KWESTIO
ITIL

ITIL 5 Foundation study plan

5 sessions, about 2.3 hours in total. Each one ends at 65% — the mark ITIL 5 actually requires — so you find out you have not understood something while it is still cheap to fix.

  1. The ITIL Value System

    How demand becomes value in ITIL 5: the four dimensions, the guiding principles, governance, and the eight-activity product and service lifecycle that replaces ITIL 4's service value chain.

    Time
    about 20 minutes
    Read
    The Four Dimensions of Service Management · The Product and Service Lifecycle: Eight Activities · The Seven Guiding Principles · Governance and the ITIL Value System
    Practise
    10 questions on ITIL Value System, Four Dimensions, Guiding Principles, Product & Service Lifecycle
    Move on at
    65%
    Start reading Practise ITIL Value System

  2. Service Relationships

    No world operates alone. Service relationships define how planets, corporations, and federations exchange value.

    Time
    about 20 minutes
    Read
    Service Relationship Types · The Service Value Formula — Outputs vs Outcomes · Service Level Agreements · Mapping the Customer Journey
    Practise
    10 questions on Service Management Concepts, Strategy & Experience Design
    Move on at
    65%
    Start reading Practise Service Management Concepts

  3. The 34 ITIL Practices

    ITIL includes 34 management practices. Understanding the most important ones is key to service management success.

    Time
    about 20 minutes
    Read
    General Management Practices · Service Management Practices · Technical Management Practices · The High-Yield Practices in Detail
    Practise
    10 questions on General Practices, Service Practices
    Move on at
    65%
    Start reading Practise General Practices

  4. Continual Improvement

    Improvement is continuous and everyone’s responsibility. The continual improvement model gives it a repeatable shape, from vision to measurable result.

    Time
    about 20 minutes
    Read
    The Continual Improvement Model · Metrics, Measurement and Reporting · Digital Transformation and AI-Enabled Services · ITIL and Scrum Together
    Practise
    10 questions on Continual Improvement, Digital Product & Service Management, Responsible AI Practice
    Move on at
    65%
    Start reading Practise Continual Improvement

  5. Final Assessment

    A full-length assessment across the ITIL Value System, the four dimensions, the practices and continual improvement, scored at the real pass mark.

    Time
    about 60 minutes
    Practise
    40 questions on Service Management Concepts, Guiding Principles, Four Dimensions, ITIL Value System, Product & Service Lifecycle, General Practices, Service Practices, Continual Improvement, Digital Product & Service Management, Strategy & Experience Design, Responsible AI Practice
    Move on at
    65%
    Sit the mock exam