ITIL® Service (Version 5)
Service Value Chain Management with ITIL® – Training including certification
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Machine Learning Engineer
1. Fundamentals of digital products and services
Digital Products in the Service Economy: You will examine the product lifecycle from two perspectives and understand its connection to the ITIL® “Value Chain” model. Creating Value withconsumers: You will learn how utility, warranty, sustainability, and experience influence value. Holistic approach: You will apply the four dimensions of service management and use artificial intelligence as an enabler to manage the transition from products to measurable value.
2. Discover
Introduction to the "Discovery" Activity: You understand the purpose and perspective ofproviders, including vision and strategy development. Conducting Discovery: You assess the service context, define goals, and prioritize resources for product roadmaps. Success Factors: You utilize supporting practices and are familiar with the critical success factors and key metrics for an effective discovery process.
3. Design
Introduction to the "Design" Activity: You will develop solutions that take manufacturer products into account and customers closely with partners customers . The Design Process: You will analyze demand, plan design activities, and clearly communicate the solution design. Recommendations: You will identify key metrics and use practical tips for user-centered design.
4. Acquire
Introduction to the “Acquire” activity: You will identify resource needs and gain an understanding of licensing models and the integration of external resources. Procurement steps: You will analyze requirements, evaluate sourcing options, negotiate terms, and ensure availability for the requesters. Support: You will be familiar with the practices that facilitate the acquisition of technology and personnel.
5. Build
Introduction to the "Build" Activity: You configure and enhance products, placing a strong emphasis on testing and validation. Solution Development: You evaluate the design, plan the build and testing, and deliver the finished solution along with documentation. Quality Assurance: You use key performance indicators to measure the efficiency of the build activity.
6. Transition
Introduction to the "Transition" Activity: You plan the transition in collaboration with partners ensure that training and enablement are provided. Transition Process: You assess requirements, allocate resources, and communicate the results to stakeholders. Performance Monitoring: You ensure that the transition to production runs smoothly.
7. Operate
Introduction to the "Operate" activity: You understand the responsibilities of providers developers, as well as the specific characteristics of various operating environments. Operations management: You plan and execute operational activities and report on their status regularly. Stability: You use best practices to ensure stable and efficient operations.
8. Deliver
Introduction to the “Deliver” activity: You will learn about various forms of service interaction and manage dependencies with suppliers. Service delivery: You will assess delivery commitments, identify the delivery schedule, and execute it consistently. Value proposition: You will ensure that the promised service consumers the consumers .
9. Support
Introduction to the "Support" activity: You define the role of manufacturers in support and ensure effective communication. Support process: You identify incidents or crises, respond quickly to restore normal operations, and report on the measures taken. Service quality: You use key performance indicators to continuously improve support.
10. End-to-end lifecycle management
Holistic Approach: You’ll tackle challenges such as increasing ecosystem complexity and the integration of AI. Operating Models: You’ll understand shared responsibilities in cloud environments and apply modern operating models across the entire value chain. Value Streams: You’ll learn about the value streams of digital organizations, map them, and apply the ITIL Service Journey model.
The course content/learning objectives are based on the official syllabus.
Requirements:
An ITIL® Version 5 Foundation or ITIL® 4 Foundation certificate is a prerequisite for this course.
Additional info:
ITIL® is a registered trademark of PeopleCert and is used with permission from PeopleCert. All rights reserved.
- Understanding the key concepts of digital products and services and their value creation in the ITIL® lifecycle model
- Applying the steps of the "Discover" activity and understanding how vision, positioning, and portfolio influence the discovery of new services
- Explain the principles of human-centered design and apply the steps for designing service solutions
- Distinguishing between the procurement of technology, personnel, and external services, and carrying out the necessary acquisition steps
- Understanding the integration of design into the "build" activity and applying the steps for building and testing solutions
- Knowledge of different approaches to service transition and application of the steps for successful service transition
- Carrying out operational activities and applying appropriate support approaches to effectively manage incidents and crises
- Understanding how delivery activities enable value co-creation and implementing corresponding delivery plans
- Understanding service providers’ value streams and applying organizational and technological enablement across the entire end-to-end lifecycle
- Understanding the ITIL® AI Capability Model and how ITIL® interacts with DevOps and PRINCE2®
This three-day training course provides a thorough and in-depth coverage of the official syllabus. Exercises and discussions help to consolidate the content and encourage joint reflection. Sample exams and quizzes are used for targeted and structured exam preparation.
Set aside at least twenty hours outside of class for preparing for and following up on the training sessions.
The exam is currently only available in English.
A few days before the course starts, you will receive e-mail voucher from PeopleCert for an online exam via e-mail . You must redeem the exam voucher directly with PeopleCert, where you can register for an available exam date. The online exam is supervised by a PeopleCert invigilator, so you will need a device with a microphone and camera. We recommend that you take the exam on a personal PC or laptop, as company laptops often have restrictions.
Format: Multiple-choice exam questions, Number of questions: 40, Duration: 90 minutes
In the exam, you will use the "ITIL® Car Rental Scenario," which provides you with background information for the exam questions.
This is an open book exam. You may use the official book "ITIL Product (Version 5)" and take notes in it. No other aids are permitted.
Option "Take2":
This option allows you to retake the exam at a reduced price if you fail. The retake exam is taken online. If required, you can book this option yourself in your PeopleCert candidate profile before booking the exam. You have up to six months from the date of the first exam to prepare for and take the retake exam.
This course is for you if you want to strategically develop digital service management and use ITIL® best practices in a targeted manner to create measurable added value. The course is aimed at specialists and managers who effectively align and control people, processes, and technologies across the entire service lifecycle.
You've come to the right place if you want to increase the resilience and performance of your services, respond more quickly to changes, and consistently focus on customer satisfaction.
The target group includes:
- Service managers and service owners
- IT and business executives with service responsibilities
- specialists process optimization and service design
- Project managers in the field of digital transformation
- Quality managers in the IT environment
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