Course Outline
- Essential 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
- Elements of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value Chain
- Management practices
- The ITIL Continual Improvement Model
- Value stream identification, mapping, and governance
- Fundamental concepts of value stream mapping and governance
- Applications of value streams
- Purpose of value stream mapping and governance
- ITIL and Artificial Intelligence
- Introduction to AI
- ITIL AI Governance
- ITIL and complementary frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
No prior preparation or specific prerequisites are necessary to join this program. It is ideal for newcomers as well as those seeking to structure their existing knowledge of IT service management.
Target audience
This course is tailored for:
- Professionals beginning their ITIL or service management journey
- IT specialists, service desk teams, and support engineers
- Managers and team leads involved in digital products or services
- Business partners collaborating closely with IT or digital service providers
Certification
This program prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course fee. Globally recognized, this certification acts as a gateway to advanced ITIL qualifications and professional growth in IT service management.
Examination procedure
Participants are issued an exam voucher valid for six months, offering flexibility in selecting a suitable exam date.
Following the training, each participant will receive an email with detailed instructions for exam registration. The exam appointment is scheduled directly with PeopleCert through the participant’s personal account.
The exam is administered online under remote proctoring. A certified PeopleCert proctor accesses the participant’s computer and monitors the session via webcam to ensure integrity. Prior to the start, participants must display their surroundings via camera to verify that no prohibited materials or unauthorized individuals are present.
Exam specifications
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 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
