Course List



ITIL - Foundation Course *Exam Included


Many IT professionals responsible for managing service levels make the mistake of focusing on a document – Service Level Agreement – and not the process of Service Level Management.  Learn what the difference is and how to successfully implement and manage relationships between IT, your ‘customers’ and your ‘suppliers’.

A high proportion of the IT budget is spent on the delivery and support of ‘live' IT systems. Helping customers, fixing problems and making changes, managing the configuration and controlling software, ensuring there is adequate contingency should things go wrong, and, probably most importantly, managing costs, are all part of IT Infrastructure Management.


Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:

  • Learn how to define, structure, negotiate, monitor and review Service Level Agreements.
  • Understand how Service Level Management fits with other IT Service Management processes.
  • Be able to prove the benefits of Service Level Management to your organisation and its ‘added value’.


Introduction to Service Management

  • IT as a Service Organisation.
  • The need for a Service orientation.
  • Introduction to ITIL – history, concepts and key players.
  • Service Management processes & the ITIL book sets.
  • Structure of each module.
  • The full certification programme.

Service Desk

  • The critical role in building good customer relations.
  • Central point of contact.
  • Types of Service Desk.
  • Relationships with SM processes.
  • Management information and reports.

Incident Management

Rapid service restoration.

  • Classification of incidents.
  • Incident Monitoring.
  • The role of the Service Desk in Incident Management.
  • Handling of Major Incidents.
  • Problem Management
  • A disciplined approach to managing problems.
  • Control of problems & known errors.
  • Proactive problem prevention.
  • Configuration Management
  • A discipline for controlling IT assets.
  • How Configuration Management is the foundation for IT Service Management.
  • Definition of a Configuration item.
  • Description of the Configuration Management Database.

Change Management

  • A systematic approach to Change Management.
  • Definition of a change.
  • Types of change and impact analysis.
  • Request for Change and the Change procedure.
  • The Change Advisory Board.
  • Dealing with emergency Changes.

Release Management

  • Hardware & Software changes in the live environment.
  • Descriptions of the Definitive Software Library and the Definitive Hardware Store.
  • Distributing software to remote locations.
  • Version control and release strategy.
  • Defining, authorising and controlling releases.

Service Level Management

  • What is an SLA and its purpose.
  • What should be in an SLA.
  • Identifying, negotiating, monitoring & reviewing SLAs.
  • Verifying underpinning agreements and contracts.
  • The Service Catalogue.
  • Financial Management for IT Services
  • Understanding the costs of providing an IT service.
  • Budgeting, accounting and charging.
  • Identifying cost elements and categories.
  • Estimating and monitoring cost.
  • Charging policy.

Capacity Management

  • Capacity elements.
  • How to measure and report capacity usage.
  • Business Capacity Management.
  • Service Capacity Management.
  • Resource Capacity Management
  • The Capacity Management Database.


IT Service Continuity Management

  • Business Impact Analysis.
  • Risk Analysis & Assessment.
  • Risk Management.
  • Development, testing and maintenance of the ITSCM Plan.

Availability Management

  • Building a cost effective, high‑quality service that will meet SLA requirements.
  • Availability elements and definitions
  • Calculating and monitoring availability.
  • Planning, monitoring and reporting.

Examination Preparation

Example examination questions with opportunities to review and discuss the answers will be presented throughout the course.


This course is designed for all staff involved with IT Service Management disciplines and gives an awareness of the techniques involved across the range of IT Service Support and Delivery processes.



Awarding of this certificate is by examination taken at the end of the course and consisting of a 1 hour, 40 question multiple-choice paper under the invigilation of the Examination Board.

Criteria for Certification

A pass mark of 65% is required in the examination taken at the end of the course. Results are received direct from the Examining Board within 2-3 weeks.


3 Days




Virtual: 20th-22nd April & 18th-20th May 2020

Cork: 2nd-4th March 2020

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Training with PFH



  • Pre-training evaluation - PFH will assess your training requirements and levels prior to attending training:
  • Instructor led tuition by highly qualified instructor
  • Comprehensive manual to accompany PFH public courses
  • Training can be customised to meet customer's specific requirements
  • Money back guarantee – If you are not happy with the quality of training received, PFH will refund payment
  • All PFH trainers are Certified which guarantees that the training you receive will be of the highest quality.



  • Each student will have their own PC
  • Comprehensive manual to accompany each training course
  • Complimentary coffee, tea, biscuits and fruit provided, along with light lunch provided for courses delivered in PFH
  • Certificates of Attendance provided to each student on completion of training
  • Air conditioned comfortable and spacious training rooms
  • Free parking



  • If a student feels they have not managed to reach their own personal course objectives, they are welcome to attend the:
  • Same public class within 6 months, at no charge
  • 60 day post training support – Students can call or email our instructors with any questions / problems they may be experiencing at home or work (or a maximum of 5 calls per course/delegate)



When you're learning new skills and meeting new people it's important that you do so in comfortable, modern surroundings.

You'll enjoy a rewarding training course here at PFH premises and benefit from our modern training facilities.

Facilities provided include:

  • Air-conditioned training rooms
  • High-spec student PC's plus an instructor PC
  • Internet access and wireless internet access 
  • Convenient locations in Cork and Galway 
  • Overhead projector, whiteboard and flipchart in each room 
  • Course materials 
  • Free parking 
  • Daily refreshments & lunch


Please note that the above facilities are available to rent for your specialised training event also. Please contact PFH Training for rates and information.

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Training Types



Instructor-led training is an effective means of delivering information, as it allows for real-time feedback, questions and answers, manipulation and changeable delivery to suit the needs of learners in a real-time environment. Few educational opportunities are considered more valuable than meeting and interfacing directly with an instructor. 


All of our trainers are MCPs [Microsoft Certified Professionals], ECDL certified and MOS Experts which guarantees that the training you receive will be of the highest quality.


PFH has a large portfolio of trainers who can deliver training at our training centres in Cork and Galway, or Nationwide at customer premises or another training centre.


PFH offers instructor led training on our Public Schedule at our training centres in Cork and Galway. 



PFH provides customised training for groups of 1 to 12 at either PFH's Training Centres at Cork or Galway or on-site at your premises. Content can be taken from any of our course oulines and customised to suit the exact requirmements of your group and scheduled on dates that suit your delegates.  Group rates apply contact us for rates.


This method of training ensures your delegates get trained on exactly the topics they require in the duration of time that you can allow to give them.



Seminar training can be offered where companies require a large number of people to receive initial overview training on the New Interface of an Operating System or Office Applications. 


Seminar Training is based solely on demonstrating the New Features and is non hands-on training.  The benefits of this type of training is that attendees can get an initial feel for the New Interface of any given application and it can save a lot of time and money during an initial roll out.  This type of training instils an element of confidence when people return to their desks to work with the New Interface or Application.


Depending on how the roll out is managed with the installations, training could be run in tandem with this, and groups may also benefit from the trainer doing some “floor walking”  following the seminars to assist people when they are back at their desks.


The number of attendees is optional and can range from 20-50 per session.  This is dependant on the size of your room!

All training/seminar can be customised specifically to suit group requirements.

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