ITSM Foundations Version 5 Uncovered

Covers organizational culture, leadership, structure, roles, skills, and competencies required for effective service management.

Introduces the Four Dimensions and explains why all four must be considered together when designing and managing services.

Explains value streams, processes, and workflows as mechanisms for delivering value.

Explores how AI impacts people, roles, skills, and organizational models in service management.

Introduces complexity thinking and approaches for optimizing workflows in dynamic environments.

Covers technology platforms, automation, and AI as enablers of digital services.

Explains how data, information, and knowledge support decision-making and value creation.

Explains sourcing strategies, supplier relationships, and managing external partners.

Explains the service economy and how service value is defined and perceived by service consumers.

Explains outcomes, costs, and risks and their role in value creation and decision-making.

Explains digital products and digital services and how they work together to enable value.

Explains basic, cooperative, and collaborative service relationships.

Covers service provider and service consumer roles, including sponsor, customer, and user.

Explains the service journey and how service interactions evolve over time.

Explains service quality, service levels, and service level agreements (SLAs).

Introduces the ITIL Product and Service Lifecycle and its non-linear, iterative nature.

Covers the purpose and execution of the Discover and Design activities, including human-centred design.

Explains sourcing, acquisition, and building of products and services.

Explains testing, release, and deployment into live environments.

Explains live operation of services.

This lesson explains how the Deliver activity provides services to users based on SLAs. You’ll learn how service delivery differs from operation, how users are onboarded and supported, and how service quality and feedback drive continual improvement across the lifecycle.

Explains support activities, problem investigation, and continual improvement.

Introduces the ITIL Value System and how its components enable value creation.

Introduces all seven ITIL Guiding Principles.

Explains these two principles and how they guide decision-making.

Explains iteration, feedback loops, and measurement.

Explains collaboration, transparency, and holistic thinking.

Explains holistic thinking.

Covers simplicity

Explains governance bodies, governance patterns, and governance within the value system.

Explains value chain activities, operating models, and value chain patterns.

Explains ITIL management practices and the role of ITIL Practice Guides.

Explains the 7-step Continual Improvement Model and how it is applied.

Explains why value streams are essential in digital organizations.

Explains different types of value streams and their purpose.

Explains how value streams are mapped, managed, and improved.

Explains how architecture management provides a holistic understanding of organizational structure, systems, and relationships. Covers architecture principles, alignment with strategy, and how architecture supports value creation.

Explains how continual improvement aligns practices and services with evolving business needs. Covers improvement culture, improvement models, metrics, and structured improvement initiatives.

Covers how organizations capture, structure, share, and improve knowledge. Explains knowledge bases, documentation standards, and how knowledge supports faster resolution and innovation.

Explains how metrics, KPIs, and reporting enable data-driven decision-making. Covers performance measurement, dashboards, and linking metrics to strategic objectives.

Covers managing the human side of change. Explains stakeholder engagement, communication strategies, resistance management, and ensuring successful transformation outcomes.

Explains how organizations prioritize and balance products, services, and initiatives. Covers strategic alignment, funding decisions, and value optimization.

Covers structured management of temporary initiatives. Explains project governance, planning, risk management, and successful delivery aligned to business cases.

Explains how organizations build and maintain effective stakeholder relationships at strategic and tactical levels. Covers trust-building and communication alignment.

Covers identification, assessment, treatment, and monitoring of risks. Explains proactive risk management and integration into organizational decision-making.

Covers defining organizational direction, mission, vision, and strategic objectives. Explains how strategy guides value creation.

Explains managing suppliers and contracts to ensure seamless service delivery. Covers performance monitoring and partnership governance.

Covers ensuring the right skills, roles, and competencies are available. Explains workforce planning, capability development, and talent optimization.

Covers ensuring agreed service availability levels. Explains resilience design, uptime metrics, and reliability management.

Covers how business analysis identifies business needs, defines requirements, and recommends solutions. Explains stakeholder engagement, requirement gathering, and value-focused decision-making.

Covers assessing and authorizing changes to maximize successful outcomes. Explains change models, risk assessment, and governance.

Explains moving new or changed components into controlled environments. Covers release planning and deployment controls.

Covers restoring normal service operation quickly after incidents. Explains prioritization, escalation, and minimizing business impact.

Explains how confidentiality, integrity, and availability are protected. Covers risk-based security management, policy development, and governance of digital information.

Covers managing infrastructure and platforms to ensure reliable service support. Includes cloud, hosting, and environment oversight.

Explains lifecycle management of IT assets. Covers cost control, compliance, and value optimization.

Covers proactive monitoring of services and components. Explains event detection, alerting, and automation.

Covers identifying root causes of incidents. Explains error control, known errors, and long-term prevention strategies.

Explains making new or changed services available for use. Covers release planning and coordination.

Covers maintaining a single source of consistent service information. Explains transparency and accessibility of service offerings.

Explains maintaining accurate configuration records and relationships between service components. Covers CMDB and CMS concepts.

Covers maintaining a single source of consistent service information. Explains transparency and accessibility of service offerings.

Covers preparing for disasters and maintaining service availability during major disruptions. Explains resilience and recovery planning.

Explains designing services that are fit for purpose and fit for use. Covers requirements, user experience, and sustainability.

Covers providing a single point of contact for users. Explains ticket handling, communication, and user support.

Explains budgeting, accounting, and charging models for services. Covers cost transparency and ensuring financial sustainability of services.

Explains defining, monitoring, and reporting service performance. Covers SLAs and service quality metrics.

Explains validating that services meet requirements before release. Covers test environments and acceptance criteria.

Covers ensuring applications meet functional and non-functional requirements. Explains integration with DevOps and lifecycle practices.

Explains professional development paths and PeopleCert Plus.

Final consolidation of concepts, exam mindset, and next certification s