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ITIL® (Version 5) Foundation Training
Course Outline
Module 1: Key Concepts of Digital Product and Service Management
The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.
Product and service management
Service offerings
Value co-creation
Key ITIL Concepts & Definitions
Module 2: Service Relationships
Value co-creation
Service relationships
Module 3: The ITIL Value System (ITIL VS)
Components of the ITIL Value System
Explain the ITIL Value System (ITIL VS) and its purpose in enabling value co-creation through products and services.
Module 4: Governance
Define governance and its role in directing and controlling an organization
Explain the enabling nature and the activities of governance
Module 5: The ITIL Guiding Principles
Value co-creation: Explain how feedback contributes to value co-creation
Explain the ITIL Guiding Principles
Explain how the ITIL Guiding Principles should be applied in different contexts
Describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.
Module 6: Value Chain and ITIL Management Practices
Introduction to ITIL Product and Service Lifecycle
Purpose and Scope of ITIL Product and Service Lifecycle activities
Value chain
Management practices
Module 7: Value Streams: Mapping and Management
Key concepts of value stream mapping and management
Application of value streams
Purpose of value stream mapping and management
Understand the relationship between digital value stream mapping and value stream management.
Module 8: Continual improvement
The ITIL Continual Improvement Model
Understand the steps of the ITIL Continual Improvement Model
Describe continual improvement within the ITIL Value System and its role in the organization
Module 9: The Four Dimensions of Product and Service Management
Introduction to the ITIL Four Dimensions of Product and Service Management
