Course Outline
- Core 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
- Internal and external factors
- The ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Objectives and scope of 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
- Identifying, mapping, and managing value streams
- Fundamental 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 complementary frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
There are no specific prerequisites or prior preparation required for this training. It is suitable for both newcomers and those seeking to systematize their existing knowledge of IT service management.
Target audience
This course is ideal for:
- Professionals beginning their career in ITIL or service management
- IT specialists, service desk personnel, and support engineers
- Managers and team leads involved in digital products or services
- Business stakeholders collaborating 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 credential serves as a foundational step toward advanced ITIL qualifications and professional growth in IT service management.
Examination process
Participants receive an exam voucher valid for six months, offering flexibility in scheduling a convenient exam date.
Following the training, each attendee will receive an email containing detailed instructions on registering for the exam. The exam date is booked directly with PeopleCert via the participant’s personal account.
The assessment is conducted online under remote supervision. A certified PeopleCert proctor will access the participant’s computer and monitor the session via webcam to uphold exam integrity. Prior to starting, participants must show their surroundings using the camera to verify that no prohibited materials or other individuals are present.
Exam specifications
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Pass mark: 65% (minimum 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
