Course Introduction

ITIL 5 provides a modern approach to IT Service Management, focusing on how organizations can create and sustain value through the effective design, delivery, management, and continual improvement of digital and IT-enabled services.

This five-day training program provides participants with a comprehensive understanding of the key concepts, principles, practices, and value-oriented approaches of ITIL 5. It emphasizes the alignment of IT services with organizational objectives, customer needs, business outcomes, and the evolving digital environment.

The program also explores the impact of digital transformation, cloud computing, automation, artificial intelligence, data-driven decision-making, governance, risk management, and continual improvement on modern service management.

Through interactive lectures, practical workshops, case studies, group discussions, exercises, and real-world scenarios, participants will develop the practical capabilities required to apply ITIL 5 concepts within their organizations and improve service quality, efficiency, resilience, and customer experience.

General Objectives

By the end of the training program, participants will be able to:

• Understand the fundamental concepts and principles of modern IT Service Management within the ITIL 5 framework.
• Explain the key components of ITIL 5 and how they integrate with the wider business environment.
• Understand how IT services contribute to value creation and value co-creation.
• Apply ITIL 5 principles to the design, delivery, support, and improvement of digital services.
• Understand the roles and responsibilities of customers, users, service providers, partners, and other stakeholders.
• Improve customer and user experience through effective service management practices.
• Apply continual improvement approaches to IT services and organizational processes.
• Understand the importance of governance, risk management, compliance, and service resilience.
• Examine the impact of cloud computing, automation, artificial intelligence, and digital transformation on IT Service Management.
• Apply practical tools and techniques for monitoring service performance and identifying improvement opportunities.
• Understand structured approaches to incident, service request, problem, and change management.
• Connect service management practices with business objectives, performance indicators, and measurable outcomes.
• Analyze practical case studies and apply ITIL 5 concepts to realistic organizational scenarios.
• Develop a value-oriented and improvement-focused approach to modern IT Service Management.

Training Methodology

The program will be delivered through a highly interactive and practical methodology combining:

• Interactive Lectures
• Practical Workshops
• Real-World Case Studies
• Individual and Group Exercises
• Group Discussions
• Scenario-Based Learning
• Role Play and Simulations
• Practical IT Service Management Applications
• Problem-Solving Exercises
• Knowledge Assessment and Practical Evaluation

The training methodology emphasizes practical application, enabling participants to translate ITIL 5 concepts into actionable Service Management practices within their own organizations.

Course Outline

Day 1: ITIL 5 Foundations and Value-Based Service Management

• Introduction to ITIL 5 and the evolution of IT Service Management.
• Understanding Service Management in the modern business environment.
• Concepts of products, services, value, and outcomes.
• Understanding Value Co-Creation.
• The ITIL 5 Service Management ecosystem.
• Core principles of modern service management.
• Aligning IT services with organizational strategy and business objectives.
• Understanding customers, users, service providers, partners, and stakeholders.
• Identifying stakeholder needs, expectations, and requirements.
• The relationship between service quality, customer experience, and business value.
• Case Study: Assessing an organization`s existing Service Management approach.
• Practical Workshop: Identifying sources of value throughout a service journey.

Day 2: Service Value System and Service Value Chain

• Introduction to the Service Value System (SVS).
• Understanding the components of the ITIL 5 Service Value System.
• Guiding principles and their role in decision-making.
• Governance within the Service Management environment.
• Introduction to the Service Value Chain.
• Planning and improving services.
• Engaging with stakeholders.
• Designing and transitioning services.
• Obtaining and managing resources.
• Delivering and supporting services.
• Understanding value streams and end-to-end service delivery.
• Integrating Service Value Chain activities.
• Practical Application: Developing a Service Value Chain for a selected IT service.
• Group Workshop: Mapping service activities from demand to value realization.

Day 3: Service Management Practices – Operations and Support

• Introduction to ITIL 5 Service Management Practices.
• Incident Management and effective incident resolution.
• Service Request Management.
• Problem Management and root-cause analysis.
• Change Enablement and controlled service changes.
• Service Level Management and service performance.
• Service configuration and asset management.
• Knowledge Management.
• Availability, capacity, and performance management.
• Service continuity and organizational resilience.
• Information and security management.
• Managing recurring incidents and identifying underlying problems.
• Case Study: Managing a critical IT service incident.
• Practical Workshop: Developing an incident response and service improvement plan.

Day 4: Digital Transformation, Governance and Continual Improvement

• Understanding Continual Improvement and its strategic importance.
• The continual improvement approach and improvement lifecycle.
• Identifying and prioritizing improvement opportunities.
• Measuring service performance through Key Performance Indicators (KPIs).
• Customer satisfaction and user experience measurements.
• Governance, risk, compliance, and service resilience.
• ITIL 5 in modern digital environments.
• IT Service Management in Cloud Computing environments.
• Automation and its application to Service Management.
• The role of Artificial Intelligence in IT Service Management.
• Data-driven decision-making and service analytics.
• Managing organizational change and digital transformation.
• Building a culture of continual improvement.
• Practical Workshop: Developing a Continual Improvement Initiative using measurable KPIs.

Day 5: Integration, Practical Application and Case Studies

• Comprehensive review of ITIL 5 concepts and principles.
• Aligning Service Management practices with organizational strategy.
• Developing an integrated Service Management model.
• Understanding the complete service journey from demand to value.
• Identifying service weaknesses, risks, and improvement opportunities.
• Service resilience, continuity, and risk management.
• Improving customer and user experience.
• Applying ITIL 5 within government and private-sector organizations.
• Integrated Case Study: Managing and improving an end-to-end IT service.
• Group Practical Project: Designing an IT Service Management model based on ITIL 5 principles.
• Group presentations and evaluation of proposed solutions.
• Final review of key concepts and practical applications.
• Individual and group assessment.