Is this course accredited?
Yes, it is accredited by BCS
What is the experience of the Instructor(s) delivering my course?
All of our instructors are experienced and are fully accredited
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
What time shall I arrive at the venue?
Please arrive at your training venue at 08:30am for registration
What are the training hours?
The course timings are start at 8.30am and finish at 6pm 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 the ITIL Foundation Exam Pass Guarantee?
A paper based classroom exam is conducted at the end of the second day of the ITIL Training session. Our ITIL Foundation exam pass guarantee gives you confidence that we will support your learning until you pass your ITIL foundation exam. We guarantee that you will pass your ITIL foundation exam after completing our ITIL 2 day Class. All we require is for you to take the exam on Day 2 of the class, attend all class days and complete all class assignments, including your ITIL sample exams and home work . If you do not pass the ITIL Foundation exam after the 1st attempt, we will allow you to attend the class again free of charge. Should you fail the exam on your 2nd attempt (which is not included free of charge), you will be eligible to enrol in the class again, free of charge. ITIL foundation examination results must be verified to confirm re-enrolment and is subject to availability.
The Knowledge Academy
- The ITIL Foundation course is 2 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, Servce Design, Service Transition, Service Operation and Continual Service Improvement
- ITIL Foundation provide a general overview of the IT Service Management Lifecycle and its supporting processess, functions and roles.
- 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
ITIL Foundation 2011 Course Content
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
Why choose The Knowledge Academy?
- We have found a way to make your learning experience enjoyable.
- We are trusted by globally leading brands as a learning partner of choice, for example JP Morgan, HSBC and Sony.
- We provide pre and post course support so you never feel alone
- All of our training is hands on we use real world examples and bring them to life
- As a market leader, globally, we have an extremely high pass rate
- We are a global company and are recognised as a leading brand for professional education
- Over 90% of our delegates come back to us for further training
- As a trusted brand, we are renowned for our focus on education and ensuring YOU pass.
- We have the best instructors in the industry which is reflected in our position as the market leader
- We provide value for money and have trained over 25,000 delegates in 2011
- You ONLY get first class treatment with The Knowledge Academy
- We have some of the most luxurious course venues worldwide
- The Knowledge Academy Courseware Book
- Pre-Course Material
- Experienced Instructor
- “I would recommend this course to anyone who wants to succeed in their career.”By Lela Sherman (IT Architect) from Detroit
- “The trainer prepared us well for the ITIL exam and taught us how to use the methodology in the workplace well.”By Heidi Mitchell (Data Analyst) from Atlanta
- “The ITIL Certification was hard work but worth every minute. It changed my career.”By Linda Campbell (ITIL Analyst) from Tacoma
- “I found the course well prepared and designed. The workbook had everything I needed in it and it made it easy to take the necessary materials around with me. Our course leader knew his subject well and I thought he did the best job possible of making a very dry subject interesting.”By Elvira Knight (Net Developer) from Austin
- “Attending training courses is never an easy decision, particularly for a demanding course, but the open and friendly atmosphere at The Knowledge Academy led to a good experience.”By Darrin Butler (Lead Developer) from Orlando
- “The coach was a clear expert in his field- we had lots of live examples to demonstrate the concepts that were taught.”By Carla Moody (Business Systems Developer) from Miami
- “I thought the course was great. Professionally ran and the tutor was brilliant. Very patient and really knew his stuff.”By Mindy Lawson (Technical Service Desk Analyst) from Boston
- “I found the training and the trainer excellent. It was an intensive course with a lot to take in, but they way the trainer taught, you really understood the principles and themes etc. I would definitely recommend them and would not hesitate to sit another course through them.”By Joey Baldwin (IT Support) from Detroit
- “Well organised, useful, affordable”By Terrence Collier (Service Desk Administrator) from Los Angeles
- “Excellent trainer, able to explain process in simple terms concentrating not only on what's important for exam but how it can be applied to real world.”By Frankie Dean (Service Desk Analyst) from Denver
- “Great training”By Ross Terry (IT Service Desk Analyst) from Atlanta
- “Intense but thoroughly interesting and well worth the time and money.”By Mark Farrant (Systems Engineeer) from Orlando
- “I really enjoyed taking the ITIL Foundation training course due to the structure and organisation of the course, along with the interesting course materials.”By Pete Anderson (Product Support Analyst) from Seattle
- “Really positive experience; I would recommend anyone to use The Knowledge Academy.”By Oscar Branning (Systems Administrator) from Chicago
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The ITIL Certification With The Knowledge Academy
IT service management has evolved naturally throughout the years as services became underpinned in time by developing technology around the world. In the early years of ITIL it was mainly focused on application development however, this soon changed to enhancing the possibilities by creating applications as a larger offering supporting the entire business. During the 1980’s businesses grew more dependent upon ITIL and IT service management. However, a more radical approach was needed in order to meet the demands of the business and thus IT Help Desk was introduced in order to deal with the frequency of the issues suffered by those attempting to use IT services. Further to this the UK government began to produce a series of books documenting this approach – this approach soon became known as the IT Infrastructure Library or ITIL to us.
ITIL has now become known as a formal standard for ITSM – The British Standard 15000 which is largely based on the ITIL practices. ITIL today has changed even more so and has not become a famous training course. ITIL training is taken by thousands of professionals around the world working in the IT service management field. After over 20 years ITIL has changed the face of IT service management and preserves the fundamental concepts of leading practise.
ITIL is made up of a common sense approach to service management. Below are the characteristics of ITIL which has made it such a success of the years;
- Best practise
- Good practise
ITIL offers best practise guidance which is applicable to all types of organisations and will provide services to each business. The ITIL methodology is taught extensively throughout the ITIL certification course whereby students will learn from an experienced trainer how to use ITIL and what it means to be ITIL certified.
There are six publications of core practices which are taught during the ITIL course;
- Introduction to ITIL service management practices
- Service strategy
- Service design
- Service transition
- Service operation
- Continual service improvement
The ITIL lifecycle represents the evolution from creation to expiration – and the stages of ITIL are what are in-between. Each service should be seen as a living thing – they require sustenance to remain alive and must continually adapt and evolve to the world around them, or indeed the changing needs of the business. ITIL treats a business or organisation as a living thing and this is why it is so successful.