Course Outline
- Key ITIL terms and definitions
- Product and service management
- Experience, Strategy and Transformation
- Service offerings
- Value cocreation
- 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 attend this training. The course is appropriate for both beginners and individuals seeking to formalize their existing knowledge of IT service management.
Target audience
This course is ideal for:
- Professionals beginning their journey with ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders involved in digital products or services
- Business representatives working closely with IT or digital service providers
Certification
The training prepares participants for the official ITIL® 5 Foundation certification exam, which is included as part of the course. This certification is globally recognized and serves as an entry point to further ITIL qualifications and career development in IT service management.
Examination process
Participants will receive an exam voucher valid for 6 months, allowing flexibility in choosing a convenient exam date.
After completing the training, each participant will receive an email with step-by-step instructions on how to register for the exam. The exam date is scheduled directly with PeopleCert via the participant’s individual account.
The exam is conducted online under remote supervision. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to ensure exam integrity. Before the exam begins, participants are required to show their surroundings using the camera to confirm that no unauthorized materials or other 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 allowed)
