Course Outline
- Key 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 of Product and Service Management
- Internal and external factors
- The ITIL Product and Service lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Purpose and scope of ITIL Product and Service Lifecycle activities
- The ITIL Value System
- Elements 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
- Core 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 specific prior preparation or prerequisites are necessary for this training. The course is tailored for both newcomers and professionals aiming to systematize their existing expertise in IT service management.
Intended audience
This course is ideal for:
- Professionals embarking on their ITIL or service management careers
- IT specialists, service desk teams, and support engineers
- Managers and team leaders engaged with digital products or services
- Business representatives collaborating closely with IT or digital service providers
Certification
This training prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course. This globally recognized credential serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination process
Participants will receive an exam voucher valid for 12 months, offering flexibility to select a convenient exam date.
Following the completion of the training, each participant will receive an email containing detailed instructions for exam registration. The exam schedule is set directly with PeopleCert through the participant's individual account.
The exam is conducted online under remote supervision. A certified PeopleCert proctor will connect to the participant's computer and monitor the session via webcam to ensure integrity. Prior to the start of the exam, participants must display their surroundings using the camera to verify that no unauthorized materials or individuals are present in the room.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (minimum of 26 correct answers)
- Materials: Closed-book exam (reference materials are not 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
