Course Outline
- Essential ITIL terms and definitions
- Product and service management
- Experience, Strategy, and Transformation
- Service offerings
- Value co-creation
- Service relationships
- The Four Dimensions of ITIL 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
- The ITIL Guiding Principles
- Governance
- Value chain
- Management practices
- The ITIL Continual Improvement Model
- Identifying, mapping, and managing value streams
- Key concepts of 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
No prior preparation or specific prerequisites are necessary for this training. It is ideal for both newcomers and those seeking to structure their existing knowledge of IT service management.
Who should attend
This course is tailored for:
- Professionals beginning their journey in ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders involved with digital products or services
- Business representatives collaborating closely with IT or digital service providers
Certification
The training readies participants for the official ITIL® 5 Foundation certification exam, which is included in the course. This globally recognized certification serves as a gateway to further ITIL qualifications and career advancement in IT service management.
Examination process
Participants will be provided with an exam voucher valid for six months, offering flexibility in selecting a convenient exam date.
Following the completion of the training, each attendee will receive an email containing detailed instructions for exam registration. The exam date is scheduled directly with PeopleCert through the participant’s individual account.
The exam is administered online under remote proctoring. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to guarantee exam integrity. Prior to commencement, participants must use the camera to display their surroundings, confirming that no unauthorized materials or other individuals are present in the room.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (at least 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
