Module 1
Introduction to ITIL® and Service Management
Understand why organisations need service management and how it connects technology with the needs of the business.
- Purpose of ITIL® and service management
- Why organisations need a service management approach
- Digital products and services
- Service providers, consumers & stakeholders
- Value creation and value co-creation
- Outcomes, outputs, costs, risks and value
Key Takeaway: Value depends on how providers, consumers and other stakeholders work together and experience a service.
Module 2
Key ITIL® Concepts
Build the vocabulary needed to understand course discussions and interpret Foundation exam questions with precision.
- Products, services and service offerings
- Service relationships, provision and consumption
- Value, outcomes and outputs
- Costs and risks analysis
- Utility and warranty distinctions
- Customers, users, sponsors and stakeholders
Key Takeaway: Explain essential terms clearly and distinguish concepts that can appear similar in an exam or workplace discussion.
Module 3
Value Co-Creation
Explore how different stakeholders actively influence and determine the overall value of a digital service.
- Provider and consumer perspectives
- The extended stakeholder ecosystem
- Customer experience (CX) and user experience (UX)
- Outcomes and measurable value realisation
- Collaboration and shared responsibility models
Key Takeaway: Discuss service success from both the provider's and the consumer's perspective.
Module 4
Four Dimensions of Product and Service Management
Examine the four connected dimensions that support effective digital products and resilient services.
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Hands-on Application Exercise: Review a proposed workplace workflow change. Identify the people and skills, systems and data, supplier dependencies, and process changes required to make it succeed without disruption.
Key Takeaway: Consider the wider service environment before recommending any change.
Module 5
ITIL® Value System
Understand how an organisation coordinates its activities to create, deliver, and continuously improve value.
- Purpose of the ITIL® Value System (IVS)
- Guiding principles & Governance
- Value chain activities overview
- Management practices integration
- Continual improvement integration
Key Takeaway: Explain how the components relate to one another rather than viewing each in isolation.
Module 6
ITIL® Guiding Principles
Learn how the seven universally applicable guiding principles inform practical day-to-day decisions:
- 1. Focus on value
- 2. Start where you are
- 3. Progress iteratively with feedback
- 4. Collaborate and promote visibility
- 5. Think and work holistically
- 6. Keep it simple and practical
- 7. Optimize and automate
Key Takeaway: Select relevant principles when discussing a service challenge or improvement opportunity.
Module 7
Product and Service Lifecycle
Explore how lifecycle activities connect product development, service delivery, and operational support.
- Discover & Design
- Acquire & Build
- Transition & Operate
- Deliver & Support
Key Takeaway: Understand the connections and handovers between lifecycle activities and where feedback loops improve outcomes.
Module 8
Value Streams and Value-Stream Mapping
Understand how work moves across teams to achieve a useful outcome for customers and internal users.
- Purpose of value streams
- Value-stream mapping fundamentals
- Activities, handovers and feedback loops
- Recognising delays and bottlenecks
Real-World Example: Follow an incident from the user's initial report through recording, categorisation, prioritisation, investigation, resolution, user confirmation, and closure. Review the feedback that could improve future handling.
Key Takeaway: Look beyond a single task to understand the complete flow of work.
Module 9
Introduction to ITIL® Management Practices
Explore the role of essential management practices through practical workplace examples:
- Incident Management
- Problem Management
- Service Request Management
- Service Desk Practice
- Change Enablement
- Deployment Management
- Release Management
- Service Configuration Management
- IT Asset Management (ITAM)
- Monitoring and Event Management
- Service Level Management (SLM)
- Relationship Management
- Supplier Management
- Information Security Management
- Continual Improvement
Key Takeaway: Recognise how different practices contribute to service delivery and support. (This is introductory Foundation coverage, not specialist practitioner training in each practice).
Module 10
Continual Improvement
Use a structured set of questions to understand, execute, and assess service improvements:
- 1. What is the vision?
- 2. Where are we now?
- 3. Where do we want to be?
- 4. How do we get there?
- 5. Take action.
- 6. Did we get there?
- 7. How do we keep the momentum going?
Key Takeaway: Connect improvement activity with a clear starting point, a desired outcome, and a way to assess progress.
Module 11
ITIL® in Digital and AI-Enabled Environments
Explore how service management concepts relate to modern technology and working practices in the era of Artificial Intelligence.
- Digital products and cloud services
- Automation and AI-enabled operations
- Data-driven decision-making
- Digital customer experience
- Cross-functional teams & modern ways of working
- Risk management and AI governance
- Human and technology collaboration
Key Takeaway: Discuss how technology choices affect services, people, risk and value. This module builds management awareness rather than AI development skills.
Module 12
Foundation Exam Preparation
Bring the course concepts together and prepare thoroughly for the certification assessment.
- Foundation exam structure & passing strategies
- Core terminology and concept review
- Scenario-based practice questions
- Interpreting questions and eliminating distractors
Key Takeaway: Identify areas that need further revision and approach the PeopleCert exam with complete confidence.
Official PeopleCert Framework
