ITIL® Foundation & Practitioner

Datrix Training will provide you with both examinations, 'An Introductory Overview of ITIL® V3' (the pre-course reading material), the courseware book which includes presentation slides, the syllabus, and a mock exam, an experienced trainer, a certificate on completion, and refreshments. 

The Foundation portion of this certification concentrates more on teaching delegates the main elements and principles of ITIL®, as ultimately, it is an introductory training course.

The Practitioner section of this ITIL® training course builds on knowledge acquired at the Foundation level, and focuses more on the practical application of ITIL®. ITIL® Practitioner teaches individuals how to maximise the benefits produced by ITIL®, and how to tailor the framework to meet business needs.

Overall, delegates will learn everything they need to be successful in the examinations.  

Our ITIL® Foundation and Practitioner certification includes both examinations. Delegates are required to sit both a Foundation exam, and separate Practitioner exam. The examinations are formatted like so: 

ITIL® Foundation Exam:

• 40 questions
• Multiple choice
• 60 minutes
• Closed book 
• 65% pass mark required

ITIL® Practitioner Exam:

• 40 questions
• Scenario-based, multiple choice 
• 135 minutes
• Open ook - the ITIL® Practitioner Guidance Book can be used
• 70% pass mark required

The ITIL® Foundation and Practitioner training course will cover the following topics:

Understanding 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

Understanding the Service Life Cycle: 

• The objectives and business value for each stage in the life cycle

ITIL® Service Strategy:

• Understand and develop markets

• Using services to create value

• 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 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

ITIL® Practitioner Qualities:

• Practical guidance on how to produce Continual Service Improvements

• Delivering value

• Designing and adapting ITIL® principles

• Developing professional ITIL® competencies

• Utilising ITIL® resources - real time reporting, automation, and Cloud computing