Course Description

ITIL® is the most widely adopted framework for managing technology-based services and creating value for stakeholders. ITIL® has evolved beyond IT service management into a best-practice framework for digital product and service management.

The ITIL® (Version 5) Foundation training course is the very latest 'Best Practice guidance for IT Service Management. It gives a broad understanding of the very latest concepts and terminology used in Service Management worldwide including AI and digital products and services.

Exam Certification

The ITIL® Foundation exam is an integral part of the course and successful candidates are awarded the ITIL® Foundation certificate. The exam and the course are accredited by PeopleCert on behalf of Axelos. Training and certification are included in the price of this course. Certification expires after three years but can be renewed in a number of ways.

Target Audience

This course is suitable for anyone working in IT with an interest in the principles and practices of Service Management.

It is specifically aimed at those who have not previously attended an ITIL® Foundation course. Although if you attended Foundation level training several years ago or in a different version, this course provides an excellent refresher.

Course Objectives

ITIL® Foundation (Version 5) introduces candidates to the key concepts of digital product and service management and establishes a common language for effective practice across organisations.

It provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements are used to create, deliver, and continually improve products and services.

ITIL® Foundation (Version 5) enables candidates to understand how value is co-created through the effective management of products and services, and how organisations apply ITIL guidance to improve performance, collaboration, and outcomes. It also explains how the ITIL® framework has evolved to support modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary ways of working, while remaining adaptable to different organisational contexts and levels of maturity.

The ITIL® (Version 5) Foundation certificate is a prerequisite for the ITIL® (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL® Framework in context.

Course Content

The ITIL®5 Foundation course will cover the following:

• Key ITIL® Terms 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
  • Introduction to the ITIL® Four Dimensions of Product and Service Management
  • Internal factors and external factors
• The ITIL® Product and Service Lifecycle
  • Introduction to the ITIL® Product and Service Lifecycle
  • Purpose and scope of the 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
  • Application of value streams
  • 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