Who Should Attend

This course is suitable for professionals who are involved in delivering, supporting, or managing IT-enabled services.

Typical attendees include:

• IT support and service desk professionals
• IT service managers and operations teams
• infrastructure and cloud engineers
• DevOps and platform engineering teams
• project managers and business analysts
• professionals responsible for digital services and IT governance

The course is also valuable for organisations looking to introduce a consistent service management framework across their technology teams.

What You Will Learn

By the end of this course participants will be able to:

• understand the purpose and benefits of modern IT service management
• explain how services create value for organisations and customers
• describe the structure of the ITIL Service Value System
• understand how the ITIL Service Value Chain supports service delivery
• apply the guiding principles of service management
• understand the four dimensions of service management
• recognise the role of automation, AI, and digital practices in modern service delivery
• understand the purpose of key ITIL management practices
• prepare confidently for the ITIL 5 Foundation certification exam

Course Content

Introduction to ITIL 5

• evolution of IT service management
• the role of ITIL in modern digital organisations
• service relationships and value creation
• understanding products, services, and service offerings

Key Concepts of Service Management

• value, outcomes, costs, and risks
• stakeholders and service relationships
• co-creation of value between providers and customers

The Four Dimensions of Service Management

Understanding the key perspectives required for effective service management:

• organisations and people
• information and technology
• partners and suppliers
• value streams and processes

The ITIL Service Value System

Exploring how ITIL enables organisations to transform demand into value through:

• governance
• guiding principles
• continual improvement
• practices and value streams

The ITIL Service Value Chain

Understanding the activities involved in creating and delivering services:

• plan
• improve
• engage
• design and transition
• obtain/build
• deliver and support

ITIL Guiding Principles

Learning how organisations apply key principles when making service management decisions:

• 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

ITIL Management Practices

Overview of the most widely used service management practices, including:

• incident management
• problem management
• change enablement
• service request management
• service level management
• continual improvement

Prerequisites

There are no formal prerequisites for the ITIL® 5 Foundation course. It is suitable for individuals new to service management as well as professionals looking to understand the latest evolution of the ITIL framework.

Certification

This course prepares participants for the ITIL® 5 Foundation certification exam.

Typical exam format:

• 40 multiple-choice questions
• 60 minute exam
• pass mark: 65%

Course Duration

2-day instructor-led course

Available as:

• live online training
• classroom training
• private courses for organisations

Private Team Training

This course can also be delivered privately for organisations seeking to improve IT service management capability, operational governance, and service delivery practices across their technology teams.

Private delivery allows discussion of real operational challenges, internal processes, and service management tools used within your organisation.