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Description

ITIL 5 Foundation: Understanding the Framework, Structuring Services and Achieving Certification

Adopt ITIL vocabulary and practices to manage value-driven IT services

  • 3 days — 21 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

An IT function judged on availability but lacking a shared language accumulates friction. Incidents and requests are handled in the same queue, changes go through without assessment, and no one can say what a service truly costs or what it delivers to the business.

These three days present the ITIL framework at Foundation level, with its guiding principles, its service value chain and its service management practices. Every concept is illustrated on a real service and then transposed to the participants' own context. The session also prepares delegates for the format of the certification examination.

Learning objectives

  • Explain the notion of a service and the components of value for the customer
  • Apply the ITIL guiding principles to an operational situation
  • Position the activities of an IT organisation within the service value chain
  • Describe the practices for managing incidents, requests and changes
  • Identify the relevant indicators for steering a service
  • Prepare for the Foundation certification examination

What makes this programme different

Each practice is transposed onto a real service brought by the participants
Sets of exam-format questions are worked through and corrected at the end of each half-day
A phased adoption plan is drafted for the service chosen by each participant

Programme

1Service, value and vocabulary

Speaking the same language across IT and the business

  • Define a service and its users
  • Distinguish utility from warranty in the value delivered
  • Clarify the roles of service provider and service consumer
  • Position the notions of outcome, cost and risk
  • Map the services delivered by an IT function

2Guiding principles and governance

Decision markers that prove more useful than procedures

  • Start from the expected value rather than from the solution
  • Progress iteratively with regular feedback
  • Make work visible and limit work in progress
  • Simplify before automating
  • Connect governance, steering and continual improvement

3The service value chain

Following a request through to the service delivered

  • Position activities from the business request through to delivery
  • Connect design, transition and operation
  • Identify the recurring value streams of an organisation
  • Spot breaks in flow and rework loops
  • Adapt the pathway according to the type of request

4Service management practices

Handling incidents, requests, changes and problems without confusing them

  • Separate incident management from request fulfilment
  • Structure escalation and communication during an outage
  • Assess and authorise changes according to their risk
  • Conduct analysis of recurring problems
  • Organise the service catalogue and the expected service levels

5Continual improvement and exam preparation

Embedding the approach, then validating what has been learned

  • Build indicators that reflect the value delivered
  • Conduct a service review with the business
  • Prioritise improvement actions and track them
  • Revise the vocabulary expected in the examination
  • Practise on questions in the certification format

Who is it for

IT operations technicians and managers · project managers · support managers and process owners within the information systems function.

Prerequisites

Experience of IT operations or IT support is required in order to benefit fully from the examples covered.

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.