The trainer was very knowledgeable and gave good examples when explaining different theories. The one thing that I didn't like was the sales pitch at the end of the final session before the exam. I know he was asked a question, but the question shouldn't have led directly into selling the next steps up for ITIL and 20 minutes going over what you'll learn if you take the next course. I was trying to concentrate on remembering the last parts of the course that we had just covered and didn't want to fill my head with different facts, which was demonstrated by the results dropping off dramatically for the final part of the course. But otherwise, it was very good and very well presented.