Course Description & Learning Outcomes

Course Outline

1. ITIL Terms and Definitions

   • Product and Service: Defining digital product and service management, product, service, digital products/services, continual improvement, the Product and Service Lifecycle, goods, utility, warranty, user experience, and sustainability.

   • Experience, Strategy and Transformation: Defining experience, trust, UX, CX, experience level agreements, human-centred design, strategy, business/digital strategy, vision, mission, VUCA, leadership, change, and business as usual (BAU).

   • Service Offerings: Defining and explaining service offerings, interactions, service actions, transfer of goods, and access to resources.

   • Value and Value Co-creation: Defining value, cost, risk, output, and outcome. Explaining the difference between output and outcome and how feedback, utility, and sustainability contribute to co-creation.

   • Service Relationships: Defining organizations, service providers, consumers, and vendors. Understanding the differences between these roles and different relationship types (basic, cooperative, collaborative).

   • Service Management Roles and Concepts: Defining sponsor, customer, user roles, service quality, service level, and Service Level Agreements (SLA).

2. Four Dimensions of Product and Service Management

   • The Four Dimensions: Listing the dimensions (organizations and people, partners and suppliers, information and technology, value streams and processes).

   • Holistic Approach and External Factors: Understanding the importance of each dimension, the necessity of a holistic approach, and external PESTLE factors (Political, Economical, Social, Technological, Legal, Environmental).

3. ITIL Product and Service Lifecycle

   • Lifecycle Activities: Listing and understanding the lifecycle activities: discover, design, acquire, build, transition, operate, deliver, and support.

   • Nature of Activities: Understanding that lifecycle activities are non-linear, non-sequential, and iterative.

   • Purpose of Activities: Knowing the specific purpose of each individual activity within the lifecycle (e.g., the purpose of ‘discover’, ‘design’, ‘support’, etc.).

4. ITIL Value System

   • Value System Components: Knowing the components (Guiding principles, Governance, Value chain, Management practices, Continual improvement) and explaining the system’s purpose.

   • Guiding Principles: Listing the principles and understanding how to use each one (e.g., Focus on value, Start where you are, Think and work holistically).

   • Governance: Defining governance and explaining its enabling nature and activities.

   • Value Chain: Defining value chain, product specifications, incident, release, and continuous integration/deployment. Understanding success metrics and how the operating model is supported by value chain activities.

   • Management Practices: Defining management practices, knowing the groups (general vs. product/service), and understanding the role and benefits of ITIL Practice Guides.

   • Continual Improvement Model: Listing and understanding the steps of the ITIL Continual Improvement Model.

5. Value Stream Identification, Mapping, and Management

   • Value Stream Concepts: Defining value streams (core and enabling), value stream mapping, and complexity thinking.

   • Application and Mapping: Understanding how to optimize workflows for complexity and the relationship between value stream mapping and management.

6. ITIL and Artificial Intelligence (AI)

   • AI Fundamentals: Defining AI, AI maturity, GenAI, and Agentic AI.

   • AI in the Lifecycle: Understanding how AI assists in product development, process automation, and how it is leveraged throughout the ITIL value chain.

   • AI Governance: Defining AI governance and understanding the ITIL AI Capability Model.

7. ITIL and Other Frameworks

   • ITIL and DevOps: Understanding how ITIL collaborates with and complements DevOps practices in the product development lifecycle.

   • ITIL and PRINCE2: Understanding the importance of project management and how ITIL and PRINCE2 work together.

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Course Description & Learning Outcomes

1. Foundations of Predictive AI

• Predictive AI business and technology drivers

• Key benefits of Predictive AI in enterprise environments

• Common risks and challenges of using Predictive AI

• Business problem categories addressed by AI systems

• Types of Predictive AI and where they are applied

• Common learning approaches:

  • Supervised learning

  • Unsupervised learning

  • Reinforcement learning

  • Continuous and semi-supervised learning

• Understanding predictive model training and the step-by-step training loop

• Functional applications of Predictive AI, including:

  • Computer vision

  • Pattern recognition

  • Robotics

  • Natural language processing (NLP)

  • Speech recognition and understanding (NLU)

• Introduction to AI models and neural networks

2. Foundations of Generative AI

• Generative AI business and technology drivers

• Benefits and opportunities enabled by Generative AI

• Common risks and challenges of using Generative AI

• Business problem categories addressed by Generative AI solutions

• Understanding models, algorithms, and neural network fundamentals

• Types of Generative AI systems

• Training generative models and understanding the training loop

• Key Generative AI architectures:

  • Generative Adversarial Networks (GANs)

  • Variational Encoders (VAEs)

  • Transformer models

• Steps to building AI-driven systems

• Generative AI best practices for real-world adoption

Read more: https://www.bridgingminds.net/ai-professional

Course Description & Learning Outcomes

1. Module 1: Key ITIL terms and definitions

   • Product and Service Management

     • Digital Product and Service Management

     • Product, Service as a Key Concept of Digital Product and Service Management

     • Digital Product, Digital Service as a Key Concept of Digital Product and Service Management

     • ITIL Product and Service Lifecycle as a Key Concept of Digital Product and Service Management

   • Service Offerings

     • Service Offering and Service Interactions

     • Service Offering and Service Interactions

     • Service Actions, Transfer of Goods, Access to Resources

   • Value Co-Creation

     • Value and Value Co-Creation

     • Cost and Risk

     • Output and Outcome

     • Understand the Difference Between Output and Outcome

     • How Value Contributes to Value Co-Creation?

     • How Outcomes, Costs, Risks Contribute to Value Co-Creation?

   Module 2 : Service Relationships

   • Define organization, service provider, service consumer, and digital product vendor as key concepts of service relationships

   • Define basic, cooperative, and collaborative (partnership) 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 and service level as key concepts of service relationships

   • Define Service Level Agreement (SLA) as a key concept of service relationships

   • Understand the role of service provider, service consumer, and digital product vendor in service relationships

   • Understand the difference between basic, cooperative, and collaborative (partnership) service relationships

   • Explain utility, warranty, user experience, and sustainability as key concepts of service relationships

   Module 3 : The ITIL Value System

   • Understand the components of the ITIL Value System and their role in an organization, including guiding principles, governance, the value chain, management practices, and continual improvement

   • Explain the ITIL Value System and its purpose in enabling value co-creation through products and services.

   Module 4 : Governance

   • Define governance and its role in directing and controlling an organization

   • Explain the enabling nature of governance and the key activities through which governance supports value co-creation.

   Module 5 : ITIL Guiding Principles

   • Explain how the ITIL Guiding Principles should be applied in different contexts

   • Describe how the ITIL Guiding Principles interact to support effective decision-making and continual improvement

   • Explain how feedback contributes to value co-creation.

   Module 6 : Value Chan and ITIL Management Practices

   • Identify the purpose of each ITIL Product and Service Lifecycle management activity within the value chain

   • Recall key terms and definitions related to value chain activities

   • Explain how value chain activities are supported by management practices to enable value creation

   • Understand the role of management practices within the ITIL Value System

   • Explain the structure and benefits of the Official ITIL Practice Guides.

   Module 7 : Value Streams: Mapping and Management

   • Know the purpose and key concepts of value stream mapping and management

   • Understand the relationship between value stream mapping and value stream management.

   Module 8 : Continual Improvement

   • Describe continual improvement within the ITIL Value System and its role in organizations

   • Understand the steps of the ITIL Continual Improvement Model.

   Module 9 : The ITIL Four Dimensions of Product and Service Management

   • Explain the ITIL Four Dimensions of Product and Service Management and their importance in a holistic approach

   • Understand how AI can assist in the product and service lifecycle

   • Understand the ITIL AI Capability Model.

   Module 10 : ITIL and other Frameworks Integration

   • Understand how ITIL and DevOps complement each other across the product and service lifecycle

   • Recognize how ITIL practices can effectively collaborate with DevOps ways of working

   • Understand why project management is important when applying ITIL practices

   • Understand why project management is important when applying ITIL practices