ITIL® Foundation Version 5

The ITIL® Foundation course introduces participants to the essential principles of IT Service Management (ITSM), enabling organizations to deliver high-quality, value-driven digital services. It covers key concepts such as the ITIL Service Value System (SVS), service value chain, and the Four Dimensions of Service Management, providing a holistic framework for aligning IT services with business goals.

Learners will understand how to improve service delivery, enhance customer experience, and drive continual improvement while integrating modern practices like Agile and DevOps. This course is ideal for IT professionals and business stakeholders seeking a structured approach to managing IT services and serves as the first step toward ITIL certification and digital transformation readiness.

Upon completing the course, participants should be able to:

• Understand the building blocks of digital product and service management, from value concepts to lifecycle activities.
• Describe how value co-creation works between providers, consumers and other parties.
• Explain the four dimensions of management and why each one matters.
• Outline the ITIL Service Value System, including guiding principles, governance, value chain activities and practices.
• Talk through the digital product and service lifecycle and why lifecycle thinking reduces risk and technical debt.
• Recognize the purpose of ITIL management practices and how they support consistent work.
• Apply the idea of continual improvement using the ITIL model.
• Understand Value Stream Mapping and Management and how it supports visibility and improvement.

• IT Specialist (Application Development, Change Management, Operations)
• IT Development Manager or IT Operations Specialist
• IT Service Operations Manager or IT Service Manager
• Digital Product Manager or Product Owner
• Experience Manager or Service Improvement Manager
• Customer Success Manager, Service Owner or Process Lead
• Digital Product Designer, Enterprise Architect, Solution Designer

• There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Module 1: Digital product and service management concepts

• Core concepts of modern digital products and services
• Value creation, continual improvement and lifecycle management

Module 2: Value co-creation

• How providers, consumers and stakeholders co-create value
• Balancing outcomes, costs, risks, experience and sustainability

Module 3: The Four Dimensions of Product and Service Management

• Organisations & People
• Value Streams & Processes
• Information & Technology
• Partners & Suppliers

Module 4: ITIL Value System

• Understanding of the ITIL Value System
• Links between guiding principles, governance, value chain activities, management practices, and continual improvement

Module 5: The ITIL Guiding Principles

• Using the guiding principles to make better decisions and collaborate
• Adapting ITIL practices to real-world digital environments

Module 6: The product and service lifecycle

• Purpose of each product and service lifecycle management activity from discovery and design to operation, delivery and support
• How lifecycle activities connect to create value

Module 7: ITIL's management practices

• Role of ITIL management practices
• How practice guides support consistent, effective ways of working across organizations

Module 8: Continual improvement

• How continual improvement is embedded in ITIL
• Step-by-step continual improvement model and how it supports long-term organizational success

Module 9: Value Stream Mapping and Management

• Identifying and mapping value streams to improve flow, visibility, and outcomes across digital products and services.