Introduction to ITIL 5
- What changes compared with ITIL 4
- Structure and scope of the framework
- Key terms of service management
Value Creation and Guiding Principles
- Value creation in the interplay between provider and customer
- The guiding principles and their application in everyday work
- Governance in a service context
ITIL Value Chain
- The activities of the value chain
- How the activities work together in service operation
- Designing and improving value streams
Digital Product and Service Management
- Product thinking instead of project thinking
- Lifecycle of digital products
- Collaboration across team boundaries
Service Management Practices
- Overview of the core practices
- How practices interact with the value chain
- Embedding continual improvement
Exam Preparation
- Structure and format of the exam
- Practice questions and solution approaches
- Exam immediately after the course
