Course Details
Course Code: ITIL® Foundation Version 5; Duration: 3 Days; Instructor Led
Your organisation runs on digital services. Customers, colleagues, partners – everyone depends on them.
ITIL® Foundation (Version 5) helps you build the skills to keep those services reliable, valuable and aligned with business needs. You get a clear view of how products and services are designed, delivered and improved, plus the language and concepts that IT teams across the world use every day.
This course also prepares you for the official ITIL Foundation exam, so you walk away with both knowledge and a recognised credential.
EXAM INFO
- 60 minutes duration
- 40 multiple-choice questions
- 26/40 required to pass
- Closed book
CERTIFICATE
ITIL Foundation Version 5
EXAM BODY
PeopleCert
Audience
This certification programme is ideal for:
- IT specialists, service and operations managers
- Product owners, product managers and process leads
- Customer success, service improvement and experience managers
Prerequisites
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Methodology
This course is delivered using a case study and exercises that are designed to enhance the candidates understanding of ITIL version 5.
Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL Foundation (version 5) test.
Course Objectives
Following the completion of the course, you will be able to:
- Understand the building blocks of digital product and service management, from value concepts to lifecycle activities.
- Describe how value co-creation works between providers, consumers and other parties.
- Explain the four dimensions of management and why each one matters.
- Outline the ITIL Service Value System, including guiding principles, governance, value chain activities and practices.
- Talk through the digital product and service lifecycle and why lifecycle thinking reduces risk and technical debt.
- Recognise the purpose of ITIL management practices and how they support consistent work.
- Apply the idea of continual improvement using the ITIL model.
- Understand Value Stream Mapping and Management and how it supports visibility and improvement.
Outlines
Module 1: Digital product and service management concepts
- Core concepts of modern digital products and services
- Value creation, continual improvement and lifecycle management
Module 2: Value co-creation
- How providers, consumers and stakeholders co-create value
- Balancing outcomes, costs, risks, experience and sustainability
Module 3: The Four Dimensions of Product and Service Management
- Organisations & People
- Value Streams & Processes
- Information & Technology
- Partners & Suppliers
Module 4: ITIL Value System
- Understanding of the ITIL Value System
- Links between guiding principles, governance, value chain activities, management practices, and continual improvement
Module 5: The ITIL Guiding Principles
- Using the guiding principles to make better decisions and collaborate
- Adapting ITIL practices to real-world digital environments
Module 6: The product and service lifecycle
- Purpose of each product and service lifecycle management activity from discovery and design to operation, delivery and support
- How lifecycle activities connect to create value
Module 7: ITIL's management practices
- Role of ITIL management practices
- How practice guides support consistent, effective ways of working across organizations
Module 8: Continual Improvement
- How continual improvement is embedded in ITIL
- Step-by-step continual improvement model and how it supports long-term organizational success
Module 9: Value Stream Mapping and Management
- Identifying and mapping value streams to improve flow, visibility, and outcomes across digital products and services.
