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
- 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
- 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 prior experience or specific prerequisites are necessary to join this training. The course is ideal for newcomers as well as professionals seeking to structure their existing knowledge of IT service management.
Target audience
This course is tailored for:
- Professionals beginning their path in ITIL or service management
- IT experts, service desk teams, and support engineers
- Managers and team leaders engaged with digital products or services
- Business stakeholders collaborating closely with IT or digital service providers
Certification
The training prepares participants for the official ITIL® 5 Foundation certification exam, which is part of the course package. This globally recognized credential serves as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination process
Participants will be issued an exam voucher with a six-month validity period, providing flexibility to select a suitable exam date.
Following the training, each participant will receive an email containing detailed instructions for exam registration. The exam date is scheduled directly with PeopleCert via the participant’s individual account.
The examination is conducted online under remote proctoring. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to guarantee integrity. Prior to the start of the exam, participants must use the camera to display their surroundings, verifying that no unauthorized materials or individuals are present in the room.
Exam details
- Duration: 60 minutes
- Format: Multiple-choice assessment (40 questions)
- Passing threshold: 65% (minimum of 26 correct answers)
- Materials: Closed-book exam (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
