The objectives of this course are to:
- Build a solid understanding of digital product and service management and how value is co-created through products and services.
- Apply ITIL guiding principles and structural models to adopt and tailor service management in your organisation.
- Strengthen capability in value stream thinking, including mapping and managing value streams to improve flow and outcomes.
- Understand how AI influences modern service management, including the basics of AI governance, and how ITIL connects with complementary approaches such as PRINCE2® and DevOps.
- Prepare for the ITIL Foundation (Version 5) exam
PRINCE2® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
KEY TOPICS
Digital product and service management concepts
Understand the core concepts behind modern digital products and services, including value creation, continual improvement, and how products and services are managed across their lifecycle.
Value co-creation
Discover how value is co-created through collaboration between service providers, consumers, and stakeholders, while weighing outcomes, costs, risks, experience and sustainability.
The dimensions of product and service management
Delve into the four dimensions, Organisations and People, Value Streams and Processes, Information and Technology, and Partners and Suppliers, for a holistic approach to digital product and service management.
ITIL value system
Gain an understanding of the ITIL Value System and how it brings together guiding principles, governance, value chain activities, management practices, and continual improvement.
The ITIL guiding principles
Learn how to apply the framework's guiding principles to make better decisions, collaborate more effectively, and adapt ITIL practices to real-world digital environments.
The product and service lifecycle
Develop a solid understanding of the purpose of each product and service lifecycle management activity; from discovery and design to operation, delivery and support; and how they work together to create value.
ITIL's management practices
Explore the role of ITIL management practices and how official practice guides support consistent, effective ways of working across organisations.
Continual improvement
Learn how continual improvement is embedded within ITIL. Cover the continual improvement model's step-by-step approach and see how it supports long-term organisational success.
Value stream mapping and management
Understand how to identify, map, and manage value streams to improve flow, visibility, and outcomes across digital products and services.
