Course Outline
- Essential ITIL terminology and foundational definitions
- Management of products and services
- Customer experience, strategic planning, and organizational transformation
- Definition of service offerings
- The principles of value co-creation
- Establishing and managing service relationships
- The four dimensions of ITIL product and service management
- Foundational overview of the ITIL four dimensions framework
- Analysis of internal operational factors and external environmental influences
- The ITIL product and service lifecycle
- Introduction to the ITIL product and service lifecycle methodology
- Objectives and scope of lifecycle management activities
- The ITIL value system
- Core components of the ITIL value system
- The ITIL guiding principles for effective governance
- Strategic governance and oversight
- Structure and function of the value chain
- Implementation of key management practices
- The ITIL continual improvement model for sustained performance
- Identification, mapping, and management of value streams
- Foundational concepts in value stream mapping and oversight
- Practical applications of value streams in public sector operations
- Strategic objectives of value stream management for government
- ITIL and artificial intelligence
- Foundational overview of artificial intelligence technologies
- Governance frameworks for AI integration in ITIL
- ITIL integration with complementary frameworks
- Integration of ITIL with DevOps methodologies
- Alignment of ITIL with PRINCE2 project management standards
Requirements
No prior preparation or specific prerequisites are necessary for enrollment. The course is appropriate for both novice learners and those seeking to standardize their existing knowledge of IT service management for government contexts.
Recommended participant profile
This course is tailored for:
- Professionals initiating their engagement with ITIL or service management disciplines
- IT specialists, service desk personnel, and support engineers
- Managers and team leaders responsible for digital products or services
- Business representatives collaborating with IT or digital service providers in a public sector capacity
Certification pathway
The training prepares participants for the official ITIL® 5 Foundation certification examination, which is incorporated into the course curriculum. This credential is internationally recognized and serves as a foundational step for advanced ITIL qualifications and professional development in IT service management for government.
Examination procedures
Participants will be issued an examination voucher valid for six months, providing flexibility in scheduling a suitable examination date.
Following the completion of the training, each participant will receive detailed instructions via email regarding examination registration. The examination date is scheduled directly with PeopleCert through the participant’s individual account.
The examination is administered online under remote proctoring supervision. A certified PeopleCert proctor will connect to the participant’s system and monitor the session via webcam to ensure examination integrity. Prior to commencement, participants are required to display their immediate surroundings via camera to verify the absence of unauthorized materials or other individuals.
Examination specifications
- Duration: 60 minutes
- Format: Multiple-choice examination (40 questions)
- Passing threshold: 65% (minimum of 26 correct responses)
- Reference materials: Closed-book format (no external references permitted)
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
I am working mainly base on ITIL, I joined to learn and understand more what I am doing
