ITIL® Foundation (Version 5)

ITIL® Foundation (Version 5) provides a comprehensive introduction to the principles of modern IT service management (ITSM) and digital product and service management. It establishes a common language and globally recognized framework that enables organizations to create, deliver, operate, and continually improve products and services while maximizing value for customers and stakeholders.

The course explores the core components of the ITIL (Version 5) framework, including its guiding principles, service value system, value streams, governance model, and management practices. Participants will gain a solid understanding of how ITIL helps organizations improve collaboration, operational efficiency, service quality, customer experience, and business outcomes through effective value co-creation.

Aligned with today’s digital business environment, ITIL Foundation (Version 5) also examines how the framework supports artificial intelligence (AI), automation, data-driven decision-making, digital transformation, and modern operating models. Learners will discover how ITIL adapts to organizations of all sizes and industries while enabling innovation, resilience, and continual improvement.

The ITIL Foundation (Version 5) certification exam validates a candidate’s knowledge of the ITIL framework, terminology, concepts, and best practices as defined in the official syllabus. Successfully earning this certification demonstrates a strong foundation in IT service management and prepares professionals to contribute effectively to modern digital organizations.

As the entry-level certification in the ITIL qualification pathway, ITIL Foundation (Version 5) is the mandatory prerequisite for advanced ITIL (Version 5) certifications, which develop the practical skills needed to apply ITIL guidance in real-world service management, digital product management, and AI-enabled business environments.

ITIL® Foundation (Version 5) Course Syllabus

Module 1: ITIL Fundamentals

• Key ITIL terminology and definitions
• Fundamentals of product and service management
• Experience, strategy, and organizational transformation
• Service offerings and service portfolios
• Value co-creation principles
• Service relationships and stakeholder collaboration

Module 2: The ITIL Four Dimensions of Product and Service Management

• Introduction to the ITIL Four Dimensions
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Internal and external factors influencing service management

Module 3: ITIL Product and Service Lifecycle

• Introduction to the ITIL product and service lifecycle
• Lifecycle stages and management activities
• Purpose and scope of lifecycle activities
• Delivering value throughout the product and service lifecycle

Module 4: The ITIL Value System

• Components of the ITIL Value System (ITIL VS)
• ITIL guiding principles
• Governance and organizational oversight
• The ITIL service value chain
• ITIL management practices
• The ITIL continual improvement model

Module 5: Value Stream Identification, Mapping, and Management

• Core concepts of value streams
• Identifying and mapping value streams
• Managing and optimizing value streams
• Practical application of value stream management
• Purpose and benefits of value stream mapping

Module 6: ITIL and Artificial Intelligence

• Introduction to artificial intelligence (AI)
• AI-enabled service management
• ITIL AI Governance principles
• Responsible AI and digital transformation

Module 7: ITIL and Complementary Frameworks

• ITIL and DevOps
• ITIL and PRINCE2
• Integrating ITIL with modern digital and project management practices

Exam Specification: