ITIL® v5 Foundation Bridge eLearning

Objectives

Students who complete this Exam Bundle will have learned:

• The core concepts of digital product and service management and the common language used across ITIL® v5, including products, services, value co-creation, service relationships, and continual improvement.
• How the ITIL® Product and Service Lifecycle works, covering the eight activities — Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support — and how they can be applied iteratively rather than sequentially.
• The ITIL® Four Dimensions of Product and Service Management and the external PESTLE factors that influence them.
• The structure and components of the ITIL® Value System — Guiding Principles, Governance, Value Chain, Management Practices, and Continual Improvement — and how they interconnect to create value.
• How to understand and apply the 7 ITIL® Guiding Principles and describe how they interact with one another.
• The steps of the ITIL® Continual Improvement Model and how to apply them within the ITIL® Value System.
• Key concepts of value stream identification, mapping, and management, including core and enabling value streams and complexity thinking.
• How Artificial Intelligence (AI), including GenAI and Agentic AI, can be leveraged throughout the product and service lifecycle, and the fundamentals of ITIL® AI Governance and the ITIL® AI Capability Model.
• How ITIL® v5 complements other frameworks such as DevOps and PRINCE2 in the product and service development lifecycle.

Who it is aimed at

• Individuals at the start of their journey in digital product and service management, with no prerequisites required.
• ITSM Managers and aspiring ITSM Managers working in digital and AI-enabled organizations.
• Professionals in digital product teams, development, operations, or transformation roles that interface with service delivery.
• Existing ITIL® 4 qualification holders wishing to update their knowledge to ITIL® v5 via the Foundation Bridge route.
• Enterprises, managed service providers, digital product vendors, and professionals seeking a recognized best-practice foundation for digital service management.

Contents

1. Key ITIL Terms and Definitions (30% of exam)

• Digital product and service management: products, services, digital products, digital services, and goods.
• Utility, warranty, user experience (UX), and sustainability.
• Key terms of ITIL® Experience: trust, customer experience (CX), experience level agreement, and human-centred design.
• Key terms of ITIL® Strategy: mission, vision, purpose, VUCA, leadership, and digital strategy.
• Key terms of ITIL® Transformation: change, transformation, and business as usual (BAU).
• Service offerings: service actions, transfer of goods, access to resources, and service interactions.
• Value co-creation: value, output, outcome, cost, and risk, and how they contribute to co-created value.
• Service relationships: service provider, service consumer, digital product vendor, sponsor, customer, and user.
• Basic, cooperative, and collaborative service relationships; the service journey; service quality; and SLA.

2. The ITIL® Four Dimensions of Product and Service Management (10% of exam)

• The four dimensions and the importance of a holistic approach:
  • Organisations and People
  • Information and Technology, including AI and automation
  • Partners and Suppliers
  • Value Streams and Processes
• External factors influencing the four dimensions: PESTLE (Political, Economic, Social, Technological, Legal, Environmental).

3. The ITIL® Product and Service Lifecycle (10% of exam)

• Introduction to the ITIL® Product and Service Lifecycle (PSLM) and its purpose.
• The eight lifecycle activities — iterative rather than sequential:
  • Discover
  • Design
  • Acquire
  • Build
  • Transition
  • Operate
  • Deliver
  • Support
• Purpose and scope of each lifecycle activity.

4. The ITIL® Value System (40% of exam)

• Components of the ITIL® Value System and their roles: Guiding Principles, Governance, Value Chain, Management Practices, and Continual Improvement.
• The 7 ITIL® Guiding Principles and how they interact:
  • 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
• Governance: definition, enabling nature, and governance activities.
• Value chain: key terms including product specification, product prototype, incident, event, release, test, CI/CD, reliability, SRE, observability, service request, disaster, problem, error, known error, and operating model.
• Management practices: the two groups (General Management Practices; Product and Service Management Practices), structure and benefits of ITIL® Practice Guides, metrics, and CSFs.
• The ITIL® Continual Improvement Model: the 7 steps and their application within the Value System.

5. Value Stream Identification, Mapping and Management (5% of exam)

• Key concepts: value stream, core value stream, enabling value stream, and complexity thinking.
• Value stream mapping and value stream management: purpose, relationship, and elements of a value stream map.
• How workflows need to be optimized for complexity.

6. ITIL® and AI (2.5% of exam)

• Definitions: Artificial Intelligence (AI), AI maturity, GenAI, and Agentic AI.
• How AI assists across the product and service lifecycle and value chain activities.
• AI Governance: definition and the ITIL® AI Capability Model.

7. ITIL® and Other Frameworks (2.5% of exam)

• ITIL® and DevOps: how they are complementary in the product and service development lifecycle.
• ITIL® and PRINCE2: the importance of project management in ITIL® and how the two frameworks are complementary.