IT governance & services - ITIL® Service (version 5) training, PeopleCert certification
A practical course focused on ITIL® Service (version 5) training, PeopleCert certification. Participants build skills across three priorities: Introduction, Key concepts for managing digital products and services, Discover.
Detailed programme
Introduction
- Positioning of ITIL® Service in the ITIL® qualification scheme.
- Objectives of the module and articulation with other ITIL® publications.
Key concepts for managing digital products and services
- Key concepts for digital products and services.
- The ITIL® value system and guiding principles.
- Characteristics of digital services and value creation.
- Stakeholders Perimeter and end of life cycle product and service.
Discover
- Purpose and scope of activity discover from the point of view of service provider.
- The role of vision, positioning and portfolio in the discovery of opportunities.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support discovery.
Design
- Purpose and scope of the activity design from the point of view of the service provider.
- Principles of human-centred design and holistic approach to service design.
- Design thinking.
- Specifications, prototypes, service models and operational readiness.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support design.
Acquire
- Purpose and scope of activity acquire.
- Differences between acquisition of third-party technologies, skills and services.
- sourcing decisions, contracts, resources and alignment with service requirements.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support acquisition.
Construction
- Transformation of validated designs into functional service solutions.
- Development, configuration, integration, validation and testing of components required for service.
- Preparation of documentation useful for transition, operation, delivery and support.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support construction.
Transition to ITIL® Service (version 5), PeopleCert certification
- Controlled introduction of new or modified services in production environments.
- Transition approaches, deployment planning, risk management and early life support.
- Coordination with operations, support and suppliers.
- Transition metrics, impact control and communication to stakeholders.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support the transition.
Operate
- Approaches to operating services in the real environment.
- Monitoring, Observability, Performance, Capacity, Continuity, Security and Coordination Providers.
- Roles of operating teams, ServiceOps/ProductOps teams and contributing practices.
- Operational quality indicators, automation and AIOps.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support operation.
Provide
- Provision of service in accordance with service commitments and service level agreements.
- Onboarding/offboarding, execution of service actions and management of user interactions.
- Quality of service, user experience, feedback and improvement loops.
- Steps, deliverables, critical success factors, metrics and practical recommendations.
- Management practices that allow and support the provision of services.
Support
- Digital services support approaches.
- Incident management, response to major situations, continuity and restoration of service.
- Capitalisation through post-mortems, knowledge management and preventive improvements.
- Steps, deliverables, contributing practices and associated metrics.
- Management practices that allow and support the support of services.
Life Cycle Management
- Piloting the life cycle from end to end.
- Distribution of responsibilities via operating models and articulation of value flows.
- Organisation, technology, partners, suppliers and other enablers of service management.
- Success factors for effective digital service management.
- Inputs from AI, automation and AI capability model on service management methods and tools.
- The improvement model continues.
- Value stream mapping.
ITIL® and other reference frames
- Complementarity between ITIL® and DevOps in product and service life cycle management.
- Role of project management to carry changes in the ITIL® value system.
- Articulation between ITIL® and PRINCE2 / PRINCE2 Agile to deliver projects, products and services efficiently.
Course Review/Preparation for Examination
- Revision and summary.
- White exam.
Tell us about your project
Our offices
- Exceev Consulting
61 Rue de Lyon
75012, Paris, France - Exceev Technology
332 Bd Brahim Roudani
20330, Casablanca, Morocco