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Overview
The ITIL® (Version 5) Foundation course introduces learners to the latest ITIL framework for modern digital product and service management. Designed for professionals involved in service delivery, support, or governance, this course provides foundational knowledge of the ITIL Value system, ITIL Value chain, guiding principles, and core service management concepts.
ITIL 5 expands on value co-creation, digital product lifecycle management, and value stream optimisation, offering a holistic, adaptable approach to service management.
Prerequisites
There are no formal prerequisites for this course.
Target audience
This course is suitable for:
- Anyone providing a digital product or service to customers
- Business professionals at all levels
- Service managers, product owners, and team leads
- Customers and users involved in the delivery or consumption of digital products or services
- Anyone aiming to adopt or understand ITIL-based service management practices
Delegates will learn how to
By the end of the course, learners will be able to:
- Understand the key concepts of digital product and service management
- Describe service relationships and their impact on value co-creation
- Explain the four dimensions of service management
- Understand the components and purpose of the ITIL Value System
- Describe the digital product and service lifecycle and value chain activities
- Apply the ITIL guiding principles to organisational decision-making
- Recognise the role and structure of some ITIL management practices
- Understand value stream mapping and management and their contribution to value creation
Outline
Key concepts of digital product and service management
- Definitions of digital product and service concepts
- Types of service interactions and how they enable value co-creation
Service relationships
- Concepts and types of service relationships, including roles and service quality measures
- The contributions of utility, warranty, experience, and sustainability to value
The four dimensions of service management
- Overview of the four dimensions and their role in a balanced, holistic approach to service management
ITIL Value System
- Components of the Value System and their purpose
- Governance within the Value System and how it supports value creation
Value chain
- Purpose and scope of each activity in the digital product and service lifecycle
- Key terms related to value chain activities
Guiding principles
- How feedback contributes to value co-creation
- Applying the ITIL guiding principles across different organisational contexts
- The interaction of guiding principles to support continual improvement and decision-making
- How management practices support value chain activities to enable value creation
ITIL management practices
- The role of management practices within the ITIL framework
- Introduction to ITIL practice guides and their benefits
- Continual improvement practices and their application
- Steps of the ITIL continual improvement model
Value streams – mapping and management
- Purpose and concepts of value stream mapping and management
- Relationship between digital value stream mapping and value stream management
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 60 minutes duration
- Closed book
- Pass mark: 26 out of 40 (65%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
Hands-on learning
Learners will:
- Apply service management concepts to practical examples and interactive exercises
- Participate in learning examples to understand value chains and service relationships
- Explore value stream mapping through guided activities
- Collaborate with peers and instructors to reinforce key concepts and guiding principles
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.