Course Outline
- Core ITIL terminology and definitions
- Product and service management
- Experience, Strategy, and Transformation
- Service offerings
- Value co-creation
- Service relationships
- The Four Dimensions of ITIL Product and Service Management
- Overview of the ITIL Four Dimensions of Product and Service Management
- Internal and External factors
- The 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
- Elements of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value chain
- Management practices
- The ITIL Continual Improvement Model
- Identification, mapping, and management of value streams
- Essential concepts in value stream mapping and management
- Applications of value streams
- Purpose 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 specific prerequisites or prior preparation are necessary to enroll in this training. The program is appropriate for both newcomers and professionals seeking to structure their existing expertise in IT service management.
Target audience
This course is ideal for:
- Professionals beginning their exploration of ITIL or service management
- IT specialists, service desk personnel, and support engineers
- Managers and team leaders engaged with 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 integrated into the course. This globally recognized certification serves as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination process
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 step-by-step guidance on registering for the exam. The exam schedule is coordinated directly with PeopleCert through the participant’s personal account.
The assessment is administered online under remote supervision. A certified PeopleCert proctor will connect to the participant’s computer and monitor 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 additional individuals are present.
Exam specifications
- Duration: 60 minutes
- Format: Multiple-choice assessment (40 questions)
- Passing threshold: 65% (a minimum of 26 correct answers)
- Materials: Closed-book format (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
