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Course type:

5 days

ITIL® Foundation Handbook
With exams

ITIL® V3 Foundation and Practitioner classroom

2019 will see the launch of the highly-anticipated ITIL® 4. This new version of ITIL retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 qualification will continue to be available until AXELOS advise that the transition period will cease. Therefore we would encourage you to transition to the new scheme as soon as possible. 

Once the V3 qualification is phased out, the Practitioner level certification will no longer exist. 

ILX Group’s accredited ITIL Foundation and Practitioner classroom learning course contains all of the training and materials you need to attain both the Foundation and Practitioner qualifications in ITIL.

Course overview

About the course

ITIL Foundation will give you the knowledge of the internationally-recognised best practice terminology, structure, basic concepts and the core principles of ITIL practices for service management to fully prepare you for the ITIL Foundation examination. The ITIL Practitioner classroom course will give you the ‘how' and will fully prepare you for the ITIL Practitioner examination.

What's covered?

Upon successful completion of the ITIL Foundation course candidates can expect to gain competencies in the followings:

  •  Service management as a practice (comprehension)
  •  The ITIL service lifecycle (comprehension)
  •  Generic concepts and definitions (awareness)
  •  Key principles and models (comprehension)
  •  Selected processes (awareness)
  •  Selected functions (awareness)
  •  Selected roles (awareness)
  •  Technology and architecture (awareness)
  •  Competence and training (awareness)

Upon successful completion of the ITIL Practitioner course candidates will be able to:

  • Use IT service management concepts that are important drivers of continual service improvement
  • Apply the ITSM guiding principles in a real world context
  • Apply the CSI approach to manage improvements in a given organisational context
  • Use metrics and measurement to enable continual service improvement
  • Communicate effectively to enable continual service improvement
  • Apply organisational change management to support continual service improvement
  • The critical competencies covered are organisational change management, communication, measurement and metrics.


Five days

Target audience

The course will benefit IT service management professionals who want to become ITIL Foundation-certified to understand the global language of ITSM, and then want to learn how to adopt and adapt it in the workplace.

  • ITSM professionals
  • IT managers
  • CIO
  • Head/Director ITSM
  • Head of change management


In order to take the Practitioner examination you must have already passed the ITIL Foundation exam. It is important to note that ITIL Practitioner is not a pre-requisite for intermediate levels.

Learning objectives

ITIL Foundation

  • You will gain knowledge of the internationally-recognised best practice terminology, structure, basic concepts and the core principles of ITIL practices for service management
  • Upon completion of the course you will understand the disciplines and processes that help service management staff to deliver and support quality products and services

ITIL Practitioner

Benefits to individuals:

  • ITIL Practitioner gives individuals the practical skills required to drive service improvement initiatives – which are not covered at Foundation level
  •  Learn skills and techniques focused on improving organisational change management, communication and measurement and metrics
  •  Learn how to leverage good practices from other philosophies, methodologies and frameworks outside of the ITIL core, such as DevOps, Lean and Agile

Benefits to organisations:

  • ITIL Practitioner provides employees with the skills to identify and deliver service improvements in line with business goals
  • Staff will learn three critical competencies (organisational change management, communication, and measurement and metrics) and be equipped with a comprehensive toolkit to drive improvements on return to the office.
  • ITIL Practitioner is a long-term investment in your team’s professional development

What's included?


This is an intensive five-day course, providing all you need to get through the ITIL Foundation and Practitioner examination first time:

  • All accompanying course material
  • The official manual
  • The cost of the ITIL Foundation and Practitioner examination (the exam is taken on the last day of the course)

Exam information

Exam format

The format of the ITIL Foundation examination is as follows:

  • Multiple-choice
  • One hour duration
  • 40 questions
  • Minimum of 26 correct answers to pass
  • Closed-book

The format of the ITIL Practitioner exam is as follows:

  • Exam duration is 2 hours and 15 minutes
  • Scenario-based, multiple choice
  • Open book, i.e. the ITIL® Practitioner Guidance publication is allowed for reference during the examination.
  • Pass mark is 28 marks or higher out of 40 (70%)