Course Outline
- Key ITIL terms and definitions
- Product and service management
- Experience, Strategy and Transformation
- Service offerings
- Value co-creation
- Service relationships
- The ITIL Four Dimensions of 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
- Objectives and scope of ITIL Product and Service Lifecycle activities
- The ITIL Value System
- Elements of the ITIL Value System
- The 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
- Objectives 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. The course is accessible to both newcomers and professionals seeking to structure their existing knowledge of IT service management.
Who should attend
This course is tailored for:
- Professionals commencing their journey in ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders responsible for digital products or services
- Business stakeholders 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 package. This globally recognised credential serves as a gateway to advanced ITIL qualifications and career advancement in IT service management.
Examination process
Participants will be issued with an exam voucher valid for six months, offering flexibility in selecting a suitable exam date.
Following the training, each participant will receive an email containing step-by-step guidance on registering for the exam. The exam date is arranged directly with PeopleCert via the participant's individual account.
The assessment is conducted online under remote supervision. A certified PeopleCert proctor will connect to the participant's computer and monitor the session via webcam to guarantee exam integrity. Prior to commencing, participants must present their surroundings through the camera to verify that no unauthorised materials or additional individuals are present in the room.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (minimum of 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
