Course Outline
- Key ITIL terms 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
No specific prior preparation or prerequisites are necessary for this training. The course is ideal for both new learners and individuals seeking to structure their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Professionals embarking on their ITIL or service management journey
- IT specialists, service desk teams, and support engineers
- Managers and team leaders responsible for digital products or services
- Business representatives collaborating 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 package. This globally recognized certification acts as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination Process
Participants will receive an exam voucher valid for six months, offering flexibility in scheduling a convenient exam date.
Following the completion of the training, each participant will receive an email containing step-by-step instructions for exam registration. The exam date is scheduled directly with PeopleCert through the participant's personal account.
The exam is administered 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 starting, 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 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
