ITIL® Foundation (Version 5) Certification Course

Module 1: Digital Product and Service Management Concepts

• Fundamentals of digital products and services.
• Service management concepts.
• Value creation and delivery.
• Continual improvement principles.

Module 2: Value Co-Creation

• Service relationships and stakeholder collaboration.
• Outcomes, costs, and risks.
• Experience and sustainability considerations.
• Co-creating value across the organization.

Module 3: Four Dimensions of Product and Service Management

• Organizations and People.
• Information and Technology.
• Partners and Suppliers.
• Value Streams and Processes.

Module 4: ITIL Value System

• ITIL Guiding Principles.
• Governance concepts.
• Service Value Chain.
• Continual Improvement Model.

Module 5: Product and Service Lifecycle

• Discovery and strategy.
• Design and transition.
• Delivery and support.
• Operation and optimization.
• End-to-end lifecycle management.

Module 6: ITIL Management Practices

• Incident Management.
• Problem Management.
• Change Enablement.
• Service Request Management.
• Service Level Management.
• Information Security Management.
• Monitoring and Event Management.
• Continual Improvement.

Module 7: Value Stream Mapping and Management

• Identifying value streams.
• Mapping workflows and activities.
• Improving flow efficiency.
• Measuring and optimizing outcomes.

Training Eligibility

• There are no mandatory prerequisites to attend the ITIL Foundation (Version 5) training program.
• Anyone interested in digital product management, IT service management, and business transformation can enroll.

Certification Requirement

• No prior ITIL or IT Service Management experience is required to take the ITIL Foundation (Version 5) examination.