Module 1: Key Concepts of Digital Product and Service Management
- Differences between ITIL 4 and ITIL (Version 5)
- Digital products and digital services
- Product and Service Lifecycle model
- Value, outcomes, costs, risks
- Utility, warranty, sustainability, user experience
Module 2: Service Relationships
- Organizations, service providers, service consumers, and digital product vendors
- Service relationship types
- Service offerings and service journeys
- Roles: sponsor, customer, user
- Service quality, service levels, and SLAs
Module 3: The ITIL Value System
- Components of the ITIL Value System
- Purpose and value co-creation
- Relationship between value system elements
Module 4: Governance
- Purpose and role of governance
- Governance of digital technology
- Governance activities: evaluate, direct, monitor
Module 5: ITIL Guiding Principles
- Overview of the seven guiding principles
- Applying principles in different contexts
- Interaction of principles and feedback
Module 6: Value Chain and ITIL Management Practices
- Product and Service Lifecycle activities
- Discover, design, acquire, build, transition, operate, deliver, support
- Role of management practices
- ITIL Official Practice Guides
Module 7: Value Streams: Mapping and Management
- Core and enabling value streams
- Value stream mapping
- Value stream management
- Workflow optimization and complexity thinking
Module 8: Continual Improvement
- Continual Improvement Model
- Role of continual improvement in ITIL
- Applying improvement across the value system
Module 9: The ITIL Four Dimensions of Product and Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External and internal influencing factors
Module 10: ITIL and AI
- AI, GenAI, and agentic AI concepts
- AI support across lifecycle activities
- ITIL AI Capability Model
- AI governance considerations
Module 11: ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
, Learning Objectives
Module 1: Key Concepts of Digital Product and Service Management
- Differences between ITIL 4 and ITIL (Version 5)
- Digital products and digital services
- Product and Service Lifecycle model
- Value, risks
- Utility, user experience
Module 2: Service Relationships
- Organisations, and digital product vendors
- Service relationship types
- Service offerings and service journeys
- Roles: sponsor, user
- Service quality, and SLAs
Module 3: The ITIL Value System
- Components of the ITIL Value System
- Purpose and value co-creation
- Relationship between value system elements
Module 4: Governance
- Purpose and role of governance
- Governance of digital technology
- Governance activities: evaluate, monitor
Module 5: ITIL Guiding Principles
- Overview of the seven guiding principles
- Applying principles in different contexts
- Interaction of principles and feedback
Module 6: Value Chain and ITIL Management Practices
- Product and Service Lifecycle activities
- Discover, support
- Role of management practices
- ITIL Official Practice Guides
Module 7: Value Streams: Mapping and Management
- Core and enabling value streams
- Value stream mapping
- Value stream management
- Workflow optimisation and complexity thinking
Module 8: Continual Improvement
- Continual Improvement Model
- Role of continual improvement in ITIL
- Applying improvement across the value system
Module 9: The ITIL Four Dimensions of Product and Service Management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- External and internal influencing factors
Module 10: ITIL and AI
- AI, and agentic AI concepts
- AI support across lifecycle activities
- ITIL AI Capability Model
- AI governance considerations
Module 11: ITIL and Other Frameworks
- ITIL and DevOps
- ITIL and PRINCE2
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