ITIL Foundation (Version 5)

Prerequisites

There are no formal prerequisites for attending the ITIL® Certification (Version 5). This course is suitable for professionals seeking a foundational understanding of ITIL concepts and modern service management practices.

Recommended participants:

IT managers, middle management, and IT specialists.

Outline

Introduction: The Business Need for ITIL 

• Digital Transformation and ITIL
• Recall the definition of service management
• Describe the key concepts of organizations and value
• Recall the definition of service
• Describe the ITIL service value system
• AI and Automation
• Data-driven Service Management

Module 1: The Four Dimensions of Service Management

1. Describe the four dimensions of service management:
2. Organization and people

• Digital Skills and Future Workforce
• Hybrid/Remote IT Operations

1. İnformation and technology

• Cloud, AI, Big Data technologies
• Intelligent ITSM tools

1. Partners and suppliers
2. Value streams and processes

Module 2: Key Service Management Concepts

1. Describe key concepts of service relationships including service relationship management, service provisioning, service consumption and service offerings
2. Recall the definition of a customer, user and sponsor

• Value Co-creation in Digital Ecosystems
• Platform-based Service Models
• ESG and Sustainability

1. Recall the definition of utility and warranty
2. Describe the key concepts of creating value with costs, outcomes, outputs, risks, utility and warranty

Module 3: The Service Value Chain

1. Describe the interconnected nature of the service value chain and how this supports value streams

• Digital product and service lifecycle

1. Describe the purpose of each value chain activity, including: plan, improve, engage, design and transition, obtain or build, deliver and support

Module 4: Seven ITIL Guiding Principles

1. Describe the nature, use, and interaction of the guiding principles
2. Explain the use of the guiding principles, including: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate

Module 5: An introduction to ITIL Practices

1. Recall the purpose of 15 of the 34 ITIL practices
2. Explain the following practices in additional detail: Continual Improvement, Change Control,  Incident Management, Problem Management, ServiceDesk, Service Level Management, and Service Request Management

• AI-based Incident Prediction
• Root Cause Analytics
• Data-driven CSI

1. Recall the definition of the terms change, problem, incident, problem, known error, IT asset, event, and configuration item (CI)

Conclusion: Wrap-up and Review