ITSM Foundation Exam Guide

Perkembangan digital transformation, cloud, automation, AI, dan model kerja berbasis produk membuat pengelolaan layanan TI tidak lagi cukup berfokus pada stabilitas operasional saja. Organisasi perlu mampu mengelola produk dan layanan digital secara end-to-end, menjaga kualitas layanan, menciptakan value, meningkatkan pengalaman pengguna, serta tetap adaptif terhadap perubahan bisnis dan teknologi. ITIL Foundation Version 5 menekankan evolusi dari IT Service Management menuju digital product and service management, dengan pendekatan yang lebih terintegrasi, value-oriented, complexity-aware, dan AI-native untuk membantu organisasi mengelola teknologi secara lebih efektif dan berkelanjutan (PeopleCert, 2025).

Course ini dirancang sebagai program persiapan sertifikasi ITIL Foundation Version 5. Materi pembelajaran mencakup pengantar ITSM, key concepts of ITSM, Four Dimensions of Product and Service Management, konsep digital product and service management, Product and Service Lifecycle, ITIL Value System, guiding principles, governance, value chain, practices, continual improvement, serta value stream mapping and management. Pembelajaran disusun untuk membantu peserta memahami bagaimana produk dan layanan digital dikelola melalui aktivitas discover, design, acquire, build, transition, operate, deliver, dan support, serta bagaimana value streams digunakan untuk memetakan, menganalisis, dan meningkatkan alur kerja organisasi secara berkelanjutan (PeopleCert, 2025).

OBJECTIVES

1. Memahami konsep dasar ITSM dan digital product and service management dalam ITIL Foundation Version 5
2. Memahami Four Dimensions of Product and Service Management
3. Memahami konsep service value, service relationships, digital products, dan digital services
4. Memahami ITIL Product and Service Lifecycle
5. Memahami ITIL Value System, guiding principles, practices, continual improvement, serta value stream management
6. Mempersiapkan peserta menghadapi ujian sertifikasi ITIL Foundation Version 5

AUDIENCE

1. Service Manager
2. IT Manager
3. Project Manager

PREREQUISITES

Tidak ada training khusus yang dipersyaratkan

CONTENT

1. Introduction

1.1 Evolution of IT Service Management
1.2 Key Concepts of IT Service Management

2. Four Dimensions of Product and Service Management

2.1 Organizations and People
2.2 Value Streams and Processes
2.3 Information and Technology
2.4 Partners and Suppliers

3. Key Concepts of Digital Product and Service Management

3.1 The Service Economy
3.2 Service Relationships

4. Product and Service Lifecycle

4.1 Product and Service Lifecycle Activities
4.2 Discover Activity
4.3 Design Activity
4.4 Acquire Activity
4.5 Build Activity
4.6 Transition Activity
4.7 Operate Activity
4.8 Deliver Activity
4.9 Support Activity

5. Value System

5.1 Introduction to Value System
5.2 Guiding Principles
5.3 Governance
5.4 Value Chain
5.5 Practices
5.6 Continual Improvement

6. Identifying, Mapping, and Managing Value Streams

6.1 Value Streams
6.2 Value Streams of Digital Organizations
6.3 Value Stream Mapping
6.4 Value Stream Management