Why take this course
Build a strong foundation in digital product and service management. Learn the core concepts and practices needed to deliver value across the full lifecycle in today’s complex, AI-enabled environments.
The overall aim of this course is to enable you to gain a pass mark in the ITIL® Foundation (Version 5) qualification.
What you'll learn
- the key concepts of digital product and service management
- service relationships
- the ITIL Four Dimensions of Product and Service Management
- the ITIL Value System (ITIL VS)
- how the ITIL Guiding Principles can help an organization adopt and adapt service management
- the ITIL Product and Service Lifecycle Model and the value chain activities
- ITIL Management Practices
- the benefits of value stream mapping and management
- how AI affects ITIL, what AI Governance is, and how ITIL interacts with other frameworks (PRINCE2® and DEVOPS INSTITUTE®)
Who is this course for
This course is for anyone involved in providing and developing IT services. It’s ideal for service owners, support teams, Service Desk staff, engineers, technical specialists, administrators, and IT service users. While prior experience in delivering and supporting IT services is helpful, it is not a prerequisite.
Topics covered
Key concepts of service management
Key concepts of digital product and service management
Service value exploration
Service relationships
The ITIL Value System (ITIL VS)
Governance
ITIL Guiding Principles
Value chain and ITIL management practices
Operating models and value chains
ITIL management practices
The ‘discover’ activity
The ‘design’ activity
The ‘acquire’ activity
The ‘build’ activity
The ‘transition’ activity
The ‘operate’ activity
The ‘deliver’ activity
The ‘support’ activity
Value Streams: Mapping and Management
Continual improvement
The Four Dimensions of Product and Service management
ITIL and other frameworks integration
