ITIL® 5 Foundation

Introduction 

This course introduces participants to the key concepts of digital product and service management, establishing a shared language for effective practice throughout the organization. It provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and shows how they are used to create, deliver, and continuously improve products and services. It also explains how ITIL has evolved to support modern technologies, data-driven decisions, automation, and artificial intelligence.

Objectives

Upon completion of this course, participants will be able to:

• Understand the key concepts of digital product and service management and the co-creation of value.
• Understand the ITIL Value System and its components (guiding principles, governance, value chain, practices, and continual improvement).
• Understand the 4 Dimensions of product and service management.
• Understand the product and service lifecycle and its activities (discover, design, acquire, build, transition, operate, deliver, support).
• Learn the fundamentals of value stream mapping and value stream management.
• Understand the fundamentals of ITIL & AI and their relationship with other frameworks (DevOps, PRINCE2).

Target audience

Executives and managers in IT and business areas; product and service managers; consultants and service providers; development, operations, and support teams; and, in general, anyone interested in improving the provision and delivery of digital products and services, as well as those interested in obtaining the ITIL® Foundation (Version 5) certificate.

Prerequisites

It is recommended that participants have at least one year of professional experience in the IT sector.

Course Materials

Each participant will receive a copy of the course materials (Official Training Materials / Official Book).

Methodology

Presentation of concepts through explanatory slides.

Discussions with participants on how these concepts are applied in their organizations.

Team exercises to reinforce knowledge.

Exercises and mock exams to prepare participants to pass the official exam.

Remote training from home (when applicable).

Certifications

This course prepares participants for the official ITIL® Foundation (Version 5) exam, which is a prerequisite for higher-level certifications.

The exam is 60 minutes long, with 40 multiple choice questions (worth 1 point each), no penalties; pass mark: 26/40 (65%). It is a closed-book exam.

Candidates taking the exam in a language that is neither their native nor working language may be granted an additional 25% extra time (75 minutes).

Accreditation

An Attendance Letter for course JST 282 will be issued only to participants with an attendance above 75%.

Contents

1. Introduction to New ITIL® (Version 5) and digital product and services management
2. Key concepts and terms
3. The 4 Dimensions of Product and Service Management.
4. Product and service lifecycle
5. ITIL Value System
6. ITIL Value Chain
7. ITIL & AI and other frameworks.

JST 282