Module 1: Key concepts of digital product and service management
- define digital product and service management and its purpose
- define product, service, digital product, and digital service as key concepts
- define the ITIL Product and Service Lifecycle as a core concept of digital product and service management
- define service offerings and service interactions
- explain how service offerings and service interactions support service consumption
- define value, value co-creation, cost, and risk in service management
- understand the difference between outputs and outcomes.
Module 2: Service relationships
- explain how utility, warranty, user experience, and sustainability contribute to value co-creation
- define key service relationship concepts, including service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level agreement (SLA)
- define basic, cooperative, and collaborative service relationships
- understand the differences between service providers, service consumers, and digital product vendors
- understand the differences between basic, cooperative, and collaborative service relationships.
Module 3: The ITIL Value System (ITIL VS)
- know the components of the ITIL Value System and their role in an organization, including guiding principles, governance, the value chain, management practices, and continual improvement
- explain the ITIL Value System and its purpose in enabling value co-creation through products and services.
Module 4: Governance
- define governance and its role in directing and controlling an organization
- explain the enabling nature of governance and the key activities through which governance supports value co-creation.
Module 5: ITIL Guiding Principles
- explain how feedback contributes to value co-creation
- explain how the ITIL Guiding Principles should be applied in different contexts
- describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement.
Module 6: Value chain and ITIL management practices
- identify the purpose of each ITIL Product and Service Lifecycle activity within the value chain
- recall key terms and definitions related to value chain activities
- explain how value chain activities are supported by management practices to enable value creation
- understand the role of management practices within the ITIL Value System
- explain the structure and benefits of the Official ITIL Practice Guides.
Module 7: Value streams, mapping and management
- know the purpose and key concepts of value stream mapping and management
- understand the relationship between digital value stream mapping and value stream management.
Module 8: Continual improvement
- describe continual improvement within the ITIL Value System and its role in organizations
- understand the steps of the ITIL Continual Improvement Model.
Module 9: The Four Dimensions of Product and Service Management
- explain the ITIL Four Dimensions of Product and Service management and their importance in a holistic approach
- understand how AI can assist in the product and service development lifecycle
- understand the ITIL AI Capability Model.
Module 10: ITIL and other frameworks integration
- understand how ITIL and DevOps complement each other across the product and service lifecycle
- recognize how ITIL practices can effectively collaborate with DevOps ways of working
- understand why project management is important when applying ITIL practices
- understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile to deliver products and services effectively.