ITIL 5 Foundation Certification Training Course

Summary

This ITIL 5 Foundation course provides learners with a practical understanding of modern IT service management, digital operating models, and AI-enabled service delivery using the ITIL 5 framework. Participants will learn the core principles of service management, the Service Value System, value streams, governance, experience management, intelligent automation, and continuous improvement practices aligned with today’s cloud-native and AI-driven organizations.

By the end of this course, learners will understand how to apply ITIL 5 concepts to improve operational efficiency, enhance customer and employee experiences, manage digital products and services, and support resilient business outcomes in modern enterprises.

Topics Covered

Lesson 1: Introduction to Modern Service Management and ITIL 5

• The evolution of modern IT service management
• Digital transformation and business alignment
• ITIL 5 guiding principles
• Service relationships and value co-creation
• Product-centric operating models
• The role of AI and automation in service management

Lesson 2: Core Concepts of Service Management

• Organizations, service providers, consumers, and stakeholders
• Value, outcomes, costs, and risks
• Customer experience and employee experience
• Utility and warranty
• Service offerings and service relationships
• Governance and compliance fundamentals

Lesson 3: The Four Dimensions of Service Management

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• Hybrid workforce and distributed operations
• Cloud-native infrastructure and cybersecurity integration

Lesson 4: The ITIL 5 Service Value System

• Components of the Service Value System (SVS)
• Governance and organizational alignment
• Continual improvement culture
• Guiding principles in modern enterprises
• Sustainability and resilience considerations
• AI governance and ethical automation practices

Lesson 5: The Service Value Chain and Value Streams

• Service value chain activities
• Designing efficient value streams
• Agile, DevOps, and SRE integration
• Continuous delivery and operational excellence
• Platform operations and workflow optimization
• Digital product lifecycle management

Lesson 6: ITIL 5 Management Practices

• Incident management
• Problem management
• Change enablement
• Service request management
• Service desk operations
• Knowledge management
• Monitoring, observability, and event management
• Service level and experience management
• Information security management
• Supplier and relationship management

Lesson 7: AI, Automation, and Intelligent Service Management

• AI-assisted service management
• Intelligent service desks and virtual agents
• Predictive analytics and automation
• Human-in-the-loop operational models
• AI risk management and governance
• Automation strategy and operational controls
• Generative AI use cases in IT operations

Lesson 8: Continual Improvement and Organizational Readiness

• Building a continual improvement culture
• Measuring service performance and value realization
• KPIs, SLAs, and XLAs
• Organizational change management
• Service maturity and capability development
• Preparing for ITIL 5 Foundation certification

Hands-On Learning Activities

Participants will engage in practical exercises and real-world scenarios, including:

• AI-assisted incident response simulations
• Service value stream mapping workshops
• Change enablement risk analysis
• Experience management exercises
• Digital operations case studies
• Practice certification exam questions

Who Should Attend

This course is ideal for:

• IT professionals
• Service desk analysts
• IT managers and directors
• DevOps and platform teams
• Cloud operations professionals
• Digital transformation leaders
• Business relationship managers
• Anyone pursuing ITIL 5 Foundation certification

Prerequisites

No prior ITIL certification is required. Familiarity with IT services, digital operations, or business technology environments is helpful but not mandatory.

Course Registration Information

All courses carry our guarantee of 100% Satisfaction.

Agility Consulting International provides an unsurpassed training experience. If for any reason you are not satisfied with your experience, simply notify the instructor or registrar of your intent to withdraw from the program prior to the first morning break, return your course materials, and receive a 100% refund.

If at the end of the training session you are unsatisfied with the program, we will credit your tuition toward a future program of your choice. If you apply the training credit toward a higher-priced program, you pay only the difference.

Refund Policy

Participants who cancel fewer than 6 business days before the start of the course session, or who do not attend without prior written notice, will forfeit their tuition.

Participants requesting to reschedule within 6 business days of the course start date may transfer to a future session upon payment of a $200 administrative fee.

Participants are eligible for a full tuition refund only when cancellation is requested more than 6 business days before the course start date.