Course Outline
- Essential ITIL Terminology and Definitions
- Management of Products and Services
- 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 vs. External Factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Scope and Objectives of ITIL Product and Service Lifecycle Activities
- The ITIL Value System
- Core Components of the ITIL Value System
- ITIL Guiding Principles
- Governance
- The Value Chain
- Management Practices
- The ITIL Continual Improvement Model
- Identifying, Mapping, and Managing Value Streams
- Core Concepts in Value Stream Mapping and Management
- Practical Applications of Value Streams
- Objectives of Value Stream Mapping and Management
- ITIL and Artificial Intelligence
- Introduction to AI
- AI Governance in ITIL
- ITIL Integration with Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
There are no specific prerequisites or prior preparation needed for this training. It is an ideal fit for newcomers as well as professionals aiming to structure and validate their existing IT service management knowledge.
Target Audience
This course is tailored for:
- Professionals beginning their exploration of ITIL or service management
- IT specialists, 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 serves as preparation for the official ITIL® 5 Foundation certification exam, which is integrated into the course. This globally recognized credential acts as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination Process
Participants are provided with an exam voucher valid for six months, offering flexibility in scheduling a convenient test date.
Following the training, each attendee will receive an email containing detailed registration instructions. The exam date is scheduled directly with PeopleCert via the participant’s personal account.
The assessment is conducted online under remote proctoring. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to ensure integrity. Prior to starting, participants must use their camera to display their surroundings, confirming that no unauthorized materials or individuals are present.
Exam Details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing threshold: 65% (minimum of 26 correct answers)
- Materials: Closed-book format (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
