ITIL® Foundation Bridge (Version 5) - May 2026 Intake

Course Description & Learning Outcomes

1. Module 1: Key ITIL terms and definitions

   • Product and Service Management

     • Digital Product and Service Management

     • Product, Service as a Key Concept of Digital Product and Service Management

     • Digital Product, Digital Service as a Key Concept of Digital Product and Service Management

     • ITIL Product and Service Lifecycle as a Key Concept of Digital Product and Service Management

   • Service Offerings

     • Service Offering and Service Interactions

     • Service Offering and Service Interactions

     • Service Actions, Transfer of Goods, Access to Resources

   • Value Co-Creation

     • Value and Value Co-Creation

     • Cost and Risk

     • Output and Outcome

     • Understand the Difference Between Output and Outcome

     • How Value Contributes to Value Co-Creation?

     • How Outcomes, Costs, Risks Contribute to Value Co-Creation?

   Module 2 : Service Relationships

   • Define organization, service provider, service consumer, and digital product vendor as key concepts of service relationships

   • Define basic, cooperative, and collaborative (partnership) service relationship as key concepts of service relationships

   • Define the service journey as a key concept of service relationships

   • Define sponsor, customer, and user roles as key concepts of service relationships

   • Define service quality and service level as key concepts of service relationships

   • Define Service Level Agreement (SLA) as a key concept of service relationships

   • Understand the role of service provider, service consumer, and digital product vendor in service relationships

   • Understand the difference between basic, cooperative, and collaborative (partnership) service relationships

   • Explain utility, warranty, user experience, and sustainability as key concepts of service relationships

   Module 3 : The ITIL Value System

   • Understand 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 Chan and ITIL Management Practices

   • Identify the purpose of each ITIL Product and Service Lifecycle management 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 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 why project management is important when applying ITIL practices