1. Course Overview
Audience: IT professionals, business students, and service managers at any career stage
Prerequisites: None (basic IT service knowledge helpful)
Certification: ITIL Foundation v5 exam (available in multiple languages)
Features of ITIL Foundation V5:
| Module | Focus Area |
|---|---|
| Core Concepts | Service, value, outcomes, risk, utility |
| Guiding Principles | 7 principles for decision-making |
| Four Dimensions | People, Processes, Tech, Partners |
| ITIL Value System | Governance, Value Chain, Practices |
| Lifecycle Activities | Discover → Design → Operate → Support |
| Key Practices | Incident, Change, Service Desk, SLAs |
| Modern Enhancements | AI, Automation, DevOps, PRINCE2 integration |
ITIL Foundation v5 Syllabus
1. Introduction & Core Concepts
Shared language for IT service management
Definitions: service, value, outcomes, cost, risk, utility, warranty
Role of ITIL in modern digital environments
2. 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
Optimize and automate
3. Four Dimensions of Service Management
Organizations & People
Value Streams & Processes
Information & Technology
Partners & Suppliers
4. ITIL Value System (SVS)
Governance structures
Service Value Chain activities
Management practices (general, service, and technical)
Continual improvement model
5. Product & Service Lifecycle
Discovery, design, acquire/build, transition, operate, deliver, support
Value stream identification and mapping
Integration with Agile, DevOps, PRINCE2
6. Key Practices
Incident Management
Problem Management
Change Enablement
Service Desk & Request Fulfillment
Service Level Management
Continual Improvement
7. Modern Enhancements
AI and automation in ITIL practices
Data-driven decision-making
Sustainability and risk management
Exam Essentials
Format: 40 multiple-choice questions
Duration: 60 minutes
Pass Mark: 65% (26/40 correct)
Languages: Available in 9 languages including English
Prerequisites: None
