Module 1: Key concepts of digital product and service management
- Understand the key differences between ITIL 4 and ITIL Foundation (Version 5)
- Define the key concepts of service, product, digital product, and digital service
- Explain the ITIL Product and Service Lifecycle
- Define and explain service offerings, including service actions, transfer of goods, and access to resources
- Understand value co-creation, including value, cost, risk, output, and outcome
Module 2: Service relationships
- Define the key concepts of organization, service provider, service consumer, and digital product vendor
- Define and distinguish basic, cooperative, and collaborative (partnership) service relationships
- Define the concept of the service journey
- Define the roles of sponsor, customer, and user
- Define service quality and service level
- Define a Service Level Agreement (SLA)
- Understand the roles of service providers, service consumers, and digital product vendors within service relationships
Module 3: The ITIL Value System
- 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 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
- Explain how feedback contributes to value co-creation
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 ITIL 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 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