Overview
This ITIL 5 Foundation eLearning course introduces learners to the latest evolution of the ITIL framework for modern digital product and service management. Designed as a fully self-paced learning experience, the course provides maximum flexibility while maintaining the depth and rigour required to understand core service management principles.
Learners explore essential concepts including the ITIL Value System, the ITIL Value Chain, guiding principles, and key service management practices. ITIL 5 places strong emphasis on value co creation, digital product lifecycle management, and value stream optimisation, enabling organisations to respond effectively to fast-moving digital environments.
With 12 months access from the point of purchase, learners can study at their own pace, revisit content as needed, and balance learning alongside professional and personal commitments. Built-in practice tests support exam readiness and help learners track progress with confidence. Exam vouchers can be redeemed up to 12 months from the date of purchase. Please note - upon ordering this product, it may take up to 2 hours to appear in your MyQA account.
Prerequisites
There are no formal prerequisites for this course. It is suitable for learners with varying levels of experience who want to develop a clear understanding of ITIL based service management in digital environments.
Target audience
This course is suitable for:
- Anyone involved in providing, supporting, or consuming a digital product or service
- Business professionals at all levels seeking a common service management language
- Service managers, product owners, and team leaders
- Customers and users involved in the delivery or consumption of digital products and services
- Individuals looking to adopt or understand ITIL based service management practices
- Learners who prefer flexible, self-paced online study to complete the ITIL Foundation qualification
Objectives
By the end of this course, learners will be able to:
- Understand the key concepts of digital product and service management
- Describe service relationships and explain their impact on value co creation
- Explain the four dimensions of service management and how they support balanced decision making
- Understand the purpose, structure, and components of the ITIL Value System
- Describe the digital product and service lifecycle and the purpose of value chain activities
- Apply the ITIL guiding principles to organisational decision making and continual improvement
- Recognise the role, structure, and value of selected ITIL management practices
- Understand value stream mapping and management and how they contribute to value creation
Outline
Key concepts of digital product and service management
- Definitions and core concepts of digital products and digital services
- The purpose of service management in modern digital organisations
- Types of service interactions and how they support value co creation
Service relationships
- Concepts and types of service relationships
- Roles within service relationships and how they interact
- Service quality measures and their contribution to value
- The role of utility, warranty, experience, and sustainability in value creation
The four dimensions of service management
- Overview of the four dimensions of service management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- How the four dimensions work together to support a holistic service management approach
ITIL Value System
- Purpose and structure of the ITIL Value System
- Components of the ITIL Value System and how they interact
- Governance and its role in enabling and sustaining value creation
- Continual improvement within the ITIL Value System
Value chain
- Purpose of the ITIL Value Chain within the digital product and service lifecycle
- Overview of each value chain activity
- Key terminology associated with value chain activities
- How value chain activities combine to create value streams
Guiding principles
- Overview of the ITIL guiding principles
- How feedback and learning support value co creation
- Applying the guiding principles across different organisational contexts
- How the guiding principles interact to support decision making
- The relationship between guiding principles, value chain activities, and management practices
ITIL management practices
- The role of management practices within the ITIL framework
- Overview of ITIL practice guides and their benefits
- Selected management practices and how they support value creation
- Continual improvement practices and their application in real world scenarios
- The steps of the ITIL continual improvement model
Value streams, mapping, and management
- Purpose and key concepts of value stream mapping
- Understanding value stream management
- The relationship between digital value stream mapping and value stream management
- How value streams contribute to effective service delivery and improvement
Exams and assessments
This course includes preparation for the formal ITIL Foundation certification exam. The assessment format is:
- 40 multiple choice questions
- 60 minutes duration
- Closed book
- Pass mark of 26 out of 40 (65 percent)
- The exam is delivered online via PeopleCert and can be taken at a time that suits the learner
Applied and interactive learning
Throughout the course, learners will:
- Apply service management concepts through practical examples and interactive activities
- Work through guided learning scenarios to understand value chains and service relationships
- Explore value stream mapping using structured, step by step exercises
- Reinforce key concepts and guiding principles through quizzes and practice assessments
What's included
- Exam included
- Online exam voucher
Frequently asked questions
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
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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.