Course Outline
- Essential ITIL terminology 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
- 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
Specific prior knowledge or preparatory steps are not mandatory for this training. The course is ideal for both newcomers and professionals seeking to structure their existing expertise in IT service management.
Target audience
This program is tailored for:
- Professionals beginning their exploration of ITIL or service management
- IT specialists, service desk personnel, and support engineers
- Managers and team leaders engaged in digital product or service initiatives
- Business stakeholders collaborating closely with IT or digital service providers
Certification
The course prepares participants for the official ITIL® 5 Foundation certification examination, which is incorporated into the program. This globally recognized credential serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination process
Participants will receive an exam voucher valid for six months, offering flexibility in scheduling a suitable exam date.
Following the completion of the training, each participant will receive an email containing step-by-step guidance on registering for the exam. The specific exam date is arranged directly with PeopleCert through the participant's individual account.
The assessment is conducted online under remote proctoring. A certified PeopleCert proctor connects to the participant's system and monitors the session via webcam to guarantee exam integrity. Prior to starting, participants must use the camera to display their surroundings, ensuring no unauthorized materials or individuals are present.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice examination (40 questions)
- Passing mark: 65% (a minimum of 26 correct answers)
- Materials: Closed-book examination (reference materials are not permitted)
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 2600 € + VAT*
Contact us for an exact quote and to hear our latest promotions
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
