This 3-day course covers the core service management concepts and practices beyond the foundational level to focus on the creation, delivery and support of services and products.

• Understand how to plan and build a service value stream to create, deliver and support services.
• Understand the concepts and challenges across the service value system relating to organisational structure, collaborative team culture, team capabilities, roles & competencies, employee satisfaction management and the value of positive communications
• Understand how to use a “shift left” approach
• Know how to plan and manage resources in the service value system using the concepts of team collaboration and integration, workforce planning, results-based measurement and reporting, and the culture of continual improvement
• Understand the use and value of information and technology across the service value system covering the concepts of integrated service management toolsets, integration and data sharing, data analytics, artificial intelligence & machine learning, robotic process automation and information models
• Know how to use a value stream to design, develop and transition new services and to understand the ITIL practices that contribute to the value stream
• Know how to use a value stream to provide user support to an existing service and to understand the ITIL practices that contribute to the value stream
• Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services by managing work as tickets and understand the considerations in prioritization of work
• Understand the use and value of build vs buy considerations, sourcing options and service integration and management, across the service value system
• Know how the following ITIL practices contribute to value streams for new services and the provisions of user support:
  • Service design
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Service Desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management