Digital organizations depend on effective product and service management to deliver business value, maintain operational reliability, and respond to evolving technological and stakeholder requirements. The ITIL framework provides an integrated approach to value co-creation, organizational governance, service management, and continual improvement across the lifecycle of digital products and services. This training program examines the foundational concepts of ITIL (Version 5), including product and service management principles, the four dimensions, the ITIL Value System, and lifecycle management activities. It also explores value stream management, ITIL management practices, artificial intelligence considerations, and relationships with complementary frameworks that support organizational performance and digital service delivery.
Examine foundational ITIL concepts, value co-creation principles, and the dimensions of digital product and service management.
Analyze product and service lifecycle activities and their relationships with organizational value delivery.
Evaluate the ITIL Value System, guiding principles, governance structures, and management practices.
Assess value stream management concepts, service performance indicators, and continual improvement mechanisms.
Identify artificial intelligence capabilities, AI governance principles, and complementary management frameworks within ITIL environments.
IT Service Managers and Service Delivery Professionals.
IT Operations and Infrastructure Management Specialists.
Digital Product Managers and Service Owners.
IT Governance, Quality, and Process Management Professionals.
IT Professionals and Managers Responsible for Digital Transformation.
ITIL framework concepts, terminology, and organizational relevance within digital product and service management.
Definitions and relationships among products, services, service offerings, customers, users, and sponsors.
Value co-creation principles, stakeholder relationships, service outcomes, costs, risks, and experience considerations.
Four dimensions of product and service management covering organizations and people, information and technology, partners and suppliers, and value streams and processes.
Relationships between organizational capabilities, stakeholder expectations, sustainability, and digital service value.
ITIL product and service lifecycle concepts, lifecycle thinking, and end-to-end value delivery principles.
Discovery activities, stakeholder needs, business opportunities, and product and service requirements.
Design activities, service architecture considerations, product specifications, and experience requirements.
Acquisition and development activities, organizational capabilities, technology resources, and delivery dependencies.
Transition, operation, delivery, and support activities supporting service continuity, customer outcomes, and lifecycle coordination.
ITIL Value System components and relationships among guiding principles, governance, value chain activities, management practices, and continual improvement.
Seven ITIL guiding principles and their relevance to organizational decisions, collaboration, and value creation.
ITIL governance concepts, organizational direction, management oversight, and accountability structures.
ITIL value chain activities and their relationships with product and service management across the lifecycle.
ITIL management practices, their organizational purposes, and the role of official practice guidance in service management.
Value stream concepts, value stream identification, and relationships between organizational activities and stakeholder outcomes.
Value stream mapping principles, process interactions, workflow dependencies, and end-to-end service visibility.
Value stream management structures, flow efficiency considerations, and organizational coordination requirements.
ITIL continual improvement model, improvement objectives, organizational assessment, and performance measurement principles.
Service performance indicators, stakeholder feedback, improvement priorities, and relationships between service outcomes and organizational value.
Artificial intelligence concepts and their relevance to digital product and service management environments.
AI capabilities supporting product and service lifecycle activities, intelligent automation, and ITIL value chain functions.
AI governance principles, organizational oversight requirements, and the ITIL AI Capability Model.
Relationships between ITIL and DevOps, including their complementary roles in product development, service delivery, and lifecycle management.
Relationships between ITIL and PRINCE2, including project management contributions to product and service lifecycle coordination.