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
There are no specific prerequisites or preparatory requirements for this training. The course is ideal for both newcomers and individuals seeking to structure their existing knowledge of IT service management.
Target Audience
This program is tailored for:
- Professionals beginning their career in ITIL or service management.
- 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
The training readies participants for the official ITIL® 5 Foundation certification exam, which is included in the course fee. This globally recognized credential serves as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination Process
Participants are provided with an exam voucher valid for six months, offering flexibility to select a suitable exam date.
Following the training, each attendee will receive an email containing detailed instructions for exam registration. The exam date is scheduled directly with PeopleCert via the participant’s personal account.
The exam is administered online with remote proctoring. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to guarantee exam integrity. Prior to the start, participants must display their surroundings through the camera to verify that no unauthorized materials or 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
