ITIL®5 Foundation
The ITIL® 5 Foundation course is designed for those who want to apply the ITIL® framework in their professional work, improving and developing both IT and other digital product and service processes, as well as their performance and quality, in today’s era of digital transformation and artificial intelligence.
Within the scope of the training, the main concepts and process models of the ITIL® framework for ensuring the quality of IT Service Management (ITSM) will be acquired.
By participating in discussions and completing practical tasks, participants gain an understanding and the necessary skills in analyzing best practice examples, with the ability to integrate them into their company’s IT Service Management processes.
EU co-financing of 50-100% is available to companies.
The total cost of tuition may vary depending on the rules of the specific association.
Āris Dzērvāns
Lydia Westerhold
Certificates obtained: certified ITIL® Managing Professional and MMAI® participant.
Training methods: Lydia combines strong methodological knowledge with hands-on AI implementation expertise. For several years, she has been delivering practical, interactive trainings on ITIL®, IT-supported work, Atlassian tools, and agile methods – always with a focus on real-life application and people.
Plans
Contact us
Apply or ask a question!
If you want to apply for the course or ask a question about it, feel free to use this form. |
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Contact us
Apply or ask a question!
If you want to apply for the course or ask a question about it, feel free to use this form. |
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|
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Course target
To develop an in-depth understanding and practical skills in applying the ITIL® 5 approach and tools, in order to improve and enhance digital product and service processes, their performance and quality, by integrating modern technologies, automation, and artificial intelligence.
Audience
- Company leaders;
- Business process managers;
- Auditors;
- IT architects;
- IT managers;
- IT specialists;
- External service providers;
- Quality analysts;
- Support specialists;
- Application management;
- Employees of digital product and service management teams.
At Course Completion you will be able to
- Apply ITIL® concepts, principles, and process models to manage an organization’s digital products and services.
- Apply ITIL® digital product and service management principles in real-life work situations.
- Define and understand the core concepts of digital product and service management.
- Understand the ITIL® product and service lifecycle and its activities.
- Apply value stream identification, mapping, and management.
- Define and understand the role of artificial intelligence in service management, including the ITIL® AI capability model.
- Understand the synergy of ITIL® with other frameworks such as DevOps and PRINCE2®.
- Fully prepare for the international certification exam – ITIL® Foundation (Version 5).
Prerequisites
Previous experience in service management is recommended; however, this course is suitable for both beginners and experienced ITIL® professionals.
Training materials
During the training process, official PeopleCert and BDA developed training materials are used, which remain available to participants after completing the training.
BDA provides practice test for all course participants for better preparation for the certification exam.
Certification exam
TIL® Foundation (Version 5) certification exam (the exam fees are already included in the training price).
Course outline
Key ITIL® Terms and Definitions
- Core concepts of digital product and service management.
- Service offering, value co-creation.
- Service relationships: service provider, consumer, digital product vendor.
- Utility, warranty, user experience, and sustainability.
- Practical exercises and discussions.
The Four Dimensions of ITIL® in Digital Product and Service Management
- Organizations and people (including the artificial intelligence dimension).
- Partners and suppliers.
- Information and technology.
- Value stream processes.
- External factors (PESTLE).
ITIL® Product and Service Lifecycle
- Lifecycle activities: discovery, design, procurement, development, transition, operation, delivery, and support.
- Interconnections and iterative nature of activities.
ITIL® Service Value System
- Seven guiding principles and their application.
- Governance and its role in the organization.
- Value chain and operating model.
- Management practices: general and product/service management practices.
- Continual improvement model and its steps.
- Practical exercises and discussion.
Value Stream Identification, Mapping, and Management
- Differences between primary and supporting value streams.
- Value stream mapping and management.
- Complexity thinking.
ITIL® and Artificial Intelligence
- Fundamentals of AI, GenAI, and Agentic AI.
- ITIL® AI capability model.
- AI governance in the context of service management.
- Application of AI in value chain activities.
ITIL® and Other Frameworks
- Complementarity of ITIL® and DevOps.
- Integration of ITIL® and PRINCE2® in product and service lifecycle management.
If you want to get more information about this course, contact us by phone +371 67505091 or send us an e-mail at mrn@bda.lv.
