ITIL® Foundation (Version 5)

ITIL (Version 5) is the next evolution of the world’s most trusted management framework. It’s designed for AI-driven, digital-first organisations and expands ITIL from service management to full digital product and service management.

ITIL gives leaders, teams, and partners a common language to align strategy, operations, and customer experience, without losing what already works. It’s practical, adaptable, backward compatible, and built to help organisations move faster, stay compliant, and deliver measurable value in a rapidly changing AI-driven digital world.

WHAT YOU GAIN WITH THE NEW ITIL

Trusted, AI-native capability

Build confidence working in AI-enabled environments with guidance designed for real-world adoption and scalable use.

Practical guidance designed for real work

Instantly adopt and adapt ITIL through clear examples, scenarios, and proven practices-focused on application.

Clear contribution to value across the business

Understand how your role contributes to outstanding measurable outcomes across products, services, and experiences through an end-to-end, value-driven approach.

Relevant for every role not just IT Service Management, across the organisation

Develop capabilities that enable collaboration across product, service, experience, strategy, and transformation roles.

A LEARNING JOURNEY THAT GROWS WITH YOU

The new ITIL offers a clear, flexible qualification scheme designed around real digital roles.

You can start with the core concepts and progress through role-aligned learning paths that help you build practical capabilities, adopt and adapt what you learn, and grow as your role and career evolve.

Each step is designed to support real-world application, so you can use ITIL with confidence in your role.

Learning outcomes

• Understand modern digital product & service management using ITIL’s updated, end-to-end lifecycle.
• Apply the ITIL Value System and guiding principles to improve collaboration, alignment, and value delivery.
• Work effectively in AI-enabled, dynamic environments with practical, future-ready guidance.
• Design and deliver human-centric, experience-driven services that focus on outcomes and co-created value.
• Use the Four Dimensions of Service Management to ensure balanced, holistic practices.
• Optimise value streams for seamless flow from concept to continual improvement.
• Integrate ITIL with Agile, DevOps, and Lean for high-velocity, modern ways of working.
• Embed continual improvement into daily operations to drive ongoing excellence.

Who should attend

• Existing ITIL Professionals – ITSM, operations, service managers and architects
• Enterprise Leaders and Transformation Teams – CIO, CDO, Head of transformation and Enterprise Architects
• Product, Experience and Digital Teams – Product managers, CX leaders and digital delivery teams

Course contents

• Introduction
  • Evolving IT service management
  • About ITIL
  • Key concepts
• The ITIL Four Dimensions of Product and Service Management
  • Organisations and people
  • Value streams and processes
  • Information technology
  • Partners and suppliers
• Key concepts of digital product and service management
  • The service economy
  • Service relationships
• The ITIL Product and Service Lifecycle
  • Discover
  • Design
  • Acquire
  • Build
  • Transition
  • Operate
  • Deliver
  • Support
• The ITIL Value System
  • Introduction to the ITIL Value System
  • The ITIL Guiding Principles
  • Governance
  • Value chain
  • Practices
  • Continual improvement
• Identifying, mapping and managing value streams
• Next steps
  • Improving organisations
  • Improving professional capabilities
  • Beyond ITIL

Course fees

ITIL Foundation (Version 5) Course (2 days) + Certificate Exam

• Live Virtual Training: NZD$1,690

All participants will receive:

• Practice Examinations
• ITIL Foundation (Version 5) Certificate Exam Voucher
  • Available to purchase via PeopleCert - Take2 Re-sit Exam option.
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Unparalleled Post Course Support

Virtual Courses:

• E-COPY: Official ITIL® Foundation Textbook
• E-COPY: Comprehensive Course Workbook
  E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.

Face-to-Face courses:

• E-COPY: Official ITIL® Foundation Textbook
• HARD COPY + E-COPY: Comprehensive Course Workbook, quality colour printed

Exams & Additional Information

Live Virtual Training = Participants of the ITIL Foundation Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT.

Face-to-Face Training = Participants of the ITIL Foundation Face-to-Face Training course will be provided with a paper-based exam sat in class at the end of day 2.

The ITIL foundation exam comprises:

• Multiple choice examination questions
• 40 questions
• 26 marks required to pass (out of 40 available) – 65%
• 60 minutes duration
• Closed book.

Pre-requisites
There are no pre-requisites for this course.