Is this course accredited?
Yes, it is accredited by BCS (British Computer Society).
What is the experience of the Instructor(s) delivering my course?
All of our instructors are fully accredited and have over ten years of experience in ITIL methodologies.
What do The Knowledge Academy provide me on the course?
We provide pre-course reading, The Knowledge Academy courseware folder, official certificates and refreshments.
Does the course include exams?
Yes, the course includes your ITIL Foundation exam.
Are there any prerequisites for the ITIL examinations?
There are no prerequisites to this course.
What is the structure of the exams?
The Foundation exam is a multiple choice exam taken on the final day of the course.
What time shall I arrive at the venue?
Please arrive at your training venue for 08:45am
What are the training hours?
The course timings are start at 9am and finish at 5pm approximately
What version of ITIL is this based on?
All of The Knowledge Academy's ITIL courses are based on the latest 2011 version
What pre-course material do you offer?
Although not mandatory, we do provide you, via hyperlink, with a PDF version of 'An Introductory Overview of ITIL® V3'. Please note that the latest 2011 version of the handbook has not yet been published.
Will there be homework?
There will be a minimum of 2 hours of homework each evening
What is ITIL Certification?
IT Infrastructure Library more commonly known as ITIL is a set guidance on how quality and Best Practice is provided in IT Service Management. Available through The Knowledge Academy, is a comprehensive accredited ITIL Certification path consisting of various levels taken in a mandatory order - ITIL Foundation, Intermediate levels (Lifecycle & Capability), Managing Across the Lifecycle (MALC) and ITIL Expert no matter what your background may be this is a great stepping stone. The Knowledge Academy, who are the number one globally Accredited Training Organisation (ATO) not only provide you with the training and relevant exams but also with the knowledge required to implement the ITIL principles in the world of ITIL Service Management.
The Knowledge Academy
The ITIL Foundation course consists of presentations, exercises and discussions about ITIL Foundation best practice framework. ITIL® is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom.
In 2007 the ITIL framework was redesigned from a process-led approach to a service lifecycle approach comprising the ITIL five core volumes:
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
ITIL Foundation provide a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles.
ITIL Foundation 2011 Course Content
Provided as pre-course work is an overview on ITIL named 'An Introductory Overview of ITIL® V3' which is optional should you decide to read the document. Please note that 'The IT Service Management Forum' are yet to publish a 2011 version of the Overview handbook. In addition, delegates will be required to complete a MINIMUM of 2 hours homework each evening which will be set by the instructor.
Candidates can expect to gain knowledge and understanding in the following
Service Management as a Practice
Efficient development of new services and the improvement of existing services
Functions, Roles and Processes
Service Strategy: overall business aims and expectations
Types of Service Provision
Service Portfolio Management
Service Design: developing a solution to meet the needs of the business
Service Catalogue Management
Service Level Management
IT Service Continuity Management
Information Security Management
Service Transition: implementing service designs so that service operations can manage the services
Service Asset and Configuration Management
Release and Deployment Management
Service Operation: day to day, business as usual activities
Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
40 questions per paper
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
- The Knowledge Academy Courseware Book
- Pre-Course Material
- Experienced Instructor
- “Great company to train with - in particular the trainer Gary was fantastic and had lots of stories and experiences to share which made particular points stick in your mind. There was a great balance of fun with hard work and professionalism. Thorough training learning not just how to pass the exam but advice and guidance of how to apply to a real time situation as well. Overall a satisfying and successful experience.”By Noah Dawson (IT Auditor) from Cambridge
- “I thought this course was excellent. It is true that you get out of it what you put in and you must be prepared to do the pre-work and homework or you will be left behind. I really enjoyed the ITIL course and thought the tutor was superb.”By Nathan Stevens (IT Technician) from Newcastle
- “Best course I have been on in many years , Excellent tuition probably the best trainer I have had the pleasure of dealing with”By Michael Morris (ITIL Consultant) from Southampton
- “Great course; very well-presented by the trainer who knew his stuff and was very happy to answer any questions.”By Robert Bird (ITIL Service Management) from London
- “Well presented course; the trainer did a very good job in delivering the content with interest.”By Mark Lovejoy (ITIL Analyst) from Nottingham
- “Thanks all-round to The Knowledge Academy.”By Ruth Castle (IT Systems Engineer) from London
- “Great course; not too basic or too difficult and it was made very enjoyable by the trainer. Will book the next level with you guys too when I have time. Thanks.”By Raymond Elwicks (IT Systems Engineer) from Manchester
- “From a simple and concise booking process to an energetic and intensive course, I have felt as though TKA lived up to their good reputation. Time was given for anyone on the course to ask questions and I feel that I can speak for everyone when I say it was a positive and enriching experience.”By Jagdish Kolhi (Systems Engineeer) from Birmingham
- “A very well constructed course with excellent course materials which were methodical and well structured. The Trainer was superb and extremely engaging, providing some excellent insight and industry knowledge, aiding in understanding of the syllabus. Overall a very useful course to someone new to the IT service environment and I have already begun using some of this new found knowledge in my day to day role.”By Sonia Chapman (ITIL Analyst) from Leeds
- “We went through a lot of material during the ITIL course in 3 days and I was nervous about the exam at the end. The trainer presented all the material very well and answered all my questions with sound and clear examples and illustrations. The course book that Knowledge Academy provided was very comprehensive. Now that I've passed the ITIL course I am looking forward to taking a PRINCE2 course with TKA.”By Maliq Azzur (Operations Manager) from Birmingham
- “I have taken 2 Knowledge Academy courses paid for out of my own pocket. Each one was delivered by a seasoned professional in their chosen subject and enabled me to pass the course exams”By Rob Michaels (ITIL Service Management) from Leeds
- “The recent ITIL course I attended with you was a great experience. The subject matter was fascinating, and delivered in an effective way. I am looking forward to doing another course with you in the future.”By Richard Kenny (Rating: 4.8 out of 5, 12/04/2012) from London
- “I used the Knowledge Academy to book and train myself and several colleagues in ITIL courses. Throughout the booking and registration process I found them to be extremely helpful and flexible to our needs whilst the training itself was given in a very professional manner by tutors who were extremely knowledgeable and enthusiastic in the subject matter. I would definitely recommend them and use their services again”By Luke Davidson (ITIL Consultant) from London
- “Great all-round service by The Knowledge Academy. Booking was simple and painless with the customer services advisor on the phone answering all questions that I asked. The course was put together well with the lessons flowing and concise. Our trainer was very experienced, knew his stuff and was happy to go over any parts I didn't understand.”By Vanessa Li (IT Systems Engineer) from London
- “I found The Knowledge Academy to be organised and responsive from the outset. There is a clear investment in ensuring a fun and productive experience through the use of highly trained instructors, user-friendly course material and comfortable facilities. I would definitely use The Knowledge Academy”By David Trott (ITIL Consultant) from London
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Introduction to ITIL Service Management
The ITIL training course has been around for many years and is needed now more than ever in the world IT service management. Many businesses and organisation have come to rely upon it greatly. Organisations which are operating in dynamic and competitive environments must improve their performance and maintain a competitive advantage over others in their industry, therefore it is crucial to adopt good practices which can help improve capability.
There are several sources which can be used for good practise including; public frameworks and standards. These have been used and validated across many diverse environments and thus the knowledge is distributed artfully across and made publically available. The other source is propriety of knowledge of different organisations and individuals. This is used for the local context and specific business needs.
The ITIL framework itself is a source of good practise when it comes down to service management. This is largely down to the fact that the ITIL library contains; the ITIL core which is a Best Practise publication which is applicable to all business types. The other component is the ITIL complimentary guidance which is a set of publications which guide specific industry sectors and operating models. The overall objective of ITIL is to provide a service for customers that are reliable and fit for working order. ITIL is thus a trusted service partner when it comes to IT service management. The framework itself is well aware of the business requirements and needs or the organisation. ITIL has been employed successfully around the world for over 20 years now and has evolved greatly during its reign. It now provides a broader, holistic approach to the service lifecycle.
In order to completely understand what service management is it is important to understand what services are and how the management of them can benefit an organisation. A customer will always have a desired outcome which they would like to achieve when they purchase a product or a service. The value of a service is how well it meets these requirements. Service management allows the provider to understand the services in which they are providing for the public in order to facilitate the outcomes which the customer desires.
Further to this the service transition is also valuable to the business as it provides the following;
- Enables high volumes of change for the business
- Provides a clear understanding of the level of risk during and after each change
- It aligns a new service with the businesses requirements in mind
- Ensures that all customers can use the new service properly.
Service operation is the next stage in the lifecycle where the planning and designing takes place; these are measured and then executed. This is where the real value can be seen including;
- Agreed levels of service provided to the customers
- Optimisation of the cost and quality of the provided services.
The ITIL service lifecycle provides non-stop support for the business and the customer and this is why it is so famous and well implemented by thousands of companies and organisations around the world.