Duration 3 Days – 21 hrs.
Overview
The ITIL® v5 Foundation Training Course provides participants with a comprehensive introduction to modern IT Service Management (ITSM) practices based on the latest ITIL framework evolution.
This course focuses on how organizations can co-create value through IT-enabled services, integrating Agile, DevOps, Lean, and AI-driven service management into a unified operating model. Participants will gain a clear understanding of the ITIL Service Value System (SVS), service value chain, guiding principles, and key practices that support effective service delivery and continuous improvement.
Designed to align with ITIL v5 Foundation certification requirements, the training equips participants with both conceptual knowledge and practical insights to improve IT service quality, optimize processes, and enhance customer experience.
Objectives
- Understand the key concepts of IT Service Management (ITSM)
- Describe the ITIL Service Value System (SVS) and its components
- Explain the ITIL guiding principles and how to apply them
- Understand the service value chain and value streams
- Identify and describe key ITIL practices (e.g., Incident, Problem, Change Enablement, Service Desk)
- Apply continuous improvement concepts in service management
- Understand the integration of Agile, DevOps, and Lean with ITIL
- Prepare effectively for the ITIL v5 Foundation certification exam
Target Audience
- IT Service Management Professionals
- Service Desk and Support Teams
- IT Operations and Infrastructure Teams
- IT Managers and Team Leaders
- Project Managers and Business Analysts
- DevOps and Agile Practitioners
- Anyone involved in IT service delivery and support
Prerequisites
- No formal prerequisites required
- Basic understanding of IT services and business processes is beneficial
- Experience in IT support, operations, or service delivery is an advantage
Course Outline
Module 1: Introduction to ITIL v5 and IT Service Management
- Evolution of ITIL (from v3 to v4 to v5 concepts)
- Definition of IT Service Management (ITSM)
- Value co-creation and stakeholders
- Service relationships and service offerings
Module 2: The ITIL Service Value System (SVS)
- Overview of the Service Value System
- Components of the SVS
- Guiding Principles
- Governance
- Service Value Chain
- Practices
- Continual Improvement
- How SVS enables value creation
Module 3: ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Applying guiding principles in real scenarios
Module 4: The Service Value Chain
- Overview of the service value chain
- Key activities:
- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build
- Deliver & Support
- Mapping value streams
Module 5: ITIL Practices (Core Practices Overview)
- Service Management Practices
- Incident Management
- Problem Management
- Change Enablement
- Service Request Management
- Service Desk
- General Management Practices
- Continual Improvement
- Information Security Management
- Supplier Management
- Technical Management Practices
- Deployment Management
- Infrastructure and Platform Management
- Software Development and Management
Module 6: Continual Improvement
- Continual Improvement Model
- Identifying improvement opportunities
- Metrics and KPIs
- Building a culture of continuous improvement
Module 7: Integrating ITIL with Modern Practices
- ITIL and Agile
- ITIL and DevOps
- ITIL and Lean
- Automation and AI in ITSM
- Digital transformation and ITIL
Module 8: Key Concepts of Value, Outcomes, Costs, and Risks
- Value vs outcomes vs outputs
- Managing costs and risks in IT services
- Service level agreements (SLAs) and experience level agreements (XLAs)
Module 9: ITIL v5 Foundation Exam Preparation
- Overview of exam format and domains
- Sample questions and mock exams
- Exam techniques and tips
- Final assessment and readiness check
