The ITIL® Foundation (Version 5) course provides participants with a foundational understanding of the core concepts underpinning digital product and service management, while establishing a common language for effective practice across organizations. It offers a comprehensive overview of the ITIL framework—covering its guiding principles, key models, and fundamental concepts—and illustrates how these components are applied to create, deliver, and continuously improve products and services.

This course enables participants to grasp how value is co-created through the proficient management of products and services, and how organizations can leverage ITIL guidance to enhance performance, collaboration, and overall outcomes. Additionally, it addresses the evolution of the ITIL framework to accommodate modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary operational practices, all while maintaining the flexibility to suit diverse organizational contexts and varying levels of maturity.

Course Objectives

Upon completion of this course, participants will be able to:

• Comprehend the foundational concepts underlying modern digital products and services, including value creation, continual improvement, and lifecycle management.
• Examine how value is co-created through collaboration among service providers, consumers, and stakeholders, while balancing outcomes, costs, risks, user experience, and sustainability.
• Explore the four dimensions—Organizations and People, Value Streams and Processes, Information and Technology, and Partners and Suppliers—to adopt a holistic perspective on digital product and service management.
• Develop an understanding of the ITIL Value System and its integration of guiding principles, governance, value chain activities, management practices, and continual improvement.
• Learn to apply the framework’s guiding principles to enhance decision-making, foster effective collaboration, and tailor ITIL practices to real-world digital environments.
• Build a solid understanding of the purpose of each product and service lifecycle management activity—from discovery and design to operation, delivery, and support—and how these activities function together to generate value.
• Explore the role of ITIL management practices and understand how official practice guides enable consistent and effective ways of working across organizations.
• Understand how continual improvement is embedded within ITIL, including the step-by-step approach of the continual improvement model, and recognize its role in supporting long-term organizational success.
• Learn to identify, map, and manage value streams to improve workflow, visibility, and outcomes for digital products and services.