01 Course Pre-requisites

There are no prerequisites for attending this course. 

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02 Course Overview

ITIL® Foundation

The ITIL® Foundation exam certifies that you have gained knowledge of ITIL® terminology, structure and basic concepts, and comprehended the core principles of service management.

Exam details

  • Multiple choice
  • 40 questions
  • 60 minutes duration
  • Pass mark is 65%, 26/40
  • Closed book

ITIL® Practitioner

The ITIL® Practitioner exam certifies that you are able to adopt and adapt ITIL® guidance and apply it in a real-world context

Exam details

  • Multiple choice
  • 40 questions
  • 135 minutes duration
  • Pass mark is 70%, 28/40
  • Open book
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03 What will the delegates learn ?

  • Gain an understanding of the ITIL® framework
  • Learn how ITIL® can be used to improve IT service management
  • Learn about the key areas of ITIL®
  • Apply the ITSM guiding principles in a real-world context
  • Apply the CSI approach in a given organisational context
  • Use the three key areas of success to enable continual service improvement
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04 Course Content

  • Service Management in practice
  • Service Strategy Overview
  • Service Design Overview
  • Service Transition Overview
  • Service Operation Overview
  • Functions
  • Continual Service Improvement Overview
  • Technology and Architecture
  • Competences and Skills for Service Management
  • ITSM Concepts
  • Service Elements
  • ITSM Principles
  • CSI Approach
  • Metrics and Measurement
  • Communication
  • Organisational Change Management Tools and Activities
  • Applying the CSI Approach
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ITIL® Foundation & Practitioner Enquiry

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About Dereham

Dereham also was known as East Dereham. It is a town and civil parish in the English county of Norfolk. It is located on the A47 road, about 15 miles  west of the city of Norwich and 25 miles east of King's Lynn. The civil parish has an area of 21.51 km. In the 2001 census, it had a total population of 15,659 in 6,941 households. Later the population raised to 18,609 according to 2011 census.

For local government, Dereham falls within and is the centre of administration for, the district of Breckland. This town should not be mixed up with the Norfolk village situated in West Dereham, which is 25 miles (approx 40 km) away.

Early history

In 1986 archaeologists discovered a Neolithic polished greenstone axe head near the town. Also, a flint scraper and other tools and worked flints were found in local fields during that time. There is proof that the area was occupied during the Bronze Age. Proofs are burnt flints from a potboiler site being found in 1976 and another burnt mound site situated in 1987.


Distinguished buildings in the town consist of the pargetted Bishop Bonner's Cottage, constructed in 1502 and the Norman parish church. Windmill was renovated in the year 2013 and a large mushroom-shaped water tower. There is also  Gressenhall Museum of Rural Life is nearby. The town also hosts the HQ of the Mid-Norfolk Railway. It runs trains over an 11.5-mile railway track south to Wymondham. Also owning the line 6 miles north of North Elmham and County School Station.

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Locations Availability

ITIL® Foundation & Practitioner Availability



What is ITIL®?

ITIL® (Information Technology Infrastructure Library) is a widely accepted approach to IT service management which helps businesses ensure their IT services are aligned with their needs and support their core processes. It provides numerous benefits such as controlled infrastructure services, improved decision making, financial management, clear organisational structure, high availability and better customer satisfaction.

Does the course include exams?

All our classroom ITIL® courses include exams as part of the course.

What forms of payment do you accept?

We accept all major credit cards including MasterCard, VISA and American Express. We also accept payment by cheque or wire transfer.

What time shall I arrive at the venue?

Please arrive at the venue for 08:45am.

What are the hours of the course?

Training hours are approximately 9am – 5pm.

What is the latest date that I can sign up for the class?

You can sign up for the course up until the day before class begins. However, we have limited seating capacity and many of our courses fill up well in advance. We therefore advise students to register at least a few weeks before the course begins.

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