Is this course accredited?
Yes, it is accredited by the APMG.
What is the experience of the Instructor(s) delivering my course?
All of our instructor 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 an exam?
Yes, the course includes the ITIL Foundation exam.
Are there any prerequisites for the ITIL Foundation examination?
There are no prerequisites for the ITIL Foundation examination
What is the structure of the exams?
The ITIL Foundation exam is multiple choice
What time shall I arrive at the venue?
Please arrive at your training venue for 08:45am
The Knowledge Academy ITIL V3 Foundation 3 day course covers the following topics:
The ITIL Foundation course is 3 days 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.
Course Content
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
Good practice
Functions, Roles and Processes
Service Strategy: overall business aims and expectations
Types of Service Provision
Service Portfolio Management
Financial Management
Demand Management
Business case
Service Design: developing a solution to meet the needs of the business
Service Catalogue Management
Supplier Management
Service Level Management
Availability Management
Capacity 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
Change Management
Knowledge Management
Release and Deployment Management
Service Operation: day to day, business as usual activities
Incident Management
Problem Management
Request Fulfillment
Event Management
Access Management
Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
CSI Model
Deming Cycle
- The Knowledge Academy Courseware Book
- Pre-Course Material
- Exam
- Certificate
- Experienced Instructor
- Refreshments
- “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 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 from Birmingham
- “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 from London
