Course Outline
- Core 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
- Purpose 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
- Foundational concepts of value stream mapping and management
- Applications of value streams
- Objectives of value stream mapping and management
- ITIL and AI
- Introduction to Artificial Intelligence
- ITIL AI Governance
- ITIL and other frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
No prior preparation or specific prerequisites are necessary to join this programme. It is suitable for both novices and those seeking to formalise their existing knowledge of IT service management.
Who should attend
This programme is tailored for:
- Professionals beginning their journey with ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders engaged with digital products or services
- Business representatives collaborating closely with IT or digital service providers
Certification
The programme prepares participants for the official ITIL® 5 Foundation certification exam, which is included as part of the course. This globally recognised credential serves as a gateway to further ITIL qualifications and professional growth in IT service management.
Assessment process
Participants will be provided with an exam voucher valid for six months, offering flexibility in selecting a suitable exam date.
Following the completion of the programme, each participant will receive an email containing step-by-step guidance on how to register for the exam. The exam date is arranged directly with PeopleCert via the participant’s individual account.
The exam is conducted online under remote supervision. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to uphold exam integrity. Prior to commencing the exam, participants must use the camera to display their surroundings, confirming 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% (at least 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
