ITIL5FB: ITIL® Foundation (Version 5) Bridge

Module 1: Key concepts of digital product and service management

• understand the key differences between ITIL 4 and ITIL Foundation (Version 5)
• define the key concepts of service, product, digital product, and digital service
• explain the ITIL Product and Service Lifecycle
• define and explain service offerings, including service actions, transfer of goods, and access to resources
• understand value co-creation, including value, cost, risk, output, and outcome

Module 2: Service relationships

• define the key concepts of organization, service provider, service consumer, and digital product vendor
• define and distinguish basic, cooperative, and collaborative (partnership) service relationships
• define the concept of the service journey
• define the roles of sponsor, customer, and user
• define service quality and service level
• define a Service Level Agreement (SLA)
• understand the roles of service providers, service consumers, and digital product vendors within service relationships

Module 3: The ITIL Value System

• 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

• 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

• 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

• 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

• 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

• 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 ITIL Four Dimensions of Product and Service Management

• 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

• 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