Course Overview
The ITIL® 5 Foundation Certification introduces modern digital product and service management practices, with emphasis on value co-creation, service relationships, experience management, and continual improvement. It provides a foundation for understanding how ITIL practices support value delivery, service performance, and alignment with business needs.
The course covers the ITIL Value System, governance, ITIL Guiding Principles, value chain and management practices, value stream mapping and management, continual improvement, and the Four Dimensions of Product and Service Management. It also introduces AI and ITIL AI Governance and examines ITIL integration with DevOps and PRINCE2.
Course Objective
- Understand key concepts of digital product and service management, including products, services, digital products, digital services, and the ITIL Product and Service Lifecycle.
- Explain value co-creation and how outcomes, costs, risks, utility, warranty, user experience, and sustainability contribute to value.
- Describe service offerings, service interactions, service actions, transfer of goods, access to resources, and service relationships.
- Identify the components and purpose of the ITIL Value System, including Guiding Principles, Governance, Value Chain, Management Practices, and Continual Improvement.
- Explain governance and the enabling nature and activities of governance within ITIL.
- Understand the ITIL Guiding Principles and how feedback contributes to value co-creation.
- Describe the ITIL Product and Service Lifecycle, value chain, and management practices.
- Apply key concepts of value stream mapping and management and understand the ITIL Continual Improvement Model.
- Understand the Four Dimensions of Product and Service Management, internal and external factors, AI, and ITIL AI Governance.
- Describe the integration of ITIL with DevOps and PRINCE2.
Pre-requisites
The ITIL® 5 Foundation Certification has no formal prerequisites, making it open to anyone regardless of prior certifications or educational background. While basic exposure to IT services, digital products, or business IT environments can be helpful for contextual understanding, it is not required.
Course Curriculum
Product and Service Management; Digital Product and Service Management; products and services; digital products and digital services; ITIL Product and Service Lifecycle; service offerings and service interactions; service actions, transfer of goods, and access to resources; value and value co-creation; cost and risk; output and outcome; differences between outputs and outcomes; contribution of outcomes, costs, risks, and value to value co-creation.
Value co-creation; how utility, warranty, user experience, and sustainability contribute to value co-creation; service relationships.
ITIL Value System and its purpose; components of the ITIL Value System and their role in an organisation, including Guiding Principles, Governance, Value Chain, Management Practices, and Continual Improvement.
Definition of governance; enabling nature and activities of governance.
Value co-creation; how feedback contributes to value co-creation; ITIL Guiding Principles.
Introduction to the ITIL Product and Service Lifecycle; purpose and scope of ITIL Product and Service Lifecycle activities; Value Chain; Management Practices.
Key concepts of value stream mapping and management; application of value streams; purpose of value stream mapping and management.
ITIL Continual Improvement Model; steps of the ITIL Continual Improvement Model; continual improvement within the ITIL Value System and its role in the organisation.
Introduction to the ITIL Four Dimensions of Product and Service Management; internal and external factors; introduction to AI; ITIL AI Governance.
ITIL and DevOps; ITIL and PRINCE2.
