GTR = sesiune garantata

*Pretul nu include TVA si este valabil pentru un participant inscris la sesiuni publice sau la un curs in format SPVC sau WBT.
Inscrierea la o sesiune publica nu va garanteaza rezervarea unui loc. La scurt timp de la momentul inscrierii, veti fi contactat de un reprezentant Kluger pentru confirmarea rezervarii si a pretului final.
Disponibilitatea acestui curs in alte formate de livrare, sub un cod diferit, se poate verifica in portofoliu.
Daca doriti o sesiune privata, cu agenda standard sau adaptata nevoilor dvs., va rugam sa ne contactati.

Pentru cei care NU doresc optiunea re-take( a doua sansa in cazul in care nu promovati examenul din prima incercare), pretul este de 790 eur+tva ( curs+examen fara re-take).

Cursul se desfășoară pe parcursul a 4 zile, câte 4 ore pe zi (09:00–13:00).
Pentru participarea în grup sau organizarea unei sesiuni dedicate companiei dumneavoastră, vă rugăm să ne contactați pentru o ofertă personalizată.
ITIL® Foundation (Version 5) introduces candidates to the key concepts of digital product and service management not addressed in ITIL 4 Foundation and establishes a common language for effective practice across organizations. It provides an overview of the ITIL (Version 5) framework, including updates and additions to core models, and fundamental concepts, and explains how these elements are used to create, deliver, and continually improve products and services. ITIL Foundation Bridge (Version 5) enables candidates to build on their ITIL 4 knowledge and understand how value can be co-created through the effective management of products and services. It also explains how the ITIL framework has evolved to support modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary ways of working, while remaining adaptable to different organizational contexts and levels of maturity. The Official Book offers valuable content, practical examples, and insight to enhance both the learning experience and real-world application. Familiarity with the Official Book is also essential for success in open-book exams. The Official Book is designed to be a dependable companion and to serve as a trusted source of best practice guidance, supporting consistent decision making and professional excellence.

Learner Kit includes.

• Pre-course Questionnaire:a tool to help you assess your knowledge of the course topics and your learning goals before the course.
• Release Notes:maps the key changes from ITIL 4 to the new ITIL (Version 5).
• Quick Reference Guide:a revision aid and reference document which provides an overview of the course's key concepts.
• Learner Workbook:contains all examinable content, along with quizzes, activities, Syllabus, and Sample Papers with Answers and Rationales.
• Exam voucher valid 1year.

About ITIL® Foundation (Version 5) Exam

The exam is designed to assess whether you can demonstrate sufficient recall and understanding of the ITIL Framework, as described in the Syllabus. The ITIL Foundation (Version 5) is a prerequisite for the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL Framework in context.

• Two Sample Papers are available for you to practice during the course. These will help you to become confident in your understanding and familiar with the style and structure of the exams.
• You will sit a 60-minute exam. All questions are multiple-choice, and there is only one correct answer per question. 
• Remember, this is a closed-book exam, so you must not have any notes or resources.
• You will need to answer 26 out of 40 questions correctly to pass.

By the end of this course, you will be able to:

• understand the key concepts of digital product and service management
• understand service relationships
• understand the ITIL Four Dimensions of Product and Service Management
• understand the ITIL Value System (ITIL VS)
• understand how the ITIL Guiding Principles can help an organization adopt and adapt service management
• understand the ITIL Product and Service Lifecycle Model and the value chain activities
• understand ITIL Management Practices
• understand the benefits of value stream mapping and management
• understand how AI affects ITIL, what AI Governance is, and how ITIL interacts with other frameworks (PRINCE2^® and DEVOPS INSTITUTE^®)

• IT and IT Service Management professionals
• Roles in IT operations, development, and service delivery
• Service managers, service owners, and process leads
• Product managers / product owners
• IT project managers or transformation managers
• Architects, solution designers, and digital leaders
• Consultants or individuals involved in service improvement

Module 1 | Key concepts of digital product and service management

This module introduces the foundations of digital product and service management. It clarifies essential concepts such as goods, product, service, digital product, and digital service, and presents the ITIL Product and Service Lifecycle Model. You will explore service offerings and service interactions, how they support service consumption, and the principles of value, value co-creation, cost, and risk in service management. The module also presents the difference between outputs and outcomes.

By the end of this module, you will be able to:

• define digital product and service management and its purpose
• define goods, product, service, digital product, and digital service as key concepts
• define the ITIL Product and Service Lifecycle as a core concept of digital product and service management
• define service offerings and service interactions
• explain how service offerings and service interactions support service consumption
• define value, value co-creation, cost, and risk in service management
• understand the difference between outputs and outcomes.

Module 2 | Service relationships

This module introduces the service relationships and their role in value co-creation. You will explore how utility, warranty, user experience, and sustainability contribute to value co-creation, and define key service relationship concepts such as service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level Agreement (SLA). The module also explains basic, cooperative, and collaborative service relationships and clarifies the differences between service providers, service consumers, and digital product vendors.

By the end of this module, you will be able to:

• explain how utility, warranty, user experience, and sustainability contribute to value co-creation
• define key service relationship concepts, including service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level Agreement (SLA)
• define basic, cooperative, and collaborative service relationships
• understand the differences between service providers, service consumers, and digital product vendors
• understand the differences between basic, cooperative, and collaborative service relationships.

Module 3 | The ITIL Value System (ITIL VS)

This module introduces the ITIL Value System (ITIL VS) and its role in an organization. It covers the components of the ITIL Value System, including the guiding principles, governance, the value chain, management practices, and continual improvement. You will also explore the ITIL Value System and its purpose in enabling value co-creation through products and services. 

By the end of this module, you will be able to:

• know the components of the ITIL Value System and their role in an organization, including guiding principles, governance, the value chain, management practices, and continual improvement
• explain the ITIL Value System and its purpose in enabling value co-creation through products and services.

Module 4 | Governance

This module introduces governance and its role in directing and controlling an organization. It explains the enabling nature of governance and highlights the key activities through which governance supports value co-creation. You will gain a clear understanding of how governance provides direction and oversight while enabling effective decision-making and sustainable value creation across the organization.

By the end of this module, you will be able to:

• define governance and its role in directing and controlling an organization
• explain the enabling nature of governance and the key activities through which governance supports value co-creation.

Module 5 | ITIL Guiding Principles

This module introduces the ITIL Guiding Principles and their practical relevance. It explains how the ITIL Guiding Principles should be applied in different contexts and describes how they interact to support effective decision-making and continual improvement. The module also explains how feedback contributes to value co-creation, highlighting its role in shaping effective practices.

By the end of this module, you will be able to:

• explain how the ITIL Guiding Principles should be applied in different contexts
• describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement
• explain how feedback contributes to value co-creation.

Module 6 | Value chain and ITIL management practices

This module introduces the value chain and its role in the ITIL Value System (ITIL VS). You will identify the purpose of each ITIL Product and Service Lifecycle management activity within the value chain and recall key terms and definitions related to value chain activities. The module explains how value chain activities are supported by management practices to enable value creation, clarifies the role of management practices within the ITIL Value System, and outlines the structure and benefits of the Official ITIL Practice Guides.

By the end of this module, you will be able to:

• identify the purpose of each ITIL Product and Service Lifecycle activity within the value chain
• recall key terms and definitions related to value chain activities
• explain how value chain activities are supported by management practices to enable value creation
• understand the role of management practices within the ITIL Value System
• explain the structure and benefits of the Official ITIL Practice Guides.

Module 7 | Value streams: mapping and management

This module introduces the purpose and key concepts of value stream mapping and management, establishing a foundation for understanding how value is visualized and improved. It also explains the relationship between value stream mapping and value stream management, helping you see how mapping activities support effective, ongoing management of value streams across an organization.

By the end of this module, you will be able to:

• know the purpose and key concepts of value stream mapping and management
• understand the relationship between digital value stream mapping and value stream management.

Module 8 | Continual improvement

This module introduces continual improvement within the ITIL Value System and explains its role in organizations. You will describe continual improvement within the ITIL Value System and its role in organizations, and understand the steps of the ITIL Continual Improvement Model, building a clear foundation for applying structured improvement practices across services and activities.

By the end of this module, you will be able to:

• describe continual improvement within the ITIL Value System and its role in organizations
• understand the steps of the ITIL Continual Improvement Model.

Module 9 | The Four Dimensions of Product and Service Management

This module introduces the ITIL Four Dimensions of Product and Service Management and explains their importance in enabling a holistic approach to value creation. It also explores how AI can assist in the product and service lifecycle, highlighting opportunities to enhance decision-making and efficiency. In addition, you will gain an understanding of the ITIL AI Capability Model and how it supports the effective integration of AI within product and service management practices.

By the end of this module, you will be able to:

• explain the ITIL Four Dimensions of Product and Service management and their importance in a holistic approach
• understand how AI can assist in the product and service lifecycle
• understand the ITIL AI Capability Model.

Module 10 | ITIL and other frameworks integration

This module introduces the integration between ITIL and other frameworks, explaining how ITIL and DevOps complement each other in the management of the product and service lifecycle and how ITIL can effectively work with DevOps ways of working. It also highlights why project management is important when applying ITIL practices and explores how ITIL can be combined with PRINCE2 methods in the management of the product and service lifecycle.

By the end of this module, you will be able to:

• understand how ITIL and DevOps complement each other across the product and service lifecycle
• recognize how ITIL practices can effectively collaborate with DevOps ways of working
• understand why project management is important when applying ITIL practices
• understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile to deliver products and services effectively.