Somerset Computer Consultancy Ltd

Introduction

 

• ITIL® is the most widely adopted framework for managing technology-based services and creating value for stakeholders.

• ITIL® has evolved beyond IT service management into a best-practice framework for digital product and service management.

• The ITIL® version 5 Foundation training course is the very latest best-practice guidance. It gives a broad understanding of the latest concepts and terminology used in Service Management worldwide, including AI and digital products and services. 

 

Purpose

• The purpose of the Foundation course and qualification is to introduce students to the essential concepts of ITIL® 5 and prepare them to take the ITIL® (version 5) Foundation Certificate in IT Service Management. The course will give students an understanding of the common language and key concepts of ITIL® 5. Furthermore, the qualification will enable students to progress onto more specialised ITIL® 5 courses and qualifications.

• The course provides an overview of the ITIL® framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements can be used to create, deliver, and continually improve products and services. ITIL® Foundation (Version 5) enables candidates to understand how value is co-created through the effective management of products and services, and how organisations apply ITIL® guidance to improve performance, collaboration, and outcomes.

• The ITIL® (Version 5) Foundation certificate is a prerequisite for the ITIL® (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL® Framework in context.

 

Contents

Candidates can expect to gain comprehension and awareness in the following topics upon successful completion of the education and examination components related to this certification.

 

• Key ITIL® Terms and Definitions

  • Product and service management

  • Experience, strategy and transformation

  • Service offerings

  • Value co-creation

  • Service relationships

• The ITIL® Four Dimensions of Product and Service Management

  • Internal factors and external factors

• The ITIL® Product and Service Lifecycle

  • Introduction to the ITIL® Product and Service Lifecycle

  • Purpose and scope of the ITIL® Product and Service Lifecycle activities

 

• The ITIL® Value System

  • The purpose and components of the ITIL® Value System

  • The 7 ITIL® Guiding Principles

    • 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

  • Value Chain and Lifecycle Management Activities

  • Management Practices

  • The ITIL® Continual Improvement Model

• Value Stream Identification, Mapping and Management

  • Key concepts of value stream mapping and management

  • Application of value streams

  • Purpose of value stream mapping and management

• ITIL® and AI

  • Introduction to AI

  • ITIL® AI Governance

• ITIL® and Other Frameworks

  • ITIL® and DevOps

  • ITIL® and PRINCE2

Format

This is an instructor-led 2-day classroom or virtual course that uses a combination of lectures, practical group discussions, assignments, and sample exam questions. The official examination is a 1-hour closed-book, multiple-choice examination comprising 40 questions. The pass score is 65% (26 out of 40).

Intended Audience

The target group of the ITIL® Foundation Certificate in IT Service Management is:

 

• Individuals at the start of their journey in Service Management 

• Service Management Practitioners and Managers 

• Existing ITIL® qualification holders wishing to update their knowledge

• Anyone wishing to attend specialist ITIL courses

 

This may include, but is not limited to, IT professionals, business managers, and business process owners.

Prerequisites

This course has no specific prerequisites.