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ATTENTION: If you belong to the LaaS Cert program, the training does not include an exam.
ITIL® 5 Foundation Course – Fundamentals of IT Service Management and Value Co-Creation
Official Certification Preparation (Official content developed by Nanfor)
The course consists of 8 units that explain the meaning of the ITIL® language in new Information and Communication Technology systems as well as its application in Web environments.
The approximate duration of the course is 60 hours, distributed between the course content and the collaboration tools. Upon completion, the student will receive a certificate of completion.
The course includes presentations and discussion forums divided by topic, moderated by a certified instructor, to put everything learned into practice. It also provides additional materials to prepare for the certification exam, which include:
- a digital book that the student keeps
- downloadable exam questions
The course fee applies to the e-learning modality (100% bonus option)
ITIL® 5 Foundation - ITIL v5 Certification - IT Service Management - PeopleCert - Value Co-creation - ITIL Value System - Official ITIL Course
What will you learn in ITIL® 5 Foundation?
The ITIL® 5 Foundation course is the ideal training to acquire a solid foundation in IT Service Management and understand how modern organizations create value through efficient digital services. This internationally recognized certification introduces the key principles of ITIL® v5 , focusing on co-creating value, continuous improvement, and aligning IT and business.
Throughout the course, participants will learn about the ITIL Value System , the four dimensions of service management, the ITIL guiding principles, and the essential concepts for managing services in agile and digital environments. No prior knowledge is required, making it the perfect starting point for IT professionals, service managers, and business professionals who want to improve the efficiency and quality of IT services.
This training prepares you for the official ITIL® 5 Foundation exam, improving employability and your professional profile in the field of service management.
Who is the ITIL® 5 course for?
- IT and operations professionals involved in the delivery and support of services.
- Members of product teams, service desk, incident/change/problem, and vendor management.
- Managers and leaders seeking a common language and operating model for digital and AI-enabled environments.
- Teams transitioning from ITIL 4 who wish to align practices with ITIL (Version 5)
Objectives of the ITIL® v5 Foundation Certification course
Upon completion, you will be able to:
- Understand the key concepts of digital product and service management, including value, outcomes, costs, and risks.
- Explain how value is co-created between suppliers, consumers and stakeholders, and how to measure the experience and results.
- Describe the four dimensions of Product & Service Management and their relationship with external factors (people/organization, information/technology, partners/suppliers and value streams/processes).
- Understand the ITIL Value System and apply its guiding principles to make decisions and adapt ITIL to different contexts.
- Recognize the activities of the product and service life cycle (from discover and design to deliver and support) and their contribution to value creation.
- Identify the purpose of ITIL management practices and how practice guides enable consistent ways of working.
- Explain the continuous improvement approach and the steps of the continual improvement model.
- Understand the fundamentals of value stream mapping & management to improve flow, visibility, and results.
Contents of the ITIL® 5 course: Service Management Foundations and Value Co-Creation
Unit 1 Introduction to ITIL 5 and Digital Management
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
Contents:
- Organizations and People
- Information and Technology
- Partners and Suppliers
- 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
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
Phases:
- Discover
- Design
- Acquire
- Build
- Transition
- Operate
- Deliver
- Support
Workshop:
- Build the lifecycle of:
- A SaaS service
- An internal IT service
Unit 5 ITIL Value System (IVS)
Contents:
- ITIL Value System
- Value Chain
- Governance
- Management Practices
- Continuous Improvement Model
The 7 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
Case study:
- Apply the principles to a real project.
Unit 6 Value Streams
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
7-step model:
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Take action
- Are we getting there?
- How do we keep improvements relevant?
Workshop:
Design a real improvement plan.
Unit 8 Exam Preparation
Includes:
- Exam simulation
- Response techniques
- Identification of:
- Negative questions
- Missing words
- List of questions
- Review of rationales
Final Project
Design:
- ITIL model for a company
- full value stream
- Improvement proposal
- Application of 7 principles
Prerequisites
There are no formal prerequisites to apply for ITIL 5 Foundation.
General experience in IT services, operations, or product teams is recommended for optimal benefit.
Other training modalities
If you are interested in taking this course in person or remotely, please contact us:
