ITIL Version 5 – Foundation

• Duration: 3 days

The global best practice framework for digital product and service management. Build a strong foundation in digital product and service management. Learn the core concepts and practices needed to deliver value across the full lifecycle in today’s complex, AI-enabled environments.

• ITIL is the most widely adopted framework for managing technology-based services and creating value for stakeholders.
• ITIL has evolved beyond IT service management into a best-practice framework for digital product and service management.

Delve into the core ITIL principles and practices. Future-proof your career with in-demand skills and reach attractive roles spanning product, service, experience, strategy and transformation.

What are the skills covered

• Understand the key concepts of digital product and service management
• Understand service relationships
• Understand the ITIL Four Dimensions of Product and Service Management
• Understand the ITIL Value System (ITIL VS)
• Understand how the ITIL Guiding Principles can help an organization adopt and adapt service management
• Understand the ITIL Product and Service Lifecycle Model and the value chain activities
• Understand ITIL Management Practices
• Understand the benefits of value stream mapping and management
• Understand how AI affects ITIL, what is AI Governance, and how ITIL interacts with other frameworks (PRINCE2® and DevOps)

Who should attend this course

The target audience for this course and qualification are:

• Individuals at the start of their journey in Service Management ITSM Managers and aspiring ITSM Managers
• Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge

Course Curriculum

Module 1: Key concepts of digital product and service management

• define digital product and service management and its purpose
• define product, service, digital product, and digital service as key concepts
• define the ITIL Product and Service Lifecycle as a core concept of digital product and service management
• define service offerings and service interactions
• explain how service offerings and service interactions support service consumption
• define value, value co-creation, cost, and risk in service management
• understand the difference between outputs and outcomes.

Module 2: Service relationships

• explain how utility, warranty, user experience, and sustainability contribute to value co-creation
• define key service relationship concepts, including service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level Agreement (SLA)
• define basic, cooperative, and collaborative service relationships
• understand the differences between service providers, service consumers, and digital product vendors
• understand the differences between basic, cooperative, and collaborative service relationships.

Module 3: The ITIL Value System (ITIL VS)

• know the components of the ITIL Value System and their role in an organization, including guiding principles, governance, the value chain, management practices, and continual improvement
• explain the ITIL Value System and its purpose in enabling value co-creation through products and services.

Module 4: Governance

• define governance and its role in directing and controlling an organization
• explain the enabling nature of governance and the key activities through which governance supports value co-creation.

Module 5: ITIL Guiding Principles

• explain how feedback contributes to value co-creation
• explain how the ITIL Guiding Principles should be applied in different contexts
• describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.

Module 6: Value chain and ITIL management practices

• identify the purpose of each ITIL Product and Service Lifecycle activity within the value chain
• recall key terms and definitions related to value chain activities
• explain how value chain activities are supported by management practices to enable value creation
• understand the role of management practices within the ITIL Value System
• explain the structure and benefits of the Official ITIL Practice Guides.

Module 7: Value streams, mapping and management

• know the purpose and key concepts of value stream mapping and management
• understand the relationship between digital value stream mapping and value stream management.

Module 8: Continual improvement

• describe continual improvement within the ITIL Value System and its role in organizations
• understand the steps of the ITIL Continual Improvement Model.

Module 9: The Four Dimensions of Product and Service Management

• explain the ITIL Four Dimensions of Product and Service management and their importance in a holistic approach
• understand how AI can assist in the product and service development lifecycle
• understand the ITIL AI Capability Model.

Module 10: ITIL and other frameworks integration

• understand how ITIL and DevOps complement each other across the product and service lifecycle
• recognize how ITIL practices can effectively collaborate with DevOps ways of working
• understand why project management is important when applying ITIL practices
• understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile to deliver products and services effectively.