ITIL® (versio 5) Product Master

• Discover: Relationship management, continual Improvement

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

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

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

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

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

• ITIL and DevOps 
• ITIL and PRINCE2 

• How to prepare your exam 

• Introduction to digital products and services
• The digital product and service lifecycle management activities

• Key concepts of the ‘discover’ activity
• Steps, outputs, and management practices of the ‘discover’ activity
• CSFs, metrics, and practical recommendations for the ‘discover’ activity

• Key concepts of the ‘design’ activity
• Steps, outputs, and management practices of the ‘design’ activity
• CSFs, metrics, and practical recommendations for the ‘design’ activity

• Key concepts of the ‘acquire’ activity  

• Steps, outputs, and management practices of the ‘acquire’ activity
• CSFs, metrics, and practical recommendations for the ‘acquire’ activity

• Key concepts of the ‘build’ activity
• Steps, outputs, and management practices of the ‘build’ activity
• CSFs, metrics, and practical recommendations for the ‘build’ activity

• Key concepts of the ‘transition’ activity
• Steps, outputs, and management practices of the ‘transition’ activity
• CSFs, metrics, and practical recommendations for the ‘transition’ activity

• Key concepts of the ‘operate’ activity
• Steps, outputs, and management practices of the ‘operate’ activity
• CSFs, metrics, and practical recommendations for the ‘operate’ activity

• Key concepts of the ‘deliver’ activity

• Steps, outputs, and management practices of the ‘deliver’ activity
• CSFs, metrics, and practical recommendations for the ‘deliver’ activity

Key concepts of the ‘support’ activity

Steps, outputs, and management practices of the ‘support’ activity

•  CSFs, metrics, and practical recommendations for the ‘support’ activity 

• Managing the end-to end lifecycle 

• ITIL, AI and other frameworks