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
- Introduction to the ITIL Four Dimensions of Product and Service Management
- Internal factors and External factors
- The ITIL Product and Service lifecycle
- Introduction to ITIL Product and Service Lifecycle
- Purpose and Scope of ITIL Product and Service Lifecycle activities
- The ITIL Value System
- Components 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
- Key concepts of value stream mapping and management
- Applications of value streams
- Purpose 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 to participate in this training. The course is ideal for both newcomers and professionals seeking to systematize their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Professionals beginning their exploration of ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders engaged with digital products or services
- Business stakeholders collaborating closely with IT or digital service providers
Certification
The program prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course package. This globally recognized credential serves as a foundational step towards advanced ITIL qualifications and career progression in IT service management.
Examination Procedure
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 training, each participant will receive an email containing detailed instructions on registering for the exam. The exam date is coordinated directly with PeopleCert via the participant’s individual account.
The examination is conducted online under remote supervision. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to guarantee exam integrity. Prior to starting the exam, participants are required to pan the camera to show their surroundings, confirming that no unauthorized materials or individuals are present.
Exam Specifications
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (at least 26 correct answers)
- Materials: Closed-book exam (no reference materials allowed)
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
