- 1. Understand the key concepts of service management
1.1 Recall the definition of: (2.0, 2.2.2, 2.3.1, 2.5.4)
a) Serviceb) Utilityc) Warrantyd) Customere) Userf) Service managementg) Sponsor1.2 Describe the key concepts of creating value with services: (2.1, 2.1.1, 2.2 and all subsections of 2.5)
a) Costb) Valuec) Organizationd) Outcomee) Outputf) Riskg) Utilityh) Warranty
1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1)
a) Service offeringb) Service relationship managementc) Service provisiond) Service consumption
2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management
2.1 Describe the nature, use and interaction of the guiding Principles (4.3, 4.3.8)2.2 Explain the use of the guiding principles (4.3)
a) Focus on value (4.3.1 – 4.3.1.4)b) Start where you are (4.3.2 – 4.3.2.3)c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)e) Think and work holistically (4.3.5 – 4.3.5.1)f) Keep it simple and practical (4.3.6 – 4.3.6.3)g) Optimize and automate (4.3.7 – 4.3.7.3)
3. Understand the four dimensions of service management3.1 Describe the four dimensions of service management (3):
a) Organizations and people (3.1)b) Information and technology (3.2)c) Partners and suppliers (3.3)d) Value streams and processes (3.4-3.4.2)
4. Understand the purpose and components of the ITIL service value system4.1 Describe the ITIL service value system (4.1)
5. Understand the activities of the service value chain, and how they interconnect5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
5.2 Describe the purpose of each value chain activity: (4.5.1-4.5.6)
a) Planb) Improvec) Engaged) Design & transitione) Obtain/buildf) Deliver & support
6. Know the purpose and key terms of 15 ITIL practices6.1 Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)b) Relationship management (5.1.9)c) Supplier management (5.1.13)d) IT asset management (5.2.6)e) Monitoring and event management (5.2.7)f) Release management (5.2.9)g) Service configuration management (5.2.11)h) Deployment management (5.3.1)i) Continual improvement (5.1.2)j) Change enablement (5.2.4)k) Incident management (5.2.5)l) Problem management (5.2.8)m) Service request management (5.2.16)n) Service desk (5.2.14)o) Service level management (5.2.15)
6.2 Recall definitions of the following ITIL terms: (5.2.4, 5.2.5, 5.2.6, 5.2.7, 5.2.8, 5.2.11)
a) IT assetb) Eventc) Configuration itemd) Changee) Incidentf) Problemg) Known error
7. Understand 7 ITIL practices7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continual improvement (5.1.2) including: - The continual improvement model (4.6, fig 4.3)b) Change enablement (5.2.4)c) Incident management (5.2.5)d) Problem management (5.2.8)e) Service request management (5.2.16)f) Service desk (5.2.14)g) Service level management (5.2.15 – 5.2.15.1)
Note: The numbers are the Book References and can be found in The ITIL Foundation publication, ITIL 4edition
- 1. Understand how to plan and build a service value stream to create, deliver and support services1.1 Understand the concepts and challenges relating to the following across theservice value system:
a) Organizational structure (2.1.1)b) Integrated/collaborative teams (2.3.5, 2.3.5.1-3)c) Team capabilities, roles and competencies (2.2.1-2, 2.2.2.1-2)d) Team culture and differences (2.3.1-5)e) Working to a customer-orientated mindset (2.3.6, 2.3.6.1)f) Employee satisfaction management (2.2.4)g) The value of positive communications (2.3.7, 2.3.7.1)
1.2 Understand how to use a ‘shift-left’ approach (5.1.5)1.3 Know how to plan and manage resources in the service value system, including:
a) Team collaboration and integration (2.3.3 (including subsections), 2.3.5)b) Workforce planning (2.2.3)c) Results based measuring and reporting (2.2.5, 2.2.5.1)d) The culture of continual improvement (2.3.4, 2.3.8)
1.4 Understand the use and value of information and technology across the servicevalue system, including:
a) Integrated service management toolsets (3.9.1-2)b) Integration and data sharing (3.1, 3.1.1-2)c) Reporting and advanced analytics (3.2, 3.2.1-2)d) Collaboration and workflow (2.3.6.1, 3.3, 3.3.1-3)e) Robotic process automation (RPA) (3.4, 3.4.1-3)f) Artificial intelligence and machine learning (3.5, 3.5.1-3, 3.6, 3.6.1-2)g) Continuous integration and delivery/deployment (CI/CD) (3.7-3.7.4)h) Information models (3.8, 3.8.1)
2. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition new services (4, 4.1, 4.1.1-7, 4.2.1)2.2 Know how the following ITIL practices contribute to a value stream for a new service (4.2.1)a) Service design (2.1, 2.2.1, 2.4)b) Software development and management (2.1, 2.3 & 2.4)c) Deployment management (2.1, 2.2.2, 2.3 & 2.4)d) Release management (2.1, 2.3 & 2.4)e) Service validation and testing (2.1, 2.3 & 2.4)f) Change enablement (2.1, 2.2.1, 2.4, 4.1.1, 4.1.2)
2.3 Know how to use a value stream to provide user support (4, 4.1, 4.1.1-7, 4.2.2)2.4 Know how the following ITIL practices contribute to a value stream for usersupport (4.2.2)a) Service desk (2.1, 2.2.2 & 2.4)b) Incident management (2.1, 2.2, 2.4, 3.2.1, 3.2)c) Problem management (2.1, 2.2.1, 2.4, 3.2.1, 3.1, 3.2.2, 3.4)d) Knowledge management (2.1. 2.2.4 & 2.4)e) Service level management (2.1, 2.3 & 2.4, 2.3)f) Monitoring and event management (2.1 & 2.4)
3. Know how to create, deliver and support services3.1 Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:a) Managing work as tickets (5.1, 5.1.1, 5.1.2, 5.1.4)b) Prioritizing work (5.1, 5.1.1-4)3.2 Understand the use and value of the following across the service value system:a) Buy vs build considerations (5.2.1, 5.2.1.1-3)b) Sourcing options (5.2, 5.2.2-3)c) Service integration and management (5.2.4, 5.2.4.1)
Note: The numbers are the Book References and can be found in The ITIL 4: Create, Deliver and Support
- 1. Understand how customer journeys are designed1.1 Understand the concept of the customer journey (1.2.4, 2, 2.1, 2.2, tab 2.1)1.2 Understand the ways of designing and improving customer journeys (2.3, 2.3.1-4, 2.4, 2.4.1-3, 2.5, 2.6)
2. Know how to target markets and stakeholders2.1 Understand the characteristics of markets (3, 3.3, 3.3.1, 3.3.1.1-2)2.2 Understand marketing activities and techniques (3.4, 3.4.1-7, 3.5) 2.3 Know how to describe customer needs and internal and external factors that affect these (3.1, 3.1.1-5, 3.3.1.2, 3.3.2)2.4 Know how to identify service providers and explain their value propositions (3.2, 3.2.1)
3. Know how to foster stakeholder relationships3.1 Understand the concepts of mutual readiness and maturity (4.3, 4.3.5, tab 4.7, tab 4.14)3.2 Understand the different supplier and partner relationship types, and how these are managed (4.2, 4.2.1-3, 4.4, tab 4.3, tab 4.4)3.3 Know how to develop customer relationships (4.3, 4.3.1-4, tab 4.7, tab 4.9, tab 4.19)3.4 Know how to analyse customer needs (4.1, 4.1.1-2, 4.3.4, 4.3.4.1-3)3.5 Know how to use communication and collaboration activities and techniques (4, 4.1, 4.1.1-2, tab 4.2)3.6 Know how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice 2.1, 2.4)3.7 Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management (the supplier management practice 2.1, 2.4)
4. Know how to shape demand and define service offerings4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design (5.3, 5.3.1-6)4.2 Understand approaches for selling and obtaining service offerings (5.4, 5.4.1-3)4.3 Know how to capture, influence and manage demand and opportunities (5.1, 5.1.1-5)4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders (5.2, 5.2.1-7)4.5 Know how the business analysis practice can be applied to enable and contribute to requirement management and service design (the business analysis practice 2.1, 2.4)
5. Know how to align expectations and agree details of services5.1 Know how to plan for value co-creation (6.1, 6.1.1-3)5.2 Know how to negotiate and agree service utility, warranty and experience (6, 6.2.3, 6.2.4, 6.2.4.1-3)5.3 Know how the service level management practice can be applied to enable and contribute to service expectation management (the service level management practice 2.1, 2.4)6. Know how to onboard and offboard customers and users6.1 Understand key transition, onboarding and offboarding activities (5.3.6, 7, 7.6, 7.6.1-2, 7.1)6.2 Understand the ways of relating with users and fostering user relationships (7.2, 7.2.1-2, 7.6)6.3 Understand how users are authorized and entitled to services (7.1.3, 7.4, tab 7.3)6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities (7.5)6.5 Know how to prepare onboarding and offboarding plans (5.3.4, 7.1, 7.1.1-4, 7.6, 7.6.1-2, 7.7, tab 7.2, tab 7.3)6.6 Know how to develop user engagement and delivery channels (7.3)6.7 Know how the service catalogue management practice can be applied to enable and contribute to offering user services (7.4, tab 7.7, the service catalogue management practice 2.1, 2.4)6.8 Know how the service desk practice can be applied to enable and contribute to user engagement (the service desk practice 2.1, 2.2, 2.4)
7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)7.1 Understand how users can request services (8.2, 8.2.1-2, 8.2.4-5)7.2 Understand methods for triaging of user requests (8.2, 8.2.2-5)7.3 Understand the concept of user communities (8.3, 8.3.1)7.4 Understand methods for encouraging and managing customer and user feedback (8.2.6, tab 8.5)7.5 Know how to foster a service mindset (attitude, behaviour and culture) (8, 8.1, 8.1.1-3)7.6 Know how to use different approaches to provision of user services (8.2, 8.2.1)7.7 Know how to seize and deal with customer and user ‘moments of truth’ (8.2.4, 8.2.5)7.8 Know how the service request management practice can be applied to enable and contribute to service usage (8.2.1, the service request management practice 2.1, 2.4)
8. Know how to realize and validate service value8.1 Understand methods for measuring service usage and customer and user experience and satisfaction (9.2.2, 9.2.3)8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources) (9, 9.2, 9.2.1-3, 9.3)8.3 Understand different types of reporting of service outcome and performance (9.2.1, 9.3, 9.5.1)8.4 Understand charging mechanisms (5.4.1, 9.5.4, tab 5.12)8.5 Know how to validate service value (9.1, tab 9.2, 9.3, 9.4.1) 8.6 Know how to evaluate and improve the customer journey (9.2.2, 9.4, 9.4.1-2)8.7 Know how the portfolio management practice can be applied to enable and contribute to service value realization (9.5.5, the portfolio management practice 2.1, 2.4)
Note: The numbers are the Book References and can be found in ITIL 4 Drive Stakeholder Value
- 1. Understand concepts regarding the high-velocity nature of the digital enterprise, includingthe demand it places on IT1.1 Understand the following terms:a) Digital organization (2.3)b) High-velocity IT (2.1)c) Digital transformation (2.4)d) IT transformation (2.4.1)e) Digital product (2.6.1)f) Digital technology (2.2)1.2 Understand when the transformation to high-velocity IT is desirable and feasible (2.1)1.3 Understand the five objectives associated with digital products toachieve:a) Valuable investments – strategically innovative and effectiveapplication of IT (2.5.1, 4, 4.1)b) Fast development - quick realization and delivery of IT services andIT-related products (2.5.1, 4, 4.2)c) Resilient operations - highly resilient IT services and IT-relatedproducts (2.5.1, 4, 4.3)d) Co-created value - effective interactions between service providerand consumer (2.5.1, 4, 4.4)e) Assured conformance - to governance, risk and compliance (GRC)requirements (2.5.1, 4, 4.5)
2. Understand the digital product lifecycle in terms of the ITIL ‘operating model’2.1 Understand how high-velocity IT relates to:a) The four dimensions of service management (2.6.6, 2.6.6.1-4, 2.6.7)b) The ITIL service value system (2.6, 2.6.3, 2.6.3.1, 2.6.3.2, 2.6.4)c) The service value chain (2.5.1, 2.6.3, 2.6.3.1, 2.6.3.2, 2.6.4)d) The digital product lifecycle (2.6.2)
3. Understand the importance of the ITIL guiding principles and other fundamental concepts fordelivering highvelocity IT3.1 Understand the following principles, models and concepts:a) Ethics (3.2.1, 3.2.1.1)b) Safety culture (3.2.2.2)c) Lean culture (3.2.3.2, tab 3.2)d) Toyota Kata (3.2.3.3)e) Lean / agile / resilient / continuous (2.5.2, 2.5.2.1-4, tab 2.2)f) Service-dominant logic (2.5.2.5)g) Design thinking (3.2.1.2)h) Complexity thinking (3.2.3.1)3.2 Know how to use the following principles, models and concepts:▪ Ethics▪ Safety culture▪ Lean culture▪ Toyota Kata▪ Service-dominant logic▪ Design thinking▪ Complexity thinking(3.2, 3.2.1, 3.2.1.1, 3.2.2.2, 3.2.3.2, tab 3.2, 3.2.3.3, 2.5.2,2.5.2.1-4, tab 2.2, 2.5.2.5, 3.2.1.2, 3.2.3.1)to contribute to:a) Help get customers’ jobs done (3.1.4, tab 3.1)b) Trust and be trusted (3.1.2, tab 3.1)c) Continually raise the bar (3.1.3, tab 3.1)d) Accept ambiguity and uncertainty (3.1.1, tab 3.1)e) Commit to continual learning (3.1.5, tab 3.1)
4. Know how to contribute to achieving value with digital products4.1 Know how the service provider ensures valuable investments are achieved. (4.1, 4.1.1, 4.1.1.1-3, 4.1.2, 4.1.3, 4.1.4, 4.2, 4.3, 4.4)4.2 Know how to use the following practices to contribute to achieving valuable investments (tabs 4.1, 4.2, 4.3, 4.4):a) Portfolio management (2.1, 2.4)b) Relationship management (2.1, 2.4)4.3 Know how the service provider ensures fast development is achieved. (4.2, 4.2.1, 4.2.2, 4.2.3, 4.2.3.1-2, 4.2.4, 4.2.5, 4.2.6, 4.2.7, 4.5, 4.6, 4.7, 4.8, 4.9, 4.10, 4.12, 4.13)4.4 Know how to use the following practices to contribute to achieving fast development (tabs 4.5, 4.6, 4.7, 4.8, 4.9, 4.10, 4.12, 4.13)a) Architecture management b) Business analysis (2.1, 2.4)c) Deployment management (2.1, 2.2.2, 2.4, 3.2.2)d) Service validation and testing (2.1, 2.1.1, 2.1.2, 2.4)e) Software development and management (2.1, 2.2, 2.4)4.5 Know how the service provider ensures resilient operations are achieved. (4.3, 4.3.1, 4.3.2, 4.3.3, 4.3.4, 4.3.5, 4.3.6, 4.3.7, 4.14, 4.15, 4.16, 4.17, 4.18, 4.19, 4.20)4.6 Know how to use the following practices to contribute to achieving resilient operations (4.14, 4.15, 4.16, 4.17, 4.18, 4.19, 4.20):a) Availability management (2.1, 2.4)b) Capacity and performance management (2.1, 2.4)c) Monitoring and event management (2.1, 2.4)d) Problem management (2.1, 2.2.2, 2.4)e) Service continuity management (2.1, 2.4)f) Infrastructure and platform management (2.1, 2.4)4.7 Know how the service provider ensures co-created value is achieved. (4.4, 4.4.1, 4.21)4.8 Know how to use the following practices to contribute to achieving cocreated value with the service consumer (4.21):a) Relationship management (2.1, 2.4)b) Service design (2.1, 2.4)c) Service desk (2.1, 2.4)4.9 Know how the service provider ensures assured conformance is achieved (4.5, 4.5.1, 4.5.2, 4.5.3, 4.22, 4.23, 4.25)4.10 Know how to use the following practices to contribute to achieving assured conformance (4.22, 4.23, 4.25):a) Information security managementb) Risk management
- 1. Understand the key concepts of Direct, Plan & Improve1.1 Understand the following key terms:a) Direction (1.2)b) Planning (1.3)c) Improvement (1.4, 1.5)d) Operating model (1.6.2)e) Methods (1.3.1.4)f) Risks (1.2.1.3)g) Scope of control (1.1.1)1.2 Understand the differences between the following key concepts:a) Vision and mission (1.2.1.1)b) Strategy, tactics and operations (1.3.1, 1.3.1.1-3)c) Governance, compliance and management (1.6.1.1)d) Policies, controls and guidelines (1.2.1.2, 1.2.1.3)1.3 Understand the concepts of value, outcomes, costs & risks and their relationships to direction, planning and improvement (1.8)2. Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context2.1 Identify the scope of control and within this:a) Know how to cascade objectives and requirements (1.3.1, 1.3.1.1, 2.1.3, 2.1.4)b) Know how to define effective policies, controls and guidelines (2.5.2, 2.5.2.1-3)c) Know how to place decision-making authority at the correct level (2.2.2)
- 3. Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and methods into the service value system3.1 Understand the role of risk and risk management in DPI (1.2.1.3, 2.3, 2.3.1-2)3.2 Understand how governance impacts DPI (2.2, 2.2.1, 2.2.1.1, 2.2.2, 2.2.3)3.3 Know how to ensure that controls are sufficient, but not excessive (2.5.2.1, 2.5.2.2)4. Understand and know how to use the key principles and methods of continual improvement for all types of improvements4.1 Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS4.2 Know how to identify assessment objectives, outputs, requirements and criteria (3.1.1.2, 3.1.3, 3.1.3.1, 3.1.4, 3.2)4.3 Know how to select an appropriate assessment method for a particular situation (3.1.3, 3.1.3.1-7)4.4 Know how to define and prioritize desired outcomes of an improvement (the continual improvement practice 2.4.2.2, Core Guidance 5.2, 5.4, 5.4.1-3, 5.4.3.1)4.5 Know how to build, justify and advocate for a business case (5.4.2, 2.4.3, 2.4.3.1-2)4.6 Know how to conduct:a) improvement reviews (5.4.6, 5.4.6.1)b) analysis of lessons learned (5.4.7 – 5.4.7.2, the continual improvement practice 2.4.1.4)4.7 Know how to embed continual improvement at all levels of the SVS (5, 5.1-3, the continual improvement practice 2.4.1.3)
5. Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement5.1 Understand the nature, scope and potential benefits of organizational change management (6.3, 6.3.1, 6.3.2, 6.3.2.1-3, tab 6.4, the organizational change management practice 2)5.2 Know how to use the key principles and methods of Communication & OCM:a) Identify and manage different types of stakeholders (6.2, 6.2.1, 6.2.2)b) Effectively communicate with and influence others (6.1.2 - 6.1.2.5, 6.1.5, 6.3.2, 6.3.2.1-3, tab 6.2)c) Establish effective feedback channels (6.1.2.1, 6.1.5, 6.1.6)5.3 Know how to establish effective interfaces across the value chain (6.2, 6.3.3, 7.3.1.6, 7.3.2.5)
6. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement6.1 Know how to define indicators and metrics to support objectives (4, 4.1, 4.1.1-3, 4.2, 4.2.1-3 , tab 4.2)7. Understand and know how to direct, plan and improve value streams and practices7.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement (3.3, 3.3.1-2, 7.3.3, 7.3.3.1-3)7.2 Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.a) Addressing the 4 dimensions (4.3.1-4, 4.3.4.1-3, 7.3.2)b) Applying the guiding principles (1.7, 8.2.1-7)c) Value stream mapping (3.3, 3.3.1-5, 3.3.4.1)d) Optimization of workflow (3.3.1, 3.3.2, 3.3.4, 3.3.4.1, 4.3.4, 4.3.4.1-3, 7.3.3.4-7)e) Elimination of waste (3.3.1-4, 7.3.3, 7.3.3.5, 7.3.3.7)f) Ensuring & utilizing feedback (1.7, 2.1.3-4, 6.1.2, 6.1.2.1-5, 6.1.6, 6.3.5.1-2)
Note: The numbers are the Book References and can be found in ITIL 4 Direct, Plan & Improve
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