SYLLABUS

Note: Official Book references refer to the section, but not the subsections within it (unless stated). The verb for each assessment criterion indicates the Bloom’s level (BL): ‘Describe’/‘Explain’, indicates Level 2 understanding/ comprehension; ‘Apply’/’Differentiate’, indicates Level 3 application.

·      Digital Products and Services

o  Introduction to digital products and services

§ Understand the key concepts of digital product and services

§ Describe the characteristics of digital services

§ Explain how digital products and services create value

§ Understand the scope and purpose of the ITIL Product and Service Lifecycle Model

§ Describe the lifecycle management activities of a digital service

§ Understand how organization's value chain activities support the ITIL Product and Service Lifecycle

o  The ITIL Product and Service Lifecycle management activities

§ Describe the purpose and scope of the 'discover' activity

§ Describe the purpose and scope of the 'design' activity

§ Describe the purpose and scope of the 'acquire' activity

§ Describe the purpose and scope of the 'build' activity

§ Describe the purpose and scope of the 'transition' activity

§ Describe the purpose and scope of the 'operate' activity

§ Describe the purpose and scope of the 'deliver' activity

§ Describe the purpose and scope of the 'support' activity

§ Describe the benefits of the ITIL Product and Service Lifecycle management activities, from a service vendor perspective

§ Describe the challenges of the ITIL Product and Service Lifecycle management activities, from a service vendor perspective

·      Discover

o  Key concepts and practices of the 'discover' activity

§ Understand the key concepts of the ‘discover’ activity

§ Explain how vision, positioning, and portfolio inform discovery

§ Describe the practices enabling the 'discover' activity and their role in the 'discover' activity

o  Steps and outputs of the 'discover' activity

§ Describe the outputs of the ‘discover’ activity

§ Apply the steps of the 'discover' activity

o  Success factors and metrics of the 'discover' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘discover’ activity

§ Apply practical recommendations for effective/successful discovery

·      Design

o  Key concepts and practices of the 'design' activity

§ Explain human-centred design principles

§ Describe the practices enabling the 'design' activity and their role in the activity

o  Steps and outputs of the 'design' activity

§ Describe the outputs of the ‘design’ activity

§ Apply the steps of the 'design' activity

o  Success factors and metrics of the 'design' activity

§ Explain the critical success factors (CSFs) and metrics of the 'design' activity

§ Apply practical recommendations for effective design

·      Acquire

o  Key concepts and practices of the 'acquire’ activity

§ Describe the differences between the acquisition of technology, people, and third-party services

§ Describe the practices enabling the 'acquire' activity and their role in the activity

o  Steps and outputs of the 'acquire' activity

§ Describe the outputs of the ‘acquire’ activity

§ Apply the steps of the 'acquire' activity

o  Success factors and metrics of the 'acquire' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘acquire’ activity

§ Apply practical recommendations for effective acquisition

·      Build

o  Key concepts and practices of the 'build' activity 

§ Describe the integration of design into 'build' activity

§ Describe the practices enabling the activity 'build' and their role in the activity

o  Steps and outputs of the 'build' activity 

§ Describe the outputs of the ‘build’ activity

§ Apply the steps of the 'build' activity

o  Success factors and metrics of the 'build' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘build’ activity

§ Apply practical recommendations for effective build

·      Transition

o  Key concepts and practices of the 'transition’ activity 

§ Describe the approaches to service transition

§ Describe the practices enabling the activity and their role in the 'transition' activity

o  Steps and outputs of the 'transition' activity

§ Describe the outputs of the 'transition' activity

§ Apply the steps of the 'transition' activity

o  Success factors and metrics of the 'transition' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘transition’ activity

§ Apply practical recommendations for effective transition

·      Operate

o  Key concepts and practices of the 'operate' activity 

§ Describe the approaches to service operation

§ Describe the practices enabling the 'operate' activity and their role in the activity

o  Steps and outputs of the 'operate' activity

§ Describe the outputs of the ‘operate’ activity

§ Apply the steps of the 'operate' activity

o  Success factors and metrics of the 'operate' activity 

§ Explain the critical success factors (CSFs) and metrics of the ‘operate’ activity

§ Apply practical recommendations for effective operation

·      Deliver

o  Key concepts and practices of the 'deliver' activity

§ Describe how service delivery activities enable value co-creation

§ Describe the practices enabling the 'deliver' activity and their role in the activity

o  Steps and outputs of the 'deliver' activity

§ Describe the outputs of the ‘deliver’ activity

§ Apply the steps of the 'deliver' activity

o  Success factors and metrics of the 'deliver' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘deliver’ activity

§ Apply practical recommendations for effective delivery

·      Support

o  Key concepts and practices of the 'support' activity

§ Describe the approaches to service support

§ Describe the practices enabling the 'support' activity and their role in the activity

o  Steps and outputs of the 'support' activity

§ Describe the outputs of the ‘support’ activity

§ Apply the steps of the 'support' activity

o  Success factors and metrics of the 'support' activity

§ Explain the critical success factors (CSFs) and metrics of the ‘support’ activity

§ Apply practical recommendations for effective support

·      Lifecycle Management

o  Managing the End-to-End Lifecycle

§ Describe how operating models distribute responsibilities

§ Understand the key concepts of the service provider's value streams

§ Explain how value streams integrate lifecycle stages

§ Apply principles of organizational and technology enablement across the lifecycle

§ Describe digital service management success factors

§ Apply an appropriate organizational structure to support successful service management

o  ITIL, AI and other frameworks

§ Understand the ITIL AI Capability Model

§ Understand how the use of AI can support service management

§ Understand how AI and automation affect methods and tools used for service management

§ Understand how ITIL and DevOps are complementary in the management of the product and service lifecycle

§ Understand how ITIL and PRINCE2 are complementary in the management of the product and service lifecycle