SYLLABUS

·      Key ITIL terms and definitions

o  Key concepts of ITIL

§ Explain the ITIL Guiding Principles

§ Describe the key concepts of products and services and product and service management

§ Understand the ITIL Product and Service Lifecycle

§ Describe the ITIL Four Dimensions of Product and Service Management

§ Explain the components and purpose of the ITIL Value System (ITIL VS)

o  Key concepts of ITIL Strategy

§ Explain the key concepts of ITIL Strategy: strategy, digital strategy, vision, purpose, values, digital transformation

§ Understand digital transformation and the role of digital strategy

§ Explain the key characteristics of strategy

§ Describe strategy in a VUCA environment

§ Describe business and operating models and how they relate to strategy

o  Strategy across the ITIL Four Dimensions

§ Understand strategic considerations for the 'organizations and people' dimension

§ Understand strategic considerations for the 'partners and suppliers' dimension

§ Understand strategic considerations for the 'information and technology' dimension

§ Understand strategic considerations for the 'value streams and processes' dimension

·      The ITIL Strategy Management Model

o  Introduction to the ITIL Strategy Management Model

§ Understand the purpose of the ITIL Strategy Management Model

§ Describe the structure of the ITIL Strategy Management Model, including its two cycles: strategy development and strategy implementation

o  Strategy development

§ Describe the purpose and key outputs of each activity within the strategy development cycle (‘observe’, ‘orient’, ‘decide’, ‘plan’)

§ Explain how the ITIL Guiding Principles support strategy development

§ Understand how PESTLE factors influence strategy

§ Describe how internal capabilities and resources affect strategy

§ Apply the 'observe' step of the strategy development cycle

§ Apply the 'orient' step of the strategy development cycle

§ Apply the 'decide' step of the strategy development cycle

§ Apply the 'plan' step of the strategy development cycle

o  Strategy implementation

§ Describe the purpose and key outputs of each activity within the strategy implementation cycle ('plan', 'execute', 'synthesize', 'reflect')

§ Explain how strategic objectives are translated into implementation initiatives during the 'plan' activity of the strategy implementation cycle

§ Explain how execution approach for implementation initiatives is selected during the 'plan' activity of the strategy implementation cycle

§ Explain how strategy implementation is balanced with effective daily operations during the 'execute' activity of the strategy implementation cycle

§ Explain the key functions of the 'synthesize' activity of the strategy implementation cycle (operational embedding, knowledge codification, benefits realization)

§ Explain how the 'reflect' activity of the strategy implementation cycle is performed

§ Explain the fundamental principles of strategy implementation

§ Apply the strategy implementation cycle to a given scenario

o  Sustainable strategy management

§ Describe how sustainable strategy implementation is ensured

§ Describe how ongoing relevance and success of strategy are ensured

·      Strategic capabilities

o  Leadership

§ Describe the role of leadership in strategy development and implementation

§ Explain how leadership supports strategy development and implementation

o  Communication

§ Describe the role of communication in strategy development and implementation

§ Explain how effective communication supports strategy development and implementation

o  Innovation

§ Describe the role of innovation in strategy development and implementation

§ Explain how innovation supports strategy development and implementation

o  AI governance

§ Describe the role of AI governance in strategy development and implementation

§ Explain how AI governance supports strategy development and implementation

o  Organizational Change Management (OCM)

§ Describe the role of OCM in strategy development and implementation

§ Explain how OCM supports strategy development and implementation

o  Digital ethics

§ Describe the concept of digital ethics and its role in responsible strategy development and implementation

§ Explain how digital ethics supports strategy development and implementation

o  Complexity thinking

§ Describe the role of complexity thinking in strategy development and implementation

§ Explain how complexity thinking supports strategy development and implementation

o  Portfolio management

§ Describe the role of portfolio management in strategy development and implementation

§ Explain how portfolio management supports strategy development and implementation

o  Risk management

§ Describe the role of risk management in strategy development and implementation

§ Explain how risk management supports strategy development and implementation

o  Sustainability

§ Describe the role of sustainability in strategy development and implementation

§ Explain how sustainability supports strategy development and implementation

·      ITIL and other frameworks

o  ITIL and DevOps

§ Understand how ITIL and DevOps can be used together

§ Understand how ITIL and DevOps are complementary in the management of the product and service lifecycle

o  ITIL and PRINCE2

§ Understand why project management is important in ITIL

§ Understand how ITIL and PRINCE2 are complementary in the management of the product and service lifecycle