Module 1: Plan and Build a Service Value Stream
- Organisational structures
- Integrated/collaborative teams
- Team roles and competencies
- Team culture and differences
- Customer-oriented mindset
- Employee satisfaction management
- Value of positive communication
- Understand and use the shift-left approach
- Team collaboration and integrations
- Workforce planning
- Results-based measuring and reporting
- Culture of Continual Improvement
- Integrated Service Management Tool sets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation,AI and machine learning
- CI/CD
- Information Models
Module 2: ITIL Practices and the Service Value Streams
Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream
- Service Design
- Software development and management
- Deployment management
- 4. Release management
- Service validation and testing
- Change enablement
Module 3: ITIL Practices and the Service Value Streams (Continued)
Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring and Event Management
Module 4: Create, Deliver and Support Services
- Coordinate, prioritize and structure work and activities
- Managing queues and backlog
- Buy vs Build Considerations
- Sourcing Options
- Service Integration and Management (SIAM)