ITIL® 5 Foundation Certification in Exeter

ITIL® 5 Foundation Certification Course Outline

Module 1: Key Concepts of Digital Product and Service Management

• Product and Service Management
  • Digital Product and Service Management
  • Product, Service as a Key Concept of Digital Product and Service Management
  • Digital Product, Digital Service as a Key Concept of Digital Product and Service Management
  • ITIL Product and Service Lifecycle as a Key Concept of Digital Product and Service Management
• Service Offerings
  • Service Offering and Service Interactions
  • Service Actions, Transfer of Goods, Access to Resources
• Value Co-Creation
  • Value and Value Co-Creation
  • Cost and Risk
  • Output and Outcome
  • Understand the Difference Between Output and Outcome
  • How Value Contributes to Value Co-Creation?
  • How Outcomes, Costs, Risks Contribute to Value Co-Creation?

Module 2: Service Relationships

• Value Co-Creation
  • How Utility, Warranty, User Experience, Sustainability Contributes to Value Co-Creation?
• Service Relationships

Module 3: The ITIL Value System (ITIL VS)

• Components of the ITIL Value System
  • Components of the ITIL Value System and their Role in an Organisation: Guiding Principles, Governance, Value Chain, Management Practices, Continual Improvement
• ITIL Value System (ITIL VS) and its purpose

Module 4: Governance

• Governance
  • Define Governance
  • Enabling Nature and the Activities of Governance

Module 5: ITIL Guiding Principles

• Value Co-Creation
  • Explain how Feedback Contributes to Value Co-Creation
• ITIL Guiding Principles

Module 6: Value Chain and ITIL Management Practices

• Introduction to ITIL Product and Service Lifecycle
• Purpose and Scope of ITIL Product and Service Lifecycle Activities
• Value Chain
• Management Practices

Module 7: Value Streams: Mapping and Management

• Key Concepts of Value Stream Mapping and Management
• Application of Value Streams
• Purpose of Value Stream Mapping and Management

Module 8: Continual Improvement

• ITIL Continual Improvement Model
• List the Steps of the ITIL Continual Improvement Model
• Understand the Steps of the ITIL Continual Improvement Model
• Describe Continual Improvement within the ITIL Value System and its role in the Organisation

Module 9: Four Dimensions of Product and Service management

• Introduction to the ITIL Four Dimensions of Product and Service Management
• Internal Factors and External Factors
• Introduction to AI
• ITIL AI Governance

Module 10: ITIL and Other Frameworks Integration

• ITIL and DevOps
• ITIL and PRINCE2

ITIL® 5 Foundation Certification Exam Information

The ITIL® 5 Foundation exam assesses delegate understanding of core concepts in digital product and service management. It validates knowledge of the ITIL framework, key terminology, value creation principles, and foundational practices required to support modern, value-driven service management environments.

The ITIL Version 5 Foundation Exam is in the following format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Mark: 65%
• Duration: 60 Minutes
• Open Book/ Closed Book: Closed Book

ITIL® 5 Foundation Certification Course Overview

The ITIL® 5 Foundation Certification covers digital product and service management, value co-creation, governance, value streams, continual improvement, and the Four Dimensions. It also introduces AI and automation, enhanced user experience management, and the integration of modern technology frameworks.

Delegates develop skills in understanding lifecycle activities, value relationships, governance, continual improvement, and experience-focused service management. They also build awareness of how emerging technologies support modern product and service environments.

This 2-Day ITIL® Version 5 Foundation Course in Exeter by The Knowledge Academy helps delegates build a clear understanding of current ITIL principles. They will be better equipped to support value-focused service management and continual improvement.

ITIL® 5 Foundation Certification Course Objectives

• To understand modern digital product and service management concepts
• To learn the principles of value co-creation and service relationships
• To gain knowledge of the ITIL Value System and Four Dimensions model
• To understand lifecycle activities across digital products and services
• To explore continual improvement, governance, and value stream management
• To understand AI governance and the integration of ITIL with DevOps

Learning Outcomes of this ITIL® 5 Foundation Certification

Upon completing this ITIL® 5 Foundation Certification, delegates will understand modern digital product and service management concepts and how ITIL supports value creation across products and services. They will be better equipped to interpret the ITIL Value System, lifecycle activities, governance, value streams, and continual improvement in organisational contexts.

ITIL® 5 Certification Pathway

The ITIL® Version 5 Certification Pathway provides a structured progression, where delegates begin with core concepts and advance towards specialised practice, management, and strategic leadership roles.

ITIL® 5 Certifications progress from ITIL 5 Foundation into Practice Manager, Managing Professional, and Strategic Leader pathways, supported by the ITIL® Transformation module. The AI Governance extension module develops additional knowledge of responsible AI management.

Each designation has distinct module requirements and focuses on a different area of professional expertise:

• ITIL Practice Manager: Focuses on practical service management, requiring one of three practice modules plus ITIL Transformation.
• ITIL Managing Professional: Covers end-to-end digital product and service management through ITIL Product, Service, Experience, and Transformation.
• ITIL Strategic Leader: Develops strategic ITIL capability through ITIL Strategy and ITIL Transformation.

Who Should Attend this ITIL® 5 Foundation Certification

This ITIL® 5 Foundation Certification in Exeter is suitable for professionals who want to build foundational knowledge of digital product and service management, value creation, and modern ITIL concepts. It can benefit individuals working across service management, digital products, IT support, and delivery roles, such as:

• IT Service Management Professionals
• IT Managers
• Service Delivery Managers
• Service Desk Analysts
• IT Support Professionals
• Digital Product Managers
• Service Owners
• DevOps Practitioners

Prerequisites for the ITIL® 5 Foundation Certification

There are no formal prerequisites to attend this ITIL® 5 Foundation Course. However, an interest in digital product and service management will help delegates engage effectively with the course content.

What's Included in this ITIL® 5 Foundation Certification?

• World-Class Training from Experienced Instructors
• ITIL (Version 5) Foundation Examination
• Digital Delegate Pack