ITIL 5 Roadmap | ITIL 5 Explained | Career Path, Certification, And Latest Updates | Simplilearn

YouTube. Once again everyone, thank you for joining in. Uh so for for our audience joining from YouTube and LinkedIn, it would be great if all of you could introduce yourselves in the chat. Tell us your name, uh your current occupation. It's wonderful getting to know all of you. And I'll read out a few responses. So we have Romesh from Bangalore. Welcome to the webinar. Thank you for joining us. We have Kitika joining us from Chennai. Wonderful to meet you. It would be great if you could all tell us your u occupations as well. What are you currently doing? And then we have a few more responses on LinkedIn with people saying that there are a lot of people joining us from Delhi, Mangalore, Chennai. Okay. So, so many people joining. Thank you all for your introductions. It's wonderful having all of you. And with that, I think it's time for us to start the webinar. And as you all might know today's session is on ITIL foundation version 5. What has changed and what it means for your study plan. And if you are here, chances are that you're already, you know, in the field of IT service management or you're trying to figure out how to stay relevant in this field. So whatever is your case, here's the thing. We know that it has been updated and it has evolved so much and that is exactly what we going to talk about today. So this is going to be a really insightful and interesting session for all of you. Uh before that I think I would also like to introduce myself. I'm Shwetta and I'll be the host for today's webinar. We also have a wonderful speaker join us today. I will give his introduction shortly. But before we get to that, we have a few ground rules for today's webinar. Um as always, if you have any questions, we request you to post your questions in the Q&A box. We will try to address all of your questions. If not during as soon as they come, we will surely address them towards the end of the webinar. Please use the chat box effectively and keep the conversations related to today's topic. Uh it would be great if you could all refrain from sharing any external links. We always love hearing your thoughts. So you can always drop your comments in the chat. uh for your certificate of uh participation. We will be launching a poll towards the end of the webinar and you can share your full name to receive your certificate uh in your registered email ID and you will be receiving that within 48 working hours. Uh so that's the ground rules as always for the webinar and um as you all know you have joined simply learn webinars. I just want to quickly check how many of you are aware of simply learn. Have you joined our webinars before or is this your first time? If it's your first time, you can comment first in the chat. Um, and if you've attended our webinars before, that would also be great to know. So, please share your responses. And for people joining us from other platforms, you can just comment and we can uh surely see your responses there. Sunan says since 2013 uh I can't read the name first time first time so many first timers uh some are saying not the first time somebody with a lot of experience okay so many of you who are familiar and a lot of you who are attending us for the very first time as well so I'll quickly take two minutes of your time and introduce um uh simply learn to all of you so at simply learn we help learners transform their lives by empowering helping them uh with digital skills and we do these through digital courses that we offer online and currently we have helped over 8 million learners uh you know advance their careers across 150 plus countries and we do these through global partnerships with universities and also top industry partners. So on the screen right now you can see some of our industry partners and university partners. uh we have global universities like Michigan engineering professional education we have Virginia Tech and when it comes to industry partners we are also we are partnering with Google Microsoft IBM uh Amazon web services and a lot more as well so uh these are some of the highlights that we have for you and one other key highlight is about the learner experience that you can expect at simply learn so most of our learners have reported a 50% salary hike on completion of courses with And we have also been rated 4.8 out of five by most of our learners. So this is something that we really happy about. And uh our graduation rate is also at 80%. We see that usually for online programs people drop out after the first two weeks and that does not happen with us. So we have a graduation rate of 80% which is a highlight we wanted to emphasize uh in this webinar. Uh so with that um I hope we we are clear about simply learn and uh it's time for us to get the webinar started. So there's a key statement we are starting with and that is about it and why it had to evolve. So as you all know in 2026 we had to address the needs of the changing market especially with AI and I'm sure Vipin is going to speak more on that but this is the main aspect due to which the version five has come across and today's discussion is also about this. So the emphasis also is on EI to a great extent right with that I would also like to set the agenda for today's webinar what you can expect and what we're going to cover. So you are going to we are going to discuss why ITIL remains essential in the age of AI. Then we will move on to ITIL's evolution over time. Uh we'll also cover what's new in ITL version 5, the key concepts. Uh then we're going to talk about the version five exam which is a very important aspect. We're going to give you an exam overview, the errors and strategy to plan ahead. We also have a four-week study plan by candidate profile. So even if you're new to ITL or if you have the certification, we have separate uh study plans for both of you. Uh does your existing ITL certification still count? That's a major question or a doubt that a lot of aspirants have. So we're going to clear that during this webinar. And finally, we are going to have a program overview of the ITL version 5 foundation course that we provide at Central. Uh so that's the agenda for today's uh session. We are really excited and we hope all of you are too. With that I would like to come to one of the best parts of the webinar for me as a host and that's introducing uh our guest speaker. So we are joined today by Bipenduk and as you can see on the screen Bippen brings over four decades of experience in IT working across service management process design quality systems and large scale transformations. He is not just uh he has not just trained professionals but he has helped organizations like data communications and CTS actually implement these frameworks in real world environments which is very important uh to have someone with deep understanding of this field for webinars like these and what I personally love about his sessions is that they're not just theoretical they are very practical and directly applicable to how you work today. So, I've sat through a lot of his webinars and I found it extremely insightful and helpful and so does uh and so has our audience as well. Uh so, I'm sure you're all in for a really uh informative webinar today. And with that, Vipin, it's an absolute pleasure to have you with us today. It would be great if you could introduce yourself to our audience. Yeah, thank you Shaita. It's great to be here as a co-host with you for the ITL webinar. So as Sua has rounded up very well uh my experience profile and all what I'm doing I'm associated with simply learn for over 13 years now conducting prince to foundation and practitioner as well as the ITL when it came into picture and uh ITL4 onwards 2019 onwards I'm taking ITL classes also I have been associated uh with more than 125 plus sessions on ITL4 including the corporate batches as well as the uh batches related to the public batches which we call it a GLVC and few new additions to the profile which has come in in terms of very recent ones for Autodesk related this thing then related to banks couple of banks uh I have taken these sessions on and global banks as well as Indian banks okay all these are very critical uh service management now we will also go understand how this is going to take us forward So that is in store for us. We'll cover that. But apart from this uh I also have an experience of implementing SAP JD Edwards, Oracle business suite etc. across the globe in various uh business verticles like retail that is SAP ISU is for retail or the billing systems for basically the leading gas organization across the globe. So that is few of the experiences which are there which all generally comes into picture when I deliver the sessions as well. So that's it. Okay. You get over to Shwa once again. Yes. Um thank you for that wonderful introduction. I'm sure everyone's waiting to hear more from you about it and what has changed. So I I will get right into it with a very uh important question. We did cover about uh we did talk about how AI is changing things and uh we all know that a lot of people feel that AI is replacing traditional frameworks right now. So why does it still matter today? Uh especially in an AIdriven environment. Does it still stay relevant? This is one of the most common queries we get from our participants as well. So it would be great if you could talk on this. uh see AI is uh again whenever we are using any systems or procedures or methodologies or frameworks they are very critical and important they form the basis of our work basis of our working but however these uh tools of AI tools of automation tools and all they are icing on the cake and they enable us to actually accentuate the way we which we work in today in the organization they all are basically enable us. They help us do things better and that is what is important to understand. These AI tools and automation tools will help us to do things better and which will free uh the team working on the mundane activity to take more initiatives towards strategically moving towards delivering the way the experiences to be delivered to the consumer in line with their expectation that it would it will enhance us to do. It also reflects on the specific structuring which we need to do that is in terms of the service value chain activities which we talk about or the value streams which we talk about in an organization. how consistent, how useful and how we can continuously raise keep on raising the bar while delivering the production and services or digital products and services to our consumer that's very very critical and important which is also enhanced uh by using of AI in uh creating a value stream which enables actually uh repetitive activities to be born taken care by the tool and the strategic things would be handled by a human be so ital is today when we are talking about version five it is basically trying to match to the realities of the world the how everything can be delivering because the customer is at the center of everything when we are delivering whether the customer is internal to the organization or external to the organization it really really doesn't matter but it is important that these enablement of services production services digital production Services enable delivery of products to the consumer in a way in which they expect to be delivered better, faster, easier, reduces the effort score and increases the net promoter score for the service consumer organiz service provider organization. That's is very very important aspect of AI. But there are few things which are still under considerations or constraints which we will cover during which we already covered during the session as uh as a part of the ITL4 framework or five framework. We basically talk about also the considerations which are needed the challenges which are needed to be addressed as a part of uh implementing a or enabling uh services production service management through air. we will be we are already taking into consideration as a part of the discussion. Yeah. Yeah. Uh thank you for that. So I I think it also takes away the concern that a lot of people have that AI is completely going to replace my job or I would not be ready. It just makes it much more efficient and much more faster in a lot of cases. Uh with that I think a very important aspect is also the evolution of ITIL. I itil has had multiple versions over the years. uh so for someone who is new to this journey could you please uh give them a brief overview of what those versions are and uh how much it has evolved over time. So initially if you are all aware this is a basic fundamental approach which was taken by British government way back in 1980s where they started uh the common practices or the best practices across the industry how it can utilize it in departments in various uh business vertical can utilize. So they formed a framework uh stationary office within the uh British government formed a framework was ITL1 which was basically talking about it can be used to uh enable the product delivery of internal services to the organization or enabling the uh business growth in the organization at that point in time. So it started with the version one in 1990s. It became mature when we came into uh version two was released in uh approximately in 2001 where it also categorized or also influenced how service management can be delivered post implementation of products and services was internally for a growth of the organization but still there was no business enhancement which came into picture in ITL3 V3 version in 2007 where actually how business growth could happen. That was the era when everybody was trying to uh go enterprisewide across the organization. So how organization can use the enterprisewide resources in uh better planning their business growth and enabling the business through it and so on and so forth was introduced which was the most famous framework which people are aware of in which uh life cycle management was there for IT IT services which included the service strategy, service design, service oper uh service transition, service operation and continual service improvement. that was basically a model based on the u PDCA which was basically given by uh the Demings wheel professor Deming had created that cycle which was utilized in ISO etc which enabled everybody to understand how life cycle management can happen. So it was introduced by even in I uh in the ITL for ITL framework in 2011 there were certain additions made with respect to the guiding principles in ITL 2011 update. In 2019 they came up with the new version wherein the uh we went away or did did with the uh life cycle model to a service value system model which was basically enhancing the value to the consumers in line with their expectation consistently. Now there was very little thing in the the enablers were there as a part of four dimensions of service management but very little was spoken about how AI can be utilized in day-to-day activities of the products and service management. So I it's 2016 26 recent in February this was released for u public release was done on uh 13th of February 2026 for ITL foundation version 5 wherein using AI a basic importance was uh incorporated related to AI how AI can enable as a tool to deliver better products and digital products and services to the consumer consumer organizations or the consumers within the organization and beyond the organization. So that was the brief about the road map how it was taken into account. Right. Wow. Thank you for clearly explaining that. So clearly ITIS has evolved with time with also the demands that have been changing over time. uh so it was great to know about the evolution and I think now uh let's move on to one of the most important aspects of this webinar which is the comparison between ITIL version 4 and ITIL version 5 because we also see that a lot of a few of our participants already have ITIL version 4. So they just want to know the updates that have come up in version 5. So could you just talk to us about that? Yeah sure. So uh when we are comparing it the ITL 4 was basically called as service management framework. So in the service management we spoke about the basic activities of six type of activities within the service value chain. So which we called it as uh the basic service value chain activities plan improve design transition obtain and build and deliver and support. Now this has been uh uh more aligned to the journey of service uh customer services in terms of products and digital products and services in version uh IDEL version five wherein these was split into the discovery you can show that discovery then uh we came into the uh design uh discovery design acquire uh then we have build uh transition oper operate deliverance support and uh these were the six activ six activities was transferred into eight activities as a part of the uh central component of the service value system. In ITL4 we called it as service value system. In V5 version five we call it as digital products and service management. So uh inclusion of digital products and services not only services but products has been also included. So hence the importance of product vendors is very critical in enabling the delivery of products and services through the partners and suppliers as well. So for example the digital product vendors are basically Microsoft digital product vendors or service now as a digital product vendor or even your digital product vendor could be in terms of your e-commerce platform your uh the platform related to booking platform banking platforms and so on and so forth. In IDL4 we had around um 34 practices which were classified into three types of practices. General management practices, techni service management practices and technical management practice. As far as ITL version is concerned, the practices are 34 only but reclassified in terms of general management practices and the products and service man digital products and service management practices. Now in ITL4 we had uh 12 g uh 14 general management practices. In uh the uh 17 uh practices were related to the service management practices and three practices were related to technical management practices. Now in ITL 4 version we five version we have 12 general management practices and 30 22 practice. So regrouping has been done. uh there is a huge coverage the AI was not covered in depth or as explicitly in ITIL 4 version but in actal five version five it has been explicitly covered as a part of the first as a part of the four dimensions of service management in organization and people dimension in IT uh information and technology dimension specifically with respect to AI enabling tools and um What are basically the constraints which have to be taken care of related to I it has been included in ID service management. Earlier we had four major parameters which uh three major parameters which enabled delivery of products and services uh which were related to a was utility, warranty and experience. Now it has been new thing has been added apart from utility warranty and experience we have the sustainability has been added which is very critical for a service provider to sustain their services in line with the expectations of the consumer which also talks about personalization of services in line with the expectations of the consumers. This is very critical aspect which has come into picture. And then we are talking about uh the platform platform engineering was not addressed here because of the products and service management. Digital products and service management is there. So how all these six say value chain activities enable both service management and digital product management is covered. The product engineering has been covered over here as a part of the eightstep approach to value streams. Then seven guiding principles were there in ITL 4 as well. Also in ITL5 we have four guiding principle but each of the guiding principle when we apply it how they can be enabled. Additional portion has been added how AI can enable apply the guiding principle better in the organization that has been covered. This is a brief about how it has what are the enhancement late and as compared in version five as compared to version four. Uh thanks for clearly explaining the difference. I think we also received a question from the audience about the key differences and I hope this clarified your query on that. Uh with that I think it's important for us to talk about the key concepts in ITIL foundation version 5. Uh so uh could you talk to us about the four dimensions of service management? Have there been any updates or does it still remain the same? Uh prime fac uh four dimension remains the same but however with the special emphasis as I told you earlier has been put on AI. How people and AI in organization and people dimension how people and AI can work together. Right? That means the automation can be done and people are kept free for taking strategic uh involvements and strategic improvement in the organization in line with the market demands. That's what has been added as a part of AI in people than uh organization in people dimension. AI as a part of information and technology dimension AI has been categorically useful in enhancing the areas of delivery of digital products and services. How it can be enhanced? how they can be used better to continually improve the digital products and services in line with the expectations of the consumer and why partners and d partners dimension has become very critical and important is the apart from partners and suppliers one more addition has been done which is called as the digital product vendor which is very important digital product vendors I gave you example earlier as well now few of the examples are also digital product vendors are related to enablement of hardware like the networking working hardware, the data center relation related network related um the uh relations with respect to your the uh internet uh enhancements all these are part of partner which cannot be done by the service provider organization but they need to be uh acquired that's why uh acquire is one of the activities after discovery design the acquirers all the activities cannot be done in house by the service proer hence the acquirement of digital products and services can be done through a third party where more emphasis has been done on how to acquire them and what are the mechanisms to acquire them and also how to control the dig the acquisition part of it from digital products and services that has been enhanced in the partners and suppliers dimension value streams and processes needless to say it is very critical and important aspect here in in the value stream and uh processes again The enhancement has been done with respect to AI utilization of AI and also the concept of value stream mapping, value stream analysis and value stream management has been added compared to earlier version. So that's how all the four dimensions which act as a resources to the service value or value system to deliver products and services has been enhanced. Now earlier version of uh IDL 4 always spoke about service management. Here we talk about digital products and service management. So that has been categorically enhanced to take care of digital delivery of digital production services because no organization today can deliver products and services to enhance experience to the consumer without utilization of digital platforms. Hence digital production services have been very highly emphasized including AI. Those are some uh prominent changes that have happened in four dimensions of service management. Yeah. Yes. Um and uh with that I think uh another important concept which is also pretty known for being heavily tested is the seven guiding uh principles. So could you help us understand how it has changed with AI and automation coming into the picture? Does it remain the same or how can they apply these uh seven guiding principles to navigate through AI and automation? Sure. So as we say the all the seven guiding principle the uh basic concept remains the same they are all integrated all act together then they cannot be used in isolation one-off cases as not possible all these guiding principle together enhance or or helps in adapting and adopting adapting is to inherit from the previous uh the way you are working and adopt adapt is to make course correction to the things which you're learning that means improving the activities is what has been taken care then we are talking in terms of uh the service value adoption and adoption of the service value system then it helps in building the culture in the organization and it also helps build continual improvement culture in the organization you know all the seven guiding principles right from focus on value start where you are progressive with feedback collaborative and promote visibility. Think and work holistically. Keep it simple and practical. A separate application section has been added in each of the respective guiding principles as to how AI can be used to enhance the enablement of the or enablement of implementation of all the guiding principle working together. And we also normally say that all the seven guiding principle act as a mesh network. They are integrated with each other. Hence they enable development or delivery of uh create a organization culture or continual improvement culture in the organization. So AI is been put as a specific part for applying AI. How AI is applied in all the seven guiding principle is specifically been added. We discussed this as a part of our discussion as a part of the four dimension seven guiding principles when we discuss in detail this chapter as a part of the syllabus where more emphasis has been given on applying the uh AI in the guiding principle that's what has been added which was not there in version four right um yeah so the emphasis has heavily been on AI and uh one more aspect that I think has changed a little was uh service value chain has is now the value chain activities and uh could you talk more about that? Yeah, sure. So as I told you in version four we had a uh service value chain activities which was a central component of the service value system. Now we have that has been enhanced and replaced to be very let's say enhanced to the digital products and service value chain digital products and service uh digital products or it is now just called as value chain instead of service value chain because the word services in ITL 5 version 5 has been replaced by digital products and service. So it is no longer a service management a digital product and service management. So hence the service value system has also been renamed or enhanced to uh digital products and service uh value system directly. We don't call it as digital products and service value system. We call it as a value system. Similarly service value chain has activities has been enhanced to value chain activities. So it is no longer only applicable to the service management but it is also applicable to digital products and service man uh digital products as well. So we have seen earlier in the previous couple of slides we have seen that the six uh service value chain activities have now been moved to eight activities. So we had a six activities related to plan improve engage design transition obtain and build deliver and support. Now they have been bifocated and made specifically and aligned to the customer journey. Whenever the customer journey starts, it always starts with the discovery. You discover what you want. Discovery is all about understanding the needs of the consumer. That's part or very critical. That's sometimes we call it as a discovery, sometimes we call it as awareness. uh depending upon what applications we are using that can be understanding the needs of the customer is a paramount or the consumer is paramount and hence the discover activity has been uh added over here understand the environment understand basically the whatever where the opportunity exists where there are demands where are all those things coming in from so we discover as to what are the needs of the consumer now typically in ERP uh if you're applying this as a ERP then this is a discovery becomes a part of the business blueprinting or if when you're talking about uh software development this becomes a part of requirements management as a application. Okay. Then we talk about once we are done with the requirements we have requirement visibility matrix created which includes the acceptance criteria as well which is a part of discovery. Once the discovery is happening, how we are going to whatever is strategically um addressed, what are the strategies, what are the deliveries has to be done in a strategic way. They are all needed to be put into design stage designed properly. Now here something like uh two aspects of prototyping has been added. Design includes prototyping. Prototyping can be physical prototyping, virtual prototyping or whatever you want to call it. You can use that. This enables whether the strategy which has been place put in place is really achievable through designing mechanism. Here this leads to basically highle design document and low-level design document and scenarios of your uh software development practice. Now this design also leads to as a in a ERP kind of a scenario. It will lead to a configuration rational document. How the gap analysis what will be implemented directly using uh product or what will be customization needed is found out here. Based on this the next activity once the design prototype is completed we go some of the activities will be done by the service provider organization. Some of them activities would be conducted by the through partners and suppliers. That's where the acquire comes into picture because everything cannot be done by the service provider organization themselves. So they need to like digital products which are required. So those are acquired through digital product vendors that is covered here. And build is something which the organization within the service provider organization will internally either do configure it or develop it inhouse. So that is done once that is development is completed testing is completed as a part of this product and service de then it is moved into a staging environment that's all about transitioning we are talking about once the transitioning happens we put it into uh staging environment where uh uh again the testing and all that uh will happen user acceptance testing will when it happens it moves into the day-to-day operations production environment is keeping the service running dayto Today that's operation. Once the operations are in place, the delivery happens. We seek a feedback, incorporate that feedback, continuously improve and keep on supporting those support activity handles the request and feedback and aligns the services and products in line with the expectations of the Arjuna consistent. So both the um both the product the the development life cycle and the service life cycle fits into this 8 point uh eight activities as the service value system or value system. So it's enables it's a central component which enables delivery of digital products and services in line with the expectations of the conser is a central part of it. Of course the other components like digital governance governance includes nowadays digital governance practices enable the uh it's a practice will also include uh the service these value chain activities along with the practices combined together to create a value stream which enable delivery of products and services consumers. That's what has been put into place. guiding principles are on top which enables the flexibility needed by the organization to consistently enhance the products and services and have continual improvement in place. So that's how the entire digital products and service management framework has been put in place as a part of ITL version 5. Yeah. Right. Um thank you for clearly explaining that. I'm sure the whole um value chain activities is clear for everyone here also for sharing. uh thanks also for sharing everything uh in a very detailed manner. So that was great to know. Another important aspect that we wanted to address in this webinar is also something that a lot of participants struggle with and that is uh differentiating between incident problem and change in exam scenarios. Uh so uh could you please explain this in detail for the audience? Yeah sure. So uh basically let us first look at the uh categories. We'll go one step by step. Uh don't read the slide completely. So first part is a definition part of it. We say incident by definition the incident is uh this remains these are important aspects which are required to be remembered as a part of the exam. Normally the question comes on these these are also part of when you you're talking about incident problem or enhance uh changes. This reflects to the value chain activities operate, deliver and support. So they are related to those three activities also. So incident by definition is an unplanned interruption in services or reduction in quality of service. Then we say problem is a cause or a potential cause of one or more incidents or recurring incidences. And change is nothing but addition, deletion or modification of anything that affects the production services. Now purpose of incident is basically to minimize the negative impact of incidents and uh restore the normal service operations as quickly as possible. Service operations are always part of deliver and support activity post operations. First we put it in the operating environment on day-to-day environment. This is very critical and then we talk about the problem is always it's a proactive approach which is taken by the service provider organization as a part of deliver to reduce the likelihood of uh likelihood and impact of the incident by understanding the cause or a potential cause of an incident and managing the workaround for the known errors. And then we are talking about uh change purpose is to maximize number of IT changes that the uh by ensuring that the risk have been clearly assess authorized changes and manage the change schedule. The scope of this change is very big. Entire uh your uh entire operation and maintenance environment is subjected to change. It's the change includes the infrastructure. The change includes the u softwares. Uh the change includes the uh products and services. The change includes the documentation that is documentation could be related to your uh maintenance documents or development documents mainten or life cycle documents as SDLC life cycle documents or ERP or product implementation life cycle documents. Apart from your go live documents which are related to technical reference manual the uh user manual your context manual training material that's all subjected it is subjected uh also scope of change includes the process which is the service value chain activities or value chain activities and the value streams. It is also subject also improvement of uh relationship between service provider and the service consumers. So all that change includes everything every gamut of day-to-day activities are subjected to change enhancement. So hence we call it as change enablement management. So basically in a timelines where the changes where incidents are concerned, incident timelines are very well defined as a part of the contractual binding between service and service consumer which is taken care as a part of the service level management practice uh which is having a backto-back arrangement with the production service vendor. So underpinning contract comes as a part of the supplier management practice. Now you have a timelines given for problem specifically very difficult to give a exact timeline because when a cause or a root cause has been found out it may take time. So we might provide a workar around for that. So it is a medium range or sometimes long range depending upon the investigation. Now change enablement is always approval is uh based on the approvals given by the consumer organization. The changes are incorporated implemented by the service pro provide products and service providers in line with the agreed schedule for change enablement. Also in uh in fact we define the changes into three types of changes. General first standard change normal change and emergency change. These are all that come um uh already considered as a part of the agreement between service and service. So output of uh incident is incident is resolved. The outcome is the new services or the or the uh restoration outcome is a restoration of normal business operation. In case of output, in case of problem management is basically known error record and the permanent fix we find out normally the permanent fix is implemented using change enablement practice. uh implementation of the change enablement include implementation of change, implement, review, release and deploy are part of change enablement. Triggers for basically for incident is incident request which is also called called is a part of the demand. We call it in the value system as a demand or a opportunity. Demand is defined as needs of products and services amongst the consumers which basically is a request made by the consumer. Incident request, service request, change request. These are the three kinds of major requests which are made. As such, there is no specific request made for problem management. The this is automatically triggered by the service provider organization in line with the number of incidences they are having based on the uh uh in uh problem identification based on the criteria of proactive problem identification and reactive problem identification concepts that will is considered there and always the change is triggered through request for change except for your emergency change which is identified. The scenarios of emergencies are identified as a part of your contractual binding which could be in terms of showstoppers which are nothing but uh outages uh which can be uh cyber attacks or something like that. Okay. Or possibly these are few of them. Then as far exams are concerned it is very important to understand the definition there. uh the triggers are given over there to identify uh which can enable you identify incident problem or a change very easy to understand in an exam perspective. When we read the questions always related to any of the practices or any of the service value or value chain activities, it's important to understand the purpose of that. Underline the keyword in the question and by underlining the keyword in the question one can very easily identify to which salab area this belongs to. So that's very important for exam perspective which is specified as the last role. Yeah. explaining that also in depth. I hope that clarifies all of your queries regarding incident problem and change management. Uh so I think it's time for us we've covered the concepts already and I think it's time for us to talk about the exam which is also very important for most of the participants who are here today attending this webinar. Uh so with it uh version 5 could you give us an exam overview about what has changed and what can they expect if they are new to this field and are attempting this exam. Okay. So, uh there are uh in ITIL version 5 there are two ways in which you can take this is about the normal exam we are talking about where there is nothing required no prerequisites are required. These are called as uh the fresh uh ITL version 5 take which is 40 number of questions is 40 questions. There are three types of questions and there's four types of questions normally asked. One is standard or objective type questions. Each of the questions have four uh basically four options. No more than four options. Uh there are standard OTQ, non-standard OTQ, list questions which are called as identify the missing word in the following question is the missing word question and a list questions related to the two couple of options. Right? So those are covered. There are 40 questions asked which is uh with no negative marking. Each question carry one mark. Weightage is similar. Now you get a timelines of around uh 60 minutes to cover it. Okay, that means 90 seconds per question. Very simple uh 90 uh seconds for per question. That's and it's very sometimes it's more than enough to uh uh understand from which relas area and work around and uh identify the right answer. So there is no negative marking. So you have to attempt everything. If you get more than uh 65% of the marks that is 26 marks you clear the exam and you are awarded a certificate which is valid from the date of you clearing the exam to plus 3 years. This is what is there validity. So in this scenario you are not allowed to use any material. Okay. So no book uh it's a closed book exam no material is allowed to be used only you have to rely on the understanding of the concept and the examples which are given during the session should be remembered. Now this is available in two parts. Part one this is a part one which fresh is totally a fresh you go for ITL version uh five foundation examination. There is also a bridge exam which we'll be talking about as we go ahead. It's a 50% of what you see here. There there are only 20 question uh 20 uh questions are asked. You'll get 30 minutes time and 13 marks to clear that exam. Bridge is applicable for the people who has already done ITL uh 4 version and they want to enhance their knowledge or upgrade their knowledge to ITL version five foundation version five. So they have bridge exam for that. This is officially declared by people's sort. So those are also available with simply learn as we see. We'll take it forward. We'll understand that as well. Yes. Uh absolutely. So now that everyone has um an overview of the exam and what to expect. Um you've been a mentor for so many years and you would have already seen a lot of common mistakes that a lot of uh people make during their exam. So could you talk to us about the common mistakes that you usually see and how one can avoid those while preparation or while uh giving the exam? So here basically uh people tend to memorize the definition. You don't have to memorize any of the definition. First thing very critical and important is to have a understanding of what has been said. So what is there in digital products and services or whatever the concepts are there we need to remember the concepts through an example not by memorizing those definition that's first important thing because when you memorize it the statement which you memorize is not exactly the statement which will come from an exam uh in an exam there. So it may be it is not a twisted one it may be a partial statement which they make. Okay. So then you'll get confused as to why that has happened. So no need of memorizing. You need to understand it. Understand the concept behind it. Answers in the rationally behind it and with an example remember it. And when you when you do so when you also underline the keyword in the question, you will understand which syllabus area it is coming from. There is no trick at all. It is no rocket science. It is very simple and straightforward. But focusing on uh the definition and along with their examples is very critical aspect. So you need to understand the concept why the question has been asked. Okay. Uh sometimes because when you underline the question there may be couple of key words. So do not misunderstand the intent of each of the keywords. So in each keyword has a very indepth meaning. So you address that word like best first. Okay. When you say best means there all the four statements would be aligned to the question which best matches that is what is ex to be given. Now for example in a value stream there will be what is the first step which is done then you ask about you talk about the first step first is initial step which is taken. So, so for example, you are given the activities related to discover, design, acquire, de uh build, transition, operate, deliver and support. In that case, it'll ask you what is the first activity which happens in the value chain activities. So, discover is answer. That's how you need to understand the concept behind it. applying updated perspective uh is what is selecting answers aligned with every framework rather than just updated value set. So it is important and critical again you have to have understand the in-depth meaning of the question itself do not apply with your perspective your b this I have seen basically does happen in a scenario where you say okay in my organization I'm doing it this way right but it is not what your organization does it is what is the recommendation of the framework which is which is being evaluated is what is critical for you to answer So don't make that mistake. I do the exist in the organization. Hence it 5 version foundation version 5 is saying that no it is the other way around. Okay. So you have to focus on the what the recommendations of ITIL foundation uh five framework says skipping scenarios based on practice. So here basically uh most of the scenarios in foundation version 5 you will have we don't have basic scenarios given you have to understand the concept and you have to understand the in-depth meaning of the concept there are no scenarios given at all here there is a scenario which ITIL4 talks about is a car hire system or a car hire scenario which as a digital car hire. Okay, they call it a digital car hire which is a common syllabus common scenario right through foundation to the masters all ITL 5 version five master same scenario is there but that scenario is there are no scenario- based questions in foundation what happens in this car hire scenario is that will not be asked in foundation higher level yes but not in this the other scenarios would be basically related to the concept the definition the theory Right. That's important to focus on. Right. U Thank you for actually sharing such wonderful tips with the audience. Uh and I'm sure a few of them are wondering how they can prepare strategically or how much time does it take and how can they effectively prepare for the upcoming uh exam as well for the ones who are attempting this. So could you share your insights on that? Sure. So actually important thing is uh basically when we study it's important uh as if you join uh simply learn uh scenar course then there are few things which are very very important uh pre-attending session studies are is given that is available where we have the uh basically uh the self-arning videos are there which you go through then also So before that also you have when you uh register with simply learn you will have a uh kit which is given uh the uh the learners kit which is given by peopleert which is put as a part of the one of the important downloads uh in uh which can be downloaded from learning management system of simply learn can be done. So that is very important aspect which you should cover as you are going through the course. You need to look at what contents have been covered and remain focused on the contents and discussion during the session over that. That's important aspect also in a assembly learn scenario. uh this thing there is a course where where or there is a learning management system area is there wherein there are mock test available and simulation test are available. I believe there are three two mock test and three simulation test two mock test and three simulation test for uh version foundation version five available. So please do not attempt them unless the theoretical part is covered because these are based the all the question set is already based on the entire syllabus of ITL uh foundation version 5. It is not chapter wise it is amalgamated. So again the best practice to do this as always you have to have one reading either you go through the entire set of self-arning videos once or you attend the uh live global live virtual classroom session first and then attempt these uh practice test that will make more sense out of it and once that is completed you always have time uh there uh as Part of the next step we always talk about what is the thing which you need to focus on during next 7 to 15 days is to solve all the sample papers mock test available. Uh there is a also restrict uh there is uh on a learning management system uh version uh before you go for foundation version five exam you have to at least get two sample papers uh cleared with more than 65% of the marks and then attempt the final exam not before that but it is not restricted to only two that is for exam watch 80% attendance plus solving the two sample papers is for requisite requirement for opening of your attendance certificate. Once the attendance certificate is completed, you get exam voucher. But between that time actually taking an exam, the rest of the sample papers also needs to be solved and you should have one round. Uh once you register with peopleert, you also get an official uh ebook from peopleert which is a manual which is exactly which can be read. uh it is suggested to read one uh one round of reading of the manual which will enable you apart from you it'll enable you to basically revise more and keep on solving questions which will consistently the topic would be in front of you visibility will be there and your clarity will come and you will feel more confident that you keep on solving the questions you will be feel more confident about clearing exam in the first attempt that's very important do not straight away okay you got a good marks in let's say to all the two sample papers don't worry about anything you go ahead and give the exam that sometimes works but better that you be careful about uh solving all the available resources take care use the available resources which are there on uh LMS as well as uh once you register with people the official version of the manual is available for you to read through one recommendation is and read is important. Um, thank you for sharing some good preparation strategies that they can adopt. Uh, if it was simply learn or not, um, these are some great tips. And apart from that, the next se segment that we wanted to cover was the study plan for all of our participants. So, we do have two segments here. One is for people who are completely new to IT and one for people who have already taken the certification. So could you share uh the the four-week study plan that professionals who are new to ITIL can follow to clear the ziggma? Sure. So here the in the first week we uh basically you can understand the self-study is there. You also can attend the class as a part of the first week itself. So understand about the ideal why even in a class we have four sessions we conduct. Uh basically the four session 4-hour session will include the chapters related to uh the key concept chapter, service management uh service relationships chapter. Then we cover value system. Then we cover in detail about the guiding principles. We cover continual improvement model. We cover eight activities of the service uh uh value chain activities in detail. Then we go about into the next chapter which is related to the four dimensions of service management. when we then we go ahead into the uh how AI can be used in ITL a separate chapter module and then finally we also talk about how the other frame how I it is associated with other frameworks like uh DevOps and the project management framework of prince to foundation and practitioner prince to found prince to and prince to agile so that is what we do that is part of the training which can be done in two weeks uh across uh whatever the choice various options are available. 2 hours option for attending the session 4 hours crash course of 8 hours within two working day uh two weekend uh one weekend two weekends all that is there available after that instance practice work which I already discussed about with you when you doing a practice basically ensure that you are in touch with a topic at least you need to spend an hour's time every day not only going through the resources which are available uh in terms of recording in terms of uh the courseware in terms of uh concepts slides which will be there also and uh also the resource related to the ITL manual which is uh given by peopleert once you register with the peopleert for examination then revise them give the uh uh on the fourth week you concentrate on focusing on solving the sample papers every day spend around 2 hours of time 1 and a half hours to 2 first time look at uh once you solve it you get the answers also at the end so that you know which are the weak areas which are your strength areas. So leverage on the strength areas and rework on the on the on the read through the weak weak areas and enhance them and be ready to take an exam. So that's how generally the four-week plan works out to be right. Uh thank you for sharing that. And uh we also have to talk about uh the study plan for people who have already um completed the ITL version post certification. So uh could you just uh tell them what they can do to so first thing is uh there is already during uh again in that scenario we do have a session of 8our session to be covered. There's official session which has been announced by peopleert and conducted by most of the uh um authorized training organization of peopleert. So here there is a on the delta between uh IDL 4 and IDL5 framework. We have a session covered wherein we talk about the differences in uh key concepts which are basically additions of key concepts like digital products and services. We talk about uh service uh relationships. We talk about uh the diamond model of service man uh production and service management. Then we talk about the difference between the newly introduced activities each set of activities. We speak about how 34 practices can be aligned but there are no specific practices covered in ITL version 5 uh for foundation. These are all higher level studies it has been moved to. So core concept building is understanding the AI AI governance framework and explore and core element of service design production service design and strong understanding about the platform and again the week three week four remains the same way as we do it for the bigger session. So again your revision understanding question answering making use of all the resources available and solving all the sample papers working on the weakness and leveraging on your strength that's what is important right um so thank you for sharing that and I think it's uh we've covered almost everything in this webinar that we set the agenda for with that I would like to take you all uh through the ITIL foundation bridge course that Pippen already spoke about which is an 8 hour bridge course that we offer at Simply Learn as well. Uh so for people who already hold the certification the next thing the biggest question that you all have is do I have to start over and the answer is definitely no like Dipin mentioned earlier. So uh it helps you this bridge course helps you upgrade from ITL version 4 to 5 in just 5 hours. uh so you're not relearning everything from scratch. You're only uh focusing on what has actually changed the parts that matter for today's exam and the way it works right now. So I'll quickly show you some of the key course highlights as a part of this bridge course. So we have an industry aligned curriculum. So like I mentioned it's an 8 hour focused ITL foundation bridge course. These are also live instructed instructor-led online trainings accredited by ITL uh experts. We also have an allincclusive exam package. So official ITL foundation bridge exam fee is also included as a part of this bridge course and a mock test and support. So it includes two fulllength mock test and 247 learner support to help you throughout your learning journey in case you face any problems while learning. So our team is there to help you with that. Uh the course investment for this bridge course for Indian learners is 17,300 rupees and for US learners is 319. Uh and for anyone joining us from APAC Africa or Middle East it's $240. So you can visit our landing page and it will show you the cost uh depending on the country you are talking in from. And what this includes like I mentioned earlier is that you have a flexi plus. So you can you have the flexibility to reschedule your cohort within the first 30 days if you face any problems and you have lifetime access to highquality self-paced learning. So you can keep going back to the topics if you want to upgrade yourself or if you want to refresh your memory mock we already spoke about and the exam voucher as I mentioned. So this is one option that you have if you already have the certification. If you are ITIL version 4 certified then you can consider this. For someone who is absolutely new to ITL and want to uh take the ITL foundation version five uh then we have a separate course for this as well and uh like earlier the key highlights of this course are we offer a 100% first attempt exam pass guarantee but we also have some requirements for this. So if you meet all the criterias, we provide this guarantee. As a part of this course, you also get 22 PDUs with accredited training. So you can use the PDS to write other exams as well. It qualifies you for uh this can be counted for project management as well where PDUs are mandatory. We provide an all-incclusive exam package. So like I mentioned earlier, this also includes the people search exam voucher, official courseware, ebook, cheat sheets and study plan. So we ensure that by the end of this uh course you are completely ready to clear this exam and apart from that we also provide 100 plus premium questions and simulations which is a very important aspect for any exam preparation if you're really invested in this right. So we have deep practice with quizzes, mock test, industry cases and exam style assessments which make sure that you are completely ready to clear your exam in the very first attempt and we clearly focus on the learner experience. So we have top industry experts like Bippen lead our web uh lead all of our classes. So we will ensure that your learning journey with us is also great. Uh so that is some of the key highlights of the ITL version 5 foundation that we offer. Uh so coming to the course curriculum uh could you just walk them through the course curriculum some some just some of the main topics that we cover? Yeah sure. This is as discussed earlier. This is for the full course version. We cover with the uh ITL uh key terms and definitions and uh service ma. It includes the product product service uh product digital products definition then service digital services management digital service management products and service management all these are keywords around 20 odd 30 keyword then service relationships we'll cover as a part of these definition. Then four dimensions of service management which is chapter two in the the uh foundation guide which has been given by people search. Then we go into the product and service management life cycle which is nothing but uh your eight activities which will be covered in detail which are very much part of the service value system. Then value streams proc and ident value stream identification, value stream mapping, value stream analysis and finally the value stream management is what is covered in value stream chapter. Then we also discussed about ITL and AI how AI can help enhance ITI enhance or enable ITL framework. And then finally we cover with the seventh chapter which is the ITL and other framework specifically with respect to devops and was at the prince to uh prince to agile and prince to that is project management framework of prince to agile and prince to normal. That's what is covered as a part of course curriculum. Yeah. Thank you for taking us through the course curriculum. If you would like to explore more, you can definitely go to our uh course page and you will get all the details for this course. So we also have a QR code that you can scan. I will share that with you uh shortly. Uh so the course fee or the course investment for this ITL version 5 foundation for Indian learners is 32,813 rupees and for US learners it's $799 for APAC Africa or Middle East it's $699. Uh so you can check the course free also on our website and what this includes like I mentioned earlier is live online classroom training people search training material exam free and ebook. Uh you also get 22 PDS quizzes mock test that we already spoke about and you have the flexibility to rechedule your cohort as well. Uh so think about it if uh this could provide a lot of value to your career probably get you the next promotion or that job upgrade uh that you have always been looking for. So sometimes it's just one your life changes with one decision. Do your own research. Think about all the courses out there. We're very confident of what we provide. So it would be great if you can check out our course and its benefits as well. U so yeah. So here is the QR code and you can scan this uh code to get to the course page where you have all the program details. You can see the curriculum uh the instructors and what the course looks like for you. Uh and with that I'm going to quickly launch a poll for the audience. If you are interested in this program and would like to explore more or know more details about it, you can click on a yes and our team will reach out to you and to help you with all of your queries. So we look forward to having all of you with us. I'm going to quickly launch this poll. I hope the poll is also visible to all of you. So even if you're considering uh the bridge course or the ITL version 5 foundation, you can click on a yes for it's applicable for both of this. So when the advisor calls you, you can tell them exactly what you're looking for for and they're going to help you and assist you with that. Uh so that is um I hope the uh poll is visible to all of you. Okay. All right. Yeah. So uh in the meantime if any of you have any other questions you can post your questions in the Q&A box and I can pass on those questions to Vipin as well. Uh so if you have any questions please do let us know. I'm going to keep the Q&A open for a while. So yeah I think these are just whatever we have are just comments. Okay simple keywords. There's someone who had asked for examples but during that time you did clearly mention some examples. Uh so that is answered. If you have any other questions feel free to share and this is your time uh to answer the poll as well. I saw a few questions about the recording and the slide deck. I just wanted to uh clarify that I'll be launching another poll for the certificates uh which will come right after this. So if you fill up your details, you'll have to share your full name and you will receive the certificates, the slide deck and the recording to your email id. So you don't have to worry about that. Uh so I'll all right so I think with that I'm going to end this poll here. Even if you missed the poll or were not able to see the poll, you can go to the course page and you will be able to see all the details. there will be an option to talk to an advisor. Click on that and our team will be there to help you with any queries you may have. Uh with that I'm also going to launch uh the certificate poll for all of you right now. Um I hope this is visible to the audience. Okay. Uh so please make sure that you fill up your kin. Okay. I can see responses come in. Great. uh please don't share your names in the chat because the chat is not recorded and we will not be able to send out certificates if uh I think Surabi has shared her name. So Surviv please share your name in the poll. If the poll is not visible to you, you can write to us at webinars simply.net. I will share it in the chat as well. Yeah. So everyone please don't share your names in the uh chat. I have shared an email ID. In case the board is not visible to you guys, please mail us at [email protected]. Uh and we will share all the resources, the recording certificate and the slide deck with all of you as well. So as you all are filling out this form, I would also like to take this time to thank for this wonderful webinar. As always, I love hosting you. U learned a lot about ITIL version 5 and how one uh how one can you know uh transition to this as well and I'm sure the audience also benefited greatly from this webinar. So thank you for joining us. It was uh great having you like always. Uh so is there anything that you would like to share with our audience before we wrap up? Yeah sure. The important thing is it's always important and us to stay ab breast with the latest in the market or latest in the technology latest in any other domain. So hence it is very important to update ourselves with the latest in ITL uh also service management framework also. So be latest uh to be latest is always a good idea and also by doing so we need to enjoy in what we do always. So keep on enjoying and and uh acquire yourself with the or equip yourself with the latest knowledge required so that you can also become your skill sets and competencies become latest as a part of the market demands. So enjoy. Thank you so much. Thank you for that your great words. I'm sure everyone enjoyed. I can see a few comments also. Thank you all for sharing such positive comments with us. There's someone asking if this webinar counts for PDUs. Yes, usually our webinars do get counted as PDUs. not for ITL though, but uh you can probably add that uh once you receive the certificate. So with that, I'm going to quickly end this uh poll for everyone here. Uh all right. So thank you guys for your wonderful responses. If you've missed on u if you've not been able to see the poll or if you've joined us from other platforms and we're not able to fill it up, you can always mail us like I mentioned. And with that I would also like to thank all of you for staying back with us throughout the webinar for being a great audience, great engagement and great responses. I loved uh hosting all of you guys and I really hope to see all of you in our upcoming webinars as well. If you have any suggestions or feedback you can again write to us. We are more than happy to hear from all of you. So with that I'm going to end this webinar and I hope to see all of you in the upcoming sessions. With that bye everyone and thank you Bin once again.