Course Outline
- Essential ITIL terminology and definitions
- Product and service administration
- Experience, Strategy, and Transformation
- Service offerings
- Value co-creation
- Service relationships
- The Four Dimensions of ITIL Product and Service Management
- Overview of the Four Dimensions of Product and Service Management
- Internal versus 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
- Identifying, mapping, and managing value streams
- Core concepts of value stream mapping and administration
- Applications of value streams
- Objectives of value stream mapping and management
- ITIL and AI
- Introduction to AI
- AI Governance within ITIL
- ITIL and complementary frameworks
- Integration with DevOPS
- Integration with PRINCE2
Requirements
There are no prior requirements or specific preparations needed for this course. It is appropriate for newcomers as well as professionals seeking to structure their existing expertise in IT service management.
Target audience
This program is tailored for:
- Individuals beginning their career in ITIL or service management
- IT experts, service desk personnel, and support engineers
- Managers and team leads involved in digital products or services
- Business stakeholders collaborating with IT or digital service providers
Certification
The training readies participants for the official ITIL® 5 Foundation certification exam, which is part of the course. This globally acknowledged credential serves as a gateway to advanced ITIL qualifications and career advancement in IT service management.
Examination procedure
Participants will be issued an exam voucher, valid for six months, providing flexibility in selecting a suitable exam date.
Post-training, each participant will receive an email containing detailed steps for exam registration. The exam date is scheduled directly with PeopleCert through the participant’s personal account.
The assessment is taken online with remote supervision. A certified PeopleCert proctor accesses the participant’s computer and monitors the session via webcam to verify exam integrity. Prior to the start of the exam, participants must show their surroundings using the camera to confirm the absence of unauthorized materials or other individuals in the room.
Exam specifics
- Duration: 60 minutes
- Format: Multiple-choice test (40 questions)
- Passing threshold: 65% (minimum 26 correct answers)
- Resources: Closed-book format (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
