Detailed Course Outline
Module 1: Service Management
The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.
- Service Value System (SVS) and Service Value Chain
- Organisations
- Service Provisioning and Consumption
- Customers, Users, Sponsors, and Other Stakeholders
- Services, Products, and Service Offerings
- Service Relationships
- Value, Outcomes, Costs, and Risks
- Utility and Warranty
Module 1: Key ITIL Concepts & Definitions
- Digital products and services
- Product and Service Lifecycle activities
- Value, outcomes, costs, risks, utility, warranty, sustainability, experience
- Service relationships, service offerings, service actions, interactions, journeys
- Roles: provider, consumer, customer, user, sponsor
Module 2: The ITIL Four Dimensions
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Internal and external influencing factors
Module 3: The ITIL Product & Service Lifecycle
- Purpose of the lifecycle
- Discover, design, acquire, build, transition, operate, deliver, support
- Iterative, non‑linear use of lifecycle activities
Module 4: The ITIL Value System (ITIL VS)
- Guiding principles
- Governance
- Value chain
- Management practises
- Continual improvement
Module 5: The ITIL 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
- Optimise and automate
Module 6: Governance
- Purpose of governance
- Governance activities: evaluate, direct, monitor
Module 7: Value Chain Activities
- Value chain definition and purpose
- Key activity success metrics
- Concepts such as incidents, events, problems, errors, reliability, observability, CI/CD, service requests
- Operating models
Module 8: Management Practises
- Purpose and structure of ITIL management practises
- Practise groups and their organisational role
- Metrics and critical success factors
Module 9: Continual Improvement
- Continual Improvement Model (seven steps)
- Role of continual improvement in the value system
Module 10: Value Streams
- Core and enabling value streams
- Value stream mapping and management
- Elements of a value stream map
- Complexity thinking and workflow optimisation
Module 11: ITIL & AI
- AI, GenAI, Agentic AI, AI maturity
- AI support across lifecycle activities
- AI use within value chain activities
- AI governance and capability model