Course Outline
- Core 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
- Internal and External Factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Purpose and Scope of Lifecycle Activities
- The ITIL Value System
- Components 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 AI
- 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 course. It is tailored for both newcomers and professionals seeking to structure their existing expertise in IT service management.
Target Audience
This course is ideal for:
- Individuals embarking on a career path in ITIL or service management
- IT specialists, service desk personnel, and support engineers
- Managers and team leads engaged in digital products or services
- Business stakeholders collaborating with IT or digital service providers
Certification
This training prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course package. This globally recognized credential serves as a foundation for advanced ITIL qualifications and career advancement in IT service management.
Examination Process
Participants are provided with an exam voucher valid for six months, offering flexibility in selecting a suitable date.
Following the training, each attendee will receive an email containing detailed instructions for exam registration. The exam scheduling is managed directly with PeopleCert through the participant's personal account.
The examination takes place online under remote supervision. A certified PeopleCert proctor connects to the participant's computer and monitors the session via webcam to ensure integrity. Prior to commencement, participants must display their surroundings through the camera to verify that no unauthorized materials or individuals are present.
Exam Specifications
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing Score: 65% (minimum 26 correct answers)
- Conditions: Closed-book exam (reference materials are prohibited)
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
