Course ITILv.5 ITIL v.5. Foundation. Effective IT Service Management
ITIL v.5 Foundation is a basic certification course in IT Service Management (ITSM), dedicated to the modern management of IT services and digital products in accordance with the international standard AXELOS ITIL 5.
The new version of ITIL 5 focuses on value streams and the full lifecycle of IT services and digital products, and also incorporates Agile, DevOps, and Lean practices, the use of artificial intelligence in ITSM, and cybersecurity and architectural management requirements. Some topics familiar from ITIL 4 CDS are integrated directly into this foundational course.
The course curriculum fully complies with the standards and requirements of the Axelos ITIL 5 Foundation certification exam and is supplemented with proprietary, in-depth modules necessary for the practical application of ITIL in real-world organizations. These modules include System Thinking, Contextual Thinking, and Service Design Thinking, effective communication, as well as a detailed analysis of key ITIL practices: Service Desk, Incident, Problem, Change, Continual Improvement, and others (optional).
After completing this course, students will be able to:
- Understand the fundamentals of ITIL v.5 and IT Service Management
- Explain how IT services deliver business value
- Analyze value streams and workflows
- Navigate the lifecycle of digital products and services
- Apply ITIL guiding principles in everyday work
- Distinguish between management and operational IT management
- Use key ITIL practices: Service Desk, Incident, Problem, Change, and Continual Improvement
- Understand the role of DevOps, Agile, and automation in modern ITSM
- Be prepared for the Axelos ITIL 5 Foundation exam
Audience Profile
This course is designed for professionals seeking to apply modern ITIL recommendations to improve the management of digital products and services.
ITIL v.5 Foundation course is recommended for:
- IT specialists working in IT Service Management
- IT Manager, Service Manager, Product Manager, Delivery Manager
- Service Desk, Incident Management, Problem Management, and Change Management specialists
- Business analysts, IT architects, and consultants
- Teams using Agile, DevOps, Scrum, and Lean
- Specialists preparing for ITIL v.5 Foundation certification or refreshing their knowledge after ITIL 4
1. Service Management and Key Terms ITSM/ITIL
- Service, Product, Service Offering
- Value, Outcomes, Costs, Risks
- Utility and Warranty
- Service Relationships, Value Co-creation
- Roles: Provider, Consumer, Customer, User, Sponsor
- Service Provisioning and Consumption
2. Digital Products, Lifecycle and Transformation Context
- Digital Products and Services
- Product vs Service Thinking
- Product and Service Lifecycle: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support
- Iterative, Non-linear Lifecycle
- Digital + Agile Transformation
- DevOps, Agile / Scrum, Lean
- Artificial Intelligence as a factor in automation and decision-making
- The boundary between Automation and Governance
- Architecture and cyber security management challenges. Architectural principles
3. Four ITIL Dimensions
- Organization & People. Team models
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
- Internal & External Factors, PESTLE
4. Thinking, communication and coordination
- System Thinking
- Contextual Thinking
- Service Design Thinking
- Customer / User Experience, CX / UX
- Customer Journey, Touchpoints
- Quality communication as an element of service
- Stakeholder Alignment
- Architectural management
- Requirements for technical documents
5. ITIL Service Value System, SVS
- Guiding Principles
- Governance
- Value Chain
- Management Practices
- Continual Improvement
- From Demand to Value
6. ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
7. Governance and Operating Models
- Purpose of Governance
- Evaluate / Direct / Monitor
- Governance vs Management
- Operating Models
8. Value Chain Activities & Operations
- Obtain / Build
- Deliver & Support
- Incidents, Events, Problems
- Reliability and Observability
- Service Requests
- Value-based Metrics
9. Value Streams & Flow
- Core & Enabling Value Streams
- Value Stream Mapping
- Workflow Optimization
- Bottlenecks & Complexity
- Priority management techniques
10. Management Practices & Continual Improvement
- Purpose & Structure of Practices
- Practice Groups
- Metrics & Critical Success Factors
- Обзор практик:
- Incident Management
- Change Enablement
- Service Desk
- Problem Management
- Availability + Continuity
- Service Level Management
- Continual Improvement
Sign up for the closest date
Class schedule
Date
Time
15.06.26
09:30 - 17:00
16.06.26
09:30 - 17:00
17.06.26
09:30 - 17:00
18.06.26
09:30 - 17:00
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