96532 - ITIL® 5 Foundation Bridge

Module 0:  What’s New in ITIL Version 5 Foundation

• Expanded Scope

  • From IT Service Management to Digital Product & Service Management (DPSM)

  • Covers the full lifecycle of digital products and services

  • Enterprise-wide application (beyond IT)

• Unified Lifecycle Model

  • New ITIL Product & Service Lifecycle Model

  • Activities:  Discover>Acquire>Build>Transition>Operate>Deliver>Support

  • Flexible, modular value chain structure

• Governance & Value Modernized

  • Governance now includes stakeholder engagement

  • Sustainability added as a service quality characteristic

• AI Integrated

  • Introduction of the ITIL AI Capability Model

  • AI embedded in principles and the Information & Technology dimension

• Practices & Value Chain Refined

  • 34 practices retained, regrouped

  • Service Value Chain becomes broader ITIL Value Chain

  • Clearer modular alignment across lifecycle activities

Module 1: Key concepts of digital product and service management

This section defines essential terms like digital products, services, and their lifecycle, emphasizing value co-creation, utility, warranty, user experience, and sustainability. ​

• Product and service management

  • Define service, product, 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

• Service offering

  • Define service offering, service actions, transfer of goods, and access to resources

  • Explain service offering, service actions, transfer of good and access to resources

  • Value co-creation

Module 2: Service relationships

• 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

Module 3: The ITIL Value System (ITIL VS)

• 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

Module 4: Governance

• Define governance

• Explain the enabling nature and the activities of governance 

Module 5: ITIL Guiding Principles

• The ITIL Guiding Principles

  • Describe the interaction of the ITIL Guiding Principles and how they work together

Module 6: Value chain and ITIL® management practices

• Introduction to ITIL Product and Service Lifecycle

• Purpose of the ITIL Product and Service Lifecycle management activities

• Value chain

• Management practices

Module 7: Value streams: mapping and management

• Key concepts of value stream mapping and management

• Purpose of value stream mapping and management

Module 8: Continual improvement

• 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 

Module 9: The Four Dimensions of Product and Service Management

• Introduction to the ITIL Four Dimensions of Product and Service Management

• Internal factors and External factors

• Introduction to AI

• ITIL AI Governance

Module 10: ITIL and other frameworks integration

• 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

Module 11:  Exam Preparation