IT governance & services - ITIL® Product (version 5) certification by PeopleCert
A practical course focused on ITIL® Product (version 5) certification by PeopleCert. Participants build skills across three priorities: Introduction, Digital and digital services products, Discover.
Detailed programme
Introduction
- Positioning of ITIL® Product in the ITIL® qualification scheme.
- Objectives of the module and articulation with other ITIL® publications.
Digital and digital services products
- Definitions and characteristics of digital products and services.
- The ITIL® value system and guiding principles.
- Creation of value via service offerings Service interactions and co-creation of value.
- Stakeholders Structure and purpose of the ITIL® product and service life cycle Benefits and challenges of life cycle management activities from a product supplier perspective.
Discover
- Purpose and scope of the activity Discover Application levels: organization, portfolio, product.
- Continuous validation, alignment of product management with strategy.
- Steps, deliverables, critical success factors, metrics The ITIL® practices associated with the step discover Good practices for implementation.
Design
- Purpose and scope of the activity Design Principles of human-centred design and contribution of design thinking Prototypes, product specifications and service experience Steps, deliverables, critical success factors, metrics The ITIL® practices associated with the stage design Good practices for implementation
Acquire
- Purpose and Scope of the Activity Acquire Resource, Component, Service and Capacity Acquisition Approaches Procurement of Suppliers, Contracts and Resources to Product Requirements Steps, Deliverables, Success Factors and Metrics ITIL® Practices Associated with the Acquiring Stage Good Practices for Implementation
Build
- Transformation of specifications into functional solutions Development, configuration, integration, validation and testing of product components Preparation of documentation useful for transition, operation, delivery and support Steps, deliverables, success factors and metrics The ITIL® practices associated with the construction stage Good practices for implementation
Transition to ITIL® Service (version 5), PeopleCert certification
- Fluid introduction of new or modified products in operational environments Preparing for production, managing changes, releases and deployments Onboarding/offboarding suppliers and securing commissioning Transition meters, impact control and stakeholder satisfaction Steps, deliverables, success factors and metrics The ITIL® practices associated with the step complete the transition Good practices for implementation
Operate
- Management of the operation of digital products in the real environment Monitoring, reliability, performance, information security and event control Conducting operations against the product roadmap and service commitments Steps, deliverables, success factors and metrics The ITIL® practices associated with the exploit stage Good practices for implementation
Provide
- Provision of services defined by service commitments and SLAs Onboarding/Overboarding users and organization of service interactions Different delivery approaches: app-centric, equity service, transfer of goods, partners Link between quality of service, user experience, feedback and improvement Steps, deliverables, success factors and metrics The ITIL® practices associated with the step provide Good practices for implementation
Support
- Product Life Cycle Support Purpose and Service Incident Management, Problem Analysis, Known Errors, and Improvement Loops Operating Trends Treatment and Capitalization for Continuous Improvement Steps, Deliverables, Success Factors and Metrics ITIL® Practices Associated with the Step Support Good Implementation Practices
Life Cycle Management
- End-to-End Life Cycle Piloting Allocation of Responsibilities through Business Models Role of Value Flows, Organizational Structure and Technology Enablers Value Stream Mapping Success Factors of Effective Digital Product Management The Continuous Improvement Model Product Management Rules Influence of AI, Automation and Governance on Product Management Methods and Tools
ITIL® and other reference frames
- Complementarity between ITIL® and DevOps in product life cycle management and service Importance of project management to bring changes in ITIL® value system Articulation between ITIL® and PRINCE2® / PRINCE2 Agile to deliver products and services efficiently
Course Review/Exam Preparation
- Review of key concepts Quiz and consolidation issues Preparation for review White
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Our offices
- Exceev Consulting
61 Rue de Lyon
75012, Paris, France - Exceev Technology
332 Bd Brahim Roudani
20330, Casablanca, Morocco