IT governance & services - ITIL® 5 Foundation certification from PeopleCert
A practical course focused on ITIL® 5 Foundation certification from PeopleCert. Participants build skills across three priorities: Introduction, Key concepts for managing digital products and services, Service relationships.
Detailed programme
Introduction
- Presentation of ITIL®.
- Definition of the objectives and scope of the ITIL® 5 Foundation certification, specifying the expectations and structure of the certification examination.
Hands-on work
- MCQ for the validation of learning outcomes.
Key concepts for managing digital products and services
- Essential definitions and fundamental distinctions between product and service concepts.
- The distinctions between digital product and digital service, as well as the underlying processes for managing them effectively.
- The notions of value and co-creation of value.
Hands-on work
- MCQ for the validation of learning outcomes.
Service relationships
- Identification of key players and associated responsibilities in a service relationship.
- The roles of the service provider, the digital product provider, the service consumer, the customer, the user and the sponsor.
- Analysis of service quality and service levels piloting, with a focus on service level agreements (SLAs).
- Analysis of performance indicators and associated measures to ensure optimal quality and in line with stakeholders' expectations.
Hands-on work
- MCQ for the validation of learning outcomes.
The four dimensions of product and service management
- Presentation of the holistic approach to product and service management, detailing the four essential dimensions to be considered:
- Organization & People: Management of culture, leadership and skills in the organization.
- Information & technology: role of data, tools, automation, artificial intelligence and data governance.
- Partners & suppliers: management of dependencies, strategic relationships with suppliers and alignment with the organization's objectives.
- Value flow & process: understanding value flows, their organization and effective process management to deliver value on an ongoing basis.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® Value System
- Governance: oversight and decision-making mechanisms.
- Continuous improvement: the ongoing process of assessment and development.
- Guiding principles: values and principles guiding decisions and actions in the organization.
- Value chain: the chain of activities creating value.
- Management practices: the practices to be implemented to effectively manage products and services.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® Directives
- Focus on value: ensuring that all activities create value for the organization and its stakeholders.
- Start where you are: take advantage of existing resources and capabilities.
- Progress in an iterative way through feedback: work in successive steps and adapt to feedback.
- Collaborate and promote visibility: encourage cooperation between teams and make processes transparent.
- Thinking and working holistically: understanding the interconnection of the different elements of the management system.
- Stay simple and practical: avoid unnecessary complexity and focus on practical solutions.
- Stay simple and practical: avoid unnecessary complexity and focus on practical solutions.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® Chain of Value
- Discover: explore needs, expectations and opportunities.
- Design: to define the solutions adapted to the needs.
- Acquire: to obtain the resources necessary for production.
- Build: create products and services.
- Transform: adapt solutions to make them operational.
- Operate: deploy and maintain services in real-life conditions.
- Deliver: provide services to users and customers.
- Assist: managing support and problem solving throughout the life cycle.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® Practices
- Detailed description of the role of ITIL® practices.
- Introduction to the structure of practice guides, which provide practical advice and processes for each management area.
- The improvement model continues and its use.
Value flow: identification, mapping and management
- Cartography of value flows.
- The different types of value streams.
- Analysis of flows to identify bottlenecks, critical control points and ways of improving them.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® and Artificial Intelligence (AI)
- Key definitions of AI and related technologies.
- Influence of AI on the life cycle of products and services
- Integration of AI into ITIL® value chain activities.
- AI governance in the ITIL framework.
Hands-on work
- MCQ for the validation of learning outcomes.
ITIL® and other reference frames
- ITIL® and DevOps: how these two approaches can be integrated to improve collaboration between development and development teams.
- ITIL® and project management: in particular the integration of PRINCE2 into the life cycle of products and services to ensure structured project management throughout the development and delivery of services.
Hands-on work
- MCQ for the validation of learning outcomes.
Preparation for passing the certification examination
- Tips for the review.
- Revision of the ITIL® 5 Foundation program.
- White exam and collective correction.
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