Master ITSM v5 updates, DPSM, AI governance and pass the Foundation Bridge exam with focused preparation
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.
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
- Welcome and Course Overview –> 2 lectures • 11min.
- Why ITSM v5 — The Evolution Story –> 2 lectures • 14min.
- The New ITSM v5 Framework Architecture –> 3 lectures • 21min.
- Key New Concepts in ITSM v5 –> 4 lectures • 29min.
- The AI Governance Extension Module –> 2 lectures • 16min.
- Updated Terminology and Principles –> 3 lectures • 23min.
- New Certification Pathways in ITSM v5 –> 3 lectures • 21min.
- The 34 Practices — What’s Updated in v5 –> 3 lectures • 23min.
- Bridge Exam Preparation –> 3 lectures • 21min.
- Full Mock Exam — 20 Questions With Explanations –> 2 lectures • 20min.
Requirements
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.