Course Description

Whether you’re a professional shaping your career or an organization building digital capability, ITIL equips everyone involved in digital products and services with practical, experience-led skills to create value, strengthen resilience, and improve outcomes at scale.

ITIL® Foundation (Version 5) learning is structured to build a strong foundation in digital product and service management, teaching the core concepts and practices needed to deliver value across the full lifecycle in today’s complex, AI-enabled environments.

Fundamental Objective: To help participants understand the key concepts of service management and the ITIL (Version 5) Digital Product and Service Management Framework, fully preparing them for the certification exam.

Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Course Outline

• Module 1: Key concepts of digital product and service management
• Module 2: Service relationships
• Module 3: The ITIL Value System (ITIL VS)
• Module 4: Governance
• Module 5: ITIL Guiding Principles
• Module 6: Value chain, lifecycle activities and ITIL management practices
• Module 7: Value streams
• Module 8: Continual improvement
• Module 9: The Four Dimensions of Product and Service Management and AI
• Module 10: ITIL and other frameworks integration

Course Objectives

By the end of this course, you will be able to understand:

• Digital product and service management in ITIL (Version 5)
• Service relationships in the context of digital products and services
• The ITIL Value System (ITIL VS)
• Governance and the ITIL Guiding Principles in ITIL (Version 5)
• The ITIL Product and Service Lifecycle Model and the value chain activities
• Value streams and their management
• The ITIL Four Dimensions of Product and Service Management
• How AI affects ITIL, what AI Governance is, and how ITIL integrates with other frameworks (PRINCE2® and DEVOPS INSTITUTE®)

Exam Information

Target Audience

Designed for IT and business professionals taking their first steps in service management, as well as those familiar with earlier ITIL versions or industry practices seeking an update on Version 5.

• IT Specialist Application Development
• IT Specialist Change Management
• IT Operations Specialist
• IT Development Manager
• IT Service Operations Manager
• IT Team Leader
• Chief Digital Officer
• IT Project Manager
• Transformation Manager
• IT Service Manager
• Digital Product Manager
• Experience Manager
• Service Improvement Manager
• Service Delivery Specialists
• Product Owner
• Process Lead
• Customer Success Manager
• Service Owner
• Digital Product Designer
• Enterprise Architect
• Solution Designer
• IT Support Staff
• IT Consultants
• Business Managers
• Business Process Owners
• IT Developers
• Service Providers
• System Integrators
• DevOps Team Members