Course Outline
- Core ITIL Terminology and Definitions
- Product and service management
- Experience, Strategy, and Transformation
- Service offerings
- Value co-creation
- Service relationships
- ITIL Four Dimensions of Product and Service Management
- Overview of the ITIL Four Dimensions of Product and Service Management
- Internal and external factors
- ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Objectives and scope of ITIL Product and Service Lifecycle activities
- The ITIL Value System
- Components of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value chain
- Management practices
- The ITIL Continual Improvement Model
- Value Stream Identification, Mapping, and Management
- Fundamental concepts of value stream mapping and management
- Applications of value streams
- Objectives of value stream mapping and management
- ITIL and Artificial Intelligence
- 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 for this training. The course is ideal 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 career in ITIL or service management
- IT specialists, service desk personnel, and support engineers
- Managers and team leaders responsible for digital products or services
- Business representatives who collaborate 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 fee. This globally recognized certification serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination Procedure
Participants will be provided with an exam voucher valid for six months, offering flexibility in selecting a suitable exam date.
Following the completion of the training, each attendee will receive an email containing detailed instructions for exam registration. The exam schedule is set directly with PeopleCert through the participant’s personal account.
The assessment is conducted online under remote supervision. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to guarantee exam integrity. Prior to the start of the exam, participants must present their surroundings through the camera to verify that no prohibited materials or additional individuals are present in the room.
Exam Specifications
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing Score: 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
