Course Overview
TOPDigital technology and digital transformation have, and are, causing a fundamental shift in how organizations create value. This shift goes beyond modernizing IT to changing how products and services are designed, delivered, and continually improved. The new ITIL represents an evolution from traditional IT management to digital product and service management and unifies these approaches into a single lifecycle.
ITIL Foundation provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements support a focus on value, outcomes, and experience.
This 18-hour certification course enables learners to understand how value is co-created through the effective management of products and services, and how organizations apply ITIL guidance to improve performance, collaboration, outcomes, and experience. It also provides learners with insights into how they can improve their work and the work of their organization with ITIL guidance.
Scheduled Classes
TOP| 06/23/26 - ITS - Information Technology Solutions - | (click to enroll)
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What You'll Learn
TOP- Key concepts of digital product and service management
- How value is co-created with consumers and partners
- The ITIL Product and Service Lifecycle Model
- The ITIL Value System
- Operating models, value chains, and value streams
- The Four Dimensions of Product and Service Management
- The role of ITIL practices
- The ITIL Guiding Principles
Outline
TOPITIL (Version 5) Foundation introduces the core principles of modern service management and digital product and service management (DPSM). Learners build a practical understanding of how services, products, value streams, governance, continual improvement, and AI governance fit together to improve outcomes and customer experience across technology and business teams.
This course outline covers key ITIL terms, the four dimensions, the product and service lifecycle, the ITIL value system, value stream identification and mapping, and how ITIL connects to DevOps and PRINCE2.
Module 1: Key ITIL Terms and Definitions
- Product and Service Management
- Experience, Strategy, and Transformation
- Service Offerings
- Value Co-Creation
- Service Relationships
Module 2: ITIL Four Dimensions of Product and Service Management
- Introduction to the ITIL Four Dimensions
- Internal and External Factors
Module 3: ITIL Product and Service Lifecycle
- Introduction to the ITIL Product and Service Lifecycle
- Purpose and Scope of Lifecycle Activities
Module 4: ITIL Value System
- Components of the ITIL Value System
- ITIL Guiding Principles
- Governance
- Value Chain
- Management Practices
- ITIL Continual Improvement Model
Module 5: Value Stream Identification, Mapping, and Management
- Key Concepts of Value Stream Mapping and Management
- Application of Value Streams
- Purpose of Value Stream Mapping
Module 6: ITIL and Artificial Intelligence
- Introduction to Artificial Intelligence
- ITIL AI Governance
Module 7: ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
ITSM Academy's ITIL Foundation class includes experiential assignments, GAME ON! An Interactive Learning Experience® and access to ITSM Academy’s Learner Portal.
Memory exercises, study aids, and games are also included to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include: fill-in-the-blank, matching, and exam prep questions, along with a "just-for-fun" crossword puzzle. Some are completed as interactive in-class exercises, and some are utilized as homework.
Enhanced in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL (Version 5) Foundation syllabus and prepares attendees to successfully achieve their ITIL Foundation certification. See full class outline below.
Course / Student Materials:
- Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools
- Digital learner manual (excellent post-class reference)
- ITIL (Version 5) Foundation Reference Card
- ITIL Product and Service Lifecycle Reference Guide
- Research Paper - WhatIs? ITIL (Version 5)
- Learner Personal Action Plan
- Memory exercises, study aids, and sample exams
- Instructor-led education and exercise facilitation
- GAME ON! An Interactive Learning Experience®
- Participation in unique in-class assignments
- In-class exam preparation
- Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)
- PeopleCert Plus Annual Membership (optional)
