ITIL® (Version 5) Foundation Training

Module 1: 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.

• Service Value System (SVS) and Service Value Chain
• Organisations
• Service Provisioning and Consumption
• Customers, Users, Sponsors, and Other Stakeholders
• Services, Products, and Service Offerings
• Service Relationships
• Value, Outcomes, Costs, and Risks
• Utility and Warranty

Module 1: Key ITIL Concepts & Definitions

• Digital products and services
• Product and Service Lifecycle activities
• Value, outcomes, costs, risks, utility, warranty, sustainability, experience
• Service relationships, service offerings, service actions, interactions, journeys
• Roles: provider, consumer, customer, user, sponsor

Module 2: The ITIL Four Dimensions

• Organisations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Internal and external influencing factors

Module 3: The ITIL Product & Service Lifecycle

• Purpose of the lifecycle
• Discover, design, acquire, build, transition, operate, deliver, support
• Iterative, non‑linear use of lifecycle activities

Module 4: The ITIL Value System (ITIL VS)

• Guiding principles
• Governance
• Value chain
• Management practises
• Continual improvement

Module 5: The 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
• Optimise and automate

Module 6: Governance

• Purpose of governance
• Governance activities: evaluate, direct, monitor

Module 7: Value Chain Activities

• Value chain definition and purpose
• Key activity success metrics
• Concepts such as incidents, events, problems, errors, reliability, observability, CI/CD, service requests
• Operating models

Module 8: Management Practises

• Purpose and structure of ITIL management practises
• Practise groups and their organisational role
• Metrics and critical success factors

Module 9: Continual Improvement

• Continual Improvement Model (seven steps)
• Role of continual improvement in the value system

Module 10: Value Streams

• Core and enabling value streams
• Value stream mapping and management
• Elements of a value stream map
• Complexity thinking and workflow optimisation

Module 11: ITIL & AI

• AI, GenAI, Agentic AI, AI maturity
• AI support across lifecycle activities
• AI use within value chain activities
• AI governance and capability model

Module 12: ITIL & Other Frameworks

• ITIL and DevOps
• ITIL and PRINCE2