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ITIL® Foundation V5 (Exam Included)
Course Code: SM-ITILF5
ITIL® Foundation (Version 5) introduces candidates to the key concepts of digital product and service management and establishes a common language for effective practice across organizations. It provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements are used to create, deliver, and continually improve products and services. ITIL Foundation (Version 5) enables candidates to understand how value is co-created through the effective management of products and services, and how organizations apply ITIL guidance to improve performance, collaboration, and outcomes. It also explains how the ITIL framework has evolved to support modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary ways of working, while remaining adaptable to different organizational contexts and levels of maturity. *** ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved ***
This course is aimed at:
- 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
There are no specific pre-requisites however some appreciation of the ideas and principles of services may be useful.
What skills will you acquire?
- Lifecycle thinking: Embrace a 'lifecycle mindset' to make smarter decisions, anticipate changes, reduce technical debt, improve service continuity, and keep teams aligned while leaving silo mentality behind.
- Continuous improvement mindset: Build practical skills to embed continual improvement into everyday work, foster a growth mindset, and swiftly adapt to change in fast-paced digital environments.
- Collaborative, value-focused working: Strengthen collaboration across roles and teams by aligning with modern, team-based delivery and focusing on shared outcomes, transparency, end-to-end value streams, and value co-creation.
This course is designed to prepare students to take the ITIL® 5 Foundation Examination in IT Service Management. Successfully passing this exam will result in the attainment of the ITIL® 5 Foundation Certificate in IT Service Management.
Exam Prerequisite:
Note that attendance and completion of the Instructor-led ITIL® 5 Foundation course is mandatory and serves as a prerequisite before attempting the ITIL® 5 Foundation Examination.
Exam Format:
- 40 questions, multiple-choice examination
- Closed Book
- Duration: 60 minutes
- Minimum required score to pass: 65%
- Certification renewal: every 3 years
- Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.
Please Note:
The ITIL® 5 Foundation course bundle includes the ITIL® 5 Foundation examination and will be quoted and purchased together.
Modules
- Let’s Get to Know Each Other
- Course Overview
- Course Learning Objectives
- Course Structure
- Course Agenda
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL®
- The ITIL Car Rental Scenario
- Culture
- Leadership
- Service Relationships
- Organizational structure
- Skills & competencies
- Organizations, People and AI
- Value streams and processes
- Workflows in ITIL
- Optimizing workflows for complexity
- Information and technology
- Technology
- Artificial intelligence
- Data, information, and knowledge
- Partners and suppliers
- The service economy
- Service value
- Outcomes
- Costs
- Risks
- Digital services and digital products
- Service relationships
- Service relationship roles
- Roles representing a service consumer organization
- Types of service relationships
- Service journey
- Service quality
- Service level agreements
- The ITIL Product and Service Lifecycle and lifecycle management activities
- Discover: Introduction to the ‘discover’ activity
- How the ‘discover’ activity is performed
- Design: Introduction to the ‘design’ activity
- Human-centred design
- How the ‘design’ activity is performed
- Acquire: Introduction to the ‘acquire’ activity
- How the ‘acquire’ activity is performed
- Build: Introduction to the ‘build’ activity
- How the ‘build’ activity is performed
- Transition: Introduction to the ‘transition’ activity
- How the ‘transition’ activity is performed
- Operate: Introduction to the ‘Operate’ activity
- How the ‘Operate’ activity is performed
- Support: Introduction to the ‘Support’ activity
- How the ‘Support’ activity is performed
- Introduction to the ITIL Value System
- The ITIL Guiding Principles
- Focus on value
- Who is the service consumer?
- Applying the principle
- Start where you are
- The influence of measurement
- Progress iteratively with feedback
- The role of feedback
- Combining iteration and feedback
- Applying the principle
- Collaborate and promote visibility
- Whom to collaborate with
- Increasing visibility
- Applying the principle
- Think and work holistically
- Applying the principle
- Keep it simple and practical
- Conflicting objectives
- Applying the principle
- Optimize and automate
- The road to optimization
- Using automation and AI
- Applying the principle
- Principles interaction
- Governance: Governing bodies and governance
- Governance patterns
- Governance in the ITIL VS
- Value chain: Operating models and value chains
- The value chain patterns
- Internal IT organizations
- Commercial product vendors and service providers
- Summary of the value chain patterns
- Practices: ITIL Official Practice Guides
- Continual improvement: ITIL Continual Improvement Model
- Step 1: What is the vision?
- Step 2: Where are we now?
- Step 3: Where do we want to be?
- Step 4: How do we get there?
- Step 5: Take action
- Step 6: Are we getting there?
- Step 7: How do we keep the improvements relevant?
- Why value streams
- Value streams of digital organizations
- Value stream mapping
- Value stream management
- Improving organizations
- Designing a value system
- Evaluating and improving a value system
- Improving value for stakeholders
- The Problem Management Practice
- Improving professional capabilities
- Professional development
- Beyond ITIL