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ITSM v4 to v5 Foundation Bridge Certification Course

Name: ITSM v4 to v5 Foundation Bridge Certification Course
Rating: 4.3 (77 reviews)

Master ITSM v5 updates, DPSM, AI governance and pass the Foundation Bridge exam with focused preparation

Role Play

Created bySanthosh S, Kavitha Kavitha, Bhanu Sri

Last updated 7/2026

English

English [Auto],

What you'll learn

Understand the key differences between ITSM 4 and ITSM v5, including new concepts and structural changes
Explain Digital Product and Service Management (DPSM) and the eight-stage product and service lifecycle
Identify and apply the ITSM v5 AI Capability Model (6C framework) in service management scenarios
Understand experience management across customer, user, and employee interactions in ITSM v5
Recognise changes to the ITSM Value System, terminology, and management practice structure
Prepare effectively for the ITSM Foundation Bridge exam using scenario-based question strategies

Course content

10 sections • 27 lectures • 3h 18m total length

Welcome to the ITSM v4 to v5 Bridge Course5:49
Discover what the ITSM Foundation Bridge certification is, why it matters, and what you will achieve by the end of this course.
How to Use This Course and Pass the Bridge Exam5:39
Learn the smart study strategy for the 20-question bridge exam, including time management, active recall, and scenario-question technique.
Bridge Certification Resistance — Justifying the Upgrade
Quiz

The World That Demanded ITSM v5: AI, Digital Products, and Modern IT6:19
Explore how AI adoption, the shift to digital products, and cross-organisational delivery forced a framework evolution beyond ITSM 4.
ITSM v4 vs ITSM v5 — The Definitive Side-by-Side Comparison7:57
Map every key change from ITSM 4 to v5 — renamed frameworks, new lifecycle stages, restructured practices — in one focused lecture.
Leadership Resistance — Making the Case for ITSM v5 Adoption
ITSM v5 Evolution Quiz — Drivers and v4 vs v5 Differences

The Seven Core Books — ITSM v5's New Knowledge Structure6:16
Learn how ITSM v5 organises its guidance across seven core books and what each book covers for certification and practice.
From Service Management to Product-Centric Thinking6:33
Understand the fundamental shift from service delivery to digital product management and what it means for your day-to-day IT role.
The ITSM Value System — How the SVS Was Renamed and Extended7:42
See how the Service Value System became the ITSM Value System in v5, what was added, and how it drives end-to-end value delivery.
Service Desk Pushback — Defending Product-Centric Thinking
ITSM v5 Framework Architecture Quiz — Books and Value System

DPSM and Digital Products — The Core New Concept in ITSM v57:34
Unpack Digital Product and Service Management (DPSM), learn why products differ from services, and apply this to exam scenarios.
Experience Management — The Third Pillar of ITSM v56:40
Discover how customer and user experience became an explicit dimension in v5 and how to measure and manage it effectively.
AI-Native Service Management — Guidance for AI-Enabled Environments7:17
Learn ITSM v5's practical guidance for managing services in AI-enabled organisations, including automated operations and governance.
New Concepts Under Fire — DPSM, Experience, and AI Dismissed as Theory
Sustainability in ITSM v5 — Green Thinking Built Into the Framework7:07
Explore how environmental responsibility is embedded throughout ITSM v5 and what sustainability practices mean for IT service management.
ITSM v5 Key Concepts Quiz — DPSM, Experience and AI Management

The ITSM AI Capability Model — The 6C Framework Explained7:55
Master the six capabilities in ITSM v5's AI Capability Model and understand how they enable organisations to manage AI-driven services.
The AI Governance Extension Module — Four Perspectives7:49
Examine the four governance perspectives for AI in ITSM v5 and learn how to apply them to accountability, risk, and compliance scenarios.
AI Governance Extension Quiz — 6C Framework and Four Perspectives
AI Governance Ownership — Resolving a Cross-Departmental Conflict

Key Terminology Changes From ITSM v4 to v57:21
Learn the precise language changes between v4 and v5 — renamed concepts, new definitions, and terminology the exam hinges on.
Guiding Principles — Unchanged in v5, Plus Two New Design Principles7:50
Confirm the seven guiding principles are unchanged, then master the two new design principles added to ITSM v5.
The Four Dimensions Model — ITSM v5 Context Updates7:27
Review how the Four Dimensions Model is retained but enriched in v5 with product-centric and AI-era context updates.
Terminology Drift — Correcting a Senior Colleague Without Conflict
Terminology and Principles Quiz — v5 Language and Design Principles

The Nine Core Modules — ITSM v5's New Certification Map7:16
Walk through all nine ITSM v5 core certification modules, their scope, and how they build toward advanced designations.
Three Advanced Streams: Practice Manager, Managing Pro, Strategic Leader7:10
Compare the three ITSM v5 advanced certification streams and choose the right path for your role and career goals.
Managing Professional Transition — From ITSM 4 MP to ITSM v56:55
Learn exactly what ITSM 4 Managing Professional holders must do to transition their certification to ITSM v5 status.
MP Transition Dilemma — Is Upgrading to ITSM v5 Worth It Right Now?
ITSM v5 Certification Pathways Quiz — Modules and Streams

Practice Reorganisation — What Changed, What Moved, What Stayed8:06
See which of the 34 practices switched categories in v5, why the reorganisation happened, and the exam implications.
Key Practice Deep Dives — Critical Practice Updates for the Bridge Exam7:14
Deep-dive into the practices most likely to appear on the bridge exam, focusing on what changed and what stayed the same.
Practices in Action — Applying v5 Thinking to Real Scenarios7:31
Apply updated ITSM v5 practice logic to realistic workplace scenarios to build the exam-ready thinking the bridge test demands.
Practice Reclassification Pushback — A Process Owner Resists the Changes
ITSM v5 Practices Quiz — Reorganisation and Applied Scenarios

Understanding the Bridge Exam — Format, Structure, and Strategy6:57
Get a precise breakdown of the 20-question exam format, time allocation, topic weighting, and question types you will face.
Common Exam Traps and How to Avoid Them7:22
Learn the most common mistakes bridge exam candidates make and the specific strategies to avoid each one under exam conditions.
Exam Mindset and Final Preparation6:54
Build exam-day confidence with a proven final review process, mental preparation techniques, and a last-hour checklist.
Over-Preparation Spiral — Redirecting a Colleague Before the Exam
Quiz

Full Mock Exam Part 1 — Questions 1 to 12 With Explanations10:10
Work through questions 1–12 of the full mock exam with detailed explanations to reinforce the reasoning behind each correct answer.
Full Mock Exam Part 2 — Questions 13 to 20 and Your Score Guide9:59
Complete questions 13–20, review your final score, and use the score guide to identify any gaps before your real exam.
Mock Exam Debrief — A Colleague Disputes Their Wrong Answers
Quiz

Requirements

A valid ITSM 4 certification (Foundation or higher)
Basic understanding of IT service management concepts from ITSM 4
Interest in updating your knowledge to ITSM Version 5
No additional tools, software, or prior AI knowledge required

Description

This course contains the use of artificial intelligence. If you already hold an ITSM 4 certification, this course is your fast and focused path to upgrading to ITSM Version 5.

ITSM v5 represents a significant evolution of the framework, reflecting the realities of modern IT environments — including AI-enabled operations, digital product management, experience-driven delivery, and sustainability. This course is designed specifically for ITSM 4 certified professionals who want to understand what has changed, what is new, and how to prepare effectively for the ITSM Foundation Bridge exam.

Rather than revisiting what you already know, this course focuses exclusively on the updates introduced in Version 5. You will learn how the ITSM Service Value System has evolved into the ITSM Value System, how Digital Product and Service Management (DPSM) redefines the scope of IT management, and how experience management becomes a core discipline alongside products and services.

You will also explore the ITSM AI Capability Model (6C framework), understand how AI is governed within service management, and learn how sustainability is integrated into decision-making across the framework.

The course includes clear explanations of structural changes, updated terminology, and new concepts, along with practical guidance on how to approach the 20-question, scenario-based Foundation Bridge exam. A full mock exam is included to help you assess your readiness and identify knowledge gaps before sitting the real exam.

By the end of this course, you will have a precise understanding of ITSM v5 updates and the confidence to apply them in real-world scenarios and exam conditions.

Who this course is for:

ITSM 4 certified professionals preparing for the ITSM v5 Foundation Bridge exam
IT service management professionals who want to understand ITSM v5 updates and new concepts
IT managers, consultants, and practitioners working in service management or digital transformation roles
Professionals involved in AI-enabled IT environments, digital products, or experience-driven service delivery

ITSM v4 to v5 Foundation Bridge Certification Course

What you'll learn

Explore related topics

Course content

Welcome and Course Overview3 lectures • 11min

Why ITSM v5 — The Evolution Story3 lectures • 14min

The New ITSM v5 Framework Architecture4 lectures • 21min

Key New Concepts in ITSM v55 lectures • 29min

The AI Governance Extension Module3 lectures • 16min

Updated Terminology and Principles4 lectures • 23min

New Certification Pathways in ITSM v54 lectures • 21min

The 34 Practices — What's Updated in v54 lectures • 23min

Bridge Exam Preparation4 lectures • 21min

Full Mock Exam — 20 Questions With Explanations3 lectures • 20min

Requirements

Description

Who this course is for: