ITIL® (Version 5) Foundation Training (ITIL5-FND)

This 3-day ITIL® Foundation (Version 5) certification course introduces the key concepts of digital product and service management and provides a common language for effective practice across organizations.

You will explore the ITIL framework—its guiding principles, core models, and fundamental concepts—and learn how organizations co-create value through the effective management of products and services to improve performance, collaboration, outcomes, and experience.

Optional: Add the PeopleCert Membership+ for a 1-year membership and subscription and one free exam retake.

1. Key Concepts of Digital Product and Service Management
   1. Product and service management
   2. Service offerings
   3. Value co-creation
   4. Key ITIL concepts and definitions
2. Service Relationships
   1. Value co-creation
   2. Service relationships
3. The ITIL Value System (ITIL VS)
   1. Components of the ITIL value system
   2. Purpose of the ITIL value system in enabling value co-creation through products and services
4. Governance
   1. Governance and its role in directing and controlling an organization
   2. Enabling nature and activities of governance
5. The ITIL Guiding Principles
   1. How feedback contributes to value co-creation
   2. The ITIL guiding principles
   3. Applying guiding principles in different contexts
   4. How guiding principles support decision-making and continual improvement
6. Value Chain and ITIL Management Practices
   1. Introduction to the ITIL product and service lifecycle
   2. Purpose and scope of lifecycle activities
   3. Value chain
   4. Management practices
7. Value Streams: Mapping and Management
   1. Key concepts of value stream mapping and management
   2. Application of value streams
   3. Purpose of value stream mapping and management
   4. Relationship between digital value stream mapping and value stream management
8. Continual Improvement
   1. The ITIL continual improvement model
   2. Steps of the continual improvement model
   3. Continual improvement within the ITIL value system and its role in the organization
9. The Four Dimensions of Product and Service Management
   1. Introduction to the ITIL four dimensions
   2. Internal factors and external factors
   3. Introduction to AI
   4. ITIL AI governance
10. ITIL and Other Framework Integrations
    1. ITIL and DevOps
    2. ITIL and PRINCE2

Each student receives a comprehensive set of materials, including course notes and all class examples.

Experience in the following would be useful for this ITIL class: