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Course Information

ITIL® Foundation and Practitioner Outline

The ITIL® Foundation section of the course covers the following topics:

  • An Introduction to IT Service Management
  • Practicing Service Management 

The IT Service Lifecycle 

  • Service Strategy
  • Service Strategy Processes
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
  • Concepts 
  • Terminology
  • Main Principles and Models
  • Roles
  • Functions 


  • Service Level Management 
  • Service Continuity
  • Configuration Management 
  • Release Management 
  • Incident and Problem Management 
  • Technology and Architecture
  • Competencies
  • Service Management Skills

ITIL® Practitioner

This section of the course covers the following topics:

  • ITSM Concepts
  • Service Elements
  • ITSM Principles
  • CSI Approach
  • Metrics & Measurement
  • Communication
  • Organisational Change Management (OCM)
  • OCM Tools
  • OCM Activities
  • Applying the CSI Approach

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Who should attend this ITIL® Training Course?

The course is intended for those looking for a practical understanding of ITIL®, including its main concepts and how to adopt and adapt them where needed.

ITIL® Foundation and Practitioner Prerequisites

There are no prerequisites for this course.

ITIL® Foundation and Practitioner Training Course Overview

ITIL® Foundation and Practitioner combines training and exams for the ITIL® Foundation and Practitioner certifications into one 4-day course, providing you with a full understanding of ITIL® and how to adopt and adapt it into your organisation. Our ITIL® Foundation and Practitioner training is split into two parts: ITIL® Foundation and ITIL® Practitioner.

The first part, ITIL® Foundation, provides a beginner’s guide to ITIL® and introduces the IT service lifecycle, its key concepts and terminology. It provides fundamental knowledge for those new to ITIL® and can be beneficial for both operational staff and senior management. The second part, ITIL® Practitioner focuses on how to apply ITIL® practices for Continual Service Improvement in an organisation by adopting and adapting them to fit business needs. Designed for those who have learned the basics of ITIL®, the course provides practical knowledge which allows ITIL® to be fitted into existing IT operations.

ITIL® helps businesses align their IT needs with their organisational goals. Practised all over the world, it is the global standard in IT service management. ITIL® ensures IT projects follow a practical and repeatable best practice methodology based on the experience of thousands of organisations around the world.

This ITIL® Foundation and Practitioner course is fully accredited by PeopleCert on behalf of AXELOS.


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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What's included in this ITIL® Training Course

The following is included with this ITIL® Foundation & Practitioner course:

  • ITIL® Foundation Examination
  • ITIL® Practitioner Examination
  • Certificate
  • Experienced ITIL® instructor 
  • Refreshments 

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ITIL® Foundation and Practitioner Exam Information

The ITIL® 4 Foundation exam tests knowledge of the basic terminology, concepts, and principles behind ITIL® and service management.

  • Type: Multiple Choice
  • Duration: 60 Minutes
  • Open Book: No
  • Total Questions: 40
  • Pass Mark: 26/40

ITIL® Practitioner Exam:

The ITIL® Practitioner exam tests the ability to adopt and adapt the ITIL® framework and apply it to a given scenario.

  • Type: Multiple Choice
  • Total Questions: 40
  • Duration: 135 minutes
  • Pass mark: 70% or 28/40
  • Open book: Yes

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions


ITIL® is a best practice framework for IT service management. It provides guidance to businesses and individuals on how to use IT to meet business needs and deliver value to its users. ITIL® is supported by a comprehensive certification scheme which spans knowledge from the principles to how the entire framework fits together.
Yes, this course is accredited by PeopleCert on behalf of AXELOS.
There are no prerequisites to take this course. However, to take the ITIL® Practitioner exam, you must have passed ITIL® Foundation.
The course fee includes 5 days of classroom tuition from an expert trainer, the ITIL® Foundation and Practitioner examinations, as well as a comprehensive candidate pack featuring presentation slides, exercises and sample examinations.
Please arrive at 8:45am for 9am start. The course hours are 9am-5pm each day.
You can read more about ITIL® on our ITIL® topic page, which links to a number of pages which go into greater detail about ITIL®, its courses, and its methodology.
The price for ITIL® Foundation and Practitioner certification in the United Kingdom starts from £1495
The Knowledge Academy is the Leading global training provider in the world for ITIL® Foundation and Practitioner.
Please see our ITIL® Training courses available in the United Kingdom

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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