Module 01 – OVERVIEW

  1. Workbook (Pdf)
  2. Overview
  3. Review Quiz (Number of attempts allowed: Unlimited)

Module 03 – FOUNDATION RECAP

  1. Workbook (Pdf)
  2. Foundation: SVC Service Relationships
  3. Foundation: Guiding Principles
  4. Foundation: Four Dimensions Of Service Management
  5. Foundation: Service Value System
  6. Foundation: SVC – Plan
  7. Foundation: SVC – Improve
  8. Foundation: SVC – Engage
  9. Foundation: SVC – Design And Transition
  10. Foundation: SVC – Obtain And Build
  11. Foundation: SVC – Deliver And Support
  12. Foundation: ITIL Practices
  13. Review Quiz (Number of attempts allowed: Unlimited)

Module 05 – USING A SHIFT LEFT APPROACH

  1. Workbook (Pdf)
  2. What Is Shift Left
  3. Shift Left Approaches
  4. Review Quiz (Number of attempts allowed: Unlimited)

Module 07 – VALUE OF INFORMATION AND TECHNOLOGY IN THE SVS

  1. Workbook (Pdf)
  2. Service Management Toolsets
  3. Data And Information; Analytics And Science
  4. Big Data
  5. Data Collaboration
  6. Robotic Process Automation (RPA)
  7. Artificial Intelligence (AI)
  8. Machine Learning
  9. Continuous Integration
  10. The Agile Manifesto
  11. Information Models
  12. Review Quiz (Number of attempts allowed: Unlimited)

Module 09 – VALUE STREAM FOR DEVELOPMENT OF A NEW SERVICE

  1. Workbook (Pdf)
  2. Designing The New Service Value Stream
  3. Steps Within The Value Stream – Step 1
  4. Steps Within The Value Stream – Step 2
  5. Steps Within The Value Stream – Step 3
  6. Steps Within The Value Stream – Step 4
  7. Steps Within The Value Stream – Step 5
  8. Steps Within The Value Stream – Step 6
  9. Contributing Practices To The Value Stream
  10. Review Quiz (Number of attempts allowed: Unlimited)

Module 11 – HOW TO CREATE DELIVER AND SUPPORT SERVICES

  1. Workbook (Pdf)
  2. Prioritisation
  3. Managing Work As Tickets
  4. Prioritisation And Demand Management
  5. Swarming
  6. Review Quiz (Number of attempts allowed: Unlimited)

Module 13 – SOURCING MODELS & CONSIDERATIONS

  1. Workbook (Pdf)
  2. Sourcing Models And Options
  3. Review Quiz (Number of attempts allowed: Unlimited)

Module 15 – CREATE, DELIVER, AND SUPPORT SAMPLE PAPER

  1. Workbook (Pdf)
  2. ITIL® CDS Sample Paper Part 1
  3. ITIL® CDS Sample Paper Part 2
  4. Review Quiz (Number of attempts allowed: Unlimited)

Module 02 – THE CREATE, DELIVER, AND SUPPORT EXAM

  1. Workbook (Pdf)
  2. The Create, Deliver, And Support Exam
  3. Review Quiz (Number of attempts allowed: Unlimited)

Module 04 – CONCEPTS OF A SERVICE VALUE SYSTEM

  1. Workbook (Pdf)
  2. Organisational Structures
  3. Collaborative Teams
  4. Capabilities, Roles, Competencies
  5. Competencies
  6. Team Culture
  7. Cultural Fit
  8. Service Empathy And Mindsets
  9. Employee Needs
  10. Communications Principles
  11. Review Quiz (Number of attempts allowed: Unlimited)

Module 06 – PLANNING AND MANAGING RESOURCES IN THE SVS

  1. Workbook (Pdf)
  2. Creating A Team Culture
  3. The Value Of Meetings
  4. Best Practice For Team Leadership
  5. Personal Relationships In Teams
  6. Providing Trusted Feedback
  7. Culture Of Learning
  8. Workforce And Talent Management Practice
  9. Metrics And Continual Improvement
  10. Results Based Measurement
  11. Review Quiz (Number of attempts allowed: Unlimited)

Module 08 – VALUE STREAMS

  1. Workbook (Pdf)
  2. Anatomy Of A Value Stream
  3. The Value Chain Map
  4. Designing A Value Stream
  5. Metrics When Measuring A Value Stream
  6. Review Quiz (Number of attempts allowed: Unlimited)

Module 10 – VALUE STREAM FOR RESTORATION OF A LIVE SERVICE

  1. Workbook (Pdf)
  2. Restoration Of A Live Service
  3. Steps Within The Value Stream – Step 1
  4. Steps Within The Value Stream – Step 2
  5. Steps Within The Value Stream – Step 3
  6. Steps Within The Value Stream – Step 4
  7. Steps Within The Value Stream – Step 5
  8. Steps Within The Value Stream – Step 6
  9. Steps Within The Value Stream – Step 7
  10. Contributing Practices To The Value Stream
  11. Review Quiz (Number of attempts allowed: Unlimited)

Module 12 – BUY VS BUILD CONSIDERATIONS

  1. Workbook (Pdf)
  2. Advantages Of Building
  3. Outsourcing Success Factors
  4. Selecting Vendors / Suppliers
  5. Review Quiz (Number of attempts allowed: Unlimited)

Module 14 – SERVICE INTEGRATION AND MANAGEMENT

  1. Workbook (Pdf)
  2. Introduction To Service Integration And Management
  3. Service Integration And Management Models
  4. Review Quiz (Number of attempts allowed: Unlimited)