Course Outline
- Key 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 of Product and Service Management
- Internal and External factors
- The ITIL Product and Service Lifecycle
- Introduction to the 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
- Core concepts of 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
This training requires no prior preparation or specific prerequisites, making it accessible to both newcomers and those seeking to structure their existing knowledge of IT service management.
Target Audience
This course is tailored for:
- Professionals beginning their journey with 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 program prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course package. This globally recognized credential serves as an entry point to advanced ITIL qualifications and career progression in IT service management.
Examination Process
Participants will be provided with an exam voucher valid for 12 months, offering flexibility in scheduling a convenient exam date.
Following 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 individual account.
The examination is conducted online under remote supervision. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to maintain exam integrity. Prior to starting, participants must use the camera to show their surroundings, confirming that no unauthorized materials or individuals are present in the room.
Exam Details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing Score: 65% (a minimum of 26 correct answers)
- Materials: Closed-book exam (reference materials are not 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
