ITIL 5 Foundation _ This course is provided by Deep Creek Center, an Accredited Training Organization (ATO) of PeopleCert.
Description
ITIL 5 Foundation
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This course is provided by Deep Creek Center, an Accredited Training Organization (ATO) of PeopleCert.
Overview
ITIL Foundation is a universal, AI Native program to understand digital business and the product and service lifecycles that enable it. All stakeholders responsible for the creation, use, and evolution of digital business capabilities will benefit from this course.
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Course Materials include the ITIL Version 5 Foundation courseware, the official ITIL eBook, and your exam voucher. All instructors are accredited experts with an average of 30 years of experience in the field.
Prerequisites
None
Course Outline
1. Key Concepts of Digital Product and Service Management
a. Digital product and service management
b. ITIL Product and Service Lifecycle
c. Service offerings and Service Interactions
d. Transfer of goods, access to resources
e. Value co-creation
f. Cost and Risk
g. Output and Outcome
2. Service Relationships
a. Utility, warranty, user experience, and sustainability
b. Service provider, service consumer, digital product vendor, service journey, service quality, service level, and Service Level Agreement (SLA)
c. Basic, cooperative, and collaborative service relationships
3. The ITIL Value System (ITIL VS)
a. Know the components of the ITIL Value System
i. Guiding principles
ii. Governance
iii. Value chain
iv. Management practices
v. Continual improvement
b. Explain the ITIL Value System (ITIL VS) and its purpose (5.1)
4. Governance
a. Define governance
b. Explain the enabling nature and the activities of governance
5. ITIL Guiding Principles
a. Focus on Value
b. Start Where you Are
c. Progress Iteratively with Feedback
d. Collaborate and Promote Visibility
e. Think and Work Holistically
f. Keep it Simple and Practical
g. Optimize and Automate
h. Principle Interactions
6. Value Chain and ITIL Management Practices
a. Operating Models
b. Activity Structures
i. Purpose and Success Metrics
ii. Overview
iii. Workflow
iv. Roles and Outputs
v. Practice Supports
c. Discover
d. Design
e. Acquire
f. Build
g. Transition
h. Operate
i. Deliver
j. Support
7. Value Stream Mapping and Management
a. Core and Enabling Value Streams
b. Value Stream Mapping Steps
c. Mapping vs Management
8. Continual Improvement
a. What is the Vision?
b. Where are we Now?
c. Where do we Want to Be?
d. How do we Get There?
e. Take Action
f. Did We Get There?
g. How Do We Keep the Improvements Relevant?
9. The Four Dimensions of Product and Service Management
a. Organizations and People
b. Information and Technology
c. Partners and Suppliers
d. Value Streams and Processes
10. ITIL and Other Framework Integration
a. DevOps
b. Project Management
