ITIL Foundation (Version 5)

ITIL® Foundation (Version 5) introduces candidates to the key concepts of digital product and service management and establishes a common language for effective practice across organizations. It provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements are used to create, deliver, and continually improve products and services.

ITIL Foundation (Version 5) enables candidates to understand how value is co-created through the effectivemanagement of products and services, and how organizations apply ITIL guidance to improve performance,

collaboration, and outcomes. It also explains how the ITIL framework has evolved to support modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary ways of working, while remaining adaptable to different organizational contexts and levels of maturity.

The ITIL Foundation (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient recall and understanding of the ITIL Framework, as described in the syllabus below, to be awarded the ITIL Foundation qualification. The ITIL Foundation (Version 5) is a prerequisite for the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL Framework in context.

Target Audience

This course is ideal for professionals seeking a clear, practical foundation in modern IT and digital service

management.

• IT Specialist Application Development

• IT Specialist Change Management

• IT Operations Specialist

• IT Development Manager

• IT Service Operations Manager

• IT Team Leader

• Chief Digital Officer

• IT Project Manager

• Transformation Manager

• IT Service Manager

• Digital Product Manager

• Experience Manager

• Service Improvement Manager

• Service Delivery Specialists

• Product Owner

• Process Lead

• Customer Success Manager

• Service Owner

• Digital Product Designer

• Enterprise Architect

• Solution Designer

What will you learn?

• Digital product and service management concepts. Understand the core concepts behind modern digital products and services, including value creation, continual improvement, and how products and services are managed across their lifecycle.

• Value co-creation. Discover how value is co-created through collaboration between service providers, consumers, and

  stakeholders, while weighing outcomes, costs, risks, experience and sustainability.

• The dimensions of product and service management. Delve into the four dimensions, Organizations and People, Value Streams and Processes, Information and Technology, and Partners and Suppliers, for a holistic approach to digital product and service management.

• ITIL Service Value System. Gain an understanding of the ITIL Service Value System and how it brings together guiding principles,

  governance, value chain activities, management practices, and continual improvement.

• The ITIL Guiding Principles. Learn how to apply the framework's guiding principles to make better decisions, collaborate more effectively, and adapt ITIL practices to real-world digital environments.

• The digital product and service lifecycle. Develop a solid understanding of the purpose of each product and service lifecycle management activity; from discovery and design to operation, delivery and support; and how they work together to create value.

• ITIL's management practices. Explore the role of ITIL management practices and how official practice guides support consistent, effective ways of working across organizations.

• Continual improvement. Learn how continual improvement is embedded within ITIL. Cover the continual improvement model's step-by-step approach and see how it supports long-term organizational success.

• Value Stream Mapping and Management. Understand how to identify, map, and manage value streams to improve flow, visibility, and outcomes across digital products and services.

What skills will you acquire?

• Lifecycle thinking. Embrace a 'lifecycle mindset' to make smarter decisions, anticipate changes, reduce technical

  debt, improve service continuity, and keep teams aligned while leaving silo mentality behind.

• Collaborative, value-focused working. Strengthen collaboration across roles and teams by aligning with modern, team-based delivery and focusing on shared outcomes, transparency, end-to-end value streams, and value co-creation.

• Continuous improvement mindset. Build practical skills to embed continual improvement into everyday work, foster a growth mindset, and swiftly adapt to change in fast-paced digital environments.

Examination

• 40 questions, multiple choice.

• 60 minutes.

• Closed book.

• Pass mark: 65%

• Online exam.

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 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

• Application of value streams

• Purpose of value stream mapping and management

ITIL and AI

• Introduction to Artificial Intelligence (AI)

• ITIL AI Governance

ITIL and Other Frameworks

• ITIL and DevOps

• ITIL and PRINCE2