Module 1: Key Concepts of Digital Product and Service Management

• Define the ITIL Product and Service Lifecycle
• Define digital product and service management
• Experience, Strategy and Transformation
• Service offerings and service interactions
• Value co-creation
• Outputs vs outcomes

Module 2: Service Relationships

• Define organization, service provider, service consumer, and digital product vendor as key concepts of service relationships
• Define basic, cooperative, and collaborative (partnership)
• Define the service journey as a key concept of service relationships
• Define sponsor, customer, and user roles as key concepts of service relationships
• Define service quality and service level as key concepts of service relationships

Module 3: The ITIL Value System (VS)

• Components of the ITIL value system
• The ITIL Guiding Principles
• Governance
• Value Chain
• Management Practices
• Continual Improvement

Module 4: Governance

• Define governance
• Explain the enabling nature and the activities of governance

Module 5: ITIL Guiding Principles

• Understand and apply the ITIL Guiding Principles
• Describe the interaction of the ITIL Guiding Principles and how they work together

Module 6: Value Chain and ITIL Management Practices

• Identify the purpose of each ITIL Product and Service Lifecycle management activity within the value chain
• Recall key terms and definitions related to value chain activities
• Explain how value chain activities are supported by management practices to enable value creation
• Understand the role of management practices within the ITIL Value System
• Explain the structure and benefits of the Official ITIL Practice Guides.

Module 7: Value Streams: Mapping and Management

• Understand the purpose and key concepts of value stream mapping and management
• Understand the relationship between value stream mapping and value stream management.

Module 8: Continual Improvement

• Describe continual improvement within the ITIL Value System and its role in organizations
• Understand the steps of the ITIL Continual Improvement model.

Module 9: The Four Dimensions of Product and Service Management

• Explain the ITIL Four Dimensions of Product and Service Management and their importance in a holistic approach
• Understand how AI can assist in the product and service lifecycle
• Understand the ITIL AI Capability model

Module 10: ITIL and Other Frameworks Integration

• Understand how ITIL and DevOps complement each other across the product and service lifecycle
• Recognize how ITIL practices can effectively collaborate with DevOps ways of working
• Understand why project management is important when applying ITIL practices
• Understand how ITIL can be combined with PRINCE2 Project Management or PRINCE2 Agile to deliver products and services effectively