ITIL® 5 Foundation – Including Exam

Duration: 2 Days

Course Overview

This ITIL® 5 Foundation Training course is designed for professionals who want to adopt modern ITIL guidance to improve digital product and service management. You will gain the knowledge needed to pass the ITIL 5 Foundation certification exam and learn how the ITIL Value System, Product and Service Lifecycle, and Four Dimensions work together as an end‑to‑end digital operating model.

In this course, you will explore value co‑creation, service relationships, lifecycle activities, and the ITIL guiding principles that support flexible, holistic, and continually improving ways of working. You will also examine value streams and management practises, identify opportunities to enhance organisational capabilities using ITIL guidance, and understand how ITIL supports alignment between IT and business objectives

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

On-line from
your chosen location

At our dedicated
training facility

On-site at
your premises

Target Audience

This course is suitable for:
Anyone providing a digital product or service to customers
Business professionals at all levels
Service managers, product owners, and team leads
Customers and users involved in the delivery or consumption of digital products or services
Anyone aiming to adopt or understand ITIL-based service management practices

COURSE OBJECTIVES

In this ITIL 5 Foundation course, you will learn the following:

• The ITIL 5 end-to-end IT/digital operating model
• How to use the ITIL 5 model to create, deliver, and continuously improve tech-enabled products and services
• The impact of technology and IT teams in a broader business strategy
• Prepare for and pass the ITIL 5 Foundation certification exam
• Identify opportunities to develop IT practises using ITIL guidelines
• Interact with IT teams using ITIL 5 terminology and concepts
• Explore the service value chain and IT service management practises
• Recognise the importance of IT and business integration
• Continue learning and face new challenges with after-course one-on-one instructor coaching

Course Content

Module 1: Key ITIL Concepts & Definitions

• Digital products and services
• Product and Service Lifecycle activities
• Value, outcomes, costs, risks, utility, warranty, sustainability, experience
• Service relationships, service offerings, service actions, interactions, journeys
• Roles: provider, consumer, customer, user, sponsor

Module 2: The ITIL Four Dimensions

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Internal and external influencing factors

Module 3: The ITIL Product & Service Lifecycle

• Purpose of the lifecycle
• Discover, design, acquire, build, transition, operate, deliver, support
• Iterative, non‑linear use of lifecycle activities

Module 4: The ITIL Value System (ITIL VS)

• Guiding principles
• Governance
• Value chain
• Management practises
• Continual improvement

Module 5: The ITIL Guiding Principles

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimise and automate

Module 6: Governance

• Purpose of governance
• Governance activities: evaluate, direct, monitor

Module 7: Value Chain Activities

• Value chain definition and purpose
• Key activity success metrics
• Concepts such as incidents, events, problems, errors, reliability, observability, CI/CD, service requests
• Operating models

Module 8: Management Practises

• Purpose and structure of ITIL management practises
• Practise groups and their organisational role
• Metrics and critical success factors

Module 9: Continual Improvement

• Continual Improvement Model (seven steps)
• Role of continual improvement in the value system

Module 10: Value Streams

• Core and enabling value streams
• Value stream mapping and management
• Elements of a value stream map
• Complexity thinking and workflow optimisation

Module 11: ITIL & AI

• AI, GenAI, Agentic AI, AI maturity
• AI support across lifecycle activities
• AI use within value chain activities
• AI governance and capability model
• Module 12: ITIL & Other Frameworks
• ITIL and DevOps
• ITIL and PRINCE2

Module 12: ITIL & Other Frameworks

• ITIL and DevOps
• ITIL and PRINCE2

COURSE PREREQUISITES

There are no prerequisites to join this course

TEST CERTIFICATION

To earn this certification, you must:
• Sit for the ITIL 5 Foundation exam via PeopleCert®’s online proctoring service
• 26/40 correct multiple choice questions (65%)

You will receive a full set of course notes
and all supporting materials for your course.

Hard Copy Delivered to your premises or Downloaded to a chosen device.