Course Introduction

This ITIL® (Information Technology Infrastructure Library) Foundation and Practitioner training course combine both Foundation and Practitioner training content, so delegates can acquire the certifications together. ITIL® Foundation and Practitioner gives individuals an insight into ITIL® framework, and provides them will the skills to tailor and apply their ITIL® knowledge within their own organisations. This ITIL® certification covers the areas of organisational change management, installing internal business exchange, and performance development. Teaching is classroom-based, whilst a combination of activities, discussions, and presentations comprise the learning process of ITIL® Foundation and Practitioner.


                                                                  ITIL Dates & Prices - Datrix Training


What's Included

Find out what's included in the training programme.

Course Content

Datrix Training will provide you with both examinations, 'An Introductory Overview of ITIL® V3' (the pre-course reading material), the courseware book which includes presentation slides, the syllabus, and a mock exam, an experienced trainer, a certificate on completion, and refreshments. 

The Foundation portion of this certification concentrates more on teaching delegates the main elements and principles of ITIL®, as ultimately, it is an introductory training course.

The Practitioner section of this ITIL® training course builds on knowledge acquired at the Foundation level, and focuses more on the practical application of ITIL®. ITIL® Practitioner teaches individuals how to maximise the benefits produced by ITIL®, and how to tailor the framework to meet business needs.

Overall, delegates will learn everything they need to be successful in the examinations.  

Our ITIL® Foundation and Practitioner certification includes both examinations. Delegates are required to sit both a Foundation exam, and separate Practitioner exam. The examinations are formatted like so: 

ITIL® Foundation Exam:

  • 40 questions
  • Multiple choice
  • 60 minutes
  • Closed book 
  • 65% pass mark required

ITIL® Practitioner Exam:

  • 40 questions
  • Scenario-based, multiple choice 
  • 135 minutes
  • Open ook - the ITIL® Practitioner Guidance Book can be used
  • 70% pass mark required


The ITIL® Foundation and Practitioner training course will cover the following topics:

Understanding Service Management as a Practice:

  • The concept of “Service”

  • The concept of “Service Management”

  • Understanding customer requirements and building relationships

  • The concept of “Good Practice”

  • The process model and process characteristics


Understanding the Service Life Cycle: 

  • The objectives and business value for each stage in the life cycle


ITIL® Service Strategy:

  • Understand and develop markets

  • Using services to create value

  • The four main activities

  • Service Portfolio Management

  • Financial Management

  • Demand Management


ITIL® Service Design:

  • The importance of People, Processes, Products, and Partners for Service Management

  • The five major aspects of Service Design

  • Different sourcing approaches and options

  • The Service Design Processes


ITIL® Service Transition:

  • Planning and setting expectations

  • The Service V model

  • Knowledge Management

  • Service Asset and Configuration Management

  • Change Management

  • Release and Deployment Management


ITIL® Service Operation:

  • Where the business value is realised

  • Achieving a balance

  • Event Management

  • Incident Management

  • Request Fulfilment

  • Problem Management

  • Access Management

  • Understanding the Functions


ITIL® Continual Service Improvement:

  • Vital to ensure continued Good Practice

  • The importance of measurements and metrics

  • The Deming Cycle

  • Basic concepts, process activities, interfaces, and metrics for the 7 Step Improvement Process

  • The role of governance for Continual Service Improvement


ITIL® Practitioner Qualities:

  • Practical guidance on how to produce Continual Service Improvements

  • Delivering value

  • Designing and adapting ITIL® principles

  • Developing professional ITIL® competencies

  • Utilising ITIL® resources - real time reporting, automation, and Cloud computing


Delivery Methods


ITIL® Foundation & Practitioner Enquiry

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Reach us at 44 161 768 4797 or for more information.


What time shall i arrive at the vanue?

Please arrive at the venue for 08:45am.

How can i find more information?

If you would like to know any more information about our courses, please contact us on 0800 781 0626 or send us an e-mail on

What is the experience of the instructor(s) delivering my course?

All of our instructors at Datrix are accredited and have over ten years of experience worldwide.