1.1 Understand the concepts and challenges relating to the following across the service value system:
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a) Organizational structure
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b) Integrated/collaborative teams
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c) Team capabilities, roles and competencies
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d) Team culture and differences
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e) Working to a customer-orientated mindset
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f) Employee satisfaction management
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g) The value of positive communications
1.2 Understand how to use a ‘shift left’ approach
1.3 Know how to plan and manage resources in the service value system, including:
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a) Team collaboration and integration
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b) Workforce planning
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c) Results based measuring and reporting
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d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system, including:
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a) Integrated service management toolsets
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b) Integration and data sharing
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c) Reporting and advanced analytics
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d) Collaboration and workflow
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e) Robotic process automation (RPA)
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f) Artificial intelligence and machine learning
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g) Continuous integration and delivery/deployment (CI/CD)
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h) Information models
Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition new services
2.2 Know how the following ITIL practices contribute to a value stream for a new service:
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a) Service design
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b) Software development and management
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c) Deployment management
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d) Release management
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e) Service validation and testing
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f) Change enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the following ITIL practices contribute to a value stream for user support:
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a) Service desk
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b) Incident management
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c) Problem management
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d) Knowledge management
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e) Service level management
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f) Monitoring and event management
3. Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:
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a) Managing work as tickets
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b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
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a) Buy vs build considerations
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b) Sourcing options
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c) Service integration and management
