You learn the four dimensions as a foundation for stable, scalable services. You see how organization, processes, technology, and partners work together.

• introduction to IT service management
• organization and people: roles, skills, collaboration
• value streams and processes: end-to-end flows
• information and technology: data, tools, control
• partners and suppliers: integration into the service ecosystem

This part covers key concepts in digital service management.

• service economy: value created together with customers
• service relationships: interaction between provider, customer, stakeholders

ITIL® 5 treats services across the full lifecycle, from idea to ongoing improvement.

• planning and development of digital services
• introduction and transition
• operations and support
• evaluation and ongoing improvement
• You learn how phases connect and support service quality over time.

The service value system is the core control model. It shows how an organization creates value in a structured way.

• overview: structure and interaction
• guiding principles: support for decisions and collaboration
• governance: direction, risk, goals
• service value chain: core activities across the lifecycle
• ITIL practices: standard ways to run service processes
• continual improvement: improvement as a steady part of operations

A key focus is an end-to-end view of value creation.

• why value streams matter: better control and efficiency
• value streams in digital organizations: common patterns
• value stream analysis: find bottlenecks and improvement options
• service value management: manage services across the value chain

This part prepares the transfer into your organization.

• improve the organization: evolve IT service management and product management
• build professional capability: roles, processes, governance
• position ITIL 5 in modern approaches: digital transformation, agile methods, governance models