Understand the key concepts of service management

Understand how the ITIL guiding principles can help an organization adopt and adapt service management

Understand the four dimensions of service management

Understand the purpose and components of the ITIL service value system

Understand the activities of the service value chain, and how they interconnect

Understand how to plan and build a service value stream to create, deliver, and support services

Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and Value streams

Know how to create, deliver and support services

Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT

Understand the digital product lifecycle in terms of the ITIL ‘operating model’

Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT

Understand how customer journeys are designed

Know how to foster stakeholder relationships

Know how to shape demand and define service offerings

Know how to act together to ensure continual value co-creation (service consumption / provisioning)

Know how to shape demand and define service offerings

Know how to realise and validate service value

Understand the scope and activities relevant to Direct and plan

Understand the role of GRC and how to integrate the principles and methods into the service value system

Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement