ITIL and Service Management Certification Overview
The ITIL® (Version 5) Foundation course introduces learners to the latest ITIL framework for modern digital product and service management. Designed for professionals involved in service delivery, support, or governance, this course provides foundational knowledge of the ITIL Value system, ITIL Value chain, guiding principles, and core service management concepts.
ITIL 5 expands on value co-creation, digital product lifecycle management, and value stream optimisation, offering a holistic, adaptable approach to service management.
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
William Thompson
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
Emily Smith
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
Valdi Abolins
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
John Wilson
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
Matthew Jackson
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
Noorah Rahman
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Grace Miller
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
Sophie Taylor
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
Charlotte Brown
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
Amira Khalid
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
Marcus Robinson
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Imani Brown
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
Ouisall Davis
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
Abhishek Singh
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
Rishi Gupta
I've gained a qualification and the confidence to use it in real-world scenarios.
Mei Chen
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Aarav Sharma
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
Marcus Johnson
I'm now in a role I once thought was out of reach, thank you to the all the team
Ananya Singh
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Ethan Walker
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
William Thompson
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
Emily Smith
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
Valdi Abolins
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
John Wilson
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
Matthew Jackson
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
Noorah Rahman
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Grace Miller
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
Sophie Taylor
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
Charlotte Brown
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
Amira Khalid
I had absolutely no experience in this field, but Newto Training recognised my potential and supported me every step of the way. The real-life scenarios were invaluable in making me job-ready.
William Thompson
The tutors at Newto are consistently patient, clear and more than willing to help. I couldn't have asked for a better learning environment.
Emily Smith
From day one I felt welcomed and supported. The live sessions were interactive and the resources well thought-out. I passed my exam on the first attempt thanks to them.
Valdi Abolins
I was nervous about switching careers but the practical approach and continual 1-to-1 support gave me the confidence I needed to succeed."
John Wilson
The training material was excellent, and the instructors really brought the subject to life with hands-on lab work. I feel fully prepared for the workplace."
Matthew Jackson
What impressed me most was the flexibility and responsiveness of the support team. Whenever I had a question, they were there even outside of normal hours.
Noorah Rahman
The course structure was superb. A great mix of theory and practice delivered at a pace that made sense even for beginners. Highly recommended.
Grace Miller
Switching into IT felt overwhelming, but Newto Training made the journey manageable and quite enjoyable. Their coaching style is top class.
Sophie Taylor
I particularly appreciated the way complex topics were broken down into manageable chunks, and the tutor actively encouraged questions at every stage.
Charlotte Brown
The live-taught interactive classes set Newto apart from other providers. It wasn't just video-based learning and the real engagement made all the difference.
Amira Khalid
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
Marcus Robinson
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Imani Brown
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
Ouisall Davis
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
Abhishek Singh
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
Rishi Gupta
I've gained a qualification and the confidence to use it in real-world scenarios.
Mei Chen
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Aarav Sharma
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
Marcus Johnson
I'm now in a role I once thought was out of reach, thank you to the all the team
Ananya Singh
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Ethan Walker
The cyber course exceeded my expectations. They've been on hand for everything and are constantly in touch with me
Marcus Robinson
The resources provided were spot on and the teaching style made everything easy to understand. I particularly appreciated the extra help offered when needed.
Imani Brown
Enrolling with Newto was one of the best decisions I've made. The job-readiness focus, strong teaching and excellent support all stood out.
Ouisall Davis
I completed my SQL course and now feel confident in my skills. The real-world examples and supportive tutors made it all click.
Abhishek Singh
I've just passed my AZ-900 exam thanks to the support received from Ken in the boot camp and his exam preparation sessions.
Rishi Gupta
I've gained a qualification and the confidence to use it in real-world scenarios.
Mei Chen
Their commitment to student success is obvious from the personalised guidance to the quality of delivery. I'd recommend them without hesitation.
Aarav Sharma
Every tutor I encountered was professional, encouraging and keen to see me succeed. That personal touch made a big difference.
Marcus Johnson
I'm now in a role I once thought was out of reach, thank you to the all the team
Ananya Singh
The bootcamps were excellent, we were given practical projects to complete and I feel so much more confident with my coding skills
Ethan Walker
Prerequisites
There are no formal prerequisites for this course.
Target audience
This course is suitable for:
Anyone providing a digital product or service to customers
Business professionals at all levels
Service managers, product owners, and team leads
Customers and users involved in the delivery or consumption of digital products or services
Anyone aiming to adopt or understand ITIL-based service management practices
Learning Objectives
By the end of the course, learners will be able to:
Understand the key concepts of digital product and service management
Describe service relationships and their impact on value co-creation
Explain the four dimensions of service management
Understand the components and purpose of the ITIL Value System
Describe the digital product and service lifecycle and value chain activities
Apply the ITIL guiding principles to organisational decision-making
Recognise the role and structure of some ITIL management practices
Understand value stream mapping and management and their contribution to value creation
ITIL 5 Foundation Certificate Course Content
Key concepts of digital product and service management
Definitions of digital product and service concepts
Types of service interactions and how they enable value co-creation
Service relationships
Concepts and types of service relationships, including roles and service quality measures
The contributions of utility, warranty, experience, and sustainability to value
The four dimensions of service management
Overview of the four dimensions and their role in a balanced, holistic approach to service management
ITIL Value System
Components of the Value System and their purpose
Governance within the Value System and how it supports value creation
Value chain
Purpose and scope of each activity in the digital product and service lifecycle
Key terms related to value chain activities
Guiding principles
How feedback contributes to value co-creation
Applying the ITIL guiding principles across different organisational contexts
The interaction of guiding principles to support continual improvement and decision-making
How management practices support value chain activities to enable value creation
ITIL management practices
The role of management practices within the ITIL framework
Introduction to ITIL practice guides and their benefits
Continual improvement practices and their application
Steps of the ITIL continual improvement model
Value streams – mapping and management
Purpose and concepts of value stream mapping and management
Relationship between digital value stream mapping and value stream management
Exams and assessments
This course includes a formal certification exam:
40 multiple-choice questions
60 minutes duration
Closed book
Pass mark: 26 out of 40 (65%)
The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
Hands-on learning
Learners will:
Apply service management concepts to practical examples and interactive exercises
Participate in learning examples to understand value chains and service relationships
Explore value stream mapping through guided activities
Collaborate with peers and instructors to reinforce key concepts and guiding principles
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