ITIL® Foundation Certificate in IT Service Management Training Course

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Course Code


Duration Duration

21 hours (usually 3 days including breaks)

Requirements Requirements

Basic working knowledge of IT or experience of working in a customer service role

Overview Overview

The ITIL® Foundation Certificate in IT Service Management course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services and is aimed at all levels of IT professionals, Customers, and Users involved in the provision or receipt of IT Services. The course culminates in an optional one-hour multiple-choice examination for the Foundation Certificate in IT Service Management and is a pre-requisite for further training in ITIL that leads to the ITIL Expert Certificate in IT Service Management.

Course Outline Course Outline

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 Fulfilment
  • 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


  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 60 minutes duration

If taking an exam, candidates are required to provide a Photo ID with a valid signature e.g. driving license, passport or named work ID badges prior to sitting their exam. Failure to produce this ID will result in their exam results being withheld until proof of ID is provided.

Guaranteed to run even with a single delegate!
Public Classroom Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
From 2186PLN
Private Classroom Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
Private Remote Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet
From 4600PLN
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The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Remote
1 2186PLN 4600PLN
2 2093PLN 3300PLN
3 2062PLN 2867PLN
4 2047PLN 2650PLN
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Course Discounts

Course Venue Course Date Course Price [Remote/Classroom]
Market Forecasting Kraków, ul. Rzemieślnicza 1 Tue, 2016-10-25 09:00 5742PLN / 2714PLN
A Practical Guide to Successful Pricing Strategies Poznan, Garbary 100/63 Wed, 2016-10-26 09:00 3366PLN / 1883PLN
Design Patterns in C# Bielsko-Biała, Al. Armii Krajowej 220 Wed, 2016-10-26 09:00 3861PLN / 2130PLN
Creating and delivering presentations in Power Point (social skills workshop) Poznan, Garbary 100/63 Thu, 2016-10-27 09:00 3346PLN / 1414PLN
Agile Project Management with Scrum Kraków, ul. Rzemieślnicza 1 Wed, 2016-11-02 09:00 3386PLN / 1929PLN
Understanding Windows Communication Foundation (WCF) Szczecin, ul. Małopolska 23 Wed, 2016-11-02 09:00 10266PLN / 3611PLN
Python Programming Szczecin, ul. Małopolska 23 Mon, 2016-11-07 09:00 N/A / 5434PLN
Agile Project Management with Scrum Poznan, Garbary 100/63 Mon, 2016-11-07 09:00 3386PLN / 1529PLN
Business Analysis, BABOK V3.0 and IIBA Certification Preparation Katowice ul. Opolska 22 Mon, 2016-11-07 09:00 9405PLN / 5753PLN
Adobe InDesign Lublin, ul. Spadochroniarzy 9 Mon, 2016-11-07 09:00 1881PLN / 1327PLN
Administration of Linux System Olsztyn, ul. Kajki 3/1 Tue, 2016-11-08 09:00 3861PLN / 1920PLN
SQL Fundamentals Warszawa, ul. Złota 3/11 Wed, 2016-11-09 09:00 3663PLN / 1510PLN
Adobe Illustrator Katowice ul. Opolska 22 Wed, 2016-11-09 09:00 2871PLN / 1848PLN
Excel For Statistical Data Analysis Warszawa, ul. Złota 3/11 Mon, 2016-11-14 09:00 2673PLN / 1291PLN
Prototypowanie interaktywnych makiet - Axure Szczecin, ul. Małopolska 23 Mon, 2016-11-14 09:00 5445PLN / 2101PLN
Visual Basic for Applications (VBA) in Excel - Advanced Białystok, ul. Malmeda 1 Mon, 2016-11-14 09:00 3455PLN / 2202PLN
Social Media - facebook, twitter, blog, youtube, google+ Gdynia, ul. Ejsmonda 2 Mon, 2016-11-14 09:00 1881PLN / 1102PLN
Apache Web Server Administration Kraków, ul. Rzemieślnicza 1 Tue, 2016-11-15 09:00 4732PLN / 3177PLN
SQL in MySQL Gdynia, ul. Ejsmonda 2 Thu, 2016-11-17 09:00 2851PLN / 1413PLN
OCUP2 UML 2.5 Certification - Intermediate Exam Preparation Wroclaw, ul.Ludwika Rydygiera 2a/22 Thu, 2016-11-17 09:00 5148PLN / 2175PLN
Creating and managing Web sites Kraków, ul. Rzemieślnicza 1 Mon, 2016-11-21 09:00 5841PLN / 3298PLN
Stress management Gdynia, ul. Ejsmonda 2 Mon, 2016-11-21 09:00 5148PLN / 1730PLN
Angular JavaScript Katowice ul. Opolska 22 Mon, 2016-11-21 09:00 5940PLN / 3380PLN
Agile w projektach zdalnych Katowice ul. Opolska 22 Tue, 2016-11-22 09:00 5049PLN / 1962PLN
Effective working with spreadsheet in Excel Rzeszów, Plac Wolności 13 Thu, 2016-11-24 09:00 PLN / 767PLN
Visual Basic for Applications (VBA) for Analysts Kielce, ul. Warszawska 19 Tue, 2016-11-29 09:00 2772PLN / 1974PLN
Graphic techniques (Adobe Photoshop, Adobe Illustrator) Wroclaw, ul.Ludwika Rydygiera 2a/22 Tue, 2016-12-06 09:00 4851PLN / 2740PLN
Test Automation with Selenium Gdańsk, ul. Powstańców Warszawskich 45 Tue, 2016-12-06 09:00 7722PLN / 3624PLN
Programming in WPF 4.5 Kraków, ul. Rzemieślnicza 1 Tue, 2016-12-06 09:00 6435PLN / 2893PLN
Docker and Kubernetes Gdańsk, ul. Powstańców Warszawskich 45 Wed, 2016-12-07 09:00 N/A / 4989PLN

Upcoming Courses

VenueCourse DateCourse Price [Remote/Classroom]
Katowice ul. Opolska 22Mon, 2016-11-07 09:004600PLN / 2636PLN
Kielce, ul. Warszawska 19Tue, 2016-11-08 09:004600PLN / 2636PLN
Bielsko-Biała, Al. Armii Krajowej 220Mon, 2016-11-14 09:004600PLN / 2636PLN
Lublin, ul. Spadochroniarzy 9Wed, 2016-11-16 09:004600PLN / 2636PLN
Wroclaw, ul.Ludwika Rydygiera 2a/22Wed, 2016-11-16 09:004600PLN / 2186PLN

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