This course is designed to equip participants with the foundational knowledge required to understand and apply the ITIL framework in modern service management environments.

Participants will learn the key concepts of ITIL Version 5, including the ITIL Value System, guiding principles, four dimensions of service management, service value chain, practices, and continual improvement. The course also introduces how ITIL supports digital product and service management, organisational value creation, customer experience, and AI-enabled ways of working.

Through structured learning, practical examples, and exam-focused guidance, participants will gain the confidence to understand ITIL best practices, support service improvement initiatives, and prepare for the ITIL Foundation certification exam.

This course is suitable for individuals who want to understand IT service management and the ITIL framework at a foundational level.

It is especially suitable for:

• IT service management professionals
• IT support staff
• Service desk teams
• IT operations teams
• Project managers
• Business analysts
• Process improvement teams
• IT managers and team leaders
• Professionals preparing for the ITIL Foundation certification exam

Participants do not need prior ITIL certification or service management experience to attend this course.

Before attending this course, participants are recommended to have:

• Basic understanding of IT services and technology-enabled business operations
• General awareness of service delivery, support, or operations processes
• Interest in service management, process improvement, and digital transformation
• Basic workplace experience in IT or business service environments is helpful but not mandatory

At the end of this course, participants will be able to:

• Understand the key concepts, terminology, and purpose of ITIL Version 5
• Explain the ITIL Value System, guiding principles, and four dimensions of service management
• Describe how ITIL practices support service delivery, support, improvement, and value creation
• Apply ITIL concepts to support modern digital product and service management
• Prepare for the ITIL Foundation certification exam

• Introduction to ITIL Version 5 and modern IT service management
• Understanding key ITIL concepts, terminology, value, products, services, and stakeholders
• Exploring the ITIL Value System, guiding principles, and four dimensions of service management
• Understanding the service value chain, continual improvement, and value co-creation
• Overview of ITIL practices for service delivery, support, operations, governance, and improvement
• Applying ITIL concepts to digital products, services, customer experience, and AI-enabled environments
• Reviewing key ITIL Foundation exam focus areas and preparing for certification