The ITIL® 5 Foundation course is designed for professionals working in IT, digital or business roles who need a clear understanding of service management principles.It is suitable both for individuals new to ITIL and for those familiar with earlier versions who want to update their knowledge.
Objectives
Understand the key concepts of digital product and service management
Understand service relationships and value co-creation
Understand the Four Dimensions of Service Management
Understand the ITIL Service Value System (SVS)
Understand the ITIL Guiding Principles
Understand the Service Value Chain
Understand ITIL management practices
Understand value streams and value stream mapping
Understand continual improvement
Understand how ITIL integrates with Agile, DevOps and other frameworks
Prerequisite
No Requirement
Course Outline
Key Concepts of Digital Product and Service Management
Definition of service management
Value, outcomes, costs and risks
Utility and warranty
Products and services
Digital products and services
Service offerings
Value co-creation
Stakeholders and roles
Service Relationships
Types of service relationships
Service provision and consumption
Service consumer roles
Service quality and service level characteristics
Service experience
The Four Dimensions of Service Management
Organisations and people
Information and technology
Partners and suppliers
Value streams and processes
The ITIL Service Value System (SVS)
Purpose of the SVS
Components of the SVS
Inputs and outputs
Governance
Continual improvement
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
The Service Value Chain
Plan
Improve
Engage
Design and transition
Obtain or build
Deliver and support
ITIL Management Practices
Incident management
Problem management
Change enablement
Service desk
Service request management
Service level management
Monitoring and event management
Continual improvement
Value Streams and Value Stream Mapping
Definition of value streams
Mapping value streams
Identifying bottlenecks
Optimising workflows
Continual Improvement
Continual improvement model
Measurement and metrics
Improvement initiatives
ITIL and Other Frameworks
Agile
DevOps
PRINCE2
Lean
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