Course Outline
- 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 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
- Key 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 for this course. It is ideal for newcomers as well as professionals seeking to structure their existing knowledge of IT service management.
Target audience
This course is tailored for:
- Professionals beginning their career path in ITIL or service management
- IT specialists, service desk teams, and support engineers
- Managers and team leaders engaged with digital products or services
- Business representatives collaborating closely with IT or digital service providers
Certification
The training aligns participants with the requirements for the official ITIL® 5 Foundation certification exam, which is included in the course package. This globally recognized certification acts as a gateway to advanced ITIL qualifications and career progression in IT service management.
Examination process
Participants are provided with an exam voucher valid for six months, offering the flexibility to select a suitable exam date.
Following the training, each participant receives an email containing detailed steps for exam registration. The exam date is booked directly with PeopleCert through the participant’s individual account.
The exam is administered online under remote proctoring. A certified PeopleCert proctor connects to the participant’s computer and monitors the session via webcam to maintain exam 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 details
- Duration: 60 minutes
- Format: Multiple-choice exam (40 questions)
- Passing score: 65% (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
