Course Outline
- Core ITIL terminology 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 strams
- 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
Attendance requires no prior preparation or specific prerequisites. This course is ideal for newcomers as well as professionals seeking to systematize their existing understanding of IT service management.
Target audience
This program is tailored for:
- Professionals beginning their exploration of ITIL or service management
- IT experts, service desk personnel, and support engineers
- Managers and team leaders engaged in digital product or service initiatives
- Business stakeholders collaborating closely with IT or digital service providers
Certification
The course prepares learners for the official ITIL® 5 Foundation certification exam, which is included in the program fee. This globally acknowledged credential serves as a gateway to advanced ITIL qualifications and career advancement in IT service management.
Examination process
Candidates receive an exam voucher valid for twelve months, offering flexibility in scheduling a suitable test date.
Following the training, each participant receives an email containing detailed registration instructions. The exam date is set directly with PeopleCert through the participant’s personal account.
The assessment is administered online with remote proctoring. A certified PeopleCert proctor connects to the participant’s device and monitors the session via webcam to maintain exam integrity. Prior to starting, participants must use the camera to display their surroundings, ensuring no unauthorized materials or individuals are present.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice test (40 questions)
- Passing score: 65% (a minimum of 26 correct answers)
- Materials: 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
