1. Understanding Value Streams and Maturity Models
This section revisits key value stream principles introduced at ITIL Foundation level and examines the capability approach used when assessing practice maturity.
- Review of ITIL value stream principles
- Introduction to the ITIL capability model
- The role of the capability model in practice maturity assessment
2. Relationship Management
This module focuses on developing and maintaining effective strategic and operational stakeholder relationships.
- Purpose and scope of the practice
- Roles and responsibilities for managing strategic and operational relationships
- Tools and techniques for developing stakeholder trust
- Metrics for measuring relationship success
- Collaboration with other practices to strengthen value delivery
3. Service Level Management
This section explores how service expectations can be translated into measurable objectives and managed effectively.
- Establishing Service Level Agreements
- Negotiating and monitoring service levels
- Translating business requirements into measurable service targets
- Using service metrics to support improvement
- Supporting value co-creation with service consumers
4. Supplier Management
This module examines the effective management of suppliers and partners in line with organisational requirements.
- Managing supplier performance across the supply chain
- Aligning contracts with organisational needs
- Governance, risk, and compliance considerations
- Supporting effective collaboration with partners and vendors
5. Continual Improvement
This section introduces structured approaches for identifying, prioritising, and managing opportunities for improvement.
- Identifying improvement opportunities
- Prioritising improvement initiatives
- Creating and maintaining improvement registers
- Developing action plans
- Building a culture of continuous service excellence
- Using data and feedback loops to evaluate success
6. Information Security Management
This module examines how information assets can be protected through risk-aware management practices.
- Protecting information assets
- Applying risk-aware security practices
- Maintaining confidentiality, integrity, and availability
- Integrating security into service design
- Embedding security within service operations
- Alignment with governance and compliance frameworks
7. Integration and Application
The final section considers how the five practices can work together as part of broader service value streams.
- Embedding the five practices into service value streams
- Case-based discussions focused on cross-practice collaboration
- Developing a roadmap to improve practice maturity within the organisation
Exams and Assessments
This course includes a formal certification examination.
- Questions: 60 multiple-choice questions
- Duration: 90 minutes
- Format: Closed book
- Pass mark: 39 out of 60 (65%)
- Delivery: Online with virtual proctoring
- Exam provider: PeopleCert
- Scheduling: The examination can be taken at a time selected by the learner
From 2023 onwards, PeopleCert certifications must be renewed every three years.
