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 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
- ITIL Guiding Principles
- Governance
- Value Chain
- Management Practices
- The ITIL Continual Improvement Model
- Value Stream Identification, Mapping, and Management
- Fundamental Concepts of Value Stream Mapping and Management
- Applications of Value Streams
- Objectives of Value Stream Mapping and Management
- ITIL and Artificial Intelligence
- Introduction to AI
- ITIL AI Governance
- ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
There are no specific prerequisites or prior preparation required for this training. It is well-suited for both newcomers and professionals aiming to solidify their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Professionals beginning their career in 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 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 advancement in IT service management.
Examination Procedure
Participants are issued an exam voucher valid for six months, offering flexibility to select a suitable exam date.
Following the completion of the training, each participant will receive an email containing step-by-step guidance on exam registration. The exam date is coordinated directly with PeopleCert through the participant’s individual account.
The assessment is conducted online with remote proctoring. A certified PeopleCert proctor connects to the participant’s device and monitors the session via webcam to guarantee integrity. Prior to starting, participants must use the camera to display their surroundings, ensuring no unauthorized materials or individuals are present.
Exam Specifications
- Duration: 60 minutes
- Format: Multiple-choice examination (40 questions)
- Passing Threshold: 65% (minimum of 26 correct answers)
- Resources: Closed-book examination (reference materials are not 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
