ITIL® 5 Foundation Certification

ITIL® 5 Foundation Certification Outline

Module 1: Key Concepts of Digital Product and Service Management 

• Product and Service Management 

• Digital Product and Service Management 

• Product, Service as a Key Concept of Digital Product and Service Management 

• Digital Product, Digital Service as a Key Concept of Digital Product and Service Management 

• ITIL Product and Service Lifecycle as a Key Concept of Digital Product and Service Management 

• Service Offerings 

• Service Offering and Service Interactions 

• Service Offering and Service Interactions 

• Service Actions, Transfer of Goods, Access to Resources 

• Value Co-Creation 

• Value and Value Co-Creation 

• Cost and Risk 

• Output and Outcome 

• Understand the Difference Between Output and Outcome 

• How Value Contributes to Value Co-Creation? 

• How Outcomes, Costs, Risks Contribute to Value Co-Creation? 

Module 2: Service Relationships 

• Value Co-Creation 

• How Utility, Warranty, User Experience, Sustainability Contributes to Value Co-Creation? 

• Service Relationships 

Module 3: The ITIL Value System (ITIL VS) 

• Components of the ITIL Value System 

• Components of the ITIL Value System and their Role in an Organization: Guiding Principles, Governance, Value Chain, Management Practices, Continual Improvement 

• ITIL Value System (ITIL VS) and its purpose 

Module 4: Governance 

• Governance 

• Define Governance 

• Enabling Nature and the Activities of Governance 

Module 5: ITIL Guiding Principles 

• Value Co-Creation 

• Explain how Feedback Contributes to Value Co-Creation 

• ITIL Guiding Principles 

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 

Module 8: Continual Improvement 

• 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 Organisation  

Module 9: 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