ITIL® 4 Specialist: Monitor, Support and Fulfil & Scrum Product Owner:in (PSPO I)
Program Objectives

This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Customer Service Representatives; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.

Practical Application for Customer Service Representatives

The following typical tasks from the daily work of Customer Service Representatives serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:

  • Escalation workflows
  • Service calls
  • Feedback syntheses
  • Complaints handling
  • Service-level reports
Content

The program covers the foundational principles of ITIL® 4, including key practices such as Incident Management, Problem Management, Service Request Management, and Event Management. Participants will explore the roles of people, technology, and partners within these processes, focusing on data streams, automation, and the function of the Service Desk. The curriculum emphasizes effective strategies for managing incidents, service requests, and problems to ensure efficient service delivery and value streams.

The Scrum Product Owner module introduces participants to the agile world, covering Scrum principles, events, and artifacts. Key areas include defining product vision and strategy, managing the Product Backlog, release and sprint planning, and stakeholder management. The role of the Scrum Master and product value maximization are also discussed. An excursion into the realm of generative Artificial Intelligence is included.

Learning Objectives

Upon completion of this program, participants will be able to:

  • Understand and apply ITIL® 4 concepts for monitoring, support, and fulfillment.
  • Effectively manage incidents, service requests, and problems within an IT service environment.
  • Analyze and optimize event management processes.
  • Comprehend the structure and application of the Scrum framework.
  • Fulfill the responsibilities of a Scrum Product Owner, including backlog management and sprint planning.
  • Integrate customer feedback and manage stakeholders effectively.
  • Understand the basics of generative Artificial Intelligence.
  • Prepare for and pass the Scrum Product Owner I (PSPO I) certification exam.

Career Prospects

This program is designed for individuals seeking to advance their careers in IT Service Management and Agile project delivery. It is relevant for roles such as IT Service Desk Analysts, Incident Managers, Problem Managers, Service Request Managers, and aspiring or current Scrum Product Owners. The acquired skills are applicable in various IT environments requiring efficient service delivery, operational support, and agile product development.