Master the fundamentals of ITIL 5 and learn how to create sustainable value through modern management of digital products and services.

🧩 UNIT 1 — Introduction to ITIL 5 and Digital Management

Based on Chapter 1

ITIL_Foundation_Version5_Offici…

Goals:

• Understanding the evolution of IT Service Management

• Understanding what ITIL 5 is

• Understanding the approach to digital products

Contents:

• Evolution of ITSM

• ITIL Ecosystem

• Benefits for:

  • Companies

  • MSP

  • Professionals

• Initial Key Concepts

🛠 Practical workshop:

• Identify the current management model in your organization

• Identify gaps with respect to the ITIL 5 approach

🧩 UNIT 2 — The Four Dimensions of ITIL

Based on Chapter 2

ITIL_Foundation_Version5_Offici…

Contents:

1. Organizations and People

2. Information and Technology

3. Partners and Suppliers

4. Value Streams and Processes

Key concepts:

• Culture

• Leadership

• AI and automation

• Workflow optimization

🛠 Case study:

Analyze a digital service and map it according to the 4 dimensions.

🧩 UNIT 3 — Key Concepts of Digital Management

Based on Chapter 3

ITIL_Foundation_Version5_Offici…

Contents:

• Service economy

• Value co-creation

• Utility vs Warranty

• Outcomes, Risks and Costs

• Digital products vs Digital services

• Service relationships

• Service journey

• SLA and quality

🛠 Exercise:

Describe:

• Digital product

• Associated digital service

• Expected result

• Mitigated risks

🧩 UNIT 4 — Product & Service Lifecycle

Based on Chapter 4

ITIL_Foundation_Version5_Offici…

Phases:

1. Discover

2. Design

3. Acquire

4. Build

5. Transition

6. Operate

7. Deliver

8. Support

🛠 Workshop:

Build the lifecycle of:

• A SaaS service

• An internal IT service

🧩 UNIT 5 — ITIL Value System (IVS)

Based on Chapter 5

ITIL_Foundation_Version5_Offici…

Contents:

• ITIL Value System

• Value Chain

• Governance

• Management Practices

• Continuous Improvement Model

🔹 The 7 Guiding Principles:

1. Focus on value

2. Start where you are

3. Progress iteratively with feedback

4. Collaborate and promote visibility

5. Think and work holistically

6. Keep it simple and practical

7. Optimize and automate

🛠 Case study:

Apply the principles to a real project.

🧩 UNIT 6 — Value Streams

Based on Chapter 6

ITIL_Foundation_Version5_Offici…

Contents:

• What is a value stream?

• Value stream mapping

• Value stream management

🛠 Exercise:

Map the entire flow:
Request → Development → Delivery → Support

🧩 UNIT 7 — Continuous Improvement

Based on the Continuous Improvement Model

ITIL_Foundation_Version5_Offici…

7-step model:

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. How do we get there?

5. Take action

6. Are we getting there?

7. How do we keep improvements relevant?

🛠 Workshop:

Design a real improvement plan.

🧪 UNIT 8 — Exam Preparation

Based on Sample Papers

ITIL_FND_SamplePaper1_EN_v5.0_w…

ITIL_FND_SamplePaper2_EN_v5.0_w…

Includes:

• Exam simulation

• Response techniques

• Identification of:

  • Negative questions

  • Missing words

  • List of questions

• Review of rationales

  ITIL_FND_SP1_AnswersAndRational…

  ITIL_FND_SP2_AnswersAndRational…

🎯 FINAL PROJECT (Optional)

Design:

✔ ITIL model for a company
✔ Full value stream
✔ Improvement proposal
✔ Application of 7 principles

👥 TARGET AUDIENCE

• IT Managers

• Service Managers

• Product Managers

• IT Operations

• Consultants

• PMOs

• DevOps Teams

• IT Students