ITIL® Foundation v5 certification class is the first course in the ITIL (Version 5) certification scheme and is a prerequisite for all other ITIL courses. This course provides the key concepts of digital product and service management and establishes a common language for effective practice across organizations.

Digital technology and digital transformation have, and are, causing a fundamental shift in how organizations create value. This shift goes beyond modernizing IT to changing how products and services are designed, delivered, and continually improved. ITIL (Version 5) represents an evolution from traditional IT management to digital product and service management and unifies these approaches into a single lifecycle.

ITIL Foundation (Version 5) provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements support a focus on value, outcomes, and experience.

This 3-day certification course enables learners to understand how value is co-created through the effective management of products and services, and how organizations apply ITIL guidance to improve performance, collaboration, outcomes, and experience. It also provides learners with insights into how they can improve their work and the work of their organization with ITIL guidance.

 

 

Duration 3 days – 21 hrs

 

Objectives

• Explain the key concepts of digital product and service management.
• Describe how value is co-created with consumers and partners.
• Explain the ITIL product and service lifecycle model.
• Describe the ITIL Value System and its components.
• Explain the ITIL value chain.
• Describe the four dimensions of product and service management.
• Explain the role of ITIL management practices.
• Explain how ITIL guiding principles support decision-making and continual improvement.

 

Target Audience 

• IT service management and IT operations professionals.
• Service managers and product managers.
• Customer experience leaders.
• Internal technical teams.
• Digital delivery teams.
• Enterprise leaders and transformation teams.
• Managed service providers.
• Individuals planning to pursue advanced ITIL certifications.

 

Prerequisites 

• Familiarity with some aspects of IT management, product management, service management, or experience management is recommended.

 

 

Course Outline

 

Day 1

Module 1: Key Concepts of Digital Product and Service Management 

• Product and service management
• Service offerings
• Value co-creation
• Key ITIL Concepts & Definitions

 

Module 2: Service Relationships 

• Value co-creation
• Service relationships
• Case study & Practice Exam covering Module 1 & 2

 

 Module 3: The Four Dimensions of Product and Service Management 

• Introduction to the ITIL Four Dimensions of Product and Service Management
• Internal factors and External factors
• Introduction to AI
• ITIL AI Governance

 

Module 4: The ITIL Value System (ITIL VS) 

• Components of the ITIL Value System
• Explain the ITIL Value System (ITIL VS) and its purpose in enabling value co-creation through products and services.
• Case study
• Practice exam

 

 

Day 2

Module 5: Governance 

• Define governance and its role in directing and controlling an organization
• Explain the enabling nature and the activities of governance
• Visual Aid to showcase governance

 

Module 6: The ITIL Guiding Principles 

• Value co-creation: Explain how feedback contributes to value co-creation
• Explain the ITIL Guiding Principles
• Explain how the ITIL Guiding Principles should be applied in different contexts
• Describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.
• Case study
• Guiding Principles Activity
• Practice exam

 

Module 7: Value Chain and ITIL Management Practices 

• Introduction to ITIL Product and Service Lifecycle
• Purpose and Scope of ITIL Product and Service Lifecycle activities
• Value chain
• Management practices
• Case study
• Practice exam

 

 

Day3

Module 8: Value Streams: Mapping and Management 

• Key concepts of value stream mapping and management
• Application of value streams
• Purpose of value stream mapping and management
• Understand the relationship between digital value stream mapping and value stream management.

 

Module 9: Continual improvement 

• The ITIL Continual Improvement Model
• Understand the steps of the ITIL Continual Improvement Model
• Describe continual improvement within the ITIL Value System and its role in the organization
• Group Activity
• Practice Exam

 

Module 10: ITIL and other frameworks integration 

• ITIL and DevOps
• ITIL and PRINCE2
• Mock exam (For all modules)

 

Exam 

• Exam Format: 40 questions, multiple choice examination
• Closed Book
• Duration: 60 minutes
• Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total
• Pass Score: 65% or higher