ITIL V5 Foundation კურსი

Module 1: Key ITIL Terms and Definitions

• Digital product and service management concepts
• Product, service, digital product, digital service, goods
• Utility, warranty, user experience, sustainability
• Service offering: service actions, transfer of goods, access to resources
• Value co-creation: value, output, outcome, cost, risk
• Service relationships: organization, service provider, service consumer, digital product vendor
• Basic, cooperative, and collaborative (partnership) service relationships
• Service journey, sponsor, customer, user roles
• Service quality, service level, Service Level Agreement (SLA)

Module 2: The ITIL Four Dimensions of Product and Service Management

• Organizations and People
• Partners and Suppliers
• Information and Technology
• Value Streams and Processes
• Holistic approach to product and service management

Module 3: The ITIL Product and Service Lifecycle

• Eight lifecycle management activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support
• How value chain activities enable the lifecycle
• Purpose of each lifecycle activity

Module 4: The ITIL Value System

• Components: guiding principles, governance, value chain, management practices, continual improvement
• Seven Guiding Principles: Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep It Simple and Practical, Optimize and Automate
• Governance: enabling nature and activities
• Value chain: key definitions (incident, event, release, service request, problem, error, known error, SRE, observability, CI/CD)
• Management practices: groups, structure, benefits, metrics, CSFs
• Continual Improvement Model: seven steps

Module 5: Value Stream Identification, Mapping, and Management

• Value stream, core value stream, enabling value stream
• Value stream mapping and management
• Elements of a value stream map

Module 6: ITIL and AI

• Artificial Intelligence (AI), AI maturity, Generative AI (GenAI), Agentic AI
• AI in the product and service development lifecycle
• AI automation throughout value chain activities
• AI governance and the ITIL AI Capability Model