• Understand the fundamental concepts of digital products, digital services, and digital ecosystem management
• Understand how to apply the Service Value System to improve organizational service delivery
• Understand how different components of the service value system collaborate and interact
• Analyze organizational resources required to deliver digital services
• Apply guiding principles to implement and manage service value systems
• Understand the lifecycle of digital products and services and how value is created through cost optimization, risk management, and improved customer experience
• Understand how to apply the continual improvement model
• Gain an overview of ITIL and its relationship with other frameworks such as DevOps and PRINCE2

Module 1: Introduction to digital product and service management

• Products and digital products
• Services and digital services
• Digital product and service management
• Lifecycle of digital products and services
• Service packages and service interactions
• Value and co-creation in digital services
• Cost and risk
• Difference between output and outcome

Module 2: Digital service relationships

• Definition of organizations, service providers, and digital product partners
• Key roles in service relationships
• Differences between service providers, customers, and partners
• Types of service relationships
• Service journey
• Service quality (Utility, Warranty, Sustainability, Experience)
• Service commitments and related concepts
• Key factors in establishing service commitments

Module 3: The four dimensions of digital product and service management

• Macro environmental factors
• Organizational culture
• Organizational design and structure
• Capabilities and skills
• People and Artificial Intelligence
• Artificial Intelligence and its governance challenges
• Data, Information, and Knowledge
• Effective digital service management approaches
• Supplier and partner management
• Factors influencing supplier strategies
• Processes and value streams
• Workflow optimization for solving complex problems

Module 4: Digital product and service lifecycle

• Discover
• Design
• Acquire
• Build
• Transition
• Operate
• Deliver
• Support

Module 5: 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

Module 6: Digital service value system

• What is a service management system?
• Components of the service system
• Digital governance
• Digital management activities
• Service value system operating model
• Management practices
• Relationship between practices and the value chain
• Standard structure of management practices
• Value stream mapping and management

Module 7: Continual improvement

• The importance of continual improvement
• Structure of the continual improvement model
• Steps of the continual improvement model
• Applying the continual improvement model to improve the service value system

Module 8: Integrating ITIL with other frameworks

• ITIL and DevOps
• ITIL and PRINCE2

• Business Leaders & Transformation Teams
• All IT & Digital Professionals
• IT/IS Managers
• Service Desk Manager
• Service Operation Manager
• IT Architect, System Architect, Enterprise Architect
• ITSM Consultants
• Business Process Analyst, IT Business Analyst
• IT Project Manager
• Change Manager, Delivery Manager, MIS Manager
• CIO/CTO
• IT Staffs, IT Supervisor, Service Desk, IT Engineers, Application Developer, DevOps, IT Auditor, and other IT-related positions
• Individuals seeking to obtain the ITIL Foundation Certification or those interested in working with digital products and digital services

Class training methods
Values

• CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
• RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
• COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
• TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
• PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
• IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
• IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

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