What you'll learn
- Explain the key concepts of digital product and service management
- Apply a holistic approach to co-creating value with customers and stakeholders
- Use the ITIL Guiding Principles to help an organisation adopt and adapt service management
- Describe the four dimensions of product and service management
- Explain the ITIL Product and Service Lifecycle Model and value chain activities
- Understand ITIL management practices and the benefits of value stream mapping
- Understand how AI and AI Governance affect ITIL and interact with other frameworks such as PRINCE2 and DevOps
Course outline
Introduction
- ITIL 5 Framework Overview
- ITIL 5 Qualification Roadmap
- Definition of Terms
- Key Concepts of Service Relationships
- Value Creation through Services
ITIL Service Value System (SVS)
- Service Value System Overview
- Inputs and Outputs of the Service Value System
- ITIL Governance
- The Service Value Chain
ITIL Four Dimensions of Product and Service Management
- Purpose, Goal, Objectives & Scope
- Organization and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
The ITIL Product and Service Lifecycle
- Discover
- Design
- Acquire
- Build
- Transition
- Operate
- Deliver
- Support
ITIL Value System
- The ITIL Guiding Principles
- Value Chain
- Practices
- Continual Improvement
Identifying, Mapping and Managing Value Streams
- Value Streams of Digital Organizations
- Value Stream Mapping
- Value Stream Management
Next Steps
- Improving Organizations
- Improving Professional Capabilities
- Beyond ITIL
Exam Preparation
- Sample Exams
- Feedback
- Recap