Course Outline
- Core ITIL terms and definitions
- Product and service management
- Experience, Strategy, and Transformation
- Service offerings
- Value co-creation
- Service relationships
- The Four Dimensions of Product and Service Management in ITIL
- Introduction to 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
- Identification, mapping, and management of value streams
- Fundamental concepts of value stream mapping and management
- Applications 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
Requirements
No prior preparation or specific prerequisites are necessary to join this training. The course is suitable for both newcomers and individuals seeking to formalize their existing knowledge of IT service management.
Intended audience
This course is tailored for:
- Professionals beginning their career in ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders engaged in digital products or services
- Business representatives collaborating closely with IT or digital service providers
Certification
The training prepares participants for the official ITIL® 5 Foundation certification exam, which is included in the course. This globally recognized certification serves as a gateway to advanced ITIL qualifications and career advancement in IT service management.
Examination process
Participants will receive an exam voucher valid for 6 months, providing flexibility to select a suitable exam date.
Following the completion of the training, each participant will receive an email containing detailed instructions on registering for the exam. The exam date is scheduled directly with PeopleCert through the participant’s individual account.
The exam is administered online under remote supervision. A certified PeopleCert proctor will connect to the participant’s computer and monitor the session via webcam to ensure exam integrity. Prior to the exam, participants must use the camera to display their surroundings, confirming that no unauthorized materials or additional 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 (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
