ITIL® v5 Foundation eLearning

Objectives

Students who complete this Exam Bundle will have learned:

• The key concepts of digital product and service management and the common language used across ITIL (Version 5), 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, 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, Continual Improvement) and how they interconnect to create value
• How to understand and apply each of the 7 ITIL Guiding Principles and describe how they interact with each other
• 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 (Version 5) 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 — 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 with interface with service delivery
• Existing ITIL 4 qualification holders wishing to update their knowledge to ITIL (Version 5) 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, goods
• Utility, warranty, user experience (UX), sustainability
• Key terms of ITIL Experience: trust, customer experience (CX), experience level agreement, human-centred design
• Key terms of ITIL Strategy: mission, vision, purpose, VUCA, leadership, digital strategy
• Key terms of ITIL Transformation: change, transformation, business as usual (BAU)
• Service offerings: service actions, transfer of goods, access to resources, service interactions
• Value co-creation: value, output, outcome, cost, risk and how they contribute to co-created value
• Service relationships: service provider, service consumer, digital product vendor, sponsor, customer, 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, Economical, Social, Technology, 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 — not sequential but iterative:
  • 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, 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, operating model
• Management practices: 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, 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, Agentic AI
• How AI assists across the product and service lifecycle and value chain activities
• AI Governance: definition, 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