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Course Syllabi (Syllabuses)

ITIL Foundation (Version 5)

​The Course

Foundation level is to certify that each student gains the knowledge of the ITIL terminology, structure and basic concepts, and is a prerequisite in order to progress through the ITIL certification scheme. 

 

Course Syllabus

  • Concepts of digital product and service management

  • Service relationships

  • Four dimensions of product and service management

  • The ITIL value system (VS)

  • Guiding principles

  • Governance

  • The value chain and management practices

  • Value streams: mapping and management

  • Continual improvement

  • ITIL and other frameworks integration

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Prerequisites

There are no prerequisites to take this course/exam.

ITIL Product (Version 5)

The Course

ITIL Product (Version 5) represents one of the three core modules of the ITIL Managing Professional (Version 5) designation. ITIL Product (Version 5) aims to provide candidates with an understanding of how ITIL Product guides organisations in creating and continually improving digital products across the ITIL Product and Service Lifecycle,

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Course Syllabus

  • Understand the key concepts of digital products and services

  • Explain the scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model

  • Describe how the value chain activities support the lifecycle

  • Explain and apply the purpose, steps, roles, outputs, CSFs, metrics, and recommendations for each activity

  • Explain how management practices enable value chain activities

  • Describe how operating models and value streams support digital product management

  • Understand how AI, automation, PRINCE2, and DevOps enhance lifecycle delivery.

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Prerequisites

ITIL Foundation v4 or v5 is required for students to undertake this course/exam.

ITIL Service (Version 5)

The Course​

ITIL Service (Version 5) represents one of the three core modules of the ITIL Managing Professional (Version 5) designation. ITIL Service (Version 5) aims to provide candidates with an understanding of how ITIL Service guides organisations in creating and continually improving digital services across the ITIL Product and Service Lifecycle.

 

Course Syllabus

  • Understand the key concepts of digital products and services

  • Explain the scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model

  • Describe how the value chain activities support the lifecycle

  • Explain and apply the purpose, steps, roles, outputs, CSFs, metrics, and recommendations for each activity

  • Explain how management practices enable value chain activities

  • Describe how operating models and value streams support digital service management

  • Understand how AI, automation, PRINCE2, and DevOps enhance lifecycle delivery.

​

Prerequisites

ITIL Foundation v4 or v5 is required for students to undertake this course/exam.

ITIL Experience (Version 5)

The Course​

ITIL Experience (Version 5) represents one of the three core modules of the ITIL Managing Professional (Version 5) designation. ITIL Experience extends traditional ITIL by shifting the focus from services as delivered to services as lived, integrating human perception, trust, and behaviour with reliability, cost, and performance to embed experience thinking into strategy and service management.

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Course Syllabus

  • Explain core ITIL concepts from an experience management perspective

  • Describe how experience influences products, services, relationships, and journeys

  • Explain how experience is captured, measured, and governed

  • Apply experience frameworks and continual improvement to enhance experience

  • Explain how AI, DevOps, and project management integrate with ITIL for value creation. 

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Prerequisites

ITIL Foundation v4 or v5 is required for students to undertake this course/exam.

ITIL Transformation (Version 5)

The Course​

Note: ITIL Transformation is a required module for all three Version 5 designations - Practice Manager (PM). Managing Professional (MP), and Strategic Leader (SL). Although it's shown as the final step in the certification scheme, it can be taken at any stage. Passing the Transformation exam only once grants access to all three pathways to achieving one or more of these designations (PM, MP and SL).

 

The Course

ITIL Transformation presents frameworks and models for designing and managing transformation initiatives effectively. It positions ITIL Transformation as a comprehensive guide for organisations undertaking significant large-scale transformation to their value systems, particularly in the context of digital product and service management. Unlike continual improvement practices, which focus on incremental enhancements, transformation addresses improvements that are significant in scope, scale, and impact.

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Course Syllabus

  • Introduction to ITIL Transformation - what transformation means within the ITIL framework.

  • Understand the Transformation model

  • Understand the common patterns for Transformation

  • Understand the value of measurement, learning and combining different elements during change

  • Understand Transformation in AI context

  • Understand ITIL and other frameworks (AI-governance, ITIL-DevOps, and ITIL-Prince2)

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Prerequisites

ITIL Foundation v4 or v5 is required for students to undertake this course/exam.

ITIL Monitor, Support and Fulfil (Version 5)

The Course​

Part of the practice manager (PM) designate, Monitor, Support and Fulfil (MSF) certifies that each student has gained the knowledge and understanding necessary regarding the five management practices belonging to MSF, namely, 

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  1. ITIL Incident Management  Practice

  2. ITIL Service Desk Practice

  3. ITIL Service Request Management Practice

  4. ITIL Monitoring and Event Management Practice

  5. ITIL Problem Management Practice

 

Course Syllabus

The course is intended to provide candidates with best practice guidance at both strategic and operational levels of maximising value from the five practices covered, incorporating: 

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  • The key concepts

  • The processes

  • Roles and competencies

  • Technologies and support

  • The role of partners and suppliers

  • How the ITIL capability model can be used 

  • Recommendation for the practice success

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Prerequisites

ITIL Foundation v4 or v5 is required for students to undertake this course/exam.

Certification Scheme

ITIL Version 5 Certification Scheme

ITIL 5 Certification
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