ITIL Foundation V5 Certification Training in San Jose

➢ Product and service management

• Define digital product and service management
• Define product, service as a key concept of digital product and service management
• Define digital product, digital service as a key concept of digital product and service management
• Define continual improvement as a key concept of digital product and service management
• Define the ITIL Product and Service Lifecycle as a key concept of digital product and service management
• Define good as a key concept of digital product and service management
• Define utility, warranty, user experience and sustainability
• Know the benefits of ITIL for enterprises, managed service providers, digital product vendors, digital product and service management professionals
  
  

➢ Manage worksheets and workbooks

• Experience, Strategy and Transformation 
• Define basic terms of ITIL Experience like: experience, digital experience, trust, user experience (UX), customer experience (CX), experience level agreement, human-centred design 
• Define basic terms of ITIL Strategy like: strategy, business strategy, digital strategy, mission, vision, purpose, VUCA, leadership
• Define basic terms of ITIL Transformation like: change, transformation, business as usual 
  
  

➢  Service offerings 

• Define service offering and service interactions
• Define service actions, transfer of goods, access to resources
• Explain service offering and service interactions
• Explain service actions, transfer of goods, access to resources
  
  

➢   Value co-creation  

• Define value and value co-creation
• Define cost and risk
• Define output and outcome
• Understand the difference between output and outcome
• Explain how value contributes to value co-creation
• Explain how outcomes, costs, risks contribute to value co-creation
• Explain how utility, warranty, user experience, sustainability contributes to value co-creation
• Explain how feedback contributes to value co-creation
  
  

➢   Service relationships 

• Define organization, service provider, service consumer, digital product vendor as key concepts of service relationships
• Define basic, cooperative, and collaborative service relationship as key concepts of service relationships
• Define the service journey as a key concept of service relationships
• Define sponsor, customer, and user roles as key concepts of service relationships
• Define service quality, service level as key concepts of service relationships
• Define Service Level Agreement (SLA) as a key concept of service relationships
• Understand the difference between service provider and service
  
  

➢ Consumer

• Understand the difference between service provider and digital product vendor
• Understand the difference between service consumer and digital product vendor
• Understand the difference between basic, cooperative, and collaborative service relationships