1.1 Understand the concepts and challenges relating to the following across the service value system:
a) Organizational structure
b) Integrated/collaborative teams
c) Team capabilities, roles and competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
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:
a) Team collaboration and integration
b) Workforce planning
c) Results based measuring and reporting
d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system, including:
a) Integrated service management toolsets
b) Integration and data sharing
c) Reporting and advanced analytics
d) Collaboration and workflow
e) Robotic process automation (RPA)
f) Artificial intelligence and machine learning
g) Continuous integration and delivery/deployment (CI/CD)
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:
a) Service design
b) Software development and management
c) Deployment management
d) Release management
e) Service validation and testing
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:
a) Service desk
b) Incident management
c) Problem management
d) Knowledge management
e) Service level management
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:
a) Managing work as tickets
b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
a) Buy vs build considerations
b) Sourcing options
c) Service integration and management
