ITIL Foundation (version 5) – incl Certification

Course content – main areas

1. digital product and service management

• Basic concepts and definitions
• Interaction types that enable value creation

2. service relationships

• Roles and relationship types
• The importance of benefit, guarantee, experience and sustainability

3. four dimensions of service management

• Holistic perspective on organization, information, partners and processes

4. ITIL Value System & Value Chain

• Components of the framework
• Purpose and activities in the value chain

5. Guiding principles

• The role of principles in decision-making and improvement
• Practical application in the organization

6. management practices

• Introduction to ITIL practices
• Focus on continuous improvement and its model

7. Value stream mapping

• Purpose and benefits of mapping
• How to use value stream mapping to optimize flows

Frequently asked questions about ITIL and IT service management

What is the difference between ITIL and ITSM?
ITSM (IT Service Management) is the discipline of managing IT services effectively – it’s the “what” to be done. ITIL is the framework that describes “how” it is done in practice, with concrete principles, processes and roles.

What is new in ITIL 5 compared to ITIL 4?
ITIL 5 shifts the focus from individual IT services to digital products and value streams in an end-to-end perspective. The framework is adapted for organizations that work with AI and automation, and interacts more closely with agile methods, DevOps and Lean than previous versions.

Are ITIL and Agile methods contradictory?
No. ITIL 5 is designed to coexist with Scrum, SAFe, and DevOps. ITIL adds governance and structure, while agile methodologies contribute speed and flexibility.

What is meant by “value co-creation” in ITIL?
This means that IT and the business are jointly responsible for creating value – not that IT delivers and the business receives. Both parties actively contribute to the functioning of services and products and create benefits.