This module covers the ‘core’ service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.
This module will also cover service performance and will give practitioners an understanding of service quality and improvement methods.
- Core Service Management Activities
- Creation of Services
- Integrating Different Value Streams to Create, Deliver and Support IT-Enabled Products and Services
- Supporting Practices, Methods, and Tools
- Service Performance
- Understanding Service Quality and Improvement Methods
- Innovative, Reliable Tech-Enabled Service
- The integration of different value streams and activities to create, deliver and support IT-enabled products and services
- Supporting practices, methods and tools
- Service performance and service quality and improvement methods
- How to continue to deliver innovative yet reliable tech-enabled services in an increasingly competitive market
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
- Existing ITIL qualification holders wishing to develop their knowledge.
- The candidate must have passed the ITIL 4 Foundation examination.
- In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).
Type: Forty (40) multiple choice carrying 1 mark each.
Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time
Pass Score:70% (28of 40)