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
- Internal and External Factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Objectives and Scope of Lifecycle Activities
- The ITIL Value System
- Elements of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value Chain
- Management Practices
- The ITIL Continual Improvement Model
- Value Stream Identification, Mapping, and Management
- Core Concepts of Value Stream Mapping and Management
- Applications of Value Streams
- Objectives of Value Stream Mapping and Management
- ITIL and Artificial Intelligence
- Introduction to AI
- ITIL AI Governance
- ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
Specific background knowledge or preparatory steps are not mandatory for this session. The curriculum is tailored to accommodate both newcomers and professionals seeking to structure their existing expertise in IT service management.
Target Audience
This program is ideal for:
- Individuals embarking on their career with ITIL or service management
- IT experts, service desk personnel, and support engineers
- Leaders and team managers engaged in digital product or service initiatives
- Business stakeholders collaborating closely with IT or digital service providers
Certification Pathway
The course prepares candidates for the official ITIL® 5 Foundation certification examination, which is embedded within the course package. This globally acknowledged credential serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination Procedure
Candidates will be issued an exam voucher with a six-month validity period, offering flexibility in selecting a suitable date.
Following the completion of the course, each candidate will receive an email containing detailed registration instructions. The exam date is scheduled directly with PeopleCert via the candidate’s personal account.
The assessment is delivered online under remote proctoring. A certified PeopleCert proctor will connect to the candidate’s device and monitor the session via webcam to guarantee integrity. Prior to the start, candidates must display their surroundings using the camera to verify that no prohibited materials or additional individuals are present in the environment.
Assessment Details
- Duration: 60 minutes
- Format: Multiple-choice assessment (40 questions)
- Passing Threshold: 65% (minimum 26 correct responses)
- Resources: Closed-book format (no external references 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
