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doller-img1,300+ GST

2 day course

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This course is presented as Live Virtual Training. Click for more details.

100% Satisfaction Rating with ALC Virtual Training

On a 4-point scale Excellent, Good, Fair and Poor, 81% of ALC customers rate ALC’s Live Virtual Training as Excellent and all the rest rated as Good. That is a 100% satisfaction rating! After 26 years of traditional classroom training we readily admit we had some apprehensions about Virtual. But the results have significantly exceeded our expectations. What we have found is that, in the end, the technology doesn’t get in the way. What it comes down to is the quality of the trainer, and that is what we have always built our reputation upon.

Book with confidence with Australia’s longest-serving provider of ITIL training, since 1999!

 
ITIL 4 – the Ultimate in IT Service Management

ITIL 4 is widely seen as a game changer that has breathed new life into IT Service Management. It is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. The result of a great amount of global research and development work across IT and service management industries, the new ITIL 4 has been designed to help organisations meet the increasing challenges of today’s complex digital environment by integrating concepts from Agile, DevOps and Design Thinking. 

ITIL 4 Foundation

The ITIL Foundation certificate course is the essential starting point for anyone wanting to get started in ITIL. No longer a “nice to have” but a “must have” for any organisation or department or individual serious about improving IT Service Management.

Compatibility with ITIL v3

The new ITIL 4 scheme has been designed to be backwards compatible with ITIL v3 (the term that most people use to refer to the previous ITIL) and has been streamlined to encourage conversion beyond ITIL Foundation level. Though ITIL v3 remains completely relevant, the general recommendation is for organisations to embark on the new ITIL 4 sooner rather than later.  ALC offers training in both versions.

"I enjoyed virtual training from the comfort of my home. Plenty of breaks given. Neil is very experienced and his concepts are very clear. We did well on the practice tests and feel confident about taking the exam. "

- ITIL 4, Virtual Class, April 2020

ITIL 4 Certification Scheme

You can get a good idea of the new ITIL 4 Certification Scheme in the diagram below.  The Scheme comprises a number of modules:

  • ITIL 4 Foundation Certificate – the entry level to ITIL 4 Certification
  • Three ITIL Specialist modules (Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT)
  • ITIL Strategist
  • ITIL Leader

There are three high-level designations that can be attained:

  • ITIL Managing Professional (MP)
  • ITIL Strategic Leader (SL)
  • ITIL Master, the highest level certification.

To obtain the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) designations you must complete all modules in each stream, with ITIL Strategist being common to both.

ITIL 4 Foundation is available immediately.  The other modules will become during 2020.

NOTE: There is no transition module (bridging course) from ITIL v3 Foundation to ITIL 4 Foundation.  If you already have ITIL v3 Foundation and wish to take an ITIL 4 Specialist/Strategist/Leader course, then the recommended approach is to first take ITIL 4 Foundation in order to be able to transition to the new scheme.

 

Ongoing ITIL v3 Training

If you have a large base of staff already trained in ITIL v3, it is perfectly valid to continue to train new staff in ITIL v3 at Foundation level and to do a phased transition to ITIL 4. 

We will continue to offer ITIL v3 Foundation training according to demand. We will also continue to offer the ITIL v3 Capability courses for a limited time. Please contact us for dates and to discuss the options that will best suit your needs. 

Live Virtual Training

Due to COVID-19 government restrictions, all face-to-face classroom training has been suspended until further notice.  We are watching the situation closely and will resume with normal training at the earliest opportunity.

However, the good news is that ITIL Foundation is now available as Live Virtual Training (LVT). You get the same world-class trainer and the same excellent training that you would normally get from ALC. It is fully live and interactive. The only difference is that the ITIL 4 Foundation course is conducted online.

Live Virtual Training has been around for quite a while and is a well-proven delivery method. Get ITIL® Training Live, Instructor Led, virtually run online from your home, office or wherever you have a computer and a good internet connection!

Learning outcomes

The aim of the ITIL 4 Foundation course is for each participant to be able to:

  • Understand and use the ITIL terminology and key concepts
  • Understand the four dimensions of service management that collectively provides a holistic approach to the delivery of service value to the customers
  • Understand the ITIL Management Practices
  • Understand the ITIL Service Value System
  • Understand the ITIL Guiding Principles, the need for Governance and Continual Improvement

Who should attend

The ITIL 4 Foundation course is appropriate for:
  • Any individual working in an IT environment who requires a basic understanding of the ITIL Best Practice framework
  • Any individual who needs a greater understanding of how an organisation can make use of ITIL to enhance the quality of IT services and the managing thereof
  • Anyone who may have an interest in the subject such as Business Owners, IT Managers, Project Managers, Service Desk staff, Operations staff, Developers

"Overall, it was an excellent course. Neil made the occasionally dry ITIL content interesting, and provided useful and relevant examples from his experience. He was also able to effectively relate our questions and examples from our own environments back to ITIL principles. I would also like to commend his knowledge of the exam, as he clearly has intimate understanding of the design of the questions. I feel very prepared for the exam after this course, and wouldn’t hesitate to study with ALC again! "

- ITIL 4, Virtual Class, April 2020

Course contents

1.  Introduction
  • History of ITIL
  • IT Service Management in the modern world
  • About ITIL 4
  • The structure and benefits of the ITIL 4 Framework
2.  Key Concepts
  • Value and value co-creation
  • Organisations, service providers, service consumers, and other stakeholders
  • Products and services
  • Service relationships
  • Value: outcomes, costs and risks
3.  The Four Dimensions of Service Management
  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors
4.  The ITIL Service Value System
  • Opportunity, demand and value
  • ITIL Guiding Principles
  • Governance
  • Service Value Chain
  • Continual Improvement
5.  ITIL Management Practices

5.1 General Management Practices

  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management

5.2 Service Management Practices

  • Availability Management
  • Capacity Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Desk
  • Service Level Management
  • Service Request Management

5.3 Technical Management Practices

  • Deployment Management
6 .  Exam Preparation
  • Exam techniques
  • Sample Exams

Course fees

Fees per person

ITIL 4  Foundation Course (2 days) + Certificate Exam
  • $1,300 + gst
Face-to-Face Course Fee Includes:
  • Comprehensive ALC course workbook, quality colour printed
  • Official Axelos ITIL 4 Foundation Textbook
  • ITIL 4 Foundation Certificate Exam (paper based, held in class)
  • Full catering including proper sit-down lunch, morning and afternoon refreshments
Live Virtual Training Course Fee Includes:
  • Comprehensive ALC course workbook, quality colour printed (delivered directly to you)
  • Official Axelos ITIL 4 Foundation Textbook Hard Copy (delivered directly to you)
  • ITIL 4 Foundation Certificate Online Exam Voucher (3 Month Validity)

ITIL 4 Certificate Examination

The ITIL 4 Foundation Certificate is an internationally-recognised qualification and is a prerequisite for further qualifications in ITIL. 

For courses conducted as Live Virtual a voucher is issued for the exam to be taken online. For traditional classroom courses the exam is paper-based and is held in class at the end of the last day of the course.

The exam comprises:

  • Multiple choice examination questions
  • 40 questions
  • 26 marks required to pass (out of 40 available) – 65%
  • 60 minutes duration
  • Closed book.

Pre-requisites

There are no pre-requisites for this course.

 

Transition from ITIL v3 to ITIL 4

Scenario 1:

I am currently ITIL v3 Foundation certified only. I am looking at a career development in IT Service Management.

Recommendation: Take the ITIL 4 Foundation in order to transition to the new scheme as there is no bridging course at the Foundation level.

Scenario 2:

I am currently ITIL v3 Foundation certified only. My organisation has been practicing ITIL for many years.

Recommendation: Take the direction from your organisation on any decision to embark on ITIL 4 now or later. ITIL v3 remains relevant. However, ITIL 4 is the result of a great amount of global research and development work across the IT and service management industries. It also integrates concepts from Agile, DevOps and Design Thinking. ITIL 4 is an advanced guidance that prepares organisations for success in their digital transformation journey by focusing on creating and delivering value to their customers. We would recommend organisations to embark on the new ITIL 4 sooner rather than later.

Scenario 3:

I am ITIL v3 Foundation certified and have obtained one ITIL v3 Intermediate level certification. And I prefer to find out more about ITIL 4 first.

Recommendation:

Option 1: Take the 2-day ITIL 4 Foundation course now to have a foundational understanding of the new ITIL 4. And continue to take the other Specialist, Strategist or Leader modules when they are progressively available, leading to the either the designation of ITIL? Managing Professional or ITIL Strategic Leader.

Option 2: Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL Managing Professional when you pass the Managing Professional Transition module. ITIL v3 Intermediate modules will be available till June 2020.

Scenario 4:

I am ITIL v3 Foundation certified and have obtained two or more ITIL v3 Intermediate level certifications.

Recommendation:  Continue with more ITIL v3 Intermediate modules to obtain at least 17 credits (including v3 Foundation), to be eligible to attend the transition module “Managing Professional Transition” when it is released end of 2019. You will be awarded the designation of ITIL? Managing Professional when you pass the Managing Professional Transition module. ITIL v3 Intermediate modules will be available till June 2020.

Scenario 5:

I am v3 ITIL Expert. What if anything should I do?

Recommendation:

Option 1: Take the ITIL4 Foundation for an understanding of the new ITIL 4 Service Value System.  ITIL 4 Foundation is not a pre-requisite for a v3 ITIL Expert to transition to the ITIL Managing Professional.  Thereafter, take the ITIL Managing Professional transition module as soon as it is released to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.

Option 2: Take the ITIL Managing Professional transition module as soon as it is released to achieve the ITIL Managing Professional designation. After achieving the ITIL Managing Professional designation, if you are interested in pursuing the ITIL Strategic Leader designation, you would only need to complete the ITIL Leader Digital & Strategy module. Once you have completed both streams, you are eligible to move towards ITIL Master.

More testimonials for this course

  • "The quality of the materials was excellent."
    November 2020
  • "Fun and interactive"
    Senior Administrator, October 2020
  • "A very pleasant experience - loved the utilisation of Kahoot for quiz materials! Thank you for the opportunity to attend this course with Neil as the trainer. He did an excellent job covering the topics and material in a very timely fashion. Being able to complete a sample exam as homework was also a great way to gauge content retention. Overall, a wonderful experience. Thank you to the entire team."
    Workspace Technology Architect, October 2020
  • "Break room was good touch to the training. The interactive quizzes was nice."
    October 2020
  • "Kahoot! made the training much more engaging"
    October 2020
  • "the addition of Kahoot is fantastic for interactive quiz taking"
    Release and Operational Change Manager, October 2020
  • "I've attended a lot of courses, over the years, and this was definitely one of the better ones. The material was well presented, clear and appropriate. Neil is an excellent trainer. I really enjoyed this training and I would certainly recommend ALC to others."
    Release Manager, October 2020
  • "There weren't any technical issues with the course, with excellent prep by ALC and the trainer. Great course coordinator, with a wealth of experience and used functional analogies to explain commonly experienced issues."
    IT Specialist, October 2020
  • "Easy to set up and use on my personal device. No dropouts experienced or generally any problems. I think this course is well set up for Live Virtual Training.Kim was fantastic, a wealth of knowledge with a relaxed presence. She was very com. I thought that the content was well paced - there was enough time for us to explore bits in more detail without ever feeling rushed. Again, kudos to Kim for expertly setting the pace through the content.fortable with the course material and confident when answering our questions"
    Acting EXEC1 - Delivery & Training Mngr, October 2020
  • "Pretty good and exciting online course,"
    Senior Analyst Programmer, October 2020
  • "Way better than learning onsite."
    EUS Engineer, September 2020
  • "Neil was fantastic! He provided great instruction and followed everything up with a real world example. In addition he always made sure that we had the opportunity to clarify after each thing he said. Huge thank you Neil!"
    Chief Information Officer, September 2020
  • "The practice exams and mini quizzes that Neil gave during the course did boost my confidence in taking the exam sooner that I planned. Overall, great training and trainer."
    September 2020
  • "Neil was a great trainer who was able to keep me engaged for a good chunk of the course. The use of online quizzes helped ensure all participated."
    Senior Business Analyst, September 2020
  • "Neil was lovely and patient and I have to acknowledge it was challenging to deliver the course content in a virtual format."
    August 2020
  • "Neil did well to maintain engagement throughout the coursework and provided us with opportunities to ask questions regularly."
    Senior Manager, Technology Risk, August 2020
  • "Neil did a great job in handling the virtual delivery, including the technical issues."
    Senior Manager, Technology Risk, August 2020
  • "I was able to concentrate more during the virtual training"
    Helpdesk Analyst, August 2020
  • "The training was well structured and appropriately paced. Neil's non-technical examples helped to aid my understanding. I particularly enjoyed the car breakdown/get the user back on the road analogy to illustrate the incident management practice and 'U is not for Use' as a way of remembering the difference between utility and warranty. His emphasis on keywords within purpose statements provide good cognitive shortcuts to help participants prepare for exams. I really appreciated the inclusion of the Kahoots quiz in the training as a revision tool and to enhance participation in a fun and interactive way. I found the virtual delivery to be just as effective as a classrooom session. I asked the team whether they found the training worthwhile. Most of my staff said that it has given greater context to our work and function within the Department, and enhance their understanding of some of our internal processes within. That's the outcome I was hoping for, so I'm very pleased with the training. Many thanks to Neil for his excellent facilitation."
    Asst Director - Online & Service Centre, August 2020
  • "Ran smoothly. For its purpose to prepare for the exam, I thought the content and support provided was excellent."
    Analyst, July 2020
  • "Enjoyed course, the trainer well experienced"
    July 2020
  • "Thank you very much for your support when first setting up the session :). It worked really well for me. Thank you so much for sharing your in-depth knowledge of ITIL and providing insights to our questions."
    Change & Configuration Analyst, July 2020
  • "The student guide was also very good. Not too long, not too short with the right amount of detail. Despite some initial technical difficulties, I thoroughly enjoyed the course. I felt like I learned a lot even though I have spent many years working for organisations that profess to follow ITIL methodologies. I found DLJ to be a really interesting person who is able to present a relatively boring topic with a perfect mix of enthusiasm, real word experience and cynicism. Since completing the course I have also passed the exam with a score of 35/40."
    Roadside Network Designer, Technology, June 2020
  • "Neil is a excellent trainer with extensive knowledge, course material is very well written. Pre-course instruction customised to our organisation is really helpful. Jess is a great host setting ppl up and helping with any technical issues."
    June 2020
  • "Was nice to have overseas based participants as they can bring a different perspective to the discussions. I like that the instructor added extra with real life stories to try and make some of the material more relevant."
    Transition to Support Coordinator, June 2020
  • "Really easy to follow and good technology with the breakout rooms. I think it was run very well, very engaging especially considering it was online/ virtual Neil was great - really clear and explained things in the perfect level of detail to be able to understand and learn the material. Thanks Neil - really enjoyed the course."
    People and Culture Process Analyst, June 2020
  • "The ALC arrangement is good to have support staff alongside assisting the course, the students and the trainer. Well arranged and managed - there was follow up call from ALC staff to provide verbal explanations and ensure all course materials have been delivered."
    June 2020
  • "The use of breakout rooms worked really well. We held the 2 day course over 3 half days which worked really well for our organisation and for attendee's having to sit in front of a computer for extended periods."
    May 2020
  • "The Zoom experience was excellent. The break out rooms worked brilliantly. I was skeptical about virtual training versus face to face in a classroom but the last three days progressed brilliantly. I wouldn't hesitate using virtual training in the future. The student guide and pre-course instructions were great. There was no doubts about how the session would progress or what we needed to do / prepare."
    May 2020
  • "Neil's level of engagement was excellent, and the nature of a webex presentation made me feel that he was talking directly to me, rather than spreading the attention around. I think this helped me focus and stay engaged more than in a traditional training setting.I also found people stuck to breaks more consistently - there was no drifting back in to the training after lunch or short breaks. I was dreading the idea of being on camera for the full training session and it was absolutely not a big deal."
    May 2020
  • "It was a lot better than I expected and being at home was actually comfortable and good to have breaks. The presentation flowed well and everything felt relevant."
    May 2020
  • "Great. Neil is very understandable and clear."
    May 2020
  • "This course has been great and the flexibility of the ALC and Neil adapting to some technical constraints both this the session connection and requirement for the exam has been wonderful."
    May 2020
  • "Zoom experience was good. No connection issues and quality of audio and video were good. Was able to comment and talk to Neil at any time, very accessible as a platform.The use of Zoom Breakout Rooms was a good way to talk and consolidate info, I would be happy to do that more if possible. Lecture slides were good, Neil had a good pace where he explained and went through content, providing very good notes from his experience that couldn't be found within the textbook or notes.The interactive quiz elements were done well and Neil found good ways to test our knowledge without always just reading textbook questions back, but checking if we can apply knowledge. Lecture slides were good, Neil had a good pace where he explained and went through content, providing very good notes from his experience that couldn't be found within the textbook or notes.The interactive quiz elements were done well and Neil found good ways to test our knowledge without always just reading textbook questions back, but checking if we can apply knowledge."
    May 2020
  • "It is better than expected and the experience with the breakout rooms was also pretty good. Really good guidance on where to concentrate the effort for the exams."
    Project Manager, May 2020
  • "Hi Neil, Thank you for the excellent ITIL 4 foundation training program we had last week and valuable insight given about the ITIL processes and practices. Today I managed to pass the ITIL 4 Foundation exam with 93% passing score. It would be impossible without your training session and your teaching skills. Thanks again"
    May 2020
  • "Neil managed content sharing and groups very well"
    May 2020
  • "Neil?s running commentary kept the course interesting"
    Brisbane March 2020
  • "Neil was an awesome trainer with heaps of practical experiences. Thanks heaps Neil, I learnt a lot."
    Brisbane March 2020
  • "The training was good. The communication skills of the trainer were excellent."
    Brisbane March 2020
  • "Good course. It was enjoyable. Low pressure."
    Brisbane March 2020
  • "Neil kept the course very enjoyable and lively. We were never bored. Great real-world examples."
    Brisbane March 2020
  • "Neil is a very personable and knowledgeable trainer. I found this course excellent due to those aspects."
    Brisbane March 2020
  • "I enjoyed the course, I struggled with some of the terminology, but Neil kept the material relevant and interesting."
    Brisbane March 2020
  • "The course and the trainer did a good job in explaining the new concepts which I found confusing at first. I was able to understand by the end of the course."
    Manager SOI Problem Management, Sydney February 2020
  • "Neil was able to ease some of the pre-exam nervousness."
    Senior Operations Integrity Manager, Sydney February 2020
  • "Facilitator was experienced and provided useful examples with humour. Neil got through dry material well and prepared us well for the exam."
    Agile Coach, Sydney February 2020
  • "Was an enjoyable experience and a good learning environment."
    Team Lead Incident Service Request Management, Sydney February 2020
  • "Neil was great at delivering the material and providing real world examples."
    EM Enterprise Service Management, Sydney February 2020
  • "Neil did a great job. He was engaging and answered all questions."
    ESM Service Delivery Analyst, Sydney February 2020
  • "Neil clearly and demonstrably knew his subject matter impeccably. He was well prepared and could talk to the theory whilst addressing all challenges well."
    EM Delivery Performance Resilience, Sydney February 2020
  • "Karen made an otherwise tedious course engaging and easy to retain her tutelage has been the highlight of the course for me."
    Information Systems Support Officer, Melbourne February 2020
  • "Thanks Neil for an excellent delivery of course material. I have found the take home information to be very user friendly and valuable guide to use in the future."
    Service Delivery Lead, Sydney February 2020
  • "Neil was great. Really appreciated the real-life examples he provided. He was also approachable and clear when explaining and instructing."
    Service Delivery Analyst, Sydney February 2020
  • "Karen was great a helping me understand ITIL"
    ICT Support Engineer, Melbourne February 2020
  • "Good course overall, trainer very knowledgeable."
    Project Manager, Canberra February 2020
  • "The course has been very enjoyable. Neil has been a very encouraging and supportive facilitator and the venue was very comfortable."
    Operations officer, Canberra February 2020
  • "Karen is a good trainer. She has a good knowledge on the topics which she taught us. Karen is always available when someone needed any kind of support or help on any of the topics."
    Project Officer - Tier 3, Melbourne February 2020
  • "Course is very well structured and articulated. It is easy to understand. Very well presented as well."
    Technical Specialist - Operations Support, Melbourne February 2020
  • "Karen is an excellent trainer. Very knowledgeable."
    Technical Specialist - Operations Support, Melbourne February 2020
  • "Course was very well presented by the trainer and all participants were engaged comfortably into any discussion."
    Network Problem Management Specialist, Melbourne February 2020
  • "It was fantastic - Neil handles the awkward silence so well. Love that he also had a view of him scribing things."
    Manager, Education Technologies, February 2020
  • "Zoom is good tool for this activity. Happy with overall outcome. It was a good learning experience, thanks to trainer and ALC for organizing this course."
    Solution Architect, February 2020
  • "Neil was a great trainer and kept the course interesting."
    Melbourne January 2020
  • "Thanks Neil for a great course. A great wealth of knowledge and great trainer."
    Business Support Manager, Melbourne January 2020
  • "Always a good experience with ALC, both pre-course administration and instructor quality."
    Stakeholder Manager, Canberra January 2020
  • "Neil is a knowledge presenter who engages well with the material and the students."
    Canberra January 2020
  • "Neil is a fantastic trainer. I enjoyed the training with him. Neil conducted the training with his enormous knowledge and experience, making the class extremely enjoyable. Thanks Neil!"
    Canberra January 2020
  • "Very good delivery, it was clear with many examples to easily digest the course content. Thanks a lot."
    Senior Consultant, Canberra January 2020
  • "Neil engaged with us all, walked us through the material & answered questions we had. I would take another course with ALC again because of Neil."
    Canberra January 2020
  • "Very engaging and informative. Content was conveyed in a good manner, using simple language. Easy to understand."
    Canberra January 2020
  • "Neil was fantastic. He made the course enjoyable, gave good examples, provided plenty of opportunity to ask questions and prepare us well for the exam. Thank you Neil."
    Canberra January 2020
  • "Very engaging, Good examples and kept class engaged."
    Canberra January 2020
  • "Neil has been an amazing trainer. He engages the class; has been very helpful in the learning experience. Overall, definitely would recommend to co-workers and friends."
    Canberra January 2020
  • "instructor made learning more enjoyable. Instructor is very good at explaining any information that is not in the book."
    Canberra January 2020
  • "Excellent trainer, really clear in explaining the topics and very friendly."
    Canberra January 2020
  • "Neil is a very engaging teacher."
    Canberra January 2020
  • "Informative and valuable content. Facilitator has in-depth knowledge and exclusive experience in ITSM"
    Canberra January 2020
  • "Delighted with all aspects of the course. Have found the course material and our instructor Neil Broadhead excellent. His friendly ways of teaching with analogies really made the course worth taking."
    Sr Network Engineer, Sydney September 2019
  • "Neil wsw engaging and kept the 'dryer' content entertaining. The course was well laid out and explored."
    IT Support Officer, Canberra August 2019
  • "Course was well paced. Neil is a personable trainer who engaged with everyone and knew what he was talking about. It was a good two days of learning. Thanks Neil"
    Release Manager, Canberra August 2019
  • "Great course!! Highly useful for understanding ITIL concepts. I will be interested in undertaking the other ITIL courses."
    ICT Admin/Support Officer, Canberra August 2019
  • "Neil was very supportive, fun but most of all had great energy with a great approach to teaching. Very informed with great patience."
    Melbourne August 2019
  • "LOVED Neil. He brought a positive and engaging attitude to the course and made it very easy to stay focussed and understand the content"
    Melbourne August 2019
  • "Significantly enjoyed the course and content. Trainer was approachable, adaptable and well informed"
    Melbourne August 2019
  • "Neil delivered the course material in a clear and concise manner."
    Melbourne August 2019
  • "Great instructor with great knowledge and a really great teaching style"
    Melbourne August 2019
  • "Such a great insightful course - from someone who hasn't had anything to do with ITIL before!"
    Receptionist, Canberra July 2019
  • "The trainer ''makes'' the coruse experience and Neil was excellent and his stories insightful!"
    Canberra July 2019
  • "Karen delivered a very consice and interesting course. Excellent trainer"
    Service Desk Team Leader, Sydney July 2019
  • "Honestly this coruse took me by surprise, I have done ITIL v3 before however this one with Karen was geared to me and my level. I definitely support this ALC Course"
    ICT Application & Customer Supp Officer, Sydney July 2019
  • "Neil was lovely and had a lot of patience explaining things to the group"
    SIT Principal Consultant, Canberra July 2019
  • "Very well planned and delivered by Karen. I will definitely look forward to more training from ALC in future."
    ICT Application & Customer Supp Officer, Sydney July 2019
  • "Neil is very engaging - great experience overall."
    Sydney July 2019
  • "Neil is an exemplary trainer. Very knowledgeable in ITIL practices"
    Sydney July 2019
  • "Very well organised and trainer has very good expertise of real time scenarios which were helpful in explaining concepts."
    Mine Planning Specialist, Perth July 2019
  • "David is an absolutely fantastic trainer with a great teaching style and sense of humour - had an absolute blast!"
    Supervisor - Mine Planning, Service & Support, Perth July 2019
  • "Enjoyable experience from initial booking through to course completion. David made sure very dry material came to life!"
    Technical Account Manager, Perth July 2019
  • "Neil was very informative and enthusiastic. He made the subjects informative & relative. For a course with dry periods he maintained our attention!"
    SR ICT Support Officer, Sydney July 2019
  • "Neil was engaging and helpful."
    SR ICT Support Officer, Sydney July 2019
  • "Neil is very patient and well explained."
    IW ICT Support Officer, Sydney July 2019
  • "Neil was an excellent trainer, very clear, very knowledgeable."
    ER ICT School Officer, Sydney July 2019
  • "Neil keeps us motivated and engaged!"
    SR ICT Support Officer, Sydney July 2019
  • "Thank you Neil. You managed to make this course enjoyable! ''I have never been interested in ITIL but here to see what it's about and try to learn something new''? - Those were my words before we started. However, now I may say that it was a very intuitive class. I learned a lot and I am interested in ITIL! Thank you for your time, support and patience."
    ER ICT School Officer, Sydney July 2019
  • "Neil is brilliant! Made the course interesting and engaging"
    Assistant Director, Melbourne May 2019
  • "Overall, it was very well structured & delivered with lots of examples & opportunities for discussion and clarification"
    ICT Systems Administrator, Melbourne May 2019
  • "Thank-you Neil for your invaluable knowledge of the industry and your real life exampled for everything we learnt! You are great!"
    ITIL Process Lead, Melbourne May 2019
  • "Very happy with course and information, very aligned with our business. Practical experience of presenter is very evident and made him a more credible source of information"
    Canberra May 2019
  • "Neil is a great teacher, makes you interested in the topics, very experienced and knowledgable"
    Sydney May 2019
  • "Neil is a personable and knowledgable trainer - enjoyed it"
    Sydney May 2019
  • "Neil is a great teacher, makes you interested in the topics, very experienced and knowledgable"
    Sydney May 2019
  • "Thanks to Neil for the great training session. Enjoyed real life examples and personal experiences."
    N/A, Melbourne April 2019
  • "Very good course and well led"
    National Service Delivery Manager, Canberra March 2019
  • "It has been a very good experience"
    ICT Support Officer, Canberra March 2019
  • "Neil is engaging, interesting and gives great examples that helps dig in what he is teaching 10/10 instructor."
    ICT Support Officer, Canberra March 2019

course-prices-imgGreat Price

doller-img1,300+ GST

2 day course

Book Now  Make an Enquiry

Next Available Dates

What our clients say

  • "The quality of the materials was excellent."
    | | November 2020
  • "Fun and interactive"
    Senior Administrator | | October 2020
  • "A very pleasant experience - loved the utilisation of Kahoot for quiz materials! Thank you for the opportunity to attend this course with Neil as the trainer. He did an excellent job covering the topics and material in a very timely fashion. Being able to complete a sample exam as homework was also a great way to gauge content retention. Overall, a wonderful experience. Thank you to the entire team."
    Workspace Technology Architect | | October 2020
  • "Break room was good touch to the training. The interactive quizzes was nice."
    | | October 2020
  • "Kahoot! made the training much more engaging"
    | | October 2020
  • "the addition of Kahoot is fantastic for interactive quiz taking"
    Release and Operational Change Manager | | October 2020
  • "I've attended a lot of courses, over the years, and this was definitely one of the better ones. The material was well presented, clear and appropriate. Neil is an excellent trainer. I really enjoyed this training and I would certainly recommend ALC to others."
    Release Manager | | October 2020
  • "There weren't any technical issues with the course, with excellent prep by ALC and the trainer. Great course coordinator, with a wealth of experience and used functional analogies to explain commonly experienced issues."
    IT Specialist | | October 2020
  • "Easy to set up and use on my personal device. No dropouts experienced or generally any problems. I think this course is well set up for Live Virtual Training.Kim was fantastic, a wealth of knowledge with a relaxed presence. She was very com. I thought that the content was well paced - there was enough time for us to explore bits in more detail without ever feeling rushed. Again, kudos to Kim for expertly setting the pace through the content.fortable with the course material and confident when answering our questions"
    Acting EXEC1 - Delivery & Training Mngr | | October 2020
  • "Pretty good and exciting online course,"
    Senior Analyst Programmer | | October 2020
  • "Way better than learning onsite."
    EUS Engineer | | September 2020
  • "Neil was fantastic! He provided great instruction and followed everything up with a real world example. In addition he always made sure that we had the opportunity to clarify after each thing he said. Huge thank you Neil!"
    Chief Information Officer | | September 2020
  • "The practice exams and mini quizzes that Neil gave during the course did boost my confidence in taking the exam sooner that I planned. Overall, great training and trainer."
    | | September 2020
  • "Neil was a great trainer who was able to keep me engaged for a good chunk of the course. The use of online quizzes helped ensure all participated."
    Senior Business Analyst | | September 2020
  • "Neil was lovely and patient and I have to acknowledge it was challenging to deliver the course content in a virtual format."
    | | August 2020
  • "Neil did well to maintain engagement throughout the coursework and provided us with opportunities to ask questions regularly."
    Senior Manager, Technology Risk | | August 2020
  • "Neil did a great job in handling the virtual delivery, including the technical issues."
    Senior Manager, Technology Risk | | August 2020
  • "I was able to concentrate more during the virtual training"
    Helpdesk Analyst | | August 2020
  • "The training was well structured and appropriately paced. Neil's non-technical examples helped to aid my understanding. I particularly enjoyed the car breakdown/get the user back on the road analogy to illustrate the incident management practice and 'U is not for Use' as a way of remembering the difference between utility and warranty. His emphasis on keywords within purpose statements provide good cognitive shortcuts to help participants prepare for exams. I really appreciated the inclusion of the Kahoots quiz in the training as a revision tool and to enhance participation in a fun and interactive way. I found the virtual delivery to be just as effective as a classrooom session. I asked the team whether they found the training worthwhile. Most of my staff said that it has given greater context to our work and function within the Department, and enhance their understanding of some of our internal processes within. That's the outcome I was hoping for, so I'm very pleased with the training. Many thanks to Neil for his excellent facilitation."
    Asst Director - Online & Service Centre | | August 2020
  • "Ran smoothly. For its purpose to prepare for the exam, I thought the content and support provided was excellent."
    Analyst | | July 2020
  • "Enjoyed course, the trainer well experienced"
    | | July 2020
  • "Thank you very much for your support when first setting up the session :). It worked really well for me. Thank you so much for sharing your in-depth knowledge of ITIL and providing insights to our questions."
    Change & Configuration Analyst | | July 2020
  • "The student guide was also very good. Not too long, not too short with the right amount of detail. Despite some initial technical difficulties, I thoroughly enjoyed the course. I felt like I learned a lot even though I have spent many years working for organisations that profess to follow ITIL methodologies. I found DLJ to be a really interesting person who is able to present a relatively boring topic with a perfect mix of enthusiasm, real word experience and cynicism. Since completing the course I have also passed the exam with a score of 35/40."
    Roadside Network Designer, Technology | | June 2020
  • "Neil is a excellent trainer with extensive knowledge, course material is very well written. Pre-course instruction customised to our organisation is really helpful. Jess is a great host setting ppl up and helping with any technical issues."
    | | June 2020
  • "Was nice to have overseas based participants as they can bring a different perspective to the discussions. I like that the instructor added extra with real life stories to try and make some of the material more relevant."
    Transition to Support Coordinator | | June 2020
  • "Really easy to follow and good technology with the breakout rooms. I think it was run very well, very engaging especially considering it was online/ virtual Neil was great - really clear and explained things in the perfect level of detail to be able to understand and learn the material. Thanks Neil - really enjoyed the course."
    People and Culture Process Analyst | | June 2020
  • "The ALC arrangement is good to have support staff alongside assisting the course, the students and the trainer. Well arranged and managed - there was follow up call from ALC staff to provide verbal explanations and ensure all course materials have been delivered."
    | | June 2020
  • "The use of breakout rooms worked really well. We held the 2 day course over 3 half days which worked really well for our organisation and for attendee's having to sit in front of a computer for extended periods."
    | | May 2020
  • "The Zoom experience was excellent. The break out rooms worked brilliantly. I was skeptical about virtual training versus face to face in a classroom but the last three days progressed brilliantly. I wouldn't hesitate using virtual training in the future. The student guide and pre-course instructions were great. There was no doubts about how the session would progress or what we needed to do / prepare."
    | | May 2020
  • "Neil's level of engagement was excellent, and the nature of a webex presentation made me feel that he was talking directly to me, rather than spreading the attention around. I think this helped me focus and stay engaged more than in a traditional training setting.I also found people stuck to breaks more consistently - there was no drifting back in to the training after lunch or short breaks. I was dreading the idea of being on camera for the full training session and it was absolutely not a big deal."
    | | May 2020
  • "It was a lot better than I expected and being at home was actually comfortable and good to have breaks. The presentation flowed well and everything felt relevant."
    | | May 2020
  • "Great. Neil is very understandable and clear."
    | | May 2020
  • "This course has been great and the flexibility of the ALC and Neil adapting to some technical constraints both this the session connection and requirement for the exam has been wonderful."
    | | May 2020
  • "Zoom experience was good. No connection issues and quality of audio and video were good. Was able to comment and talk to Neil at any time, very accessible as a platform.The use of Zoom Breakout Rooms was a good way to talk and consolidate info, I would be happy to do that more if possible. Lecture slides were good, Neil had a good pace where he explained and went through content, providing very good notes from his experience that couldn't be found within the textbook or notes.The interactive quiz elements were done well and Neil found good ways to test our knowledge without always just reading textbook questions back, but checking if we can apply knowledge. Lecture slides were good, Neil had a good pace where he explained and went through content, providing very good notes from his experience that couldn't be found within the textbook or notes.The interactive quiz elements were done well and Neil found good ways to test our knowledge without always just reading textbook questions back, but checking if we can apply knowledge."
    | | May 2020
  • "It is better than expected and the experience with the breakout rooms was also pretty good. Really good guidance on where to concentrate the effort for the exams."
    Project Manager | | May 2020
  • "Hi Neil, Thank you for the excellent ITIL 4 foundation training program we had last week and valuable insight given about the ITIL processes and practices. Today I managed to pass the ITIL 4 Foundation exam with 93% passing score. It would be impossible without your training session and your teaching skills. Thanks again"
    | | May 2020
  • "Neil managed content sharing and groups very well"
    | | May 2020
  • "Neil?s running commentary kept the course interesting"
    | | Brisbane March 2020
  • "Neil was an awesome trainer with heaps of practical experiences. Thanks heaps Neil, I learnt a lot."
    | | Brisbane March 2020
  • "The training was good. The communication skills of the trainer were excellent."
    | | Brisbane March 2020
  • "Good course. It was enjoyable. Low pressure."
    | | Brisbane March 2020
  • "Neil kept the course very enjoyable and lively. We were never bored. Great real-world examples."
    | | Brisbane March 2020
  • "Neil is a very personable and knowledgeable trainer. I found this course excellent due to those aspects."
    | | Brisbane March 2020
  • "I enjoyed the course, I struggled with some of the terminology, but Neil kept the material relevant and interesting."
    | | Brisbane March 2020
  • "The course and the trainer did a good job in explaining the new concepts which I found confusing at first. I was able to understand by the end of the course."
    Manager SOI Problem Management | | Sydney February 2020
  • "Neil was able to ease some of the pre-exam nervousness."
    Senior Operations Integrity Manager | | Sydney February 2020
  • "Facilitator was experienced and provided useful examples with humour. Neil got through dry material well and prepared us well for the exam."
    Agile Coach | | Sydney February 2020
  • "Was an enjoyable experience and a good learning environment."
    Team Lead Incident Service Request Management | | Sydney February 2020
  • "Neil was great at delivering the material and providing real world examples."
    EM Enterprise Service Management | | Sydney February 2020
  • "Neil did a great job. He was engaging and answered all questions."
    ESM Service Delivery Analyst | | Sydney February 2020
  • "Neil clearly and demonstrably knew his subject matter impeccably. He was well prepared and could talk to the theory whilst addressing all challenges well."
    EM Delivery Performance Resilience | | Sydney February 2020
  • "Karen made an otherwise tedious course engaging and easy to retain her tutelage has been the highlight of the course for me."
    Information Systems Support Officer | | Melbourne February 2020
  • "Thanks Neil for an excellent delivery of course material. I have found the take home information to be very user friendly and valuable guide to use in the future."
    Service Delivery Lead | | Sydney February 2020
  • "Neil was great. Really appreciated the real-life examples he provided. He was also approachable and clear when explaining and instructing."
    Service Delivery Analyst | | Sydney February 2020
  • "Karen was great a helping me understand ITIL"
    ICT Support Engineer | | Melbourne February 2020
  • "Good course overall, trainer very knowledgeable."
    Project Manager | | Canberra February 2020
  • "The course has been very enjoyable. Neil has been a very encouraging and supportive facilitator and the venue was very comfortable."
    Operations officer | | Canberra February 2020
  • "Karen is a good trainer. She has a good knowledge on the topics which she taught us. Karen is always available when someone needed any kind of support or help on any of the topics."
    Project Officer - Tier 3 | | Melbourne February 2020
  • "Course is very well structured and articulated. It is easy to understand. Very well presented as well."
    Technical Specialist - Operations Support | | Melbourne February 2020
  • "Karen is an excellent trainer. Very knowledgeable."
    Technical Specialist - Operations Support | | Melbourne February 2020
  • "Course was very well presented by the trainer and all participants were engaged comfortably into any discussion."
    Network Problem Management Specialist | | Melbourne February 2020
  • "It was fantastic - Neil handles the awkward silence so well. Love that he also had a view of him scribing things."
    Manager, Education Technologies | | February 2020
  • "Zoom is good tool for this activity. Happy with overall outcome. It was a good learning experience, thanks to trainer and ALC for organizing this course."
    Solution Architect | | February 2020
  • "Neil was a great trainer and kept the course interesting."
    | | Melbourne January 2020
  • "Thanks Neil for a great course. A great wealth of knowledge and great trainer."
    Business Support Manager | | Melbourne January 2020
  • "Always a good experience with ALC, both pre-course administration and instructor quality."
    Stakeholder Manager | | Canberra January 2020
  • "Neil is a knowledge presenter who engages well with the material and the students."
    | | Canberra January 2020
  • "Neil is a fantastic trainer. I enjoyed the training with him. Neil conducted the training with his enormous knowledge and experience, making the class extremely enjoyable. Thanks Neil!"
    | | Canberra January 2020
  • "Very good delivery, it was clear with many examples to easily digest the course content. Thanks a lot."
    Senior Consultant | | Canberra January 2020
  • "Neil engaged with us all, walked us through the material & answered questions we had. I would take another course with ALC again because of Neil."
    | | Canberra January 2020
  • "Very engaging and informative. Content was conveyed in a good manner, using simple language. Easy to understand."
    | | Canberra January 2020
  • "Neil was fantastic. He made the course enjoyable, gave good examples, provided plenty of opportunity to ask questions and prepare us well for the exam. Thank you Neil."
    | | Canberra January 2020
  • "Very engaging, Good examples and kept class engaged."
    | | Canberra January 2020
  • "Neil has been an amazing trainer. He engages the class; has been very helpful in the learning experience. Overall, definitely would recommend to co-workers and friends."
    | | Canberra January 2020
  • "instructor made learning more enjoyable. Instructor is very good at explaining any information that is not in the book."
    | | Canberra January 2020
  • "Excellent trainer, really clear in explaining the topics and very friendly."
    | | Canberra January 2020
  • "Neil is a very engaging teacher."
    | | Canberra January 2020
  • "Informative and valuable content. Facilitator has in-depth knowledge and exclusive experience in ITSM"
    | | Canberra January 2020
  • "Delighted with all aspects of the course. Have found the course material and our instructor Neil Broadhead excellent. His friendly ways of teaching with analogies really made the course worth taking."
    Sr Network Engineer | | Sydney September 2019
  • "Neil wsw engaging and kept the 'dryer' content entertaining. The course was well laid out and explored."
    IT Support Officer | | Canberra August 2019
  • "Course was well paced. Neil is a personable trainer who engaged with everyone and knew what he was talking about. It was a good two days of learning. Thanks Neil"
    Release Manager | | Canberra August 2019
  • "Great course!! Highly useful for understanding ITIL concepts. I will be interested in undertaking the other ITIL courses."
    ICT Admin/Support Officer | | Canberra August 2019
  • "Neil was very supportive, fun but most of all had great energy with a great approach to teaching. Very informed with great patience."
    | | Melbourne August 2019
  • "LOVED Neil. He brought a positive and engaging attitude to the course and made it very easy to stay focussed and understand the content"
    | | Melbourne August 2019
  • "Significantly enjoyed the course and content. Trainer was approachable, adaptable and well informed"
    | | Melbourne August 2019
  • "Neil delivered the course material in a clear and concise manner."
    | | Melbourne August 2019
  • "Great instructor with great knowledge and a really great teaching style"
    | | Melbourne August 2019
  • "Such a great insightful course - from someone who hasn't had anything to do with ITIL before!"
    Receptionist | | Canberra July 2019
  • "The trainer ''makes'' the coruse experience and Neil was excellent and his stories insightful!"
    | | Canberra July 2019
  • "Karen delivered a very consice and interesting course. Excellent trainer"
    Service Desk Team Leader | | Sydney July 2019
  • "Honestly this coruse took me by surprise, I have done ITIL v3 before however this one with Karen was geared to me and my level. I definitely support this ALC Course"
    ICT Application & Customer Supp Officer | | Sydney July 2019
  • "Neil was lovely and had a lot of patience explaining things to the group"
    SIT Principal Consultant | | Canberra July 2019
  • "Very well planned and delivered by Karen. I will definitely look forward to more training from ALC in future."
    ICT Application & Customer Supp Officer | | Sydney July 2019
  • "Neil is very engaging - great experience overall."
    | | Sydney July 2019
  • "Neil is an exemplary trainer. Very knowledgeable in ITIL practices"
    | | Sydney July 2019
  • "Very well organised and trainer has very good expertise of real time scenarios which were helpful in explaining concepts."
    Mine Planning Specialist | | Perth July 2019
  • "David is an absolutely fantastic trainer with a great teaching style and sense of humour - had an absolute blast!"
    Supervisor - Mine Planning, Service & Support | | Perth July 2019
  • "Enjoyable experience from initial booking through to course completion. David made sure very dry material came to life!"
    Technical Account Manager | | Perth July 2019
  • "Neil was very informative and enthusiastic. He made the subjects informative & relative. For a course with dry periods he maintained our attention!"
    SR ICT Support Officer | | Sydney July 2019
  • "Neil was engaging and helpful."
    SR ICT Support Officer | | Sydney July 2019
  • "Neil is very patient and well explained."
    IW ICT Support Officer | | Sydney July 2019
  • "Neil was an excellent trainer, very clear, very knowledgeable."
    ER ICT School Officer | | Sydney July 2019
  • "Neil keeps us motivated and engaged!"
    SR ICT Support Officer | | Sydney July 2019
  • "Thank you Neil. You managed to make this course enjoyable! ''I have never been interested in ITIL but here to see what it's about and try to learn something new''? - Those were my words before we started. However, now I may say that it was a very intuitive class. I learned a lot and I am interested in ITIL! Thank you for your time, support and patience."
    ER ICT School Officer | | Sydney July 2019
  • "Neil is brilliant! Made the course interesting and engaging"
    Assistant Director | | Melbourne May 2019
  • "Overall, it was very well structured & delivered with lots of examples & opportunities for discussion and clarification"
    ICT Systems Administrator | | Melbourne May 2019
  • "Thank-you Neil for your invaluable knowledge of the industry and your real life exampled for everything we learnt! You are great!"
    ITIL Process Lead | | Melbourne May 2019
  • "Very happy with course and information, very aligned with our business. Practical experience of presenter is very evident and made him a more credible source of information"
    | | Canberra May 2019
  • "Neil is a great teacher, makes you interested in the topics, very experienced and knowledgable"
    | | Sydney May 2019
  • "Neil is a personable and knowledgable trainer - enjoyed it"
    | | Sydney May 2019
  • "Neil is a great teacher, makes you interested in the topics, very experienced and knowledgable"
    | | Sydney May 2019
  • "Thanks to Neil for the great training session. Enjoyed real life examples and personal experiences."
    N/A | | Melbourne April 2019
  • "Very good course and well led"
    National Service Delivery Manager | | Canberra March 2019
  • "It has been a very good experience"
    ICT Support Officer | | Canberra March 2019
  • "Neil is engaging, interesting and gives great examples that helps dig in what he is teaching 10/10 instructor."
    ICT Support Officer | | Canberra March 2019

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