Course Outline
- Essential ITIL terminology and definitions
- Product and service management
- Experience, Strategy and Transformation
- Service offerings
- Value cocreation
- Service relationships
- The ITIL Four Dimensions of Product and Service Management
- Introduction to the ITIL Four Dimensions of Product and Service Management
- Internal factors and External factors
- The ITIL Product and Service lifecycle
- Introduction to 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 strams
- 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
This program does not require any prior preparation or specific prerequisites. It is tailored to accommodate both newcomers and individuals seeking to structure their existing understanding of IT service management.
Target Audience
This program is specifically designed for:
- Professionals embarking on their careers in ITIL or service management
- IT experts, service desk personnel, 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 program prepares participants for the official ITIL® 5 Foundation certification exam, which is integrated into the course. This certification holds global recognition and acts as a gateway to advanced ITIL credentials and professional growth in IT service management.
Examination Process
Participants will be issued an exam voucher valid for six months, providing the flexibility to select a suitable exam date.
Following the completion of the program, each participant will receive an email containing detailed instructions for registering for the exam. The exam date is arranged directly with PeopleCert through the participant’s personal account.
The examination is administered online under remote supervision. A certified PeopleCert proctor will access the participant’s computer and monitor the session via webcam to ensure exam integrity. Prior to the start of the exam, participants are required to display their surroundings using the camera to verify that no unauthorized materials or additional individuals are present in the room.
Exam Details
- Duration: 60 minutes
- Format: Multiple-choice examination (40 questions)
- Passing Score: 65% (a minimum of 26 correct answers)
- Materials: Closed-book examination (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
