ITIL® (Version 5) Foundation

Course Duration

3 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

No prerequisites required. This is the entry-level course in the ITIL (Version 5) certification scheme.

Course Description

The ITIL® (Version 5) Foundation course is the entry point into the updated ITIL certification scheme and a prerequisite for all advanced ITIL (Version 5) courses. It provides the key concepts of digital product and service management and establishes a common language for effective practice across organizations. ITIL (Version 5) represents an evolution from traditional IT management to digital product and service management, unifying these approaches into a single lifecycle. This course 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 in a rapidly changing digital environment.

Learning Objectives

• Understand key concepts of digital product and service management.
• Explain how value is co-created with consumers and partners.
• Describe the ITIL Product and Service Lifecycle model.
• Understand the ITIL Value System and its components.
• Apply the ITIL Guiding Principles in context.
• Understand the Four Dimensions of Product and Service Management.
• Identify key ITIL Management Practices and their purpose.
• Prepare for and pass the ITIL (Version 5) Foundation certification exam.

Course Outline

Module 1: Key ITIL Concepts

• Product and service management
• Service offerings
• Value co-creation
• Key ITIL concepts and definitions

Module 2: Service Relationships

• Value co-creation in service relationships
• Types of service relationships

Module 3: The ITIL Value System

• Components of the ITIL Value System
• Purpose and role of the ITIL Value System in enabling value co-creation

Module 4: Governance

• Governance and its role in directing and controlling an organization
• Enabling nature and activities of governance

Module 5: The ITIL Guiding Principles

• The ITIL Guiding Principles and their application
• How feedback contributes to value co-creation
• How Guiding Principles interact to support effective decision-making

Module 6: Value Chain and ITIL Management Practices

• Introduction to the ITIL Product and Service Lifecycle
• Purpose and scope of lifecycle activities
• Value chain and management practices overview

Module 7: Value Streams — Mapping and Management

• Key concepts of value stream mapping and management
• Application of value streams in digital environments
• Relationship between digital value stream mapping and value stream management

Module 8: Continual Improvement

• The ITIL Continual Improvement Model
• Steps of the Continual Improvement Model
• Continual improvement within the ITIL Value System

Module 9: The Four Dimensions of Product and Service Management

• Introduction to the Four Dimensions
• Internal and external factors
• Introduction to AI and ITIL AI Governance

Module 10: ITIL and Other Frameworks

• ITIL and DevOps
• ITIL and PRINCE2