H54MBS ITIL® Foundation (Version 5) with Simulation

Module 1: Key Concepts of Digital Product and Service Management

• Define the ITIL Product and Service Lifecycle
• Define digital product and service management
• Experience, strategy, and transformation
• Service offerings and service interactions
• Value co-creation
• Outputs versus outcomes

Module 2: Service Relationships

• Define organization, service provider, service consumer, and digital product vendor as key concepts of service relationships
• Define basic, cooperative, and collaborative (partnership) relationships
• Define the service journey as a key concept of service relationships
• Define sponsor, customer, and user roles as key concepts of service relationships
• Define service quality and service level as key concepts of service relationships

Module 3: The ITIL Value System (VS)

• Components of the ITIL Value System
• The ITIL guiding principles
• Governance
• Value chain
• Management practices
• Continual improvement

Module 4: Governance

• Define governance
• Explain the enabling nature and the activities of governance

Module 5: ITIL Guiding Principles

• Understand and apply the ITIL guiding principles
• Describe the interaction of the ITIL guiding principles and how they work together

Module 6: Value Chain and ITIL Management Practices

• Identify the purpose of each ITIL Product and Service Lifecycle management activity within the value chain
• Recall key terms and definitions related to value chain activities
• Explain how value chain activities are supported by management practices to enable value creation
• Understand the role of management practices within the ITIL Value System
• Explain the structure and benefits of the Official ITIL Practice Guides

Module 7: Value Streams: Mapping and Management

• Understand the purpose and key concepts of value stream mapping and management
• Understand the relationship between value stream mapping and value stream management

Module 8: Continual Improvement

• Describe continual improvement within the ITIL® Value System and its role in organizations
• Understand the steps of the ITIL® Continual Improvement Model

Module 9: The Four Dimensions of Product and Service Management

• Management and their importance in a holistic approach
• Understand how AI can assist in the product and service lifecycle
• Understand the ITIL AI Capability Model

Module 10: ITIL and Other Frameworks Integration

• Understand how ITIL and DevOps complement each other across the product and service lifecycle
• Recognize how ITIL practices can effectively collaborate with DevOps ways of working
• Understand why project management is important when applying ITIL practices
• Understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile to deliver products and services effectively

Lab outline

LAB:1

• Core activities
  • Participate in a simulation session, either individually or as part of a group
  • Analyse performance data and execute actions across the IT enterprise to improve business outcomes
  • Explore decision options, experiment, and observe the impact of choices in a realistic environment
  • Apply and test new ways of working, including practices and processes
  • Use data analytics to support decision-making and achieve service management objectives

Prerequisites

There are no prerequisites for this course. It is designed to be accessible to anyone interested in understanding modern digital product and service management. While no prior experience is required, familiarity with digital or IT‑enabled environments is recommended.