The ITIL V5 Foundation course provides a comprehensive introduction to modern IT Service Management (ITSM). Built on the globally recognized ITIL framework, this course equips professionals with the knowledge to align IT services with business strategy, improve service quality, and drive continuous improvement.

ITIL® is governed by PeopleCert and developed by AXELOS, ensuring globally standardized best practices in IT service delivery.

This course prepares participants for the ITIL V5 Foundation certification exam and enhances their ability to implement service management excellence in any organization.

ITIL® 5 Foundation introduces participants to:

• The ITIL service value system (SVS)

• The four dimensions of service management

• Key ITIL guiding principles

• IT service management practices

• Service value chain components

• Governance, risk, and continual improvement integration

This course blends theory with practical scenarios to ensure learners can apply ITIL concepts effectively in real-world environments.

Module 1: Introduction to IT Service Management (ITSM)

1.1 What is IT Service Management?

• Definition of service and value
• Utility vs Warranty
• Customer, User, Sponsor concepts
• Outcomes, costs, and risks

1.2 Evolution of ITIL

• History and development of ITIL framework
• ITIL in the modern digital era
• Integration with Agile, DevOps, and Lean

1.3 Key ITIL Terminology

• Service offering
• Service relationship
• Service consumption & provision
• Service level agreements (SLAs)

Module 2: The ITIL Service Value System (SVS)

2.1 Understanding the Service Value System

• Purpose of the SVS
• Components of the SVS
• Creating value through services

2.2 Components of the SVS

• Guiding Principles
• Governance
• Service Value Chain
• Practices
• Continual Improvement

2.3 Governance & Organizational Direction

• Roles of governance in ITSM
• Aligning IT strategy with business objectives
• Risk and compliance management

Module 3: The ITIL Service Value Chain

3.1 Overview of the Service Value Chain

• Plan
• Improve
• Engage
• Design & Transition
• Obtain/Build
• Deliver & Support

3.2 Value Streams

• Definition of value streams
• Mapping value streams
• Eliminating waste and improving efficiency

3.3 Applying the Service Value Chain in Real Projects

• Case studies
• Practical exercises

Module 4: ITIL Guiding Principles

Detailed understanding and application of:

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

Practical Workshop:

• Applying guiding principles to real IT scenarios

Module 5: The Four Dimensions of Service Management

5.1 Organizations & People

• Roles and responsibilities
• Skills and competencies
• Organizational culture

5.2 Information & Technology

• IT infrastructure
• Automation and tools
• Knowledge management systems

5.3 Partners & Suppliers

• Vendor management
• Outsourcing strategies
• Service integration

5.4 Value Streams & Processes

• Workflow optimization
• Process integration
• Performance metrics

Module 6: ITIL Management Practices

General Management Practices

• Continual Improvement
• Information Security Management
• Supplier Management
• Relationship Management

Service Management Practices

• Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Service Level Management
• IT Asset Management
• Monitoring & Event Management
• Service Desk

Technical Management Practices

• Deployment Management
• Infrastructure & Platform Management
• Software Development & Management

Module 7: Continual Improvement Model

• The Continual Improvement Process
• Improvement Register
• Measurement and Reporting
• KPIs and Metrics
• PDCA integration

Workshop:

• Designing a Continual Improvement Plan

Module 8: ITIL® 5 Foundation Exam Preparation

• Exam format and structure
• Question types
• Sample mock tests
• Exam tips and time management strategies
• Revision sessions

Practical Activities Included

• Real-world ITSM case studies
• Group discussions
• Service value mapping exercise
• Incident & Change scenario simulation
• Mock exam practice