This course contains the use of artificial intelligence.

Whether you're preparing for certification, advancing your ITSM career, or modernizing how your team delivers digital services, this course provides a comprehensive learning path in one place.

Why This Course Stands Out

IT Service Management is the backbone of modern technology organizations — and ITIL is one of the most widely adopted IT Service Management frameworks in the world. With the release of ITIL Version 5, the framework has evolved to address digital products, AI governance, experience management, and product-centric operating models. Many courses still focus only on ITIL 4. This course covers both frameworks so you can prepare for today's exams while building knowledge for the modern digital workplace.

You'll move from foundational service management concepts through all 34 ITIL practices, then into the evolution introduced in ITIL Version 5, including digital product lifecycle management, the AI Capability Model, and dual-framework practice. By the end of the course, you'll understand the concepts needed to help prepare for ITIL Foundation exams, contribute to ITSM initiatives, and confidently participate in conversations around service value, governance, and continual improvement.

What You'll Learn

• The core concepts of IT Service Management, value creation, and service relationships

• All seven ITIL Guiding Principles and how to apply them in real organizations

• The Four Dimensions of Service Management: people, technology, partners, and value streams

• The Service Value System (SVS), governance, and continual improvement model

• The Service Value Chain and the six core activities that drive value delivery

• All 34 ITIL 4 practices including Incident Management, Problem Management, Change Enablement, Service Desk, Service Level Management, Information Security, I TAM, Release Management, and more

• The evolution from ITIL 4 to ITIL Version 5, including digital products, the product and service lifecycle model, and the updated ITIL Value System

• ITIL Version 5's AI governance approach and the AI Capability Model

• Experience management, strategy, vision, and organizational change in a digital-first environment

• How to operate effectively in a dual-framework environment where ITIL 4 and ITIL Version 5 coexist

• Exam strategy, discrimination drills, and practice walkthroughs designed to help prepare you for certification exams

Course Highlights

• Eight comprehensive modules spanning ITIL 4 fundamentals through ITIL Version 5 evolution

• Coverage of all 34 ITIL practices, including one of the most comprehensive ITIL practice libraries available on Udemy

• A dedicated ITIL Version 5 module covering the major concepts and updates introduced in the 2026 release

• Exam preparation guidance with strategy reviews, discrimination drills, and practice walkthroughs

• Real-world application focus that emphasizes practical implementation, not just theory

  
  

Who This Course Is For

• IT professionals preparing for ITIL 4 Foundation or ITIL Version 5 Foundation exams

• Service desk technicians, IT support staff, and helpdesk analysts looking to advance their careers

• IT managers, team leads, and directors responsible for service delivery and operations

• Project managers and business analysts working alongside IT service teams

• DevOps, SRE, and cloud professionals who want to better understand ITSM principles

• Anyone transitioning into IT Service Management or modernizing existing ITIL knowledge

• ITIL 4 certified professionals interested in understanding the evolution introduced in ITIL Version 5

• Consultants and trainers seeking current knowledge of both frameworks

Prerequisites

No prior ITIL knowledge is required. The course is designed for beginners and experienced professionals alike. Basic familiarity with IT environments and business operations may be helpful but is not required.

What You'll Walk Away With

By the end of this course, you'll have a working knowledge of IT Service Management concepts as defined by both ITIL 4 and ITIL Version 5. You'll be better prepared to participate in ITSM initiatives within your organization, contribute to service management discussions, and understand how modern IT operations are evolving in an AI-enabled, digital-first environment. You'll also gain practical insight into where the framework is heading and how to apply those concepts in real-world scenarios.

Enroll today and take the next step in your IT Service Management journey.

ITIL® is a registered trademark of PeopleCert. This course is an independent training resource and is not affiliated with, authorized by, endorsed by, or in any way officially connected with PeopleCert. The ITIL® Foundation certification examination is administered by PeopleCert. All examination queries should be directed to PeopleCert.