ITIL Foundation (Version 5) Exam Prep

What's inside

1. Level 1: The Exam and Digital Product and Service ManagementFree
   [Key ITIL terms and definitions] Learn what the ITIL Foundation (Version 5) exam demands (40 multiple-choice questions, 60 minutes, closed book, 26 to pass, not the ITIL 4 exam) and what ITIL means by digital product and service management, noting that ITIL, its syllabus and its book are PeopleCert's (from peoplecert.org, not reproduced here) and that this independent, non-accredited course promises no pass.
2. Level 2: Product, Service, Digital Product, Digital Service, GoodsFree
   [Key ITIL terms and definitions] Learn the five 'what is being provided' terms (product, service, digital product, digital service and goods) from scratch, using PeopleCert's wording where a public source confirms it.
3. Level 3: Utility, Warranty, User Experience and Sustainability
   [Key ITIL terms and definitions] Learn the four characteristics ITIL uses to describe whether a product or service is worth having: utility, warranty, user experience and sustainability.
4. Level 4: Service Offerings and Their Three Components
   [Key ITIL terms and definitions] Learn what a service offering is and how it combines service actions, transfer of goods and access to resources.
5. Level 5: Value Co-creation, Output, Outcome, Cost and Risk
   [Key ITIL terms and definitions] Learn how value is created jointly rather than delivered one way, and how outputs, outcomes, costs and risks together decide whether a service is valuable.
6. Level 6: Service Provider, Consumer and Digital Product Vendor
   [Key ITIL terms and definitions] Learn the organisational roles in a service relationship (service provider, consumer and digital product vendor) and how one organisation can hold more than one of them.
7. Level 7: Sponsor, Customer and User
   [Key ITIL terms and definitions] Learn the three consumer roles (sponsor, customer and user) and how to tell them apart when one person or several people fill them.
8. Level 8: Relationship Types and the Service Journey
   [Key ITIL terms and definitions] Learn the basic, cooperative and collaborative relationship types and how the service journey describes the end-to-end experience shared by provider and consumer.
9. Level 9: Service Quality, Service Level and SLA
   [Key ITIL terms and definitions] Learn how ITIL describes and agrees how good a service must be through service quality, service level and the service level agreement (SLA), completing the 30% key-terms section.
10. Level 10: Four Dimensions: The Model and Its People Side
    [The ITIL Four Dimensions of Product and Service Management] Learn why ITIL looks at every product and service from four dimensions at once, and study the first in depth: organizations and people (with the Version 5 naming and any AI-related change to it checked against current public sources and flagged where unconfirmed).
11. Level 11: Information, Technology, Partners and Value Streams
    [The ITIL Four Dimensions of Product and Service Management] Learn the remaining three dimensions: information and technology, partners and suppliers, and value streams and processes.
12. Level 12: PESTLE Factors and Applying All Four Dimensions
    [The ITIL Four Dimensions of Product and Service Management] Learn the PESTLE external factors (political, economic, social, technological, legal and environmental) that shape all four dimensions, and practise applying the whole model to scenarios.
13. Level 13: The Product and Service Lifecycle: Shape and Flow
    [The ITIL Product and Service Lifecycle] Learn the eight lifecycle activities as a whole (discover, design, acquire, build, transition, operate, deliver and support) and why the lifecycle is not a linear sequence.
14. Level 14: Lifecycle Purposes: Discover, Design, Acquire, Build
    [The ITIL Product and Service Lifecycle] Learn the purpose of each of the four activities that shape and create a product or service: discover, design, acquire and build.
15. Level 15: Lifecycle Purposes: Transition, Operate, Deliver, Support
    [The ITIL Product and Service Lifecycle] Learn the purpose of each of the four activities that bring a product or service into use and keep it valuable: transition, operate, deliver and support.
16. Level 16: The ITIL Value System and Its Components
    [The ITIL Value System] Learn what the ITIL Value System is, what it is for, and how its components (guiding principles, governance, the value chain, management practices and continual improvement) work as one system.
17. Level 17: The Seven Guiding Principles, One by One
    [The ITIL Value System] Learn each of the seven guiding principles (focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, optimize and automate) and what each asks you to do.
18. Level 18: Applying the Guiding Principles Together
    [The ITIL Value System] Learn how the guiding principles interact and must be weighed together rather than applied alone, and practise the scenario 'best answer' questions that test this.
19. Level 19: Governance in the ITIL Value System
    [The ITIL Value System] Learn what governance means in ITIL, how an organisation is directed and controlled, and how governance differs from day-to-day management.
20. Level 20: Value Chain Terms: Specification, Prototype, Test, Release
    [The ITIL Value System] Learn how the value chain sits within the ITIL Value System and the first group of its key terms, used when something new is shaped and made available: product specification, prototype, test and release.
21. Level 21: Value Chain Terms I: From Specification to Deployment
    [ITIL Value System] Learn the change-side value chain terms the syllabus names (product specification, prototype, test, release, and continuous integration, continuous delivery and continuous deployment), using PeopleCert's wording where a public source confirms it and flagging what is unconfirmed.
22. Level 22: Value Chain Terms II: Events, Incidents, Requests
    [ITIL Value System] Learn the four terms for things that happen during live operation (event, incident, service request and disaster) and how the exam asks you to tell one from another in a short scenario.
23. Level 23: Value Chain Terms III: Problem, Error, Known Error
    [ITIL Value System] Learn the cause-side vocabulary (problem, error and known error) and how each differs from the incident met in the previous level.
24. Level 24: Value Chain Terms IV: Reliability, SRE, Observability
    [ITIL Value System] Learn the three engineering terms the syllabus lists (reliability, site reliability engineering (SRE) and observability) and how they connect to the warranty, event and incident ideas already covered.
25. Level 25: Operating Model and Value Chain Success Metrics
    [ITIL Value System] Learn what ITIL means by an operating model and how the syllabus pairs value chain activities with success metrics that show whether each activity is doing its job.
26. Level 26: Management Practices, Metrics and CSFs
    [ITIL Value System] Learn what a management practice is, the two groups Version 5 sorts practices into, what the practice guides are for, and the meaning of metric and critical success factor (CSF).
27. Level 27: The ITIL Continual Improvement Model
    [ITIL Value System] Learn the purpose of continual improvement as a component of the ITIL Value System and the steps of the ITIL Continual Improvement Model in order, as Version 5 words them.
28. Level 28: Value Streams: Core, Enabling and Mapping
    [Value streams] Learn what a value stream is in Version 5, the difference between core and enabling value streams, and what value stream mapping and value stream management each involve.
29. Level 29: Complexity Thinking and Flow in Value Streams
    [Value streams] Learn why Version 5 applies complexity thinking to value streams, where work is unpredictable and has to be probed and adapted rather than planned in full, and how that shapes workflow optimisation.
30. Level 30: ITIL and AI: Maturity, GenAI, Agentic AI, Governance
    [AI] Learn the five AI terms the syllabus tests (AI maturity, GenAI, agentic AI, AI governance and the ITIL AI Capability Model) at recognition depth, stating plainly which details of the model public sources confirm.
31. Level 31: ITIL with DevOps and PRINCE2
    [ITIL with DevOps and PRINCE2] Learn how ITIL (Version 5) is used alongside DevOps and PRINCE2 as complementary rather than competing approaches, and what each contributes.
32. Level 32: AI Across the Lifecycle and the Value Chain
    The ITIL and AI area of the syllabus also asks the candidate to define artificial intelligence and to understand how AI can assist and automate work across the product and service lifecycle activities, and how it can be leveraged across the value chain activities. This lesson gives a definition of AI, then walks the eight activities (discover, design, acquire, build, transition, operate, deliver, support) with one plain example of AI help in each, and ties it back to the governance and capability model taught in the previous AI lesson.
33. Level 33: Timed Mock Exam: 40 Questions, 60 Minutes Timed mock
    A closed-book, 60-minute, 40-question timed mock exam drawn from the whole course in the syllabus weightings and the exam's question styles (standard, negative, list and missing-word), with 26 correct (65%) needed to pass; it is an independent practice paper, not PeopleCert's exam, and promises no pass.

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