ITIL® has led the IT Service Management industry with guidance, training and certification programs for over 30 years. ITIL® 5 brings ITIL® up to date by reshaping the framework around digital product and service management, in the context of AI-enabled environments, automation, customer experience and digital transformation.
ITIL® 5 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of digital products and IT-enabled services.
An exam voucher that is valid for one year will be issued on the first day of the training.
The ITIL 5 Foundation course is provided by Business Training, an ATO of PeopleCert.
Management Training
ITIL® 5 Foundation (exam included)
Who should attend this course?
IT and digital professionals, IT Support Staff, Application, Project and Business Managers, Product Owners, any member of a team involved in the delivery of digital products and IT services.
Prerequisites
There are no formal prerequisites for this course
ITIL® 5 provides the guidance organizations need to manage digital products and services and utilize the potential of modern technology, including AI. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of digital products and IT-enabled services.
The Foundation module is a prerequisite for the ITIL® 5 higher level qualifications and its primary objectives are to provide participants with:
- An introduction to the management of modern digital products and IT-enabled services;
- An understanding of the common ITIL® 5 language and key concepts;
- An insight in how to improve their work and the work of their organizations;
- An overview of the ITIL® 5 Value System, the Product and Service Lifecycle, and how the framework has evolved to adopt modern technologies, AI and new ways of working
This training includes a voucher for an official online proctored exam. This voucher is valid for one year.
ITIL® 5 is a registered trade mark of the PeopleCert group of companies.
Key Concepts of Digital Product and Service Management
- Value and value co-creation
- Organizations, service providers, service consumers and other stakeholders
- Digital products and services
- Service relationships (basic, cooperative and collaborative)
- Value: outcomes, costs and risks
- Utility, warranty, user experience and sustainability
The Four Dimensions of Product and Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
The ITIL® 5 Value System
- Opportunity, demand and value
- The ITIL guiding principles
- Governance
- The ITIL value chain and the Product and Service Lifecycle Model (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support)
- Management practices
- Continual improvement (the ITIL Continual Improvement Model)
Value Streams
- Purpose and key concepts
- Value stream mapping and value stream management
AI and Modern Ways of Working
- How AI supports the product and service lifecycle
- AI governance and the ITIL AI Capability Model
- ITIL integration with DevOps and other frameworks
The ITIL® 5 Management Practices
- The role of the 34 ITIL management practices within the ITIL Value System
- The Official ITIL Practice Guides
Mock Exam
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