ITIL® (versio 5) Experience Master

7.10.–2.12.2026 | hybrid: Keilaranta 1 Business Park, Espoo

Ohjelma

Keskiviikkona 7.10.

09:00

Koulutuksen avaus

09:30

Key concepts of digital product and service management

10:15

Tauko

10:30

Service relationships

11:15

The ITIL Value System (ITIL VS)

11:35

Governance

11:50

Lounastauko

12:40

The ITIL Guiding Principles

14:00

Kahvitauko

14:20

The ITIL Four Dimensions of Product and Service Management

15:20

Value chain and ITIL management practices, part I

  • Discover: Relationship management, continual Improvement  
16:00

Huomiseen! Ensimmäinen koulutuspäivä päättyy.

Torstaina 8.10.

09:00

Value chain and ITIL management practices, part II

  • Design: Information security management, capacity and performance management 
  • Acquire: Configuration management, IT- asset management, supplier management  
10:00

Tauko

10:15

Value chain and ITIL management practices, part III

  • Build: Deployment management  
  • Transition: Release management, change enablement 
  • Operate: Availability management, monitoring and event management 
12:00

Lounastauko

12:45

Value chain and ITIL management practices, part IV

  • Deliver: Service request management, Service Desk, Service level management 
  • Support: Incident management, Problem management 
14:10

Kahvitauko

14:30

Value streams: mapping and management

  • Key concepts of value stream mapping and management   
  • Application of value streams  
  • Purpose of value stream mapping and management 
14:50

Continual improvement

  • ITIL Continual Improvement   
  • Continual improvement within the ITIL Value System and its role in the organization   
15:20

ITIL and other frameworks integration

  • ITIL and DevOps 
  • ITIL and PRINCE2 
15:35

What next?

  • How to prepare your exam 
16:00

Kiitos! Koulutuspäivä päättyy.

Tiistaina 1.12.

09:00

Introduction 

09:30

ITIL Foundation recap and experience overview, part I

  • Key concepts of ITIL 
10:15

Tauko

10:30

ITIL Foundation recap and experience overview, part II

  • Key concepts of experience
11:15

Experience stakeholders and tensions, part I

  • Service stakeholders
  • Key experience stakeholders’ roles
12:00

Lounastauko

12:45

Experience stakeholders and tensions, part II

  • Consumer stakeholders’ roles 
  • The provider stakeholders’ roles 
13:30

Experience and the ITIL four dimensions, part I

  • How experience integrates/influences/is reflected in all ITIL four dimensions
  • How to improve experience through the ’organisations and people’ dimension
14:00

Kahvitauko

14:20

Experience and the ITIL four dimensions, part II

  • How to improve experience through the ’partners and suppliers’ dimension
  • How to Improve experience through the ’information and technology’ Dimension
  • How to Improve experience through the ’value streams and processes’ Dimension
  • Apply the ITIL four dimensions
16:00

Huomiseen! Koulutuspäivä päättyy.

Keskiviikkona 2.12.

09:00

Experience in the ITIL Product and Service Lifecycle

  • Experience in the ITIL product and service lifecycle  
    • Value chain activities 
    • Functional and relational interactions 
    • Apply stakeholder role mapping 
    • Differentiate functional vs. relational interactions 
10:10

Tauko

10:30

Capturing experience: evidence, signals, and quality

  • Key concepts of experience capture 
  • Experience evidence 
11:00

Service journeys: relationships, agreements, and stakeholder journeys

  • Service Relationships, agreements, and journeys 
  • Organisations 
  • Consumer stakeholders 
  • Provider stakeholders 
12:00

Lounastauko

12:40

Continual experience improvement

  • Digital experience improvement 
14:00

Kahvitauko

14:20

AI, experience, and governance

  • Experience management in the AI context 
  • AI governance 
15:00

ITIL and other frameworks

  • ITIL and DevOps
  • ITIL and PRINCE2
15:30

What next? 

16:00

Kiitos! Koulutus päättyy.