Course Outline
- Essential ITIL Terminology 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
- Internal and External factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Purpose and Scope of 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
- Core concepts of value stream mapping and management
- Applications of value streams
- Purpose of value stream mapping and management
- ITIL and AI
- Introduction to Artificial Intelligence
- 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. The course is well-suited for both newcomers and professionals seeking to structure their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Individuals beginning their path in ITIL or service management
- IT professionals, service desk personnel, and support engineers
- Managers and team leaders overseeing digital products or services
- Business stakeholders collaborating closely with IT or digital service providers
Certification
This training prepares learners for the official ITIL® 5 Foundation certification exam, which is included in the course package. This globally recognized credential serves as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination Process
Participants will be provided with an exam voucher valid for 12 months, offering flexibility in selecting a suitable exam date.
Following the training, each participant will receive an email containing detailed instructions for exam registration. The exam schedule is arranged directly with PeopleCert via the participant's personal account.
The assessment is conducted online under remote proctoring. A certified PeopleCert proctor will connect to the participant's device and monitor the session via webcam to maintain exam integrity. Prior to starting, participants must display their surroundings through the camera to verify that no prohibited materials or additional individuals are present.
Exam Details
- Duration: 60 minutes
- Format: Multiple-choice test (40 questions)
- Passing threshold: 65% (minimum 26 correct answers)
- Conditions: 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
