Understand the concepts and challenges relating to the following across the service value system:

• Organizational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• The value of positive communications
•  Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

• Team collaboration and integration
• Workforce planning
• Results-based measuring and reporting
• The culture of continual improvement

Understand the use and value of information and technology across the service value system:

• Integrated service management toolsets
• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning
• Continuous integration and delivery/deployment (CI/CD)
• Information models
• Know how to use a value stream to design, develop and transition new services

Know how the following ITIL practices contribute to a value stream for a new service:

• Service design
• Software development and Management
• Deployment management
• Release management
• Service Validation and testing
• Change Enablement
• Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support:

• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

Know how to coordinate, prioritize, and structure work and activities to create, deliver, and support services, including:

• Managing queues and backlogs
• Prioritizing work

Understand the use and value of the following across the service value system:

• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)