ITIL V5 Foundation Course
Course Details:
Start Date
22 April
Start time
19:00-22:00
Duration
18 hours
Mentors
Zaza Javelidze / Giorgi Beridze
ITIL (Information Technology Infrastructure Library) helps simplify and improve the efficiency of managing and delivering digital products and services. The methodology brings together a set of internationally recognized best practices developed through extensive experience.
As part of the course, you will gain in-depth knowledge of how value is co-created with customers through effective product and service management, and how to apply ITIL in modern environments — supported by data-driven decision-making, automation, and artificial intelligence.
The course fee includes both the training and the international certification exam.
Who is this training for?
The training is designed for both professionals working in digital technologies and business decision-makers, as delivering valuable digital services requires close collaboration between these two groups.
In addition to the theoretical part, the course includes practical examples tailored to the Georgian market and is conducted entirely in Georgian.
Trainers
Giorgi Beridze — ITIL Certified Expert
Zaza Javelidze — ITIL & ITSM Business Consultant
Benefits and Certification
Participants will receive access to an official ITIL certification preparation eBook. At the end of the training, a competency assessment test will be conducted to evaluate the participant’s readiness for the ITIL® Foundation (Version 5) international exam.
After completing the course, you will be able to:
Be prepared to take the ITIL® Foundation (Version 5) international certification exam; Understand the core principles of managing digital products and services; Apply ITIL guiding principles in practice; Understand the four dimensions and their impact on services; Describe the full lifecycle of a product and service; Understand the structure and purpose of the Service Value System; Manage and analyze value streams; Apply AI and automation within ITIL practices; Understand the relationship between ITIL, DevOps, and PRINCE2.
Core concepts, definitions, and terminology of ITIL 5
Structure and benefits of ITIL 5 (digital product and service management)
The ITIL Certification path
Key Concepts: service, value, outcomes, cost, risk, utility, warranty
The Seven Guiding Principles
The Four Dimensions of Product and Service Management
The ITIL Product and Service Lifecycle (discover, design, acquire, build, transition, operate, deliver, support)
The ITIL Value System and Value Chain
Value Stream Identification, Mapping, and Management
Continual Improvement
Management Practices (General and Product & Service Management)
ITIL and AI (Artificial Intelligence, GenAI, Agentic AI, AI Governance)
Module 1: Key ITIL Terms and Definitions
- Digital product and service management concepts
- Product, service, digital product, digital service, goods
- Utility, warranty, user experience, sustainability
- Service offering: service actions, transfer of goods, access to resources
- Value co-creation: value, output, outcome, cost, risk
- Service relationships: organization, service provider, service consumer, digital product vendor
- Basic, cooperative, and collaborative (partnership) service relationships
- Service journey, sponsor, customer, user roles
- Service quality, service level, Service Level Agreement (SLA)
Module 2: The ITIL Four Dimensions of Product and Service Management
- Organizations and People
- Partners and Suppliers
- Information and Technology
- Value Streams and Processes
- Holistic approach to product and service management
Module 3: The ITIL Product and Service Lifecycle
- Eight lifecycle management activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support
- How value chain activities enable the lifecycle
- Purpose of each lifecycle activity
Module 4: The ITIL Value System
- Components: guiding principles, governance, value chain, management practices, continual improvement
- Seven Guiding Principles: Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep It Simple and Practical, Optimize and Automate
- Governance: enabling nature and activities
- Value chain: key definitions (incident, event, release, service request, problem, error, known error, SRE, observability, CI/CD)
- Management practices: groups, structure, benefits, metrics, CSFs
- Continual Improvement Model: seven steps
Module 5: Value Stream Identification, Mapping, and Management
- Value stream, core value stream, enabling value stream
- Value stream mapping and management
- Elements of a value stream map
Module 6: ITIL and AI
- Artificial Intelligence (AI), AI maturity, Generative AI (GenAI), Agentic AI
- AI in the product and service development lifecycle
- AI automation throughout value chain activities
- AI governance and the ITIL AI Capability Model
Mentors
Zaza Javelidze
ITIL&ITSM Business consultant
Giorgi Beridze
ITIL Certified expert
Start Date
22 April
Start time
19:00-22:00
Duration
18 hours
Mentors
Zaza Javelidze / Giorgi Beridze
