Organisations managing digital products and services require more than operational stability; they need a shared, modern framework that reflects evolving technologies, governance expectations, and value creation models. This course bridges existing ITIL 4 knowledge with the expanded concepts introduced in ITIL (Version 5), addressing gaps critical to managing digital products and services in complex, data‑driven environments. Participants will examine how value is co‑created through service relationships, governance, value streams, and lifecycle management, while understanding how ITIL has evolved to support automation, artificial intelligence, and contemporary ways of working. The course is delivered through structured modules led by trainers, combining conceptual explanations with practical examples to demonstrate how ITIL (Version 5) principles and models are applied across different organisational contexts and maturity levels.
Learning Outcomes:
Understand digital product and service management within the ITIL (Version 5) framework
Identify how service relationships enable value co‑creation for digital products and services
Explain the structure and purpose of the ITIL Value System and its components
Analyse governance and the role of the ITIL Guiding Principles in decision‑making
Apply lifecycle, value chain, and value stream concepts to product and service management
Evaluate the impact of artificial intelligence on ITIL practices and governance
Key Topics:
Digital product and service management concepts in ITIL (Version 5)
Service relationships and value co‑creation
ITIL Value System and governance principles
Product and Service Lifecycle Model and value chain activities
Value streams and value stream management
Artificial intelligence, AI governance, and integration with PRINCE2® and DevOps Institute® frameworks
Certification preparation for ITIL Foundation Bridge (Version 5) examination
Exam Details
This course is designed for ITIL 4 certification holders to bridge their existing knowledge to ITIL Foundation (Version 5), concentrating exclusively on the changes, updates, and new concepts introduced in the latest version of the framework.
The course includes the ITIL Foundation (Version 5) certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 60 minutes |
| Number of questions | 40 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
Module 1 | Key concepts of service management
Module 2 | Service relationships
Module 3 | The ITIL Value System
Module 4 | Governance
Module 5 | ITIL Guiding Principles
Module 6 | Value chain and ITIL management practices
Module 7 | Value streams: mapping and management
Module 8 | Continual improvement
Module 9 | The ITIL Four Dimensions of Product and Service management
Module 10 | ITIL and other frameworks integration
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