The ITIL® Foundation Bridge (Version 5) is a fast‑track, 1‑day course designed for professionals who already hold ITIL® 4 Foundation and want to upgrade to ITIL Foundation (Version 5) by focusing only on what is new and changed in the latest framework. Instead of repeating the full Foundation curriculum, it concentrates on the deltas in digital product and service management, the evolved Service Value System (SVS), updated guiding principles, and enhanced governance and AI‑related guidance.

By the end of the course, participants will understand how ITIL® Version 5 builds on ITIL® 4, how the updated guidance supports modern digital, data‑driven and AI‑enabled environments, and how to apply these changes in their own organizations.

Full-Time

Aspiring individuals in the Service or IT industry, Process Managers/Consultants/Practitioners, Service Team Leaders/Managers/Supervisors, Project Managers, Service Desk or Help Desk Personnel, Account Managers, Quality Professionals, Human Resources Planning Professionals, Relationship Professionals, Business/Strategy Development Professionals and anyone with interest in the IT Service Management.

1 Day

Duration - 1 day

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?
• Learning Outcomes:
• By the end of this module, participants will be able to explain the fundamental concepts and terminology used in ITIL Version 5.
• Learning Activities
• Trainer-led explanation
• Concept discussion
• Short knowledge checks

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
• Learning Outcomes:
• By the end of this module, participants will be able to describe service relationships and identify key roles involved in digital product and service management
• Learning Activities
• Scenario-based examples
• Group discussion

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.
• Learning Outcomes:
• Participants will be able to explain the structure and purpose of the ITIL Value System.
• Learning Activities
• Trainer-led explanation
• Framework diagram walkthrough

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.
• Learning Outcomes:
• Participants will be able to explain the role of governance in directing and controlling service management activities.
• Learning Activities
• Case study discussion
• Knowledge check

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.
• Learning Outcomes:
• Participants will be able to apply ITIL Guiding Principles to support effective decision making.
• Learning Activities
• Real-world examples
• Group discussion

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.
• Learning Outcomes:
• Participants will be able to describe the value chain activities and the role of management practices in value creation.
• Learning Activities
• Trainer walkthrough
• Interactive discussion

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.
• Learning Outcomes:
• Participants will be able to describe value streams and explain how value stream mapping supports service improvement.
• Learning Activities
• Concept illustration
• Guided discussion

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.
• Learning Outcomes:
• Participants will be able to explain the role of continual improvement in the ITIL Value System.
• Learning Activities
• Trainer explanation
• Short improvement scenario discussion

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.
• Learning Outcomes:
• Participants will be able to explain the four dimensions that ensure a holistic approach to service management.
• Learning Activities
• Concept explanation
• Case discussion

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
• Learning Outcomes
• Participants will be able to explain how ITIL integrates with other frameworks and methodologies.
• Learning Activities
• Trainer-led explanation
• Comparative discussion