ITIL® Foundation Bridge (Version 5) in Singapore

This 1‑day bridge programme focuses on the delta content between ITIL 4 Foundation and ITIL Foundation (Version 5). The outline below is adapted from the full ITIL 5 Foundation syllabus and tailored for experienced ITIL 4 practitioners.

Course Outline

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