ITIL® 5 Foundation Certification in Maseru

ITIL® 5 Foundation 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 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 Organization: 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 Overview

This ITIL® 5 Certification introduces delegates to modern digital product and service management practices, focusing on value co-creation, service relationships, experience management, and continual improvement.

This certification helps professionals understand how to deliver value across the service lifecycle, improve service performance, and align ITIL practices with business needs.

This 2-Day ITIL® Version 5 Foundation Certification Course in Maseru offered by The Knowledge Academy provides structured learning aligned with the latest ITIL framework, covering the ITIL Value System, Four Dimensions model, value streams, and emerging practices such as AI and automation.

What's New in ITIL Version 5?

Introduced AI and Automation

Enhanced User Experience Management

Integration of Modern Technology Framework

ITIL® 5 Foundation Course Objectives

The ITIL 5 Foundation objective is to train professionals with a shared language, core concepts, modern service management, and digital product principles. It improves decision-making, integrates Continual Improvement, and supports AI-driven digital service delivery.

• 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 recognise the role of AI, automation, and DevOps

Upon completion of this ITIL® 5 Foundation Certification Training, delegates will have a clear understanding of modern digital product and service management practices and be able to apply ITIL principles. This helps in supporting value creation, service improvement, and effective service delivery, strengthening their readiness for diverse ITIL Career Opportunities.

ITIL® 5 Certification Pathway

The ITIL® Version 5 Certification pathway follows a step-by-step progression, where learners begin with core concepts and advance through practice, management, and strategy 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. An AI Governance module extends capability in responsible AI management.

ITIL® 5 Certification Courses Launch Dates

ITIL 5 Foundation = 12th Feb 2026

ITIL Version 5 Foundation Bridge = 26th Feb 2026

ITIL Service, ITIL Product, ITIL Experience = 12th March 2026

ITIL Strategy, Transformation = 9th April 2026

ITIL MP Transition = 14th May 2026

Who Should Attend this ITIL® 5 Foundation Certification in Maseru?

This ITIL® 5 Foundation is ideal for professionals seeking a modern understanding of digital product and service management, value co-creation, and service lifecycle practices, while supporting progression along the ITIL Certification Path. It is particularly suitable for the following professionals:

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

Prerequisites of the ITIL® 5 Foundation Certification Course

There are no formal prerequisites for this ITIL 5 Certification. It is suitable for beginners as well as professionals who want to build a foundational understanding of modern IT services and digital product management concepts.

What's Included in this ITIL® 5 Foundation Course in Maseru?

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

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