ITIL 5 Foundation Certification Training in Ottawa

1.1 Product and Service Management

• Define digital product and service management
• Define product as a key concept of digital product and service management
• Define service as a key concept of digital product and service management
• Define digital product and digital service
• Define continual improvement as a key concept of digital product and service management
• Define the ITIL Product and Service Lifecycle
• Define goods as a key concept of digital product and service management
• Define utility, warranty, user experience, and sustainability
• Understand the benefits of ITIL for enterprises, managed service providers, digital product vendors, and professionals

1.2 Experience, Strategy, and Transformation

• Define "experience" and "digital experience."
• Define trust in digital services
• Define user experience (UX) and customer experience (CX)
• Define experience level agreements (XLAs)
• Define human-centred design principles

1.3 Service Offerings

• Define service offerings
• Understand components of service offerings
• Understand how service offerings deliver value

1.4 Value Co-Creation

• Define value
• Define value co-creation
• Understand how service providers and consumers collaborate to create value

1.5 Service Relationships

• Define service relationships
• Define service provider and service consumer
• Understand stakeholders in service relationships

2.1 Introduction to the ITIL Four Dimensions

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

2.2 Internal and External Factors

• Understanding factors that influence service management
• Organizational culture and governance
• External environmental factors affecting services

3.1 Introduction to the Product and Service Lifecycle

• Understanding lifecycle management
• Purpose of lifecycle activities

3.2 Lifecycle Activities

The lifecycle activities include:

• Discover
• Design
• Acquire
• Build
• Transition
• Operate
• Deliver
• Support

4.1 Components of the ITIL Value System

• Understanding the structure of the ITIL Value System
• How components interact to deliver value

4.2 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
• Optimize and automate
• Understand how the guiding principles work together

4.3 Governance

• Define governance
• Understand governance activities and responsibilities

4.4 Value Chain

• Define the value chain
• Define product specification and product prototype
• Define "incident" and "event."
• Define release and test
• Define continuous integration, continuous delivery, and continuous deployment
• Define reliability, Site Reliability Engineering (SRE), and observability
• Define service request
• Define "disaster," "problem," "error," and "known error."
• Define operating model
• Understand key success metrics of value chain activities

4.5 Management Practices

• Overview of ITIL management practices
• Purpose of management practices in value creation

4.6 Continual Improvement Model

• Understanding the continual improvement model
• Applying improvement practices in service management

5.1 Key Concepts of Value Streams

• Define value stream
• Define core value stream
• Define enabling value stream

5.2 Application of Value Streams

• How value streams support service delivery
• Applying value streams to operational workflows

5.3 Purpose of Value Stream Mapping

• Identify current processes
• Map the “as-is” state
• Analyze workflow efficiency
• Design the “to-be” value stream
• Plan improvements

6.1 Introduction to Artificial Intelligence

• Understanding AI in service management
• Role of AI in digital services

6.2 ITIL AI Governance

• Governance of AI in IT services
• Responsible and ethical AI implementation

7.1 ITIL and DevOps

• Integration between ITIL and DevOps practices
• Collaboration between development and operations teams

7.2 ITIL and PRINCE2

• Relationship between ITIL and PRINCE2 frameworks
• Aligning service management with project management practices