Understand the key concepts of service management
Describe the key concepts of service relationships
- Service offering
- Service relationship management
- Service provision
- Service consumption
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Describe the nature, use and interaction of the guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
Describe the purpose of each value chain activity:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
Understand how to plan and build a service value stream to create, deliver, and support services
Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction measurement
Understand planning and managing resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
Know how to design, develop and transition a value stream for new services using the following ITIL practices:
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Control
Know how to provide user support value stream using the following ITIL practices:
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
- Know how to create, deliver and support services
Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
Understand the following terms:
- Digital organization
- High velocity IT
- Digital transformation
- IT transformation
Understand when the transformation to high velocity IT is desirable and feasible.
Understand the five mid-level goals associated with digital products – to achieve:
- Valuable ideas – strategically innovative and effective application of IT
- Fast development – quick realization and delivery of IT services and IT-related products
- Resilient operations – highly resilient IT services and IT-related products
- Co-created value – effective interaction between service provider and consumer
- Assured conformance – to governance, risk and compliance (GRC) requirements. “
Understand how high velocity IT relates to:
- The service value system
- The ITIL service value chain
- The four dimensions of service management
- The digital product lifecycle
Understand the digital product lifecycle in terms of value streams, goals and practices
Understand which principles and concepts help understand the high velocity IT and know how to use them:
- Organizational system
- Systems thinking
- Complexity thinking
- Promise theory
- Digital products
- Design thinking
- Service-dominant logic
- Ethics
- Work
- Lean
- Agile
- DevOps
