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
- Introduction to the ITIL Four Dimensions of Product and Service Management
- Internal and external factors
- The ITIL Product and Service Lifecycle
- Overview of 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
- ITIL Guiding Principles
- Governance
- Value chain
- Management practices
- The ITIL Continual Improvement Model
- Value stream identification, mapping, and management
- Fundamental concepts of value stream mapping and management
- Applications of value streams
- Objectives of value stream mapping and management
- ITIL and AI
- Introduction to Artificial Intelligence
- ITIL AI Governance
- ITIL and other frameworks
- ITIL and DevOps
- ITIL and PRINCE2
Requirements
No specific prior preparation or prerequisites are necessary for this training. It is ideal for both newcomers and professionals seeking to structure their existing understanding 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 leads engaged with digital products or services
- Business stakeholders collaborating closely with IT or digital service providers
Certification
The training prepares candidates for the official ITIL® 5 Foundation certification exam, which is included in the course. This globally recognized credential serves as an entry point to advanced ITIL qualifications and professional growth in IT service management.
Examination process
Participants will receive an exam voucher valid for six months, offering flexibility in selecting a suitable exam date.
Following the training, each participant will receive an email containing detailed 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 proctoring. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to ensure integrity. Prior to the start, participants must display their surroundings through the camera to verify that no unauthorized materials or other individuals are present.
Exam specifics
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (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
