ITIL® in Practice: Foundation

I111 4 days 775*

This course contains fundamental knowledge for both IT and business functions on the alignment of business and IT processes, key elements, concepts and terminology of the service lifecycle. The last day of the training is a business simulation.


This 4-day course combines theory and practice through which it smoothly introduces the ITIL® concepts for all the critical processes of the IT systems and networks in the company.

The course consists of: home assignment for process modeling with a tool, 3 days theory and exercises and 1 day business simulation and a sample exam. The theoretical part introduces the best practices of ITIL and provides knowledge about the Service Lifecycle.

During the second, practical part of the course, the participants are involved in a business simulation. It adds hands-on experience to the course and helps participants perceive in a more effective way what they had acquired as knowledge during the theoretical part. The main purpose of the business simulation is to help the students make the connections between the theory and its practical implementation.


ITCE is an Accredited Training Organization for ITIL® Courses. 

Important Notice: Based on the amendment in Axelos Policy, effective 1-Nov-2019, Axelos training organizations such as ITCE must sell certification training courses only in bundles which include the respective certification exam. The price of the certification exam for the ITIL® Foundation training is €188.


As one of the pioneers of providing ITIL training in the region, ITCE has a significant experience in delivering training, coaching and consulting to many of the largest enterprises. 
Our trainers are accredited ITIL® Trainers and have led hundreds of ITIL courses, in which most of the groups have achieved 100% success on the ITIL Foundation certification exam.

Orlin Marinov ITCE

Orlin Marinov

Partner & Senior Consultant

Orlin is a very well-known name in the IT and Management circles in the region due to this extensive experience as a consultant for numerous large scale and complex projects in the field of IT Security and Service Management. He is a very well respected ITIL® trainer, known for the high success rate of certification of his students.

Nina Prodanova-Iozeva ITCE

Nina Prodanova-Iozeva

Managing Partner & Senior Consultant

Nina is a highly qualified consultant and leader with more than 20 years of experience in leading highly complex projects and transformations. Nina is a well-known name in the field of Agile, Business Analysis, Enterprise Architecture and IT Service Management.

Julia Oliveira ITCE

Julia Oliveira

Senior Consultant & Consulting Practice Manager

Julia Oliveira is a highly qualified IT Service Management and Project & Portfolio Management Senior Consultant with more than 15 years of experience in the industry. She has successfully lead some of the largest ServiceNow projects in Southeast Europe.

What you’ll learn


The course enables students to understand how an integrated IT Service Management framework, based on ITIL® best practice guidelines, can be adopted and adapted within their own organizations.


DAY 1:

  • Course Registrations and Introductions
  • Service Management as a practice
  • The need for a service culture
  • ITIL® and the Service Lifecycle
  • Assignment 1
  • Service Strategy introduction
  • Service Strategy processes
  • Service Design introduction
  • Service Design Processes
  • Service Design Processes SLM
  • Service Design Processes (cont.)

DAY 2:

  • Day 1 Recap (using ILFN quiz)
  • Service Design Processes (cont.)
  • Assignment 2
  • Service Transition introduction
  • Service Transition processes – Change
  • Service Transition processes (cont.)
  • Service Transition processes (cont.)
  • Assignment 3
  • Service Operation introduction
  • Service Operation Functions
  • Service Operation processes

DAY 3: 

  • Mock Exam review
  • Assignment 4
  • Service Operation processes (cont.)
  • Continual Service Improvement
  • Technology and Architecture
  • Process interfaces and course summary
  • Exam Technique
  • Second Mock Exam
  • Review second mock exam
  • Examination paperwork
  • Exam


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logoTM is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Frequently Asked Questions

Who should attend? 

Anyone is welcome to attend! The course and examination are especially suitable for: Process Owners; IT Operations Managers; Team Leaders; All employees whose roles require service delivery; All Business Managers who interact actively with the IT Departments.

ITIL® Foundation Examination:

The ITIL Foundation certification can benefit anyone who has an interest in IT service management.

The exam consist of a complex multiple-choice, computer based Test 40 questions. The passing score is 65%. Exam duration is 60 minutes. Candidates sitting the examination in English and who do not have English as their first language will be granted additional 30 minutes to use a dictionary.

All participants in the training will be given the opportunity to sit for the exam on the last day of the training (Day 4) before the business simulation starts. 

Certification Exam

Take2 Re-sit Exam Option

PeopleCert’s Take2 Re-sit Exam Option gives you the chance to retake an exam through online proctoring up to 6 months from the date of the initial exam at an affordable price.

Add the Take2 Re-Sit Exam option for 49 EUR incl. VAT when registering and secure the chance for a better result if you don’t successfully pass your initial exam.
If you want to take advantage of the Take2 re-sit exam option, contact us.

Related Courses


Once you submit your registration, we will get in touch with you to confirm your interest and attendance.

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