(Online Delivery) ITIL (Version 5) Foundation Course - Includes Exam, 4 Half Day Format

ITIL (Version 5) Foundation: Course at a Glance

Explore the core ITIL principles and practices. Develop practical skills that support roles across product, service, experience, strategy, and transformation.

Best for:	Individuals and teams starting their ITIL journey or building a shared understanding of digital product and service management.
Duration:	18 hours of instructor-led education.
Delivery:	Live virtual public classes; private corporate training virtually or on-site.
Prerequisites:	No prior ITIL certification required. Pre-class reading strongly recommended.
Exam included:	Yes. Exam voucher and official digital eBook included.
Exam format:	40 questions, 60 minutes, closed book. Passing score: 65%.
Experience:	Practical examples, discussions, interactive exercises, study aids, and exam preparation.
After class:	Personal Action Plan and lifetime Learner Portal access.

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. The new ITIL represents an evolution from traditional IT management to digital product and service management and unifies these approaches into a single lifecycle.

ITIL Foundation 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 18-hour 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. 

Audience: ITIL Foundation training is essential for individuals working in organizations committed to managing digital products, services, customer experience, and end-to-end digital operations. This includes IT service management (ITSM) and IT operations professionals, service managers, product managers, customer experience (CX) and user experience (UX) leaders, internal technical teams, digital delivery teams, enterprise leaders and transformation teams, and managed service providers. This course is also mandatory for individuals planning to certify in advanced ITIL (Version 5) classes.

Course / Student Materials:

• Access to a post-class learning platform that extends the classroom experience with online content and tools
• Digital learner manual (excellent post-class reference)
• ITIL (Version 5) Foundation Reference Card
• ITIL Product and Service Lifecycle Reference Guide
• Research Paper - WhatIs? ITIL (Version 5)
• Learner Personal Action Plan
• Memory exercises, study aids, and sample exams
• Instructor-led education and exercise facilitation
• GAME ON! An Interactive Learning Experience^®
• Participation in unique in-class assignments 
• In-class exam preparation
• Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)
• PeopleCert Plus Annual Membership (optional)

Course Objectives: The learning objectives of ITIL Foundation include an understanding of:

• Key concepts of digital product and service management
• How value is co-created with consumers and partners
• The ITIL Product and Service Lifecycle Model
• The ITIL Value System
• Operating models, value chains, and value streams
• The Four Dimensions of Product and Service Management
• The role of ITIL practices
• The ITIL Guiding Principles

Prerequisites: 

• Complete pre-class reading assignment
• Familiarity with some aspect of IT management, product management, service management, or experience management is recommended.

Certification: Learners earn their ITIL (Version 5) Foundation certificate by achieving a passing score (65%) on a 60-minute, 40-question closed-book examination. 

Professional Education Hours: Individuals attending this class will earn 18 professional education hours (e.g., CPDs, PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates with PeopleCert Plus Annual Membership can log continuous professional development (CPD) points against their certificate in PeopleCert's Continuing Professional Development (CPD) program to satisfy the program’s renewal requirements.

ITIL^® (Version 5) Foundation Certification Course Outline

ITIL (Version 5) Foundation introduces the core principles of modern service management and digital product and service management (DPSM). Learners build a practical understanding of how services, products, value streams, governance, continual improvement, and AI governance fit together to improve outcomes and customer experience across technology and business teams.

This course outline covers key ITIL terms, the four dimensions, the product and service lifecycle, the ITIL value system, value stream identification and mapping, and how ITIL connects to DevOps and PRINCE2.

Module 1: Key ITIL Terms and Definitions

• Product and Service Management
• Experience, Strategy, and Transformation
• Service Offerings
• Value Co-Creation
• Service Relationships

Module 2: ITIL Four Dimensions of Product and Service Management

• Introduction to the ITIL Four Dimensions
• Internal and External Factors

Module 3: ITIL Product and Service Lifecycle

• Introduction to the ITIL Product and Service Lifecycle
• Purpose and Scope of Lifecycle Activities

Module 4: ITIL Value System

• Components of the ITIL Value System
• ITIL Guiding Principles
• Governance
• Value Chain
• Management Practices
• ITIL Continual Improvement Model

Module 5: Value Stream Identification, Mapping, and Management

• Key Concepts of Value Stream Mapping and Management
• Application of Value Streams
• Purpose of Value Stream Mapping

Module 6: ITIL and Artificial Intelligence

• Introduction to Artificial Intelligence
• ITIL AI Governance

Module 7: ITIL and Other Frameworks

• ITIL and DevOps
• ITIL and PRINCE2