ITIL® Foundation Training (Version 5)

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Description

This ITIL® Foundation (Version 5) certification class is the first course in the ITIL (Version 5) certification scheme and is a prerequisite for all other ITIL courses. This course provides the key concepts of digital product and service management and establishes a common language for effective practice across organizations.

Digital technology and digital transformation have, and are, causing a fundamental shift in how organizations create value. This shift goes beyond modernizing IT to changing how products and services are designed, delivered, and continually improved. ITIL (Version 5) represents an evolution from traditional IT management to digital product and service management and unifies these approaches into a single lifecycle.

ITIL Foundation (Version 5) provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements support a focus on value, outcomes, and experience.

This 3-day certification course enables learners 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, outcomes, and experience. It also provides learners with insights into how they can improve their work and the work of their organization with ITIL guidance.

Pre-requisites

Familiarity with some aspects of IT management, product management, service management, or experience management is recommended.

Who Should Attend?

ITIL Foundation (Version 5) training is essential for individuals working in organizations committed to managing digital products, services, customer experience, and end-to-end digital operations. This includes ITSM and IT operations professionals, service managers, product managers, CX leaders, internal technical teams, digital delivery teams, enterprise leaders and transformation teams, and managed service providers.

This course is also mandatory for individuals planning on certifying in advanced ITIL framework classes.

Course Objectives

• Key concepts of digital product and service management
• The ITIL product and service lifecycle model
• The ITIL value chain
• The ITIL Management Practices
• How value is co-created with consumers and partners
• The ITIL value system
• The four dimensions of Product and Service Management
• The ITIL guiding principles

Certification Examination Format

• 40 multiple-choice questions
• 26 out of 40 need to be correct to pass (65%)
• 60 minutes
• Closed book.

What is ITIL?

ITIL® is a registered trademark of AXELOS Limited, used under the permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved.

Course Agenda

Module 1: Key Concepts of Digital Product and Service Management The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.

• Product and service management
• Service offerings
• Value co-creation
• Key ITIL Concepts & Definitions

Module 2: Service Relationships

• Value co-creation
• Service relationships

Module 3: The ITIL Value System (ITIL VS)

• Components of the ITIL Value System
• Explain the ITIL Value System (ITIL VS) and its purpose in enabling value co-creation through products and services.

MODULE 4: Governance

• Define governance and its role in directing and controlling an organization
• Explain the enabling nature and the activities of governance

MODULE 5: The ITIL Guiding Principles

• Value co-creation: Explain how feedback contributes to value co-creation
• Explain the ITIL Guiding Principles
• Explain how the ITIL Guiding Principles should be applied in different contexts
• Describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.

MODULE 6: Value Chain and ITIL Management Practices

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

MODULE 7: Value Streams: Mapping and Management

• Key concepts of value stream mapping and management
• Application of value streams
• Purpose of value stream mapping and management
• Understand the relationship between digital value stream mapping and value stream management.

MODULE 8: Continual Improvement

• 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
• ITIL and PRINCE2

FAQs

What is ITIL used for?
ITIL helps organizations manage and improve how digital products and services are created, delivered, supported, and enhanced. By applying ITIL practices, teams can work more effectively, align strategy with operations, strengthen digital experiences, and continually improve outcomes.

Q1. What is ITIL 5?
A.ITIL 5 is the modern evolution of the ITIL framework, designed for today’s digital and AI‑enabled organizations. It provides integrated guidance for managing digital products and services across their entire lifecycle, with a strong emphasis on user experience, agility, and value co‑creation.

Q2. How should I prepare for this course?
A.Before the course begins, you will receive preparation materials to help familiarize you with key concepts and support your learning and exam readiness.

Q3. Can I take the ITIL exam without training?
A.Although you can take the exam through self-study, preparing with formal coursework is strongly recommended.

Q4. When do I receive materials for instructor led training?
A.You will receive the necessary pre course documents electronically ahead of your scheduled training date so that you can review the key topics in advance.

Q5. How do I earn the ITIL 5 Foundation certification?
A.To earn the ITIL 5 Foundation certification, you must complete the official ITIL 5 Foundation exam. The exam is closed book, consists of 40 multiples choice questions, is 60 minutes long, and requires a passing score of 26 out of 40 (65%).

Q6. How does ITIL certification benefit my career?
A.ITIL certification benefits your career by enhancing your knowledge of IT service management, improving your ability to manage and optimize IT services, and increasing your value to employers. It also boosts your credentials, making you a more competitive candidate for promotions and higher-paying roles.

Q7. What jobs can I get with ITIL certification?
A.ITIL certification qualifies you for roles focused on IT service management, improving efficiency, and aligning IT services with business needs. Common jobs include Service Delivery Manager, IT Support Analyst, Change Manager, Incident Manager, and IT Project Manager, with positions ranging from entry-level help desk to IT Director.

Q8. How does an ITIL Foundation certification affect my salary?
A.The expected salary range after completing ITIL (Information Technology Infrastructure Library) certification varies significantly based on the level of certification (Foundation, Managing Professional, Master), years of experience, location, and specific job role. The expected salary range for professionals after completing ITIL certification generally falls between $75,000 and $130,000 per year.

Inclusions

• Certification Exam voucher with free retake (2 attempts)
• 3 Day Certified Instructor-led training
• Official Training Seminar Student Handbook
• Real-world learning activities and scenarios
• Enjoy job placement assistance for the first 12 months after course completion.
• This course is eligible for CCS Learning Academy’s Learn and Earn Program: get a tuition fee refund of up to 50% if you are placed in a job through CCS Global Tech’s Placement Division*
• Government and Private pricing are available. *