96531 - ITIL® 5 Foundation

Course Overview

What You'll Learn

ITIL® Version 5 introduces core concepts of digital product and service management, focusing on creating value through effective management, evolution with modern technologies, and a common language for organizations.

• Introduces key concepts such as value co-creation, service relationships, and the ITIL Value System.
• Aims to help candidates understand how to create, deliver, and improve digital products and services.
• Exam assesses recall and understanding; passing requires 65% (26/40 questions).
• Provides official training materials, quick reference guides, and best practice guidance.

• Product and service management
  • Define digital product and service management
  • Define product and service as a key concept of digital product and service management
  • Define digital product and digital service as a key concept of digital product and service management
  • Define the ITIL Product and Service Lifecycle as a key concept of digital product and service management
  • Define goods
• Service offering
  • Define service offering
  • Define service actions, transfer of goods, and access to resources
  • Explain service offering
  • Explain service actions, transfer of goods, and access to resources
  • Value co-creation

• Define organization, service provider, service consumer, and digital product vendor as key concepts of service relationships
• Define basic, cooperative, and collaborative (partnership) service relationship as key concepts of service relationships
• Define the service journey as a key concept of service relationships
• Define sponsor, customer, and user roles as key concepts of service relationships
• Define service quality and service level as key concepts of service relationships
• Define Service Level Agreement (SLA) as a key concept of service relationships
• Understand the role of service provider, service consumer, and digital product vendor in service relationships
• Understand the difference between basic, cooperative, and collaborative (partnership) service relationships
• Explain utility, warranty, user experience, and sustainability as key concepts of service relationships

• Components of the ITIL Value System
  • Know the components of the ITIL Value System and their role in an organization: guiding principles, governance, value chain, management practices, continual improvement
  • Explain the ITIL Value System (ITIL VS) and its purpose

• Define governance
• Explain the enabling nature and the activities of governance

• The ITIL Guiding Principles
  • Understand the 'focus on value' ITIL Guiding Principle and how it should be used
  • Understand the 'start where you are' ITIL Guiding Principle and how it should be used
  • Understand the 'progress iteratively with feedback' ITIL Guiding Principle and how it should be used
  • Understand the 'collaborate and promote visibility' ITIL Guiding Principle and how it should be used
  • Understand the 'think and work holistically' ITIL Guiding Principle and how it should be used
  • Understand the 'keep it simple and practical' ITIL Guiding Principle and how it should be used
  • Understand the 'optimize and automate' ITIL Guiding Principle and how it should be used
  • Describe the interaction of the ITIL Guiding Principles and how they work together

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

• Key concepts of value stream mapping and management
• Application of value streams
• Purpose of value stream mapping and management

• The ITIL Continual Improvement Model
  • List the steps of the ITIL Continual Improvement Model
  • Understand the steps of the ITIL Continual Improvement Model
  • Describe continual improvement within the ITIL Value System and its role in the organization

• Introduction to the ITIL Four Dimensions of Product and Service Management
• Internal factors and External factors
• Introduction to AI
• ITIL AI Governance

• ITIL and DevOps
  • Understand how ITIL and DevOps can be used together
  • Understand how ITIL and DevOps are complementary in the management of the product and service lifecycle
• ITIL and PRINCE2
  • Understand why project management is important in ITIL
  • Understand how ITIL and PRINCE2 are complementary in the management of the product and service lifecycle

• Incident management
• Service Request Management
• Service Desk
• Continual Improvement
• Problem Management
• Continual Improvement
• Change Enablement
• Service Level Management
• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and Event Management
• Release Management
• Service Configuration Management
• Deployment Management

Additional Information