ITIL® ITIL Foundation and Practitioner - Only 4 Days


Four reasons why you should sit your ITIL Foundation and Practitioner course with Firebrand Training

Find Out How We Help You To Learn New Skills Quickly

  1. You'll be ITIL Foundation and Practitioner trained and certified faster. Learn more on this 4-day accelerated course. You'll get at least 12 hours a day of quality learning time in a distraction-free environment
  2. Your ITIL Foundation and Practitioner course is all-inclusive. One simple price covers all course materials, exams, accommodation and meals – so you can focus on learning
  3. Pass ITIL Foundation and Practitioner first time or train again for free. Your expert instructor will deliver our unique accelerated learning methods, allowing you to learn faster and be in the best possible position to pass first time. In the unlikely event that you don't, it's covered by your Certification Guarantee
  4. Study ITIL Foundation and Practitioner with an award-winning training provider. We've won the Learning and Performance Institute's "Training Company of the Year" three times. Firebrand is your fastest way to learn, with 67.286 students saving more than one million hours since 2001

Think you are ready for the course? Take a FREE practice test to assess your knowledge!


On this accelerated 4-day ITIL Foundation and Practitioner course, you'll learn about key areas, concepts and terminology used in the ITIL service life-cycle and how to implement them to your business.

You'll be immersed in the curriculum through our unique Lecture | Lab | Review technique, which allows you learn and retain information faster than traditional courses.

On this course, you'll learn the fundamentals in increasing customer satisfaction, improve service availability and turnaround times. You'll adopt these concepts, focusing on Continual Service Improvement (CSI) and how to adapt it to your business.

Our ITIL certified consultants will also take you through how to:

  • Improve time-to-market for your products
  • Build your own course
  • Leverage Continual Service Improvement to boost the benefit of ITIL
  • Improve ability of individuals to use ITIL in day-to-day roles
  • How to use automation, real-time reporting and the cloud to improve service design and delivery.
  • Make use of other frameworks; including Lean, DevOps, Agile and SIAM

During the course you'll sit both the ITIL Foundation and Practitioner exams. Don't pass the first time? Don't worry - you'll be covered by our Certification Guarantee.

ITIL® and IT Infrastructure Library® are Registered Trade Marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Note: This ITIL® course is provided in conjunction with Thynk an AXELOS accredited training organisation.

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Other accelerated training providers rely heavily on lecture and independent self-testing and study.

Effective technical instruction must be highly varied and interactive to keep attention levels high, promote camaraderie and teamwork between the students and instructor, and solidify knowledge through hands-on learning.

Firebrand Training provides instruction to meet every learning need:

  • Intensive group instruction
  • One-on-one instruction attention
  • Hands-on labs
  • Lab partner and group exercises
  • Question and answer drills
  • Independent study

This information has been provided as a helpful tool for candidates considering training. Courses that include certification come with a Certification Guarantee. Pass first time or train again for free (just pay for accommodation, exams and incidental costs). We do not make any guarantees about personal successes or benefits of obtaining certification. Benefits of certification determined through studies do not guarantee any particular personal successes.

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ITIL Foundation Curriculum

1. Incident Management

  • Definition of an incident
  • Description of Incident Control

2. Problem Management

  • Definition of a problem and known error
  • Proactive problem management

3. Service Asset and Configuration Management

  • Defining a configuration item and the configuration management database
  • Impact of Configuration Management on other IT processes

4. Change Management

  • Definition of a change and request for change (RFC)
  • Description of change models and change procedures;
  • Role of the change advisory board (CAB) and ECAB (for handling emergency changes)

5. Release and Deployment Management

  • Scope and concepts
  • Definition of deployment management library (DML)
  • Definitive deployment spares or asset store (DSS)escription of planning, testing and implementing

6. Service Level Management

  • Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)

7. Financial Management for IT Services

  • Reviews of budgeting, charging and IT accounting
  • Analysis of running costs and charging policies

8. Availability Management

  • Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting

9. Capacity Management

  • Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan

10. IT Service Continuity Management

  • Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management
  • Looking at the various different recovery options available and their appropriateness for the different levels of criticality of services

11. Service Management as a practice

  • Definition of a Service and Service Management as a practice
  • Describe the concept of Good Practice
  • Define and distinguish between Functions, Roles and Processes
  • The process model
  • List the characteristics of processes

12. Service Desk

  • Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management

13. The Service Lifecycle

  • Understand the Service Lifecycle
  • Describe the structure, scope, components and interfaces of the ITIL Library
  • Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
  • Operation and Continual Service Improvement

14. Generic concepts and definitions

  • Define some of the key terminology and explain the key concepts of Service Management

15. Key Principles and Models

  • Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management

16. Processes

  • Understand how the Service Management processes contribute to the Service Lifecycle
  • Explain the high level objectives, scope, basic concepts, activities, key metrics (KPI's), roles and challenges for five of the core processes
  • State the objectives, some of the basic concepts and roles for fifteen of the remaining processes

17. Functions

  • Explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function
  • State the role, objectives and overlap of three other functions

18. Roles

  • To be aware of the responsibilities of some of the key roles in Service Management
  • To recognise a number of the remaining roles described in other Learning Units

19. Technology and Architecture

  • List some generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes

ITIL Practitioner Curriculum

1. Introduction

2. Concepts and definitions

  • Apply the concept of adopt and adapt when using ITIL guidance in a given context
  • Analyse the importance of each element of the definition of a service when planning and implementing service improvements:
    • Customer
    • Value
    • Outcome
    • Cost
    • Risk

3. ITSM guiding principles

  • Apply the ITSM guiding principles in a given context when planning and implementing service improvements:
    • Focus on value
    • Design for experience
    • Start where you are
    • Work holistically
    • Progress iteratively
    • Observe directly
    • Be transparent
    • Collaborate
    • Keep it simple

4. CSI approach

  • Describe the purpose and main outputs of each step of the CSI Approach
  • Use the CSI Approach tools and techniques successfully in a given specific context:
    • Orientation Worksheet
    • Benefits Realisation Review Template
    • CSI register
  • Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

5. Critical competency - Using metrics and measurement Define critical success factors (CSFs) using a relevant hierarchical approach:

  • Define critical success factors (CSFs) using a relevant hierarchical approach:
    • ITIL Vision to measurement
    • Balanced scorecard
    • Organisation cascade
  • Determine key performance indicators (KPIs) to underpin a critical success factor
  • Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories:
    • Technology, process, service
    • Progress compliance, effectiveness, efficiency
    • Leading, trailing
    • Inside-out, outside-in
  • Define a current state assessment in a given context:
    • Purpose
    • Scope
    • Assessment criteria
    • Required outputs
    • Available resources and skills
  • Design a report in a given context
  • Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

6. Critical competency - Communicating effectively

  • Explain the nature, value, importance and benefits of good communication
  • Explain communication principles:
    • Communication is a two way process
    • We're communicating all the time
    • Timing and frequency matter
    • There is no single correct method
    • The message is in the medium
  • Explain the purpose and value of communication tools and techniques:
    • Workshop and meeting action plan
    • Meeting notes template
    • Use relevant communication tools and techniques to support improvement in a given context
    • Stakeholder communication plan
    • Business case
  • Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

7. Critical competency - Using organisation change management techniques

  • Explain the role and impact of OCM in successful improvement
  • Describe the purpose and value of OCM activities:
    • Create a sense of urgency
    • Manage stakeholders
    • Manage sponsors
    • Analyse training needs
  • Manage resistance to change
  • Use reinforcement to embed the change
  • Use relevant OCM tools and techniques to support improvement in a given context:
    • Sponsor diagram
    • Stakeholder analysis worksheet
    • Stakeholder map
    • RACI model authority matrix
  • Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

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You'll sit the following exam at the Firebrand Training centre, covered by your Certification Guarantee:

ITIL Foundation exam

  • Format: Multiple choice examination questions - closed book
  • No. of questions: 40
  • Pass mark: 26 out of 40 - 65%
  • Duration: 50 minutes

ITIL Practitioner exam

  • Format: Multiple choice examination questions - closed book
  • No. of questions: 40
  • Pass mark: 28 out of 40 - 70%
  • Duration: 135 minutes

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  • Official Thynk courseware: ITIL Foundation and Practitioner
  • ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL, 3rd Edition ISBN: 9780113313495

Firebrand Training offers top-quality technical education and certification training in an all-inclusive course package specifically designed for the needs and ease of our students. We attend to every detail so our students can focus solely on their studies and certification goals.

Our Accelerated Learning Programmes include:

  • Intensive Hands-on Training Utilising our (Lecture | Lab | Review)TM Delivery
  • Comprehensive Study Materials, Program Courseware and Self-Testing Software including MeasureUp *
  • Fully instructor-led program with 24 hour lab access
  • Examination vouchers **
  • On site testing ***
  • Accommodation, all meals, unlimited beverages, snacks and tea / coffee****
  • Transportation to/from designated local railway stations
  • Examination Passing Policy

Our instructors teach to accommodate every student's learning needs through individualised instruction, hands-on labs, lab partner and group exercises, independent study, self-testing, and question/answer drills.

Firebrand Training has dedicated, well-equipped educational facilities where you will attend instruction and labs and have access to comfortable study and lounging rooms. Our students consistently say our facilities are second-to-none.

Firebrand goes digital

We’re currently migrating from printed to digital courseware. Some courseware is already available in digital, while other books remain in printed form. To find out if this course is digital, call us on 0720-880599.

There are several benefits of easy-to-use digital courseware: downloads are immediate, and you’ll always have your courseware available wherever you are. You won’t need to wait for a printed book to be delivered before you start learning – and it’s better for the environment. You can choose to download the courseware to your own device, or borrow one of ours.

Considering a Microsoft course? Always have the most up-to-date Microsoft digital courseware with ‘Fresh Editions’. This gives you access to all versions of digital courseware – you’ll receive updates and revisions of your textbook, at no charge, for the life of that course.

Examination Passing Policy

Should a student complete a Firebrand Training Program without having successfully passed all vendor examinations, the student may re-attend that program for a period of one year.  Students will only be responsible for accommodations and vendor exam fees.

Please note

  • * Not on all courses
  • ** Examination vouchers are not included for the following courses: PMI, GIAC and CISSP CBK Review
  • *** On site testing is not included for our PMI, GIAC, (ISC)2, CREST, CSX Practitioner or ITIL Managers and Revision Certification Courses
  • **** Accommodation not included on the CISSP CBK Review Seminar

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There are no formal entry requirements for the course or examination, but you should have a basic knowledge of IT.

The course will be suitable for you if:

  • You're in an IT environment and have day-to-day responsibilities within one or more of the service management disciplines
  • You'd like to understand how your role fits into the wider service management framework
  • You'd like to be more aware and have a better understanding of best practices in IT service management

The Foundation certificate is also a prerequisite for the ISEB Manager's Certificate in IT Service Management.

Unsure whether you meet the prerequisites?

Don’t worry - we’ll discuss your technical background, experience and qualifications to determine whether this accelerated course suits you.

Just call us on 0720-880599 and speak to one of our enrolment consultants.

Firebrand is an immersive environment and requires commitment. Some prerequisites are simply guidelines; you may find your unique experience, attitude and determination enables you to succeed on your accelerated course.

Interested? See prices or call 0720-880599


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Here's the Firebrand Training review section. Since 2001 we've trained exactly 67.286 students and asked them all to review our Accelerated Learning. Currently, 96.67% have said Firebrand exceeded their expectations.

Read reviews from recent accelerated courses below or visit Firebrand Stories for written and video interviews from our alumni.

"Food and rooms were very good and provided everything we needed. The instructor and staff gave us everything we needed to get the best learning possible!"
Harry Sturgeon, Lloyds Banking Group. - ITIL® Foundation (2 days) (31.5.2018 to 1.6.2018)

"I thought the training went extremely well and I have learnt a lot from it."
Anonymous - ITIL® Foundation (2 days) (26.3.2018 to 27.3.2018)

"The teacher was good at explaining everything and there was loads of support."
William Mcarthur, Lloyds. - ITIL® Foundation (2 days) (26.3.2018 to 27.3.2018)

"The hours are crazy and the work is intense but it is definitely worth it."
Mohammed Saeed, Joseph Chamerlain College. - ITIL® Foundation (2 days) (15.2.2018 to 16.2.2018)

"The course was very helpful to expand my knowledge, and I prefer the accelerated learning format. "
Adam Heeps. - ITIL® Foundation (2 days) (15.2.2018 to 16.2.2018)

"The accelerated training was a great way to quickly gain a lot of knowledge of a subject"
Paolo Solari, FTI Consulting. - ITIL® Foundation (2 days) (15.2.2018 to 16.2.2018)

"I have enjoyed my learning experience at Firebrand. They focus on the best and most important parts of the courses that get you the results you need"
Luke Steward, Shadowfax Technology Limited. - ITIL® Foundation (2 days) (15.2.2018 to 16.2.2018)

"Be prepared for long intense days, however the amount of information you learn in that time will benefit you massively. Definitely worth doing!"
Beth Leister, Lloyds. - ITIL® Foundation (2 days) (21.12.2017 to 22.12.2017)

"Fun, friendly place with a vast array of information available as well as 24/7 services present."
Sam Clark, Computask. - ITIL® Foundation (2 days) (5.10.2017 to 6.10.2017)

"The course was well presented and provided great knowledge. "
Blair Ogilvie, Xenith. - ITIL® Foundation (2 days) (31.8.2017 to 1.9.2017)

"Awesome teacher and great source of information."
Adrian Williams, Utilita. - ITIL® Foundation (2 days) (31.8.2017 to 1.9.2017)

"Being on this course was amazing - it really has allowed me to understand that just because I am in IT, it doesn't always mean it is just about IT."
Abdo Elharam, Sun Branding Solutiopns. - ITIL® Foundation (2 days) (24.7.2017 to 25.7.2017)

"Straight forward - to the point with a clear and funny instructor. Recommended!"
Hampus Siroky. - ITIL® Foundation (2 days) (26.6.2017 to 27.6.2017)

"Had a great time at Firebrand as per usual. Staff are friendly and professional. Teaching is engaging and delivered well. "
Mary Campbell, Bucks new university . - ITIL® Foundation (2 days) (3.4.2017 to 4.4.2017)

"I found that I was able to learn a lot about ITIL in the 2-day course. The instructor explained ITIL in ways that made it relatable to real life situations which helped my learning."
C.R. - ITIL® Foundation (2 days) (3.4.2017 to 4.4.2017)

"Intense course, well taught and explained to a wide spectrum of students in terms of experience and background knowledge."
Sam Clamp, Countrywide. - ITIL® Foundation (2 days) (6.2.2017 to 7.2.2017)

"Innovative and eye-opening experience. Amazing teaching schedule and top covering"
Ross Hibbert-Storm. - ITIL® Foundation (2 days) (19.12.2016 to 20.12.2016)

"Brilliant as always!"
Mohammed Abdul Shahed, Computer-Eyez. - ITIL® Foundation (2 days) (6.10.2016 to 7.10.2016)

"Training was very good, instructor very informative, friendly and engaging."
Sean McCann, Felinesoft. - ITIL® Foundation (2 days) (25.7.2016 to 26.7.2016)

"I found it very helpful in making me focus on studying without to many distractions."
W.O.. - ITIL® Foundation (2 days) (11.7.2016 to 12.7.2016)

"Great way of compressing and focusing your training efforts, in any organisation."
Olav Fahlander, SwCG, Swedish Consulting Group AB. - ITIL® Foundation (2 days) (11.7.2016 to 12.7.2016)

"Course instructor was fantastic, made the content interactive and enjoyable."
Thomas Convey, National Grid. - ITIL® Foundation (2 days) (2.6.2016 to 3.6.2016)

"Great training delivered in a shorter than normal timescale but still delivering all the required content. The trainer was extremely knowledgeable on the subject and helped me understand ITIL."
Tim Headicar, Foursys Ltd. - ITIL® Foundation (2 days) (2.6.2016 to 3.6.2016)

"I had a very good experience with this Firebrand Training Course. Facilities good, nice food and course instructor."
Hans Mossige, Unemployeed. - ITIL® Foundation (2 days) (18.4.2016 to 19.4.2016)

"Intense, but meaningfull"
Dan Nielsen. - ITIL® Foundation (2 days) (18.4.2016 to 19.4.2016)

"Intensive and accurate training, delivering the needed information in a good way"
M.G. - ITIL® Foundation (2 days) (18.4.2016 to 19.4.2016)

"Great instructor made the course exciting and easy to understand. "
Anonymous, EMC - ITIL® Foundation (2 days)

"Very thorough training and highlighted key learning strategies."
Jake Huebner, Intelisense IT. - ITIL® Foundation (2 days) (4.4.2016 to 5.4.2016)

"Good course that provides a high level view of ITIL and learned a lot in a short amount of time."
Jamie Robinson, Intelisense IT . - ITIL® Foundation (2 days) (4.4.2016 to 5.4.2016)

"There's a lot of information to take in over a two or three day course....but the benefits and outcome is worth it."
David Cleaver. - ITIL® Foundation (2 days) (4.4.2016 to 5.4.2016)

"I was very accepting into the community and loved the people and environment."
Alasdair Corton, Avalon IT. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"It has been a very enjoyable and informative stay. Both my instructor and all staff have been very helpful and kind. Also, even though the course is quite intense, I felt as though I have been able to cope very well. "
Muhammad Khan, Jolly IT Solutions. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"Full on and very intense"
Mark McGowan, Ossur UK Ltd. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"I was very satisfied with my training."
Ross Wilson, Videojet Technologies. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"Very intense course with lots of information to take in in such a short space but worth the effort to get qualified quickly."
Matthew Thomas, AllPay. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"Our trainer was absolutely brilliant. He knew what he was talking about and explained it in a fun way we could understand. Already thinking of doing the practitioner course."
Jason Powell, Operational Risk data eXchange. - ITIL® Foundation (2 days) (8.2.2016 to 9.2.2016)

"Great location, good instructor."
Lasse Hansen. - ITIL® Foundation (2 days) (20.1.2016 to 21.1.2016)

"Besides the training material, which could have included more instructions, examples, and an overview of all the processes and services I learned a lot. Good instructor."
Anonymous, Implement Consulting Group - ITIL® Foundation (2 days) (20.1.2016 to 21.1.2016)

"Very intense, good instructor."
Anonymous, Sony Mobile - ITIL® Foundation (2 days) (23.11.2015 to 24.11.2015)

"Factbased and proffessional."
Anonymous - ITIL® Foundation (2 days) (23.11.2015 to 24.11.2015)

"Nice course in a high tempo."
Ola Vannerberg , Unemployed. - ITIL® Foundation (2 days) (23.11.2015 to 24.11.2015)

"Not just about passing an exam but also learning what it is about. Great teacher and great making in an concentrated and efficient environment."
Kristina Svendsen . - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Course was very intense"
Anonymous - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Excellent. Im coming back for sure."
Anonymous - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Intense learning."
Troels Laursen, Legoland. - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Professional, intense"
Kenneth Andersen . - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Thanks for a great course with a fantastic stay and instructor."
Kenni Diabelez, Legoland. - ITIL® Foundation (2 days) (19.11.2015 to 20.11.2015)

"Enjoyed the experience and would recommend."
Anonymous - ITIL® Foundation (2 days) (5.11.2015 to 6.11.2015)

"Had fun, would go again."
S.L. - ITIL® Foundation (2 days) (5.11.2015 to 6.11.2015)

"I enjoyed my time here, friendly people and the way the course was taught was sufficient."
K.O. - ITIL® Foundation (2 days) (5.11.2015 to 6.11.2015)

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