ITIL® V5 Foundation

Build a strong foundation in modern IT service management with ITIL® V5 Foundation training.

Course Overview

The ITIL® V5 Foundation training provides an introduction to the key concepts and principles of modern IT service management. The course is designed to help participants understand how organizations create, deliver, support, and improve services that provide value to customers and stakeholders.

Participants will explore the fundamental concepts of service management, the importance of value creation, the role of stakeholders, and the practices that support effective service delivery. The training also introduces the relationship between people, processes, technology, partners, and other components involved in managing modern digital services.

Through structured learning and practical examples, participants develop a foundation for understanding how IT service management can support organizational objectives, improve service quality, and enable continual improvement.

The course is suitable for IT professionals and other individuals who want to develop a structured understanding of contemporary IT service management and prepare for the ITIL® V5 Foundation certification.

Who Should Attend

This training is suitable for:

IT professionals looking to develop or strengthen their service management knowledge.
IT service managers and service desk professionals.
IT support and operations professionals.
Project and program professionals working with IT-enabled services.
Business analysts and process professionals.
Professionals involved in digital transformation initiatives.
Managers responsible for IT services and service delivery.
Individuals beginning a career in IT service management.
Professionals preparing for the ITIL® V5 Foundation certification.
Anyone interested in understanding modern IT service management concepts.

Course Outline

Module 1 — Introduction to IT Service Management

Understanding the purpose and importance of IT service management
Exploring key concepts of services, value, and value creation
Understanding the roles of service providers, customers, users, and stakeholders
Distinguishing between outcomes, outputs, costs, and risks
Understanding the role of value in modern IT service management

Module 2 — Key Concepts of Service Management

Understanding the principles of value and value creation
Exploring the relationship between products, services, and value
Understanding service relationships and their key components
Understanding service provision and service consumption
Identifying and addressing customer and stakeholder needs
Understanding the importance of effective collaboration and communication

Module 3 — Service Management Guiding Principles

Understanding the purpose and importance of guiding principles
Applying guiding principles to real-world service management scenarios
Focusing on value throughout service management activities
Assessing the current state and starting where you are
Progressing iteratively through continuous feedback and learning
Collaborating effectively and promoting transparency and visibility
Taking a holistic approach to service management
Keeping processes and approaches simple, practical, and effective
Optimizing processes and using automation where appropriate

Module 4 — Service Management and the Organization

Understanding the role of people and organizational culture in service management
Understanding processes, workflows, and their contribution to service delivery
Exploring the role of technology, information, and data
Understanding the role of partners, suppliers, and external stakeholders
Understanding organizational structures, roles, and capabilities
Building effective collaboration across teams and organizational functions
Aligning service management activities with business objectives and organizational goals

Module 5 — Service Management Practices

Introduction to essential service management practices
Understanding the purpose, value, and importance of key practices
Managing incidents and service requests effectively
Identifying and addressing the underlying causes of problems
Understanding change management and enabling controlled, effective change
Managing service levels and meeting agreed service expectations
Understanding the role of continual improvement in service management
Understanding information security and related service management practices
Understanding how different practices work together to support value creation

Module 6 — Continual Improvement

Understanding the purpose and importance of continual improvement
Identifying and prioritizing improvement opportunities
Assessing current performance and establishing a baseline
Defining clear and measurable improvement objectives
Planning, implementing, and managing improvement initiatives
Measuring and evaluating improvement results
Using feedback, lessons learned, and performance data to drive further improvement

Module 7 — Applying IT Service Management

Applying service management concepts to real-world business and IT scenarios
Connecting service value management with business outcomes
Applying guiding principles to practical service management situations
Strengthening collaboration and communication across teams
Using service management practices to support effective service delivery
Identifying opportunities to improve service quality, efficiency, and value

Module 8 — Certification Preparation

Reviewing key IT service management concepts and principles
Revising essential terminology, definitions, and concepts
Practicing exam-style questions and scenario-based assessments
Preparing effectively for the certification examination
Developing effective exam-taking strategies and techniques
Conducting a final review to reinforce knowledge and exam readiness

Learning Objectives

By the end of the training, participants should be able to:

Understand the fundamental concepts of IT service management.
Explain the importance of value creation in service management.
Understand how service providers, customers, users, and other stakeholders contribute to value.
Describe key principles that guide effective service management.
Understand the importance of continual improvement in service management.
Recognize the role of people, processes, technology, information, partners, and other resources in service delivery.
Understand how service management practices support the delivery and improvement of services.
Identify how effective IT service management can contribute to organizational objectives.
Apply fundamental IT service management concepts to common workplace scenarios.
Prepare for the ITIL® V5 Foundation certification examination.

Training Details

Course duration

2 Days

Delivery Mode

Instructor-led

Email

info@intelicert.com

Phone

+91 98765 43210

InteliCert