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ITIL® Foundation (Version 5)

Course Summary

This course prepares participants for the ITIL® (Version 5) Foundation certification by introducing the core principles of modern digital product and service management. Participants explore key ITIL® terminology, the four dimensions, the product and service lifecycle, the ITIL® Value System, and value stream mapping, building a practical understanding of how services, governance, and continual improvement work together to create value.

By the end of the course, participants will be equipped to pass the ITIL® Foundation (Version 5) exam and apply value-focused thinking across their technology and business teams.

NOTE: PeopleCert requires all providers to sell exam vouchers with accompanying Digital Core Guidance eBooks and OTMs (where applicable) with any associated content or certification prep prior to course attendance. Pluralsight requires the up-front purchase of an ITIL® 5 exam voucher in order to attend this course.

Course Material: ITIL® OTM (Official Training Material)

THIS COURSE IS NOT ELIGIBLE FOR TRAINING BUNDLES

THIS COURSE IS NOT ELIGIBLE FOR TRAINING CREDITS 

Purpose
This course prepares participants for the ITIL® (Version 5) Foundation certification
Audience
Anyone pursuing the ITIL® (Version 5) Foundation certification 
Role
Service desk, support, and IT operations staff
Skill level
Introduction
Style
Lecture | Discussion | Exam Prep
Duration
3 days
Related technologies
Service Management

 

Learning Objectives
  • Explain the core concepts and terminology of digital product and service management, and how value is co-created by weighing outcomes, costs, risks, experience, and sustainability
  • Describe the structure of the ITIL® framework
  • Apply lifecycle and value-stream thinking to service management scenarios
  • Demonstrate exam readiness for the ITIL® Foundation (Version 5) exam

What you'll learn:

In this ITIL® Foundation (Version 5) course, you'll learn:

Introduction to ITIL®

  • Purpose of ITIL®
  • ITIL® as a digital product and service management framework
  • Structure of the ITIL® framework
  • Key components of the ITIL® framework

Digital Product and Service Management Concepts

  • Key product and service management concepts
    • Products, services and service offerings
    • Service relationship roles (provider, customer, user, sponsor)
    • Service consumption and provision
  • Value co-creation
    • Value, outcomes, outputs, costs, risks, utility, warranty
    • Experience and sustainability

The Four Dimensions of Product and Service Management

  • Introduction to the Four Dimensions
    • Purpose of the four dimensions
    • Using the dimensions to maintain a balanced approach
    • Avoiding isolated or siloed decision making
    • Applying the dimensions throughout the product and service lifecycle
    • Applying the dimensions to value streams
  • Organizations and People
    • Structure, roles, skills, culture, collaboration
  • Information and Technology
    • Information, technology, automation, and AI considerations
  • Partners and Suppliers
    • Sourcing and relationship management
  • Value Streams and Processes
    • Activities, controls, inputs, outputs, responsibilities
  • External Influences
    • PESTLE, regulation, market influences

The ITIL® Value System

  • Purpose of the ITIL® Value System
    • Converting opportunity and demand into value
    • Supporting value co creation
    • Coordinating organizational components and activities
  • Components of the ITIL® Value System
    • Guiding Principles
    • Governance
    • Product and service lifecycle
    • Value chain activities
    • Management practices
    • Continual improvement
    • Relationships between opportunity, demand, and value

The ITIL® Guiding Principles

  • Understanding the Guiding Principles
    • Purpose and benefits of the guiding principles
    • Application across digital product and service management
  • Focus on Value
    • Understanding stakeholder needs and aligning activities to value creation
  • Start Where You Are
    • Assessing the current state and leveraging existing capabilities
  • Progress Iteratively with Feedback
    • Delivering improvements in manageable increments and using feedback to guide decisions
  • Collaborate and Promote Visibility
    • Engaging stakeholders and maintaining transparency across activities
  • Think and Work Holistically
    • Considering the entire system, its relationships, and dependencies
  • Keep It Simple and Practical
    • Eliminating unnecessary complexity and focusing on what is essential
  • Optimize and Automate
    • Improving efficiency through optimization and appropriate use of automation
  • Applying the Guiding Principles
    • Using individually guiding principles in practical situations
    • Combining multiple guiding principles to support decision-making
    • Adapting principles to different organizational contexts

Governance

  • Governance Concepts
    • Definition and purpose of governance within the ITIL® Value System
    • Governance and organizational direction
  • Governance Activities
    • Evaluate
    • Direct
    • Monitor

The Product and Service Lifecycle

  • Product and Service Lifecycle
    • Understanding the Guiding Principles
    • Purpose and benefits of the guiding principles
    • Application across digital product and service management
  • Discover
    • Understanding stakeholder needs and opportunities
  • Design
    • Defining requirements and designing products and services
  • Acquire
    • Obtaining products, services, resources, and capabilities
  • Build
    • Developing, integrating, and validating solutions
  • Transition
    • Preparing products and services for operational use
  • Operate
    • Operating, monitoring, and maintaining products and services
  • Deliver & Support
    • Delivering value and supporting service relationships

Value Chain Activities

  • Purpose of the Value Chain
    • Supporting value creation
    • Converting demand and opportunity into value
    • Combining activities into value streams
  • Value Chain Activities
    • Plan
    • Improve
    • Engage
    • Design and Transition
    • Obtain or Build
    • Deliver and Support
  • Relationship to the ITIL® Value System
    • Value chain activities within the ITIL® Value System
    • Relationship to value streams, lifecycle activities, and management practices

ITIL® Management Practices

  • Management Practice Concepts
    • Definition and purpose of management practices
    • Practices as organizational resources
  • Practice Components
    • Organizations and people
    • Information and technology
    • Partners and suppliers
    • Value streams and processes
  • Practice Application
    • Supporting products, services, lifecycle activities, and value streams
    • Supporting consistent ways of working
    • Using official ITIL® practice guidance

Continual Improvement

  • Continual Improvement Concepts
    • Purpose of continual improvement
    • Continual improvement within the ITIL® Value System
    • Improving products, services, practices, and value streams
  • The ITIL® Continual Improvement Model
    • What is the vision? 
    • Where are we now?
    • Where do we want to be?
    • How do we get there?
    • Take action
    • Did we get there?
    • How do we keep the momentum going?
    • Taking action
    • Measuring results
    • Maintaining improvement momentum

Value Stream Mapping and Management

  • Definition and purpose of a value stream
  • Value stream activities
  • Value stream outputs and outcomes

ITIL® and Artificial Intelligence

  • Introduction to Artificial Intelligence
    • Artificial intelligence, machine learning, and generative AI
    • Automation compared with artificial intelligence
  • AI -Enabled Service Management
    • Service desks and support
    • Incident and request management
    • Monitoring and analytics
    • Knowledge management
    • Continual improvement
  • AI Across the Product and Service Lifecycle
  • AI Governance
  • Responsible AI Use
    • Risk, transparency, and accountability

ITIL® and Other Frameworks

  • ITIL® and Agile
    • Agile principles and iterative delivery
    • Complementary use of Agile and ITIL®
  • ITIL® and DevOps
    • Collaboration, automation, and continuous delivery
    • Complementary use of DevOps and ITIL®
  • ITIL® and PRINCE2
    • Project governance and service transition
    • Complementary use of PRINCE2 and ITIL®

Practical Application and Exam Preparation

  • Key exam domains and weightings
  • Sample exam format
  • Practice questions
  • Exam question analysis
  • Test taking strategies
  • Final knowledge check    

ITIL® Foundation (Version 5)

real world content

Real-World Content

Project-focused demos and labs using your tool stack and environment, not some canned "training room" lab.
expert practitioners

Expert Practitioners

Industry experts that bring their battle scars into the classroom.
experiential learning

Experiential Learning

More coding than lecture, coupled with architectural and design discussions.
fully customized

Tailored Outlines

Once-size-fits-all doesn't apply to training teams. That's where we come in!

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