ITIL® 5 Foundation (exam included)

IT and digital professionals, IT Support Staff, Application, Project and Business Managers, Product Owners, any member of a team involved in the delivery of digital products and IT services.

There are no formal prerequisites for this course.

ITIL® has led the IT Service Management industry with guidance, training and certification programs for over 30 years. ITIL® 5 brings ITIL® up to date by reshaping the framework around digital product and service management, in the context of AI-enabled environments, automation, customer experience and digital transformation.

ITIL® 5 provides the guidance organizations need to manage digital products and services and utilize the potential of modern technology, including AI. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of digital products and IT-enabled services.

The Foundation module is a prerequisite for the ITIL® 5 higher level qualifications and its primary objectives are to provide participants with:

• An introduction to the management of modern digital products and IT-enabled services;
• An understanding of the common ITIL® 5 language and key concepts;
• An insight in how to improve their work and the work of their organizations;
• An overview of the ITIL® 5 Value System, the Product and Service Lifecycle, and how the framework has evolved to adopt modern technologies, AI and new ways of working

The ITIL 5 Foundation course is provided by Business Training, an ATO of PeopleCert.
ITIL® 5 is a registered trade mark of the PeopleCert group of companies.

Key Concepts of Digital Product and Service Management

• Value and value co-creation
• Organizations, service providers, service consumers and other stakeholders
• Digital products and services
• Service relationships (basic, cooperative and collaborative)
• Value: outcomes, costs and risks
• Utility, warranty, user experience and sustainability

The Four Dimensions of Product and Service Management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

The ITIL® 5 Value System

• Opportunity, demand and value
• The ITIL guiding principles
• Governance
• The ITIL value chain and the Product and Service Lifecycle Model (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support)
• Management practices
• Continual improvement (the ITIL Continual Improvement Model)

Value Streams

• Purpose and key concepts
• Value stream mapping and value stream management

AI and Modern Ways of Working

• How AI supports the product and service lifecycle
• AI governance and the ITIL AI Capability Model
• ITIL integration with DevOps and other frameworks

The ITIL® 5 Management Practices

• The role of the 34 ITIL management practices within the ITIL Value System
• The Official ITIL Practice Guides

Mock Exam

This training includes a voucher for the official online proctored exam.

Official course materials included.

Classroom Courses