Course Outline

1. Key Concepts of Digital Product and Service Management for Government

  • Definition of service management
  • Value, outcomes, costs, and risks
  • Utility and warranty
  • Products and services
  • Digital products and services for government
  • Service offerings
  • Value co-creation
  • Stakeholders and roles

2. Service Relationships for Government

  • Types of service relationships
  • Service provision and consumption for government
  • Service consumer roles in the public sector
  • Service quality and service level characteristics for government
  • Service experience for government stakeholders

3. The Four Dimensions of Service Management for Government

  • Organizations and people
  • Information and technology for government operations
  • Partners and suppliers in the public sector
  • Value streams and processes for government services

4. The ITIL Service Value System (SVS) for Government

  • Purpose of the SVS for government operations
  • Components of the SVS for government services
  • Inputs and outputs in government service delivery
  • Governance for government service management
  • Continual improvement for government services

5. ITIL Guiding Principles for Government

  • Focus on value for government stakeholders
  • Start where you are in government service delivery
  • Progress iteratively with feedback from government stakeholders
  • Collaborate and promote visibility within the public sector
  • Think and work holistically for government services
  • Keep it simple and practical for government operations
  • Optimize and automate for government service delivery

6. The Service Value Chain for Government

  • Plan
  • Improve
  • Engage
  • Design and transition for government services
  • Obtain or build for government operations
  • Deliver and support for government stakeholders

7. ITIL Management Practices for Government

  • Incident management for government services
  • Problem management for government operations
  • Change enablement for government service delivery
  • Service desk for government stakeholders
  • Service request management for government services
  • Service level management for government stakeholders
  • Monitoring and event management for government operations
  • Continual improvement for government service delivery

8. Value Streams and Value Stream Mapping for Government

  • Definition of value streams for government services
  • Mapping value streams in the public sector
  • Identifying bottlenecks in government service delivery
  • Optimizing workflows for government operations

9. Continual Improvement for Government Services

  • Continual improvement model for government services
  • Measurement and metrics for government service delivery
  • Improvement initiatives in the public sector

10. ITIL and Other Frameworks for Government Services

  • Agile methodologies for government operations
  • DevOps practices for government service delivery
  • PRINCE2 framework for government project management
  • Lean principles for government service optimization

Requirements

This section is currently unpopulated with content for government use. Please refer to additional resources or contact the relevant agency for more information.

 14 Hours

Number of participants


Price per participant

Runs with a minimum of 4 + people. For 1-to-1 or private group training, request a quote.

Testimonials (1)

I really like the communication skills

Javed Ahmed - Sharjah Documentation & Archive Authority
Course - ITIL Foundation V4

Upcoming Courses

ITIL v5

2026-03-10 09:30
14 hours
San Jose, CA - Downtown
$ 2703 (Online)
$ 3903 (Classroom)

ITIL v5

2026-03-24 09:30
14 hours
San Diego, CA - Little Italy
$ 2703 (Online)
$ 3903 (Classroom)

ITIL v5

2026-04-07 09:30
14 hours
Sacramento, CA - Promenade Circle
$ 2703 (Online)
$ 3903 (Classroom)

ITIL v5

2026-04-21 09:30
14 hours
Los Angeles, CA - US Bank Tower
$ 2703 (Online)
$ 3903 (Classroom)

ITIL v5

2026-05-05 09:30
14 hours
San Francisco, CA - Golden Gate
$ 2703 (Online)
$ 3903 (Classroom)

ITIL v5

2026-05-19 09:30
14 hours
Denver, CO - Denver Place
$ 2703 (Online)
$ 3903 (Classroom)

Related Courses

ITIL® 4 Strategic Leader Digital and IT Strategy (DITS)

 21 Hours
This course embarks on a comprehensive journey through digital strategy. It employs an iterative, eight-step model that progresses from "vision" to "actions," focusing on building sustainable digital momentum. Participants will explore the four core competencies essential for developing a robust digital capability framework: digital leadership, innovation and emerging technology management, risk assessment, and organizational structuring for digital transformation. Designed for government officials in senior roles such as CIOs, chief digital officers, and other aspiring CxOs, as well as consultants involved in digital transformations, service delivery, and strategic initiatives, this course offers valuable insights and practical skills. By the end of the course, participants will gain a clear understanding of: - The internal and external factors to consider when crafting a digital strategy for government - The distinctions between IT strategy and digital strategy, and how to integrate them effectively - How to create a digital strategy that maximizes value from digital initiatives - The processes for implementing and sustaining a digital strategy - Techniques for developing and nurturing digital capabilities to drive continuous innovation and value creation in the public sector
Read more...

ITIL®️ 4 Practice Manager

 21 Hours
Defined as “a set of organizational resources for performing work or accomplishing an objective,” there are 34 ITIL management practices in total, representing some of the most practical resources within the ITIL framework. While ITIL 4 Foundation introduces these management practices as foundational concepts, hands-on learning and application occur through specific practice modules. Certification validates the skills acquired through these courses. Each individual practice course is designed for professionals aiming to demonstrate their proficiency in particular areas. However, certification as a Practice Manager for government requires a broader set of skills across a minimum of five practices that fall within three management practice domains: - Monitor, Support, and Fulfill - Plan, Implement, and Control - Collaborate, Assure, and Improve For IT professionals interested in achieving the Practice Manager qualification for government, the goal is to establish effective cross-practice collaboration and service value streams within your organization. To attain this certification, you must complete any five individual practices plus the ITIL Specialist: Create, Deliver and Support module, or you can complete one of the three-day domain-based bundles along with the ITIL Specialist: Create, Deliver and Support module.
Read more...

ITIL® Foundation V4

 14 Hours
This course is designed for government employees and IT staff who need an understanding of IT Service Management to enhance the delivery of better value to citizens. It is appropriate for all IT personnel and management within federal agencies, as well as stakeholders who collaborate closely with IT to support mission-critical requirements. This course is also tailored for students seeking the ITIL® 4 Foundation certification and preparing for the ITIL® 4 Foundation exam. ITIL 4® Foundation enables candidates to view IT Service Management through an end-to-end operating model for the creation, delivery, and continual improvement of technology-enabled products and services. **ITIL 4® Foundation equips candidates with:** - A holistic approach to facilitating the co-creation of value with citizens and other stakeholders in the form of products and services - The guiding principles of ITIL 4® - The four dimensions of Service Management - Key concepts from Lean, Agile, DevOps, and their importance in delivering business value - How ITIL practices described in ITIL 4® will maintain the value and importance provided by current ITIL® processes, while also expanding to integrate with different areas of service management and IT, from demand to value **Who is ITIL 4® Foundation for:** ITIL 4® Foundation is suitable for individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within government agencies. The certification also applies to IT professionals working within organizations that have adopted ITIL® and need to be aware of and contribute to the overall service improvement program. ITIL 4® continues to support the ITSM community while expanding its reach to a wider range of professionals working in the digital world, guiding how IT interfaces with and leads broader government strategies.
Read more...

ITSM Fundamentals (ITIL 4-Based)

 14 Hours
This instructor-led, live training in [location] (online or onsite) is aimed at intermediate-level IT professionals and ICT service managers who wish to understand and apply IT Service Management (ITSM) fundamentals and practices based on ITIL 4. By the end of this training, participants will be able to: - Understand key concepts and the structure of ITIL 4. - Apply service design and architecture practices aligned with ITIL 4 principles for government. - Implement effective delivery and sustainability of ICT services. - Evaluate real-world cases and simulate ITSM practices.
Read more...

Related Categories

ITIL®
ITIL®