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 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 preparation or prior experience is necessary to enroll in this course. It is well-suited for both newcomers and professionals seeking to systematize their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Professionals beginning their path in ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders responsible for digital products or services
- Business stakeholders collaborating closely with IT or digital service providers
Certification
This training prepares attendees for the official ITIL® 5 Foundation certification exam, which is included in the course fee. This certification holds global recognition and serves as a gateway to advanced ITIL credentials and professional growth in IT service management.
Examination Process
Attendees will be provided with an exam voucher valid for six months, offering the flexibility to select a suitable exam date.
Following the training, each participant will receive an email containing detailed instructions on how to register for the exam. The exam date is scheduled directly with PeopleCert through the participant’s personal account.
The assessment is administered online with remote proctoring. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to guarantee exam integrity. Prior to the start, participants must display their surroundings using the camera to verify that no unauthorized materials or other individuals are present.
Exam Specifications
- Duration: 60 minutes
- Format: Multiple-choice assessment (40 questions)
- Passing Score: 65% (a minimum of 26 correct answers)
- Resources: Closed-book assessment (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
