Technology evolves quickly. Your framework should too.
ITIL® Foundation (Version 5) is the next evolution of the world’s most recognised IT service management framework. Built for the realities of modern digital organisations, it retains the core concepts, guiding principles, and Service Value System that ITIL professionals already know and trust, so your existing knowledge isn’t lost, it’s built upon.
But ITIL (Version 5) goes further. By expanding the framework into a unified model for managing digital products and services end-to-end, it gives teams a shared language that works across IT, product, and business functions and breaking down the silos that slow delivery and frustrate customers.
New AI-native guidance prepares professionals to work confidently in AI-enabled environments, not just understand them. A redesigned eight-stage digital product and service lifecycle brings clarity to how value is created, delivered, and improved. And with sustainability and customer and employee experience built into the framework’s core, ITIL (Version 5) reflects the way high-performing organisations actually operate today.
Whether you’re new to ITIL, upgrading your existing certification, or leading a team through digital transformation, ITIL® Foundation (Version 5) gives you the knowledge, confidence, and credential to move forward.
The new ITIL (Version 5) explores:
Digital product and service management
Value co-creation
The four dimensions of product and service management
The ITIL value system
The ITIL guiding principles
The digital product and service lifecycle
The ITIL management practices
Continual improvement
Value stream mapping and management
AI-native guidance and AI governance
Customer and employee experience (CX/EX)
Sustainability in digital product and service delivery
ITIL (Version 5) enables:
“The lifecycle mindset”
Make smarter decisions across the full product and service lifecycle
Anticipate change and improve service continuity
Break down silos between IT, product, and business teams
“The continuous improvement mindset”
Embed continual improvement into everyday work
Foster a growth mindset
Adapt to change quickly
“The collaborative mindset”
Improve collaboration across roles and teams
Align with modern delivery approaches
Promote transparency
Build end-to-end value streams
Co-create value with customers and stakeholders
“The AI-ready mindset”
Understand AI’s role in modern service value systems
Apply AI governance principles responsibly
Participate confidently in AI-enabled operations and decision-making
Syllabus
Module 0 – Welcome to ITIL Foundation
Module 1 – The four dimensions of product and service management
Module 2 – Key concepts of digital product and service management
Module 3 – The digital product and service lifecycle
Module 4 – The ITIL value system
Module 5 – Guiding principles
Module 6 – Governance, value chain and practices
Module 7 – Continual improvement
Module 8 – Identifying, mapping and managing value streams
Module 9 – The practice exams
Module 10 – ITIL Foundation wrap-up
Exams
ITIL® Foundation (Version 5) exam:
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 60 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 26/40 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course.
The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
FAQ
What is ITSM?
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL (Version 5)?
ITIL (Version 5) is the next evolution of ITIL, the world’s most widely adopted framework for IT service management. Building on the foundations of previous ITIL versions, it expands the framework beyond traditional IT service management into a unified model for managing digital products and services end-to-end covering everything from discovery and design through to delivery, support, and continual improvement.
Where earlier versions focused primarily on IT services, ITIL (Version 5) reflects the way modern organisations actually operate: digitally-led, product-centric, and increasingly shaped by AI. It provides the common language, guiding principles, and practical best practices that teams across IT, product, and business functions need to deliver consistent value, adopt AI responsibly, and improve continuously.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
Technology evolves quickly. Your framework should too.
ITIL® Foundation (Version 5) is the next evolution of the world’s most recognised IT service management framework. Built for the realities of modern digital organisations, it retains the core concepts, guiding principles, and Service Value System that ITIL professionals already know and trust, so your existing knowledge isn’t lost, it’s built upon.
But ITIL (Version 5) goes further. By expanding the framework into a unified model for managing digital products and services end-to-end, it gives teams a shared language that works across IT, product, and business functions and breaking down the silos that slow delivery and frustrate customers.
New AI-native guidance prepares professionals to work confidently in AI-enabled environments, not just understand them. A redesigned eight-stage digital product and service lifecycle brings clarity to how value is created, delivered, and improved. And with sustainability and customer and employee experience built into the framework’s core, ITIL (Version 5) reflects the way high-performing organisations actually operate today.
Whether you’re new to ITIL, upgrading your existing certification, or leading a team through digital transformation, ITIL® Foundation (Version 5) gives you the knowledge, confidence, and credential to move forward.
The new ITIL (Version 5) explores:
Digital product and service management
Value co-creation
The four dimensions of product and service management
The ITIL value system
The ITIL guiding principles
The digital product and service lifecycle
The ITIL management practices
Continual improvement
Value stream mapping and management
AI-native guidance and AI governance
Customer and employee experience (CX/EX)
Sustainability in digital product and service delivery
ITIL (Version 5) enables:
“The lifecycle mindset”
Make smarter decisions across the full product and service lifecycle
Anticipate change and improve service continuity
Break down silos between IT, product, and business teams
“The continuous improvement mindset”
Embed continual improvement into everyday work
Foster a growth mindset
Adapt to change quickly
“The collaborative mindset”
Improve collaboration across roles and teams
Align with modern delivery approaches
Promote transparency
Build end-to-end value streams
Co-create value with customers and stakeholders
“The AI-ready mindset”
Understand AI’s role in modern service value systems
Apply AI governance principles responsibly
Participate confidently in AI-enabled operations and decision-making
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 40 questions
There is a time limit of 60 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 26/40 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course.
The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
ITSM stands for ‘IT Service Management’. It involves using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL (Version 5)?
ITIL (Version 5) is the next evolution of ITIL, the world’s most widely adopted framework for IT service management. Building on the foundations of previous ITIL versions, it expands the framework beyond traditional IT service management into a unified model for managing digital products and services end-to-end covering everything from discovery and design through to delivery, support, and continual improvement.
Where earlier versions focused primarily on IT services, ITIL (Version 5) reflects the way modern organisations actually operate: digitally-led, product-centric, and increasingly shaped by AI. It provides the common language, guiding principles, and practical best practices that teams across IT, product, and business functions need to deliver consistent value, adopt AI responsibly, and improve continuously.
What does ITIL stand for?
Previously, ITIL stood for the ‘Information Technology Infrastructure Library’. The framework has evolved to the point where it is updated so often that it cannot be considered a static ‘library’. Because of this, the name no longer stands for anything.
What does the ITIL certification path look like?
Students must initially pass ‘ITIL Foundation’. Once a student has obtained ‘ITIL Foundation,’ they can go on to pass the ‘Practice Manager,’ ‘Managing Professional’ or ‘Strategic Leader’ streams. Obtaining all of the Practice Manager,’ ‘Managing Professional’ and ‘Strategic Leader’ certifications allows students to become an ‘ITIL Master.’ Students interested in a specific area of ITSM can take one of the four ITIL extension modules. These do not contribute to the ITIL Pathway.
How much is ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £39,000 and over £200000), depending on their experience, role, and certification level. Even sitting a Foundation course can have significant benefits for ITSM professionals.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long-term benefits with IT services continually aligned with business goals and strategies. It also offers proven practices for resource optimization and continuous improvement.
How can ITIL benefit businesses?
ITIL 4 is a modern framework that fully equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes. The framework is also highly adaptable and can work alongside other popular approaches, such as DevOps. Finally, the framework is set to continue evolving to accommodate developments in technology and best practices. This makes ITIL future-proof for practitioner organizations.
Who are PeopleCert?
PeopleCert is the owner of and accrediting body for a number of best practice frameworks, including PRINCE2, PRINCE2 Agile, MSP, ITIL 4, and AgileSHIFT.
What is AXELOS?
AXELOS is a trademark of PeopleCert, the organization behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
ITIL® Foundation (Version 5) is designed for anyone who wants to understand how modern digital products and services are managed, delivered, and improved and get internationally recognised for it.
It’s the ideal starting point if you are:
New to ITIL or IT service management: looking to build a solid foundation with a globally recognised qualification from an award-winning e-learning provider
An IT professional or team manager: needing a practical, up-to-date understanding of the ITIL framework to improve how your team plans, delivers, and supports digital services
Part of an organisation adopting ITIL best practices: giving your team the shared language, common principles, and structured approach needed to drive real, lasting improvement
Someone pursuing a career in IT management: equipping yourself with one of the most in-demand certifications in the industry, opening doors across sectors worldwide
An existing ITIL holder: looking to update your knowledge and stay current as the framework evolves to meet the demands of AI-driven, digital-first organisations
You don’t need any prior ITIL knowledge to get started. All you need is the ambition to deliver better digital services.
What will you learn by taking this course?
What you will learn
This course gives you more than exam preparation. It gives you a genuinely modern understanding of how high-performing digital organisations manage products, services, and value and the confidence to apply that understanding from day one.
By the end of the course, you will understand:
The ITIL Service Value System: how guiding principles, governance, value chain activities, management practices, and continual improvement work together to create and sustain value across your organisation
The four dimensions of service management: why a holistic view of people, processes, technology, and partners is essential to delivering consistent, high-quality digital services
The digital product and service lifecycle: how value is created end-to-end across eight stages: Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support
The ITIL guiding principles: practical, flexible principles you can apply immediately, regardless of your role, team size, or the tools you use
Value stream mapping and management: how to identify, analyse, and optimise the workflows that deliver value to customers and remove the bottlenecks that slow teams down
AI-native guidance and governance: how to work confidently and responsibly in AI-enabled environments, and what good AI governance looks like in practice
Continual improvement: how to embed a culture of ongoing improvement into everyday work, using the ITIL Continual Improvement Model
Customer and employee experience: why experience sits at the heart of modern service management, and how the framework helps you design and deliver services people actually value
Sustainability; how responsible, long-term thinking is built into the framework, supporting organisations that want to grow without compromising their future
And most importantly, you will leave fully prepared and confident to sit and pass the official ITIL® Foundation (Version 5) exam.
Why should you take this course?
There are plenty of ITIL courses out there. Here’s why this one is different.
Award-winning, market-leading training — Good e-Learning is independently certified as a Market Leader for ITIL online training by Course Conductor. When you study with us, you’re learning with the best.
The only e-learning provider offering the complete ITIL suite — from Foundation through to advanced specialist modules, your entire ITIL journey is available in one place, on one platform, at your own pace.
Fully accredited by PeopleCert — this course meets the official standards set by the creators of ITIL, so you can trust that every hour you invest is working towards a credential that counts.
Created with leading industry experts — the course was developed with input from recognised ITIL authors and practitioners, ensuring the content reflects both the official syllabus and real-world application.
A qualification employers actively seek — ITIL is one of the most in-demand certifications in IT and digital services worldwide. As of February 2026, the average UK salary for an ITIL-qualified IT professional is £50,000 making this one of the most financially rewarding certifications you can hold.
Free exam voucher included — no hidden costs, no separate purchases. Your PeopleCert exam voucher is included in the price, so you can focus on learning, not logistics (T&Cs apply).
Free eBook provided by PeopleCert — the official PeopleCert guidance is included with your course, giving you everything you need to prepare and a reference you’ll return to long after you’ve certified.
Built to get you through the exam first time — every element of this course, from the animated videos and scenario examples to the knowledge checks and two full PeopleCert practice exams, is designed to make sure you walk into your exam confident and ready to pass.
This course is accredited by:
Self-Paced eLearning
Price Excludes VAT
$1,086.00
Fully accredited:
Exam voucher included:
Free handbook included:
Course duration: 12 hours
Access period: 6 months
Tutor support:
Quizzes & practice exams:
Mobile compatible:
Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!
We use cookies to enhance your browsing experience on our website. By clicking “Accept All”, you consent to our use of cookies. However, you may use the "manage cookies" button below to provide controlled consent. For more information you can read our cookie-policy.
Functional Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
