Programme Overview
This instructor-led course follows the official ITIL® Foundation (Version 5) syllabus and training materials. It combines short lectures, group discussion, scenario-based activities, knowledge checks, and exam practice. ITIL (Version 5) is the latest evolution of the ITIL framework, designed for modern digital organisations where service, products, experience, automation and AI play a central role in how value is created. It retains proven best practice but is refreshed for today’s technology and business environments.
Who Should Attend
This course is suitable for anyone working in IT with an interest in Service Management. It is equally applicable to those who wish to apply ITIL ‘Best Practice’ principles across an enterprise.
Exam and Take2 resit
Your course includes the official ITIL (Version 5) Foundation exam plus a free Take2resit should you need it
Key Learning Outcomes
- Key digital product & service management concepts
- Service relationships and value co-creation
- ITIL - Four Dimensions of Product & ServiceManagement
- ITIL Value System & governance principles
- Value streams, lifecycle and improvement models
- Core ITIL management practices
- Integration with modern frameworks (e.g., Agile,DevOps)
- How AI impacts governance and operational decisions
Course Content
Module 1: Key concepts of digital product and service management
- Digital product & service management: product, service, digital product, digital service
- Service offerings and service interactions (service actions, transfer of goods, access to resources)
- Value and value co-creation: outcomes, costs, risks; outputs vs outcomes
- Utility, warranty, user experience (UX) and sustainability
- Feedback as an input to improvement
Module 2: Service relationships
- Key roles and responsibilities: organization, service provider, service consumer, digital product vendor
- Sponsor, customer and user roles
- Service relationships (basic, cooperative, collaborative)
- Service journey, service quality, service levels and service level agreements (SLAs)
Module 3: The ITIL Value System (ITIL VS)
- Purpose of the ITIL Value System and how it supports value creation
- Core components: guiding principles, governance, value chain, management practices, continual improvement
- How the ITIL VS connects strategy, delivery, operations, and improvement
Module 4: Governance
- What governance is and why it matters for digital product and service management
- Governance activities: evaluate, direct, and monitor
- Enabling governance (rather than “controlling by exception”) in modern digital environments
Module 5: ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Using principles together and balancing trade-offs
Module 6: Value chain and ITIL management practices
- The ITIL Product and Service Lifecycle activities: discover, design, acquire, build, transition, operate, deliver, support
- How lifecycle activities relate to value chain flow and success metrics
- Key terms used across the lifecycle (e.g., incidents/events, releases/testing, CI/CD, reliability and observability)
- Management practices: purpose, practice groups, and how practices enable value creation
- How to use ITIL Practice Guides, metrics, and critical success factors (CSFs)
Module 7: Value streams – identification, mapping and management
- Value stream concepts: value stream, core value stream, enabling value stream
- Value stream mapping: identify, map the “as-is”, analyse, design the “to-be”, plan improvements
- Value stream management: sustaining flow, measurement, and continuous optimisation
- Complexity thinking and why value streams change over time
Module 8: Continual improvement
- The ITIL Continual Improvement Model (steps and how to use them)
- Embedding continual improvement into everyday work
- Using measurement and feedback loops to keep improvements relevant
Module 9: The Four Dimensions of Product and Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External factors (PESTLE) and applying a holistic, balanced approach
Module 10: ITIL, AI, and integration with other frameworks
- How AI and automation affect digital product and service management
- AI governance fundamentals and why responsible AI matters
- How ITIL complements DevOps across the lifecycle
- Why project management matters in ITIL, and how ITIL aligns with PRINCE2 / PRINCE2 Agile
- Exam preparation and practice
Exam preparation and practice
- Exam format and question styles (standard, missing word(s), list, and occasional negative questions)
- Timed practice with sample questions and review of rationales
- Revision checklist aligned to syllabus weightings
