Course Outline
- Core ITIL Terms and Definitions
- Product and Service Management
- Experience, Strategy, and Transformation
- Service Offerings
- Value Co-creation
- Service Relationships
- The ITIL Four Dimensions of Product and Service Management
- Overview of the ITIL Four Dimensions of Product and Service Management
- Internal and External Factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Purpose and Scope of ITIL Product and Service Lifecycle Activities
- The ITIL Value System
- Components of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value Chain
- Management Practices
- The ITIL Continual Improvement Model
- Value Stream Identification, Mapping, and Management
- Key Concepts in Value Stream Mapping and Management
- Applications of Value Streams
- Purpose of Value Stream Mapping and Management
- ITIL and AI
- Introduction to AI
- ITIL AI Governance
- ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
This training requires no prior preparation or specific prerequisites. It is tailored for both newcomers and those seeking to systematize their existing knowledge of IT service management.
Target Audience
This course is ideal for:
- Professionals beginning their exploration of ITIL or service management.
- IT specialists, service desk teams, and support engineers.
- Managers and team leaders engaged in digital products or services.
- Business representatives collaborating closely with IT or digital service providers.
Certification
The training prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course. This globally recognized certification serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination Process
Participants will receive an exam voucher valid for six months, offering flexibility in scheduling a convenient exam date.
Following the training, each attendee will receive an email containing step-by-step instructions for exam registration. The exam date is booked directly with PeopleCert via the participant’s individual account.
The exam is administered online under remote supervision. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to guarantee exam integrity. Prior to the exam, participants must use the camera to display their surroundings, ensuring that no unauthorized materials or individuals are present.
Exam Details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing Score: 65% (minimum of 26 correct answers)
- Materials: Closed-book exam (no reference materials permitted)
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
I am working mainly base on ITIL, I joined to learn and understand more what I am doing
