ITIL Foundation V5 case studies
ITIL Foundation V5 · Put your knowledge to work in context.
ITIL Foundation V5 is the entry-level certification in the ITIL 5 framework for service management. It is aimed at anyone who needs a shared vocabulary for how digital services are designed, delivered, supported and improved: service desk and operations staff, developers and product owners working alongside IT, business relationship and process roles, and managers new to service management. No prior certification is assumed. The exam tests understanding rather than memorisation. Topics on this exam: ITIL Guiding Principles, Service Management Concepts and Value Creation, The Four Dimensions of Service Management, The ITIL Service Value System and Value Chain, ITIL Practices, and Continual Improvement and Organizational Change. The ITIL Foundation V5 case studies are 5 cases and about 3,288 words.
1The Virtual Agent Deadline at Northwind Freight
Northwind Freight runs a 14-person service desk supporting 3,200 drivers and warehouse staff. First-contact resolution is 48%, and 62% of tickets are password resets and 'how do I' questions.
663 words, about 3 min2PayRun Cloud: Green Dashboard, Unhappy Customers
PayRun Cloud provides payroll processing to 240 small employers. Its service level agreement promises 99.9% monthly availability, and its status dashboard has shown green for 11 consecutive months.
655 words, about 3 min3The Merged Hospital: Emergency Changes and Login Delays
Two hospitals merged their IT departments 14 months ago. One side used a weekly change advisory board and a configuration management database; the other used autonomous DevOps teams and infrastructure as code.
659 words, about 3 min4The 90-Day Reporting Deadline: Value Chain Under Pressure
A payments firm must submit new transaction reports to a regulator in 90 days. The work touches 11 teams.
649 words, about 3 min5Black Friday: Incident, Known Error and a No-Blame Review
On Black Friday, an online retailer's payment gateway times out for 35 minutes. The incident manager fails over to a secondary gateway, and service is restored.
662 words, about 3 min