ITIL Foundation (Version 5)
About This Course
This is a 3-day course which offers a practical, working knowledge of modern IT service management using the ITIL® Foundation (Version 5) framework. It introduces the essential concepts, guiding principles and management practices required to design, deliver and continuously improve digital products and services across their entire lifecycle.
The course covers the ITIL Value System, value chain activities, the Four Dimensions of Product and Service Management, the ITIL Guiding Principles, the governance of digital technology, value stream mapping and business process re-engineering, and selected management practices including Incident Management, Problem Management, Change Control, Service Desk and Service Request Management. It also covers artificial intelligence in digital service management and what ITIL AI governance requires of organisations adopting it. Blending established service management discipline with modern approaches such as DevOps, the course prepares participants to drive business value in any organisation. Upon completion, participants will be well prepared to sit the ITIL® Foundation (Version 5) certification examination administered by PeopleCert.
This course is funded under Tier 1 - Cat A - Non-WSQ (Emerging Skills). Two emerging skills, Product Management and Business Process Re-Engineering, are mapped across the eleven learning outcomes, covering every outcome and all 1,230 facilitated minutes. The mapping is set out in the Mapped Emerging Skills table below.
What You'll Learn
• LO2: Describe the service journey, relationship types and roles, and explain how service level targets and the Service Level Agreement are used to review product and service performance against agreed targets.
• LO3: Apply the PESTLE framework to analyse how internal and external factors influence the ITIL Four Dimensions of Product and Service Management.
• LO4: Identify the ITIL Value System's five components and explain how they enable product management to co-create value and interface with other organisations.
• LO5: Define governance and its evaluate, direct and monitor activities, and analyse how governance directs product and service management through the ITIL Value System.
• LO6: Apply the seven ITIL Guiding Principles to a given organisational context to support decision-making and to guide business process re-engineering.
• LO7: Apply value stream mapping and business process re-engineering to identify opportunities to streamline and automate activities within core and enabling value streams.
• LO8: Explain artificial intelligence and AI maturity across the ITIL Product and Service Lifecycle, and describe how AI automates and streamlines service activities within ITIL AI governance.
• LO9: Explain the purpose of the ITIL Product and Service Lifecycle activities, and analyse the key ITIL management practices as the business processes and workflows that deliver the value chain.
• LO10: Apply the seven steps of the ITIL Continual Improvement Model to identify opportunities to streamline activities and optimise the cost and effectiveness of a given service.
• LO11: Explain how ITIL is used with DevOps and PRINCE2 to automate and streamline delivery across the product and service lifecycle
Entry Requirements
There are no formal academic prerequisites. Participants should have basic workplace familiarity with IT services or digital products, and should be comfortable reading and writing in English at a working professional level.