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ITIL4® Foundation
COURSE OVERVIEW
ITIL® Foundation (Version 5) Course Curriculum
- 1. Digital Product and Service Management
- Digital Product and Service Management concepts
- Products and Services
- Digital Products and Digital Services
- Continual Improvement concepts
- Product and Service Lifecycle
- Utility, Warranty and Sustainability
- Benefits of ITIL® for organizations and professionals
- 2. Experience, Strategy and Transformation
- Experience and Digital Experience
- User Experience (UX)
- Customer Experience (CX)
- Trust and Human-Centered Design
- Business Strategy and Digital Strategy
- Mission, Vision and Purpose
- Leadership Concepts
- Change and Transformation
- 3. Service Offerings and Value Co-Creation
- Service Offerings
- Service Interactions
- Service Actions
- Transfer of Goods
- Access to Resources
- Value and Value Co-Creation
- Costs, Risks, Outputs and Outcomes
- Feedback and Value Creation
- 4. Service Relationships
- Service Provider and Service Consumer
- Digital Product Vendors
- Service Journey Concepts
- Sponsor, Customer and User Roles
- Service Quality and Service Levels
- Service Level Agreements (SLA)
- Types of Service Relationships
- 5. ITIL® Four Dimensions of Product and Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- PESTLE External Factors
- Holistic Management Approach
- 6. Product and Service Lifecycle Activities
- Discover
- Design
- Acquire
- Build
- Transition
- Operate
- Deliver
- Support
- 7. ITIL® Value System
- Guiding Principles
- Governance
- Value Chain
- Management Practices
- Continual Improvement Model
- 8. Value Streams and Value Chain Concepts
- Value Stream Mapping
- Value Stream Management
- Core and Enabling Value Streams
- Complexity Thinking
- 9. Artificial Intelligence in ITIL®
- Artificial Intelligence (AI)
- Generative AI (GenAI)
- Agentic AI
- AI Governance
- AI Capability Models
- AI within Lifecycle Activities
- 10. ITIL® Integration with Other Frameworks
- ITIL® and DevOps
- ITIL® and PRINCE2
- Modern Ways of Working
LEARNING OUTCOMES
Key Learning Outcomes
- Understand key concepts of Digital Product and Service Management
- Understand the principles of value creation and value co-creation
- Understand service relationships and service offerings
- Understand Product and Service Lifecycle activities
- Understand the ITIL® Four Dimensions framework
- Understand the components of the ITIL® Value System
- Understand ITIL® Guiding Principles and their practical use
- Understand governance and continual improvement concepts
- Understand value stream identification and mapping techniques
- Understand AI concepts and AI governance within service environments
- Understand how ITIL® supports DevOps and PRINCE2 practices
- Prepare effectively for the ITIL® Foundation (Version 5) certification examination
WHO SHOULD ATTEND
Target Audience
- IT Managers and IT Architects
Professionals responsible for managing IT services and digital transformation initiatives. - System Administrators and Analysts
Individuals supporting and maintaining IT infrastructure and systems. - Operations Managers and Database Administrators
Professionals managing operational efficiency and service availability. - Process Owners and Practitioners
Professionals responsible for designing and improving processes. - Service Delivery and Quality Professionals
Individuals involved in service quality and customer experience management. - CIOs, CTOs and IT Directors
Senior leaders involved in strategic technology and service decisions. - Individuals beginning careers in IT Service Management
Professionals seeking foundational knowledge of modern IT service practices.
CERTIFICATION & EXAM DETAILS
Certification Examination Details
- Exam Format: Multiple Choice Questions
- Number of Questions: 40
- Pass Score: 65% (26/40)
- Duration: 60 Minutes
- Book Type: Closed Book
- Delivery Method: PeopleCert Online Proctored
- Examination
- Examination Access: Web-based Remote Proctoring
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