ITIL® 5 Foundation
About Course
OVERVIEW
ITIL® Certification (Version 5) introduces the core concepts of modern digital product and service management. It explains how organisations create value through service offerings, service relationships, and value co-creation, while applying structured lifecycle activities and governance principles.
This instructor-led training builds a clear understanding of the ITIL Value System, the Four Dimensions of Product and Service Management, value streams, and continual improvement. It also highlights the role of emerging practices such as AI governance and alignment with frameworks like DevOps and PRINCE2.
TARGET GROUP
- Individuals at the start of their journey in Service Management ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
- Existing ITIL qualification holders wishing to update their knowledge
LEARNING OUTCOME
- Understand the key concepts of digital product and service management
- Understand service relationships
- Understand the ITIL Four Dimensions of Product and Service Management
- Understand the ITIL Value System (ITIL VS)
- Understand how the ITIL Guiding Principles can help an organization adopt and adapt service
- management.
- Understand the ITIL Product and Service Lifecycle Model and the value chain activities
- Understand ITIL Management Practices
- Understand the benefits of value stream mapping and management
- Understand how AI affects ITIL, what is AI Governance, and how ITIL interacts with other Frameworks (PRINCE2® and DevOps)
DURATION : 03 Days
EXAMINATION DETAILS :
- Consist of 40 Questions
- Duration: 60 Minutes
- Passing Rate: 65%
COURSE OUTLINE
Module 1: Key concepts of digital product and service management
- Define digital product and service management and its purpose
- Define product, service, digital product, and digital service as key concepts
- Define the ITIL Product and Service Lifecycle as a core concept of digital product and service management
- Define service offerings and service interactions
- Explain how service offerings and service interactions support service consumption
- Define value, value co-creation, cost, and risk in service management
- Understand the difference between outputs and outcomes.
Module 2: Service relationships
- Explain how utility, warranty, user experience, and sustainability contribute tvalue co-creation
- Define key service relationship concepts, including service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level Agreement (SLA)
- Define basic, cooperative, and collaborative service relationships
- Understand the differences between service providers, service consumers, and digital product vendors
- Understand the differences between basic, cooperative, and collaborative service relationships.
Module 3: The ITIL Value System (ITIL VS)
- Know the components of the ITIL Value System and their role in an organization, including guiding principles, governance,
- the value chain, management practices, and continual improvement
- Explain the ITIL Value System and its purpose in enabling value co-creation through products and services.
Module 4: Governance
- Define governance and its role in directing and controlling an organization
- Explain the enabling nature of governance and the key activities through which governance supports value co-creation.
Module 5: ITIL Guiding Principles
- Explain how feedback contributes tvalue co-creation
- Explain how the ITIL Guiding Principles should be applied in different contexts
- Describe how the ITIL Guiding Principles interact tsupport effective decision-making and continual improvement.
Module 6: Value chain and ITIL management practices
- Identify the purpose of each ITIL Product and Service Lifecycle activity within the value chain
- Recall key terms and definitions related tvalue chain activities
- Explain how value chain activities are supported by management practices tenable value creation
- Understand the role of management practices within the ITIL Value System
- Explain the structure and benefits of the Official ITIL Practice Guides
Module 7: Value Streams: Mapping and Management
- Know the purpose and key concepts of value stream mapping and management
- Understand the relationship between digital value stream mapping and value stream management.
Module 8: Continual improvement
- Describe continual improvement within the ITIL Value System and its role in organizations
- Understand the steps of the ITIL Continual Improvement Model.
Module 9: The Four Dimensions of Product and Service management
- Explain the ITIL Four Dimensions of Product and Service management and their importance in a holistic approach
- Understand how AI can assist in the product and service development lifecycle
- Understand the ITIL AI Capability Model.
Module 10: ITIL and other frameworks integration
- Understand how ITIL and DevOps complement each other across the product and service lifecycle
- Recognize how ITIL practices can effectively collaborate with DevOps ways of working
- Understand why project management is important when applying ITIL practices
- Understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile tdeliver products and services effectively.