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ITIL Foundation (Version 5) Syllabus

Key ITIL Terms and Definitions

Core vocabulary of digital product and service management and value co-creation.

30%
Weight
12
Questions
30
Marks

Products and Services

  • Digital products and services
  • Value and value co-creation
  • Outcomes, costs and risks
  • Utility and warranty

Stakeholders and Relationships

  • Service providers and consumers
  • Service relationships
  • Service offerings
  • Customers, users and sponsors

The Four Dimensions of Product and Service Management

The four dimensions that ensure a holistic approach.

10%
Weight
4
Questions
10
Marks

The Dimensions

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

Applying the Dimensions

  • External factors
  • Holistic design
  • Balancing the dimensions
  • Dimension trade-offs

Product and Service Lifecycle

The ITIL Product and Service Lifecycle Model that replaces the ITIL 4 service value chain.

10%
Weight
4
Questions
10
Marks

Lifecycle Activities

  • Purpose of the lifecycle model
  • Lifecycle activities from discovery to retirement
  • Inputs and outputs between activities
  • Lifecycle vs. ITIL 4 value chain

Structural Concepts

  • Products across their lifecycle
  • Feedback loops
  • Lifecycle governance
  • Adapting the lifecycle to context

The ITIL Value System

Components of the ITIL value system, including the guiding principles, governance, practices and continual improvement.

40%
Weight
16
Questions
40
Marks

Value System Components

  • Opportunity, demand and value
  • Governance
  • Management practices
  • Continual improvement

Guiding Principles

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically, keep it simple, optimize and automate

Management Practices

  • Purpose of key practices
  • Incident and problem management
  • Change enablement
  • Service request and service desk
  • Service level management

Value Stream Identification, Mapping and Management

Identifying, mapping and managing value streams.

5%
Weight
2
Questions
5
Marks

Value Stream Basics

  • Value stream definition
  • Identifying value streams
  • Steps and triggers
  • Value stream mapping

Managing Value Streams

  • Measuring flow
  • Removing waste
  • Improving value streams
  • Practices within value streams

ITIL and AI

How AI supports and is governed within product and service management.

3%
Weight
1
Questions
3
Marks

AI in Service Management

  • ITIL AI capability model
  • AI use cases in service management
  • Human and AI collaboration
  • Responsible AI considerations

Managing AI

  • Governing AI-enabled services
  • AI risks
  • Data quality for AI
  • Measuring AI value

ITIL and Other Frameworks

How ITIL aligns with other frameworks and methods.

2%
Weight
1
Questions
2
Marks

Framework Alignment

  • ITIL and DevOps
  • ITIL and Agile
  • ITIL and PRINCE2
  • Combining frameworks

Integration Choices

  • When to combine approaches
  • Avoiding duplication
  • Shared terminology
  • Adapting ITIL to context

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Learning Progress

Key ITIL Terms and Definitions 85%
The Four Dimensions of Product and Service Management 92%

Practice Test Scores

95%
Latest Score
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