In this course, you'll learn:
Introduction to ITIL
- Purpose of ITIL
- ITIL as a digital product and service management framework
- Structure of the ITIL framework
- Key components of the ITIL framework
Digital Product and Service Management Concepts
- Key product and service management concepts
- Products, services and service offerings
- Service relationship roles (provider, customer, user, sponsor)
- Service consumption and provision
- Value co-creation
- Value, outcomes, outputs, costs, risks, utility, warranty
- Experience and sustainability
The Four Dimensions of Product and Service Management
- Introduction to the Four Dimensions
- Purpose of the four dimensions
- Using the dimensions to maintain a balanced approach
- Avoiding isolated or siloed decision making
- Applying the dimensions throughout the product and service lifecycle
- Applying the dimensions to value streams
- Organizations and People
- Structure, roles, skills, culture, collaboration
- Information and Technology
- Information, technology, automation, and AI considerations
- Partners and Suppliers
- Sourcing and relationship management
- Value Streams and Processes
- Activities, controls, inputs, outputs, responsibilities
- External Influences
- PESTLE, regulation, market influences
The ITIL Value System
- Purpose of the ITIL Value System
- Converting opportunity and demand into value
- Supporting value co creation
- Coordinating organizational components and activities
- Components of the ITIL Value System
- Guiding Principles
- Governance
- Product and service lifecycle
- Value chain activities
- Management practices
- Continual improvement
- Relationships between opportunity, demand, and value
The ITIL Guiding Principles
- Understanding the Guiding Principles
- Purpose and benefits of the guiding principles
- Application across digital product and service management
- Focus on Value
- Understanding stakeholder needs and aligning activities to value creation
- Start Where You Are
- Assessing the current state and leveraging existing capabilities
- Progress Iteratively with Feedback
- Delivering improvements in manageable increments and using feedback to guide decisions
- Collaborate and Promote Visibility
- Engaging stakeholders and maintaining transparency across activities
- Think and Work Holistically
- Considering the entire system, its relationships, and dependencies
- Keep It Simple and Practical
- Eliminating unnecessary complexity and focusing on what is essential
- Optimize and Automate
- Improving efficiency through optimization and appropriate use of automation
- Applying the Guiding Principles
- Using individually guiding principles in practical situations
- Combining multiple guiding principles to support decision-making
- Adapting principles to different organizational contexts
Governance
- Governance Concepts
- Definition and purpose of governance within the ITIL Value System
- Governance and organizational direction
- Governance Activities
The Product and Service Lifecycle
- Product and Service Lifecycle
- Understanding the Guiding Principles
- Purpose and benefits of the guiding principles
- Application across digital product and service management
- Discover
- Understanding stakeholder needs and opportunities
- Design
- Defining requirements and designing products and services
- Acquire
- Obtaining products, services, resources, and capabilities
- Build
- Developing, integrating, and validating solutions
- Transition
- Preparing products and services for operational use
- Operate
- Operating, monitoring, and maintaining products and services
- Deliver & Support
- Delivering value and supporting service relationships
Value Chain Activities
- Purpose of the Value Chain
- Supporting value creation
- Converting demand and opportunity into value
- Combining activities into value streams
- Value Chain Activities
- Plan
- Improve
- Engage
- Design and Transition
- Obtain or Build
- Deliver and Support
- Relationship to the ITIL Value System
- Value chain activities within the ITIL Value System
- Relationship to value streams, lifecycle activities, and management practices
ITIL Management Practices
- Management Practice Concepts
- Definition and purpose of management practices
- Practices as organizational resources
- Practice Components
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Practice Application
- Supporting products, services, lifecycle activities, and value streams
- Supporting consistent ways of working
- Using official ITIL practice guidance
Continual Improvement
- Continual Improvement Concepts
- Purpose of continual improvement
- Continual improvement within the ITIL Value System
- Improving products, services, practices, and value streams
- The ITIL Continual Improvement Model
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Take action
- Did we get there?
- How do we keep the momentum going?
- Taking action
- Measuring results
- Maintaining improvement momentum
Value Stream Mapping and Management
- Definition and purpose of a value stream
- Value stream activities
- Value stream outputs and outcomes
ITIL and Artificial Intelligence
- Introduction to Artificial Intelligence
- Artificial intelligence, machine learning, and generative AI
- Automation compared with artificial intelligence
- AI -Enabled Service Management
- Service desks and support
- Incident and request management
- Monitoring and analytics
- Knowledge management
- Continual improvement
- AI Across the Product and Service Lifecycle
- AI Governance
- Responsible AI Use
- Risk, transparency, and accountability
ITIL and Other Frameworks
- ITIL and Agile
- Agile principles and iterative delivery
- Complementary use of Agile and ITIL
- ITIL and DevOps
- Collaboration, automation, and continuous delivery
- Complementary use of DevOps and ITIL
- ITIL and PRINCE2
- Project governance and service transition
- Complementary use of PRINCE2 and ITIL
Practical Application and Exam Preparation
- Key exam domains and weightings
- Sample exam format
- Practice questions
- Exam question analysis
- Test taking strategies
- Final knowledge check
