ITIL® Service (Version 5)

1. Fundamentals of digital products and services

• Digital products in the service economy: You will examine the product life cycle from two perspectives and understand the connection to the ITIL® value chain model.
• Creating value with service consumers: You will learn how utility, warranty, sustainability, and experience influence value.
• Holistic approach: You utilize the four dimensions of service management and employ artificial intelligence as an enabler to manage the transition from products to measurable value.

2. Discover

• Introduction to the "Discover" activity: You understand the purpose and perspective of service providers, including vision and strategy development.
• Conducting discovery: You evaluate the service context, set goals, and prioritize resources for the product roadmaps.
• Success factors: You use supporting practices and know the critical success factors and key performance indicators for effective discovery.

3. Design

• Introduction to the "design" activity: You design solutions taking into account manufacturer products and work closely with partners and customers.
• The design process: You analyze demand, plan design activities, and clearly communicate the solution design.
• Recommendations: You identify key figures and use practical tips for user-centered design.

4. Acquire

• Introduction to the "Acquire" activity: You clarify resource requirements and understand licensing models and the integration of external resources.
• Procurement steps: You analyze requirements, review sourcing options, negotiate terms, and ensure availability for those requesting the goods or services.
• Support: You are familiar with the practices that enable the acquisition of technology and personnel.

5. Build

• Introduction to the "Build" activity: You configure and enhance products and place emphasis on testing and validation.
• Creating the solution: You evaluate the design, plan the construction and testing, and deliver the finished solution, including documentation.
• Quality assurance: You use key figures to measure the efficiency of the build activity.

6. Transition

• Introduction to the "Transition" activity: You plan the transition together with partners and ensure training and enablement.
• Transition procedure: You evaluate requirements, provide resources, and communicate the results to stakeholders.
• Success monitoring: You ensure that the transition to operation runs smoothly.

7. Operate

• Introduction to the "Operate" activity: You understand the responsibilities between providers and manufacturers, as well as the specifics of different operating environments.
• Operations management: You plan operational activities, execute them, and report on their status regularly.
• Stability: You use practices to ensure stable and efficient operations.

8. Deliver

• Introduction to the "Deliver" activity: You will learn about different forms of service interaction and manage dependencies on suppliers.
• Provision of services: You evaluate delivery obligations, identify the delivery schedule, and execute it consistently.
• Value proposition: You ensure that consumers receive the promised service.

9. Support

• Introduction to the "Support" activity: You define the role of manufacturers in support and ensure 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 tackle challenges such as increasing complexity in the ecosystem and the integration of AI.
• Operating models: You understand shared responsibilities in cloud environments and use modern operating models across the entire value chain.
• Value Streams: You will 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.