Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits.
Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system.
Part 3: High Velocity Nature of the digital enterprise – Hight Velocity key terms; HVIT objectives: valuable investments, fast development, Resilient operations, value co-creation, assured conformance;
Part 4: Digital Product Lifecycle and ITIL Operating Model – The four dimensions of service management; ITIL SVS; Service value chain; Digital product lifecycle.
Part 5: Principles, Models and Concepts: Ethics, safety culture, lean culture, Toyota kata, lean/agile/resilient/continuous, service-dominant logic; design thinking; complexity thinking; Deal with uncertainty, trust and be trusted, commit to higher performance, help get customers’ jobs done, improving by being inquisitive.
Part 6: Achieving Value with Digital Products - Techniques & 17 ITIL practices for Valuable Investment, Fast development;, Resilient operation, Co-created value, Assured conformance