave with a detailed knowledge of the basic ITIL® framework, key terminology and concepts as well as an understanding of the links between processes, the service lifecycle and business strategy. In addition, delegates learn about the service desk function, the key roles within service management and the use of automation to integrate processes.

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Benefits – organisation?

ITIL not only provides best practice techniques for the optimisation of IT services – it can help organisations achieve their strategic objectives by aligning IT services with business priorities. Implemented worldwide, as the global standard for IT service management, it is a widely adopted and trusted procedure.


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The foundation course is ideal for anyone starting out on a career in delivering services to customers or seeking to improve the delivery of services to customers.

The Foundation examination takes place at the close of three days of formal training, usually from Monday to Wednesday. Upon successful completion of a one-hour multiple-choice exam, delegates are awarded the ITIL® Foundation Certificate in IT Service Management. Delegates must achieve a score of 26 out of 40 (65%) in order to pass.

There is no pre-requisite to attending this course, as it is open to anyone.

The ITIL® foundation course is an ideal companion qualification to the PRINCE2.

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Key Features

The Foundation level includes an introduction to service management and covers the entire ITIL lifecycle:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

It also includes key principles, processes and concepts, roles and functions, with the final module focusing upon automation, service management skills and competencies.

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Success Series

For delegates wanting to take ITIL as part of the Success Series, ‘Success in IT Service Management’ should be booked.  Our Success Series gives our delegates the option to work towards a CMI Level 7 (MBA-level) Award at no additional cost to the chosen qualification. All delegates using ELC funding should select this option.

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Book your place now - see dates & prices
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