ITIL (Version 5) Foundation

About this Course

This ITIL^® (Version 5) Foundation certification class is the first course in the ITIL (Version 5) qualification scheme and is a prerequisite for all other ITIL courses¹. This course provides the key concepts of digital product and service management (DPSM) and establishes a common language for effective practice across organizations.

Digital technology and digital transformation have, and are, causing a fundamental shift in how organizations create value. This shift goes beyond modernizing IT to changing how products and services are designed, delivered, and continually improved. ITIL (Version 5) represents an evolution from traditional IT management to digital product and service management and unifies these approaches into a single lifecycle.

ITIL (Version 5) Foundation provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements support a focus on value, outcomes, and experience.

This 16-hour certification course enables learners to understand how value is co-created through the effective management of products and services, and how organizations apply ITIL guidance to improve performance, collaboration, outcomes, and experience. It also provides learners with insights into how they can improve their work and the work of their organization with ITIL guidance.

Memory exercises, study aids, and games are also included to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include: fill-in-the-blank, matching, and exam prep questions, along with a “just-for-fun” crossword puzzle. Some are completed as interactive in-class exercises, and some are utilized as homework.

Audience Profile

ITIL (Version 5) Foundation training is essential for individuals working in organizations committed to managing digital products, services, customer experience, and end-to-end digital operations. This includes IT service management (ITSM) and IT operations professionals, service managers, product managers, customer experience (CX) and user experience (UX) leaders, internal technical teams, digital delivery teams, enterprise leaders and transformation teams, and managed service providers. This course is also mandatory for individuals planning on certifying in advanced ITIL (Version 5) classes.

At Course Completion

By the end of the ITIL (Version 5) Foundation course, you’ll be able to apply a modern, digital-first service and product management mindset to co-create value, improve collaboration and outcomes across teams, and confidently earn your ITIL (Version 5) Foundation certification.

Outline

Course Objectives: The learning objectives of ITIL (Version 5) Foundation include an understanding of:

• Key concepts of digital product and service management
• How value is co-created with consumers and partners
• The ITIL Product and Service Lifecycle Model
• The ITIL Value System
• Operating models, value chains, and value streams
• The Four Dimensions of Product and Service Management
• The role of ITIL practices
• The ITIL Guiding Principles

Prerequisites

• Complete pre-class reading assignment
• Familiarity with some aspect of IT management, product management, service management, or experience management is recommended.
• Attend accredited training course (mandatory)