Foundational shift from IT service management to digital product and service management.
Core evolution from ITIL 4; central to ITIL 5.
Welcome to the world of ITIL 5! Have you ever wondered how your favourite apps, games, or even the schoolās website always seem to work? Or why some services are fast and others are slow? ITIL 5 is a set of smart ideas that help people build, run, and improve digital servicesālike apps, websites, and online toolsāso that they are useful and reliable.
In this first module, we will discover the basics of ITIL 5. We will learn what a āserviceā is, who uses it, and why we need rules to make services better. By the end of this module, you will see that ITIL 5 is not just for tech expertsāit is for anyone who wants to make things work well for others.
By the end of this module, you will be able to:
Imagine there is a tuckāshop at your school. But this tuckāshop is magicalāit sells snacks using a special app on your phone. You order, and the snack appears in your classroom in two minutes! Everyone loves it.
But one day, the app stops working. The snacks arrive late, or they are cold. Some students get the wrong items. The tuckāshop owner is confused. They have plenty of snacks, but the service is broken. The owner decides to use ITIL 5 to fix things. They write down how orders should be handled, make sure the app is fast, and even ask students what they want. Soon, the tuckāshop is better than ever!
This story shows that ITIL 5 is about making services work well so that everyone is happy.
Definition: A service is something that helps you do something, without you owning it. For example, when you watch a video on YouTube, you are using a service. You do not own YouTube, but you get the benefit of watching videos.
Why it matters: Services are everywhereāschools, hospitals, banks, and even your parentsā jobs. ITIL 5 helps make services better.
Simple explanation: Think of a service as a āhelperā. You ask for help, and the helper gives you what you need.
Realālife example: Ordering food online. The food is the product; the delivery is the service.
School example: The school library lends you books. That is a service.
Home example: Your parents pay for electricity. The electricity company provides a service (power) so you can watch TV.
Nigerian example: Using the Jumia app to buy clothes. Jumia provides the service of delivering the clothes to your house.
Illustration:
You (User) ā ask for help ā Service (Helper) ā gives you what you need
Mini summary: A service is a helper that gives you value. You donāt own it, but you use it.
Definition: A product is something you can touch or own. A service is something you experience or use.
Why it matters: ITIL 5 focuses on services, but it also cares about the products that support services.
Simple explanation: A product is like a toy you keep. A service is like a ride on a rollerācoasterāyou enjoy it, but you donāt take it home.
Realālife example: A mobile phone (product) and the network connection (service).
School example: A textbook (product) and the teacherās lesson (service).
Home example: A fridge (product) and the repairman who fixes it (service).
Nigerian example: A recharge card (product) and the airtime you use to call (service).
Illustration:
Product (you own) Service (you use) ------------------ ------------------ Phone vs. Mobile network Shoes vs. Shoe polishing Book vs. Reading the book online
Mini summary: You own products; you use services. Both are important.
Definition: Value is the benefit you get from a service. If a service makes you happy, saves time, or solves a problem, it has value.
Why it matters: ITIL 5 is all about creating value for the people who use services.
Simple explanation: Value is like āwhatās in it for me?ā If you get something good, thatās value.
Realālife example: A rideāsharing app takes you to school quicklyāthat saves time, so it gives you value.
School example: A good teacher explains difficult topics simplyāthatās value.
Home example: A washing machine saves your parents timeāthatās value.
Nigerian example: Using Paystack to pay for things onlineāit is fast and safe, so it gives value.
Illustration:
Service ā provides ā Value (benefit)
| |
| +--- saves time
| +--- saves money
| +--- makes you happy
Mini summary: Value is the good thing you get from a service.
Definition: The service journey is the path you take from wanting a service to using it and then maybe stopping it.
Why it matters: If we understand the journey, we can make every step better.
Simple explanation: It is like going on a trip. You plan, you travel, you arrive, and you may come back later.
Realālife example: You want to watch a movie on Netflix. You sign up, search for the movie, watch it, and then maybe cancel.
School example: You register for a club, attend meetings, and participate.
Home example: You ask your parents for new shoes. They buy them, you wear them, and after a while you get new ones.
Nigerian example: You open a GTBank account, deposit money, use the app, and maybe close the account one day.
Illustration:
1. Want ā 2. Find ā 3. Get ā 4. Use ā 5. Stop (or continue)
Mini summary: The service journey is the full story of using a service.
Definition: The service provider gives the service. The service consumer uses the service. Sometimes there is a vendor who sells the product behind the service.
Why it matters: ITIL 5 helps these people work together smoothly.
Simple explanation: The provider is like the chef, the consumer is like the person eating, and the vendor is like the farmer who grew the vegetables.
Realālife example: MTN provides the network (provider), you use it (consumer), and Huawei makes the equipment (vendor).
School example: The school provides education (provider), you are the student (consumer), and the textbook company is the vendor.
Home example: Your parents provide food (provider), you eat (consumer), and the shop sells the food (vendor).
Nigerian example: DStv provides TV (provider), you watch (consumer), and they use satellite equipment from vendors.
Illustration:
Vendor ā Provider ā Consumer (makes) (gives) (uses)
Mini summary: Three roles: vendor, provider, consumer. ITIL 5 helps them all.
Definition: The four dimensions are four big areas that we must think about to make a service work well: (1) Organizations and People, (2) Information and Technology, (3) Partners and Suppliers, and (4) Value Streams and Processes.
Why it matters: If you forget one dimension, the service might fail.
Simple explanation: It is like baking a cake. You need ingredients, an oven, a recipe, and someone to bake it. All four are needed.
Realālife example: To run a bank app, you need developers (people), computers (tech), payment partners (suppliers), and the steps to transfer money (process).
School example: A school needs teachers (people), classrooms (tech), book suppliers (suppliers), and a timetable (process).
Home example: To have dinner, you need your family (people), the stove (tech), the grocery store (suppliers), and the recipe (process).
Nigerian example: Flutterwave has employees (people), software (tech), bank partners (suppliers), and transaction steps (process).
Illustration:
+----------------------------+ | THE FOUR DIMENSIONS | +----------------------------+ 1. Organizations & People 2. Information & Technology 3. Partners & Suppliers 4. Value Streams & Processes
Mini summary: Four things must work together: people, technology, partners, and processes.
Definition: The ITIL Value System is a big picture of how all the parts (principles, governance, practices, etc.) come together to create value.
Why it matters: It helps us see the whole system, not just one piece.
Simple explanation: It is like a soccer team. You have players, a coach, rules, and a game plan. All together they win matches.
Realālife example: A hospital uses the value system to treat patients well, from the doctors to the medicines to the appointment system.
School example: The school system includes students, teachers, the principal, the curriculum, and exams.
Home example: Your family has parents, children, rules, and choresāall working together.
Nigerian example: Nigerian Ports Authority uses a system of people, ships, cranes, and processes to move goods.
Illustration:
+--------------------------+
| ITIL VALUE SYSTEM |
+--------------------------+
| Guiding Principles |
| Governance |
| Service Value Chain |
| Management Practices |
| Continual Improvement |
+--------------------------+
|
V
Creates VALUE
Mini summary: The value system is the whole machine that makes value.
Definition: Guiding principles are simple rules that help us make good decisions. There are seven of them in ITIL 5.
Why it matters: They are like a compassāthey show us the right direction.
Simple explanation: Think of them as ālife hacksā for service management.
Realālife example: One principle is āFocus on Value.ā So before adding a new feature to an app, ask: does this give value to users?
School example: A teacher uses āStart Where You Areāāthey donāt start from scratch; they use what students already know.
Home example: āKeep it Simpleā means you donāt use ten spices if five are enough.
Nigerian example: A small business owner uses āOptimize and Automateā by using a POS machine instead of counting cash manually.
Illustration:
1. Focus on Value 2. Start Where You Are 3. Progress Iteratively with Feedback 4. Collaborate and Promote Visibility 5. Think and Work Holistically 6. Keep it Simple and Practical 7. Optimize and Automate
Mini summary: Seven rules that guide us to make better services.
Definition: Governance is the way decisions are made and who makes them. It is like the ābossā of the service.
Why it matters: Without governance, people might do different things and the service becomes messy.
Simple explanation: Governance is like the referee in a football match. The referee makes sure everyone follows the rules.
Realālife example: In a company, the board of directors makes big decisionsāthat is governance.
School example: The school principal governs the school by setting rules.
Home example: Your parents govern the home by deciding bedtimes.
Nigerian example: The Nigerian Communications Commission (NCC) governs how telecom companies work.
Illustration:
Governance = Decisionāmaking
|
+--- Evaluate
+--- Direct
+--- Monitor
Mini summary: Governance is about making rules and decisions.
Definition: Continual improvement means always trying to make the service better, little by little.
Why it matters: Things change, and we must change too. A service that never improves becomes old.
Simple explanation: It is like practising a sport. Every day you get a little better.
Realālife example: A social media app adds new features every monthāthat is continual improvement.
School example: Your teacher asks for feedback and changes the lesson to make it more fun.
Home example: Your parents try a new recipe to make dinner tastier.
Nigerian example: Kuda Bank updates its app regularly to fix bugs and add new options.
Illustration:
Plan ā Do ā Check ā Act (then repeat)
ā |
+---------------------+
Mini summary: Always improve, step by step.
Definition: AI (Artificial Intelligence) is when computers learn to do things that normally need human brains, like understanding speech or making decisions. ITIL 5 includes AI to help services work smarter.
Why it matters: AI can do boring tasks fast, so people can focus on creative work.
Simple explanation: AI is like having a superāsmart assistant that never sleeps.
Realālife example: Chatbots that answer your questions on a website are AI.
School example: An AI tool that helps you check your spelling.
Home example: A smart speaker that plays your favourite music when you ask.
Nigerian example: Smile ID uses AI to verify peopleās identity for banks.
Illustration:
User asks a question ā AI understands ā AI gives answer ā Happy user
Mini summary: AI helps services by doing tasks automatically.
Definition: Other frameworks like DevOps (development + operations) and PRINCE2 (project management) work together with ITIL. They are like different tools in a toolbox.
Why it matters: Using ITIL with other frameworks makes everything stronger.
Simple explanation: ITIL is like a recipe, DevOps is like a cooking technique, and PRINCE2 is like the meal plan. All help to make a great meal.
Realālife example: A software company uses ITIL for services, DevOps for building software, and PRINCE2 for project planning.
School example: A science fair uses project management (PRINCE2), teamwork (DevOps), and service thinking (ITIL) to organize it.
Home example: Planning a party uses project management, cooking uses techniques, and serving guests uses service thinking.
Nigerian example: A fintech like Paga uses ITIL for its payment service, DevOps to build new features, and PRINCE2 to launch projects.
Illustration:
+----------+ +----------+ +----------+
| ITIL | + | DevOps | + | PRINCE2 |
| (service)| | (build) | | (plan) |
+----------+ +----------+ +----------+
| | |
+---------------+
|
Strong Digital Service
Mini summary: ITIL works well with other frameworks to create amazing services.
| Word | Simple definition |
|---|---|
| Service | A helper that gives you something useful (like a bus ride). |
| Product | Something you own (like a toy or a book). |
| Value | The good thing you get from a service (like saving time). |
| Provider | The person or company that gives the service. |
| Consumer | The person who uses the service. |
| Vendor | The person who sells the products behind the service. |
| Governance | The rules and decisions that guide the service. |
| AI (Artificial Intelligence) | Computers that can think and learn like humans (a bit). |
| Improvement | Making something better than before. |
1. Identify ā 2. Ask ā 3. Plan ā 4. Make ā 5. Check ā 6. Repeat
Parents can help children understand services by talking about the ones they use daily: paying bills, ordering food, or using the bank. Ask: āWhat do you like about this service? What would you change?ā
Start ā Plan ā Build ā Test ā Launch ā Improve ā Repeat
Is the service working well?
|
+--- Yes ā Keep doing it
|
+--- No ā Improve it
| Product | Service |
|---|---|
| You own it | You use it |
| Physical (e.g., phone) | Often digital (e.g., app) |
| Oneātime payment | Can be subscription |
| Doesn't change much | Can be improved constantly |
In this module, we learned that ITIL 5 is about making digital services better. We defined services, products, and value. We met the four dimensions and the value system. We learned about governance, continual improvement, and AI. We saw examples from Nigeria and from everyday life. We also learned that ITIL works with other frameworks like DevOps and PRINCE2.
You now have the foundation to understand how services work and how to improve them. This is just the beginning!
Match the word to the correct meaning.
| Word | Meaning |
|---|---|
| 1. Service | A. The benefit you get |
| 2. Value | B. A helper that gives you something |
| 3. Governance | C. Making decisions and rules |
| 4. AI | D. Computers that learn |
Answers: 1-B, 2-A, 3-C, 4-D
Scenario 1: The school canteen app is slow. Students complain. What would you do using ITIL 5?
Hint: Ask users, find the problem, plan a fix, test it, and repeat.
Scenario 2: A new streaming service launches in Nigeria, but it buffers a lot. How can ITIL 5 help?
Hint: Check the four dimensionsāmaybe the network (technology) or partners (ISPs) need improvement.
In groups of 3ā4, think of a service you all use (like a game or a delivery app). Draw the service journey on paper. Show each step from āwantingā to āstoppingā. Present to the class.
Write down three services you used today. For each one, write what value it gave you. Then write one thing you would improve.
Create a poster (or a digital drawing) that shows the four dimensions of ITIL 5 with examples from your school. Present it to the class.
Interview a small business owner (or your parents) about a service they provide or use. Ask: What is the service? Who are the consumers? What value does it give? What problems do they face? Write a oneāpage report.
In Module 2, we will go deeper into the ITIL Value System. We will explore each component in detail: the guiding principles, governance, the service value chain, management practices, and continual improvement. We will also start to learn about value stream mappingāa tool to see how work flows from start to finish.
To prepare, think about a service you use and try to map out its value chain. What are the steps from start to end?
End of Module 1 Ā· ITIL 5 Foundation
In Module 1, we learned what a service is, why value matters, and we met the four dimensions. Now, in Module 2, we will look inside the engine that makes ITIL 5 work: the ITIL Value System. Think of it like the engine of a car. The engine takes fuel (input) and turns it into movement (value).
We will explore the five parts of this system: Guiding Principles, Governance, Service Value Chain, Management Practices, and Continual Improvement. We will also zoom in on the Service Value Chain ā the six activities that turn ideas into valuable services.
By the end, you will understand how all these pieces fit together like a puzzle to create amazing services.
Your school is organising a big festival. There are many things to do: book the hall, invite performers, sell tickets, arrange food, and clean up afterwards. The principal creates a festival committee with teachers and students.
The committee has a plan (value system). They follow rules (governance) and use checklists (practices). They break the work into steps: plan the event, invite guests, run the event, and collect feedback. They also always ask: āHow can we do better next year?ā (continual improvement).
Thatās exactly how the ITIL Value System works! Itās a team effort with clear steps, rules, and a focus on improvement.
Definition: The ITIL Value System is the complete set of components that work together to create value through services.
Why it matters: It gives us a birdāsāeye view of everything that affects a service.
Simple explanation: It is like a recipe book. The value system is the whole book; each recipe is a service.
Realālife example: A hospital has a value system: doctors, nurses, medicine, appointment systems, and feedback forms.
School example: The school system includes students, teachers, curriculum, exams, and parent meetings.
Home example: Your familyās dinner system: groceries, cooking, eating, and washing dishes.
Nigerian example: Flutterwave has a value system that includes developers, partners, payment processes, and customer support.
Illustration:
+---------------------------------------+
| ITIL VALUE SYSTEM |
+---------------------------------------+
| 1. Guiding Principles |
| 2. Governance |
| 3. Service Value Chain |
| 4. Management Practices |
| 5. Continual Improvement |
+---------------------------------------+
|
V
Creates VALUE
Mini summary: The value system is the whole machine that makes value.
Definition: There are five main pieces: (1) Guiding Principles, (2) Governance, (3) Service Value Chain, (4) Management Practices, and (5) Continual Improvement.
Why it matters: You need all five to build great services.
Simple explanation: Like a car needs wheels, engine, steering, fuel, and brakesāall five.
Realālife example: A restaurant needs a menu (principles), manager (governance), cooking steps (value chain), recipes (practices), and taste tests (improvement).
School example: A class needs rules (principles), principal (governance), lesson plan (value chain), teaching methods (practices), and feedback (improvement).
Home example: A weekend trip needs a plan (principles), parents (governance), packing steps (value chain), packing list (practices), and learning for next time (improvement).
Nigerian example: Kuda Bank uses principles (customer first), governance (board), value chain (transactions), practices (security), and improvement (app updates).
Illustration:
1. Principles ā 2. Governance ā 3. Value Chain
|
+--- 4. Practices
+--- 5. Improvement
Mini summary: Five parts work together as one system.
Definition: The seven guiding principles are like a compass that points you in the right direction.
Why it matters: They help you make good decisions quickly.
Simple explanation: They are like ārules of thumbā for life.
Realālife example: A company follows āFocus on Valueā so they only add features that users want.
School example: A teacher uses āStart Where You Areā by building on what students already know.
Home example: āKeep it Simpleā means not overācomplicating chores.
Nigerian example: A small shop owner uses āOptimize and Automateā by using a POS machine.
Illustration:
1. Focus on Value 2. Start Where You Are 3. Progress Iteratively with Feedback 4. Collaborate and Promote Visibility 5. Think and Work Holistically 6. Keep it Simple and Practical 7. Optimize and Automate
Mini summary: Seven rules to guide all your decisions.
Definition: Governance is the system of rules and decisions that directs the service. It is like the steering wheel of a car.
Why it matters: Without governance, people go in different directions.
Simple explanation: Governance is who decides what and how.
Realālife example: A companyās board of directors governs by approving budgets.
School example: The school board governs by setting school hours.
Home example: Parents govern by setting screen time limits.
Nigerian example: The Central Bank of Nigeria governs how banks operate.
Illustration:
Governance:
1. Evaluate (look at the situation)
2. Direct (give orders / set rules)
3. Monitor (check if everything is okay)
Mini summary: Governance is about making rules and checking they are followed.
Definition: The Service Value Chain is a set of six activities that turn inputs (like ideas) into outputs (valuable services).
Why it matters: It is the core work that creates value.
Simple explanation: It is like a factory assembly line. Raw materials go in, and a finished product comes out.
Realālife example: A pizza place: take order ā prepare dough ā add toppings ā bake ā deliver ā get feedback.
School example: A science fair project: plan ā gather materials ā build ā test ā present ā get feedback.
Home example: Making breakfast: decide what to eat ā get ingredients ā cook ā serve ā eat ā clean.
Nigerian example: Jumia delivery: order received ā pick item ā pack ā ship ā deliver ā get rating.
Illustration:
+-------------------------------------------------------+ | SERVICE VALUE CHAIN (6 activities) | +-------------------------------------------------------+ 1. Plan ā 2. Improve 3. Engage ā 4. Design & Transition 5. Obtain / Build ā 6. Deliver & Support
Mini summary: Six activities that turn effort into value.
Definition: Planning means figuring out what you want to achieve and how to get there.
Why it matters: A good plan saves time and prevents mistakes.
Simple explanation: It is like drawing a map before a journey.
Realālife example: A project manager creates a timeline.
School example: You plan your study schedule before exams.
Home example: Planning a birthday party: guest list, food, games.
Nigerian example: Paystack plans new features based on customer requests.
Illustration:
Plan: 1. Set goals 2. Decide steps 3. Assign tasks 4. Set deadlines
Mini summary: Plan first to know where you are going.
Definition: Improvement means making things better over time.
Why it matters: Services that donāt improve become outdated.
Simple explanation: It is like upgrading your phone to a new version.
Realālife example: Social media apps release updates with new features.
School example: A teacher changes a lesson based on student feedback.
Home example: You learn to make a better omelette after each try.
Nigerian example: OPay adds new bill payment options regularly.
Illustration:
Improve cycle: Plan ā Do ā Check ā Act ā (repeat)
Mini summary: Always look for ways to get better.
Definition: Engaging means talking to customers, partners, and other people to understand their needs.
Why it matters: If you donāt talk to users, you donāt know what they want.
Simple explanation: It is like asking your friend what snack they like before buying.
Realālife example: A company sends surveys to customers.
School example: The student council asks classmates for suggestions.
Home example: Parents ask children what they want for dinner.
Nigerian example: Chipper Cash listens to users on social media.
Illustration:
Engage: 1. Ask questions 2. Listen to answers 3. Understand needs 4. Build trust
Mini summary: Talk to people to know what they need.
Definition: Design means creating the service; transition means moving it from development to real use.
Why it matters: This is where the service is actually built and launched.
Simple explanation: It is like baking a cake (design) and then bringing it to the party (transition).
Realālife example: Designing a new app and then releasing it on the App Store.
School example: Designing a new school logo and then printing it on shirts.
Home example: Designing a garden layout and then planting the seeds.
Nigerian example: Gokada designing a new delivery route and then rolling it out.
Illustration:
Design ā Build ā Test ā Release
Mini summary: Design and transition turn ideas into reality.
Definition: This means getting the resources you need (obtain) or making them yourself (build).
Why it matters: You cannot deliver a service without resources.
Simple explanation: It is like buying eggs (obtain) or raising chickens (build).
Realālife example: A software company buys servers (obtain) or develops its own code (build).
School example: The school buys textbooks (obtain) or creates its own worksheets (build).
Home example: Buying bread (obtain) or baking it (build).
Nigerian example: MTN obtains network towers from vendors and builds its own software.
Illustration:
Obtain ā from outside Build ā from inside
Mini summary: Get or make what you need to deliver the service.
Definition: This is the final stage: giving the service to users and helping them if they have problems.
Why it matters: This is where the user actually experiences the service.
Simple explanation: It is like serving dinner and then helping if someone spills a drink.
Realālife example: A streaming service delivers videos and offers customer support.
School example: The school delivers lessons and offers extra help for struggling students.
Home example: You deliver a gift and help wrap it.
Nigerian example: DStv delivers TV content and has a call centre for support.
Illustration:
Deliver ā Give the service Support ā Help when needed
Mini summary: Deliver the service and be ready to help.
Definition: Management practices are the skills and methods that support the value chain. They are like tools in a toolbox.
Why it matters: Without tools, you cannot do the work.
Simple explanation: They are the āhowātoā for each activity.
Realālife example: Project management, security management, and change management are all practices.
School example: Time management and study skills are practices for students.
Home example: Cooking skills and cleaning routines are practices.
Nigerian example: Interswitch uses security practices to protect transactions.
Illustration:
+------------------+ | Management | | Practices | +------------------+ - Project management - Security - Change management - Incident management - and more...
Mini summary: Practices are the skills needed to execute the value chain.
Definition: Continual improvement is the ongoing effort to make services better. It is not a oneātime fix.
Why it matters: The world changes, and services must change too.
Simple explanation: It is like learning a new level in a gameāyou get better with practice.
Realālife example: A car manufacturer improves safety features every year.
School example: A school improves its sports program based on student feedback.
Home example: You improve your morning routine to be faster.
Nigerian example: Bankly improves its savings app based on user reviews.
Illustration:
Continual Improvement Cycle: Plan ā Do ā Check ā Act ā (repeat)
Mini summary: Keep improving, little by little.
Definition: The value chain activities are the āwhatā and the practices are the āhowā. They work handāināhand.
Why it matters: Together they make the service work smoothly.
Simple explanation: The value chain is the recipe; the practices are the cooking techniques.
Realālife example: To deliver a pizza (value chain), you need cooking, driving, and customer service (practices).
School example: To run a school play (value chain), you need directing, acting, and stage management (practices).
Home example: To have a clean house (value chain), you need sweeping, mopping, and organising (practices).
Nigerian example: Paga uses value chain (transfer money) and practices (cybersecurity, customer support).
Illustration:
Value Chain (what) + Practices (how) = Great Service
Mini summary: The value chain and practices are partners.
Definition: Letās see how all parts of the value system work together in one real scenario.
Scenario: A school wants to start a lunch delivery service for students.
Mini summary: All pieces work together to create a valuable service.
| Word | Simple definition |
|---|---|
| Value System | The whole set of components that create value. |
| Value Chain | The six activities that turn inputs into outputs. |
| Governance | Rules and decisions that guide the service. |
| Management Practices | Skills and methods used to do the work. |
| Continual Improvement | Always trying to get better. |
| Engage | Talk and listen to users and partners. |
| Transition | Move from development to real use. |
1. Plan ā 2. Engage ā 3. Design/Transition ā 4. Obtain/Build ā 5. Deliver/Support ā 6. Improve ā (back to Plan)
Parents can help children see the value system in action by planning a family event together. Show how you plan, ask everyone for ideas, gather supplies, run the event, and then discuss what could be better next time.
+-------------------------------------------------+ | SERVICE VALUE CHAIN | +-------------------------------------------------+ | | | 1. Plan ā 2. Improve ā 3. Engage | | ā ā | | 4. Design & Transition ā 5. Obtain/Build | | ā ā | | 6. Deliver & Support ā (back to Plan) | | | +-------------------------------------------------+
| Value Chain (what) | Management Practices (how) |
|---|---|
| Plan | Strategy, Project Management |
| Improve | Continual Improvement, Change Management |
| Engage | Relationship Management, Communication |
| Design & Transition | Design, Testing, Deployment |
| Obtain / Build | Procurement, Development, Sourcing |
| Deliver & Support | Operations, Incident Management, Support |
In Module 2, we explored the ITIL Value System ā the engine that drives service management. We learned about its five components: Guiding Principles, Governance, Service Value Chain, Management Practices, and Continual Improvement. We focused on the Service Value Chain with its six activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support. We saw how governance directs the system and how practices provide the necessary skills. We also learned that continual improvement is a cycle that never stops.
You now understand the core structure of ITIL 5. This is the foundation for all the other modules.
Match the value chain activity to its description.
| Activity | Description |
|---|---|
| 1. Plan | A. Talk to users and partners |
| 2. Engage | B. Make things better over time |
| 3. Improve | C. Set goals and make a map |
Answers: 1-C, 2-A, 3-B
Scenario 1: A new social media app for Nigerian teens is launching. How would you use the value chain to ensure it is successful?
Hint: Plan (content strategy), Engage (ask teens what they want), Design (cool features), Obtain (servers), Deliver (downloadable app), Support (moderation), Improve (based on feedback).
Scenario 2: A school wants to improve its online learning platform. Which value chain activities would you focus on?
Hint: Engage (ask students and teachers), Improve (fix bugs), Design (better interface), Deliver (accessible platform).
In groups, choose a service (like a food delivery app). Draw the value chain for that service and label each of the six activities. Present your drawing to the class.
Think of a service you use (e.g., a game or a streaming service). Write down how each of the six value chain activities applies to that service.
Create a poster that shows the ITIL Value System with all five components. Use drawings or cutāouts. Display it in the classroom.
Interview a local business owner about how they plan, deliver, and improve their services. Map their process to the six value chain activities. Write a short report.
In Module 3, we will dive into the ITIL Guiding Principles in much more detail. We will explore each of the seven principles with many examples and learn how to apply them in real situations. We will also start to learn about value stream mapping ā a tool that helps us see the flow of work and find areas for improvement.
To prepare, think of a service you know well and try to identify which guiding principles are already being used. For example, does the service āFocus on Valueā? Does it āKeep it Simpleā?
End of Module 2 Ā· ITIL 5 Foundation
Welcome to Module 3! In Module 1, we learned what a service is. In Module 2, we explored the ITIL Value System and the Service Value Chain. Now, we will focus on two powerful tools: the Seven Guiding Principles and Value Stream Mapping.
The guiding principles are like a compass that helps us make good decisions every day. They are simple rules that we can use in any situation. Value stream mapping is a way to draw a picture of how work flows from start to finish, so we can see where we can improve.
By the end of this module, you will be able to use these principles and tools to make any service betterāwhether itās a school project, a family activity, or a big company service.
Chidi is a student in Lagos. He always does his homework, but sometimes he forgets to submit it on time. His teacher, Mrs. Ade, wants to help all students submit their homework without stress.
Mrs. Ade decides to use the guiding principles to fix the problem. She asks: āHow can we make this simple?ā She decides that students will submit homework using a special box in the classroom. She also creates a value stream map to see every step from āteacher gives assignmentā to āstudent gets gradeā. She finds that the biggest delay is students forgetting to put the homework in the box. So she puts a big reminder sign. Now, homework is always submitted on time!
This story shows how principles and mapping can solve everyday problems.
Definition: Guiding principles are simple rules that help us make good decisions. They are like a compass that points us in the right direction.
Why it matters: When we face a difficult choice, the principles help us choose the best option.
Simple explanation: They are like ālife hacksā for making decisions.
Realālife example: A doctor uses the principle āFirst, do no harmā to decide on treatment.
School example: A student uses āStart Where You Areā by using what they already know to solve a new math problem.
Home example: A parent uses āKeep it Simpleā by choosing a quick recipe for a busy evening.
Nigerian example: A shopkeeper uses āFocus on Valueā by stocking products that customers really need.
Illustration:
Guiding Principles = Compass š§ They show you the right direction.
Mini summary: Guiding principles are simple rules for good decisions.
Definition: Always ask: āWhat does the user really want?ā and āWhat benefit will they get?ā
Why it matters: If you donāt create value, nobody will want your service.
Simple explanation: Itās like baking a cake that everyone loves ā thatās value.
Realālife example: A streaming service adds a ādownloadā feature so users can watch offline ā thatās value.
School example: A teacher gives extra practice questions to help students prepare for exams ā thatās value.
Home example: You organise your study table so you can find things quickly ā thatās value.
Nigerian example: Jumia offers free delivery on some items ā thatās value.
Illustration:
Focus on Value: Always ask: āWhatās in it for the user?ā
Mini summary: Always put the userās benefit first.
Definition: Donāt try to start from zero. Use what you already have and build from there.
Why it matters: Starting from scratch takes too much time and resources.
Simple explanation: Itās like using an old recipe but adding one new ingredient.
Realālife example: A company improves its existing app instead of building a new one from scratch.
School example: A student uses their notes from last term to study for the new term.
Home example: You use leftover ingredients to make a new meal.
Nigerian example: MTN upgrades its network instead of building a completely new one.
Illustration:
Start Where You Are: Use what you have, then improve.
Mini summary: Donāt reinvent the wheel ā build on what exists.
Definition: Make small changes, get feedback, and then make more small changes. Donāt try to do everything at once.
Why it matters: Small steps are easier to manage and you can correct mistakes quickly.
Simple explanation: Itās like learning to ride a bike ā you start with training wheels, then remove them one by one.
Realālife example: A software company releases a new version every month instead of every year.
School example: You improve your essay by writing a draft, getting feedback, and then rewriting.
Home example: You improve your garden by planting a few seeds, seeing what grows, and then planting more.
Nigerian example: Flutterwave adds one new payment option at a time based on user requests.
Illustration:
Progress Iteratively: Step 1 ā Feedback ā Step 2 ā Feedback ā Step 3 ā ...
Mini summary: Small steps with feedback lead to big improvements.
Definition: Work together as a team and make sure everyone can see what is happening.
Why it matters: When people work together and share information, things go smoother.
Simple explanation: Itās like a football team ā everyone knows their position and the coach can see the whole field.
Realālife example: A project management tool like Trello shows all tasks to everyone.
School example: Group projects work better when everyone shares their work and progress.
Home example: A family calendar shows everyoneās activities so there are no conflicts.
Nigerian example: Paystack uses team meetings and dashboards to keep everyone informed.
Illustration:
Collaborate + Visibility = Team Success
Mini summary: Share information and work together as a team.
Definition: Look at the whole picture, not just one part. Understand how everything connects.
Why it matters: If you only focus on one part, you might break something else.
Simple explanation: Itās like looking at the whole puzzle, not just one piece.
Realālife example: When a company changes its website, it also checks how that affects the mobile app and customer service.
School example: A student studies all subjects, not just their favourite one, to pass exams.
Home example: When planning a party, you think about food, music, and guests all together.
Nigerian example: DStv considers content, pricing, and customer support together when launching a new package.
Illustration:
Holistic = Whole System +---------+---------+ | People | Tech | +---------+---------+ | Process | Partners| +---------+---------+
Mini summary: See the big picture, not just one small part.
Definition: Avoid unnecessary complexity. Use the simplest solution that works.
Why it matters: Simple things are easier to understand, use, and fix.
Simple explanation: Itās like using a spoon to eat soup instead of a fork.
Realālife example: A form with only 5 questions instead of 20 is simpler for users.
School example: A teacher uses short, clear instructions for assignments.
Home example: You organise your room by keeping only what you need.
Nigerian example: OPay has a simple interface that anyone can use.
Illustration:
Keep it Simple: If itās not needed, donāt add it.
Mini summary: Simple is better than complicated.
Definition: Make things as efficient as possible (optimize) and use technology to do repetitive tasks (automate).
Why it matters: This saves time and reduces errors.
Simple explanation: Itās like using a washing machine instead of washing clothes by hand.
Realālife example: A bank uses software to approve loans automatically.
School example: A teacher uses an app to grade multipleāchoice tests quickly.
Home example: You set a timer to remind you when to take the cake out of the oven.
Nigerian example: Kuda Bank automates account opening so you can open an account in 5 minutes.
Illustration:
Optimize ā Make it faster/better Automate ā Let machines do it
Mini summary: Make things efficient and use technology to help.
Definition: Value stream mapping is a tool that helps you draw a picture of every step in a process, from the start to the end.
Why it matters: It helps you see where time is wasted and where you can improve.
Simple explanation: Itās like drawing a map of a journey to see where you get stuck in traffic.
Realālife example: A factory maps the steps to build a car and finds that waiting for parts takes the most time.
School example: A student maps the steps to complete a project and sees that research takes the longest.
Home example: You map the steps to clean your room and find that sorting clothes takes the most time.
Nigerian example: Farmcrowdy maps the steps from planting to delivery and finds delays in transportation.
Illustration:
Value Stream Map: Step 1 ā Step 2 ā Step 3 ā Step 4 ā Done (draw arrows and note delays)
Mini summary: Value stream mapping is a picture of your process.
Definition: You start by listing all the steps, then you add the time each step takes, and then you look for ways to reduce waste.
Why it matters: It gives you a clear visual of where to improve.
Simple explanation: Itās like drawing a treasure map ā you need to see the whole path to find the treasure.
Realālife example: A hospital maps patient admission to discharge and finds that waiting for test results is the biggest delay.
School example: A teacher maps the process of marking homework and finds that collecting papers takes too long.
Home example: You map the steps to get ready for school and find that finding your uniform takes the most time.
Nigerian example: Gokada maps a delivery route and finds that traffic on a certain road causes delays.
Illustration:
1. List steps 2. Write time for each 3. Find waste 4. Improve
Mini summary: Mapping helps you see and fix problems.
Definition: Waste is anything that does not add value to the user. It can be waiting, extra steps, or mistakes.
Why it matters: Removing waste makes the service faster and cheaper.
Simple explanation: Waste is like carrying a heavy backpack full of things you donāt need.
Realālife example: Waiting for approval from a manager is waste.
School example: Copying notes by hand when you could take a photo is waste.
Home example: Walking back and forth to get tools is waste.
Nigerian example: Chipper Cash reduces waste by making transfers instant.
Illustration:
Types of Waste: 1. Waiting 2. Extra steps 3. Mistakes 4. Overproduction 5. Unused talent
Mini summary: Waste is anything that doesnāt help the user.
Definition: You can apply the guiding principles to fix the problems you find in your value stream map.
Why it matters: The principles give you ideas on how to improve.
Simple explanation: Itās like using a rule book to play a game better.
Realālife example: If you see waiting (waste), you can āOptimize and Automateā by using an app to speed up approvals.
School example: If you see that students donāt understand instructions, you can āKeep it Simpleā by making them clearer.
Home example: If you see that chores are confusing, you can āCollaborateā by making a schedule.
Nigerian example: Jumia uses āStart Where You Areā by improving their existing delivery routes instead of starting from scratch.
Illustration:
Map ā Find waste ā Apply principle ā Improve
Mini summary: Use the principles to fix problems you find in the map.
Definition: Letās map the process of ordering lunch from a school canteen.
Steps: 1. Decide what to eat ā 2. Walk to canteen ā 3. Wait in line ā 4. Order ā 5. Wait for food ā 6. Pay ā 7. Eat.
Waste: Waiting in line, waiting for food.
Improvement: The school could use an app to order food online (Optimize and Automate), so students can skip the line.
Mini summary: Even simple processes can be improved with mapping.
Definition: Letās map the process of paying electricity bills using an app like OPay.
Steps: 1. Open app ā 2. Select bill ā 3. Enter amount ā 4. Confirm payment ā 5. Get receipt.
Waste: Entering details multiple times.
Improvement: The app saves your details so you donāt have to reāenter them (Optimize and Automate).
Mini summary: Nigerian apps use these principles to make life easier.
Now you know the seven guiding principles and value stream mapping. Together, they form a powerful way to make any service better. You can use them in school, at home, or even in your future job.
Mini summary: Principles + Mapping = Better Services.
| Word | Simple definition |
|---|---|
| Guiding Principle | A simple rule that helps you make decisions. |
| Value Stream Map | A picture of all the steps in a process. |
| Waste | Anything that does not add value to the user. |
| Iterative | Doing things in small steps, one after another. |
| Holistic | Looking at the whole picture. |
| Optimize | Make something as efficient as possible. |
| Automate | Use technology to do tasks without human help. |
1. Map ā 2. Find Waste ā 3. Choose Principle ā 4. Improve ā 5. Test ā 6. Repeat
Parents can help children use these principles at home. For example, create a value stream map of the morning routine and see where time is wasted. Then apply āKeep it Simpleā or āOptimize and Automateā to make mornings smoother.
Teacher gives homework
|
V
Student writes it
|
V
Student submits (via box)
|
V
Teacher collects
|
V
Teacher marks
|
V
Student gets grade
+-----------------+
| Problem arises |
+-----------------+
|
V
+-----------------+
| Which principle |
| applies? |
+-----------------+
|
+--- Focus on Value
+--- Start Where You Are
+--- Progress Iteratively
+--- Collaborate
+--- Holistic
+--- Keep it Simple
+--- Optimize & Automate
| Principle | Action you can take |
|---|---|
| Focus on Value | Ask āWhat does the user want?ā |
| Start Where You Are | Use existing resources |
| Progress Iteratively | Make small changes |
| Collaborate | Work with others |
| Think Holistically | See the big picture |
| Keep it Simple | Remove unnecessary steps |
| Optimize & Automate | Use technology to help |
In Module 3, we learned about the seven guiding principles: Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep it Simple and Practical, and Optimize and Automate. We also learned about value stream mapping, which is a tool to draw a picture of a process and find waste. We saw many examples from Nigeria, school, and home.
These tools are very powerful. They help us make better decisions and improve any process, whether itās a school project, a family activity, or a big company service.
Match the principle to its description.
| Principle | Description |
|---|---|
| 1. Focus on Value | A. Use what you have |
| 2. Start Where You Are | B. Ask āWhat does the user need?ā |
| 3. Keep it Simple | C. Remove unnecessary steps |
Answers: 1-B, 2-A, 3-C
Scenario 1: A school canteen has long queues during lunch. Students waste time waiting. How would you use value stream mapping and the principles to solve this?
Hint: Map the process, find waste (waiting), apply āOptimize and Automateā by using an app for preāorders.
Scenario 2: A Nigerian delivery company always delivers packages late. What steps would you take to improve?
Hint: Map the delivery process, find delays (traffic, wrong addresses), apply āCollaborateā with drivers and āOptimizeā routes.
In groups, choose a simple process (like getting ready for school). Create a value stream map on a large sheet of paper. Identify at least two types of waste and suggest improvements using the guiding principles. Present to the class.
Think of a process you do every day (e.g., brushing your teeth or doing homework). Write down all the steps. Identify one waste and think of a way to remove it using a guiding principle.
Create a poster showing all seven guiding principles with an illustration for each. You can draw or use cutāouts. Display it in the classroom.
Choose a service in your community (e.g., a local shop, a bus service, or a school process). Interview someone who uses or provides that service. Create a value stream map of the process and suggest at least two improvements using the guiding principles. Write a oneāpage report.
In Module 4, we will dive into Management Practices. We will learn about the specific skills and methods needed to run a service, like project management, incident management, and change management. We will also explore how to handle problems and keep services running smoothly.
To prepare, think about a service you use and imagine what skills are needed to run it. For example, if itās a game, you need skills in coding, customer support, and marketing.
End of Module 3 Ā· ITIL 5 Foundation
Welcome to Module 4! In the first three modules, we learned about services, the value system, the value chain, guiding principles, and value stream mapping. Now, we will learn about the Management Practices ā the specific skills and methods that make services actually work.
Think of management practices as the tools in a toolbox. Just like a carpenter needs a hammer, a saw, and a measuring tape to build a house, service managers need practices like project management, incident management, change management, and many others to run a great service.
By the end of this module, you will know what the most important management practices are and how they help create value. You will also see many examples from Nigeria, school, and home.
Your school is organising a big talent show. Many students want to perform. The teachers need to manage everything: the stage, the sound, the performers, the tickets, and the schedule.
To make it successful, they use different management practices:
This story shows how management practices help run a big event smoothly.
Definition: Management practices are the skills, methods, and processes that people use to run services effectively.
Why it matters: Without these practices, services would be chaotic and unreliable.
Simple explanation: They are like the āhowātoā guides for getting things done.
Realālife example: A restaurant uses practices like inventory management (tracking food) and customer service (handling complaints).
School example: A teacher uses classroom management practices to keep students focused.
Home example: Your family uses meal planning and budgeting practices.
Nigerian example: Jumia uses logistics management practices to deliver packages.
Illustration:
Management Practices = Tools in a toolbox š§ Each tool helps you do a specific job.
Mini summary: Management practices are the skills and methods that make services work.
Definition: Project management is the practice of planning, organising, and controlling a project from start to finish.
Why it matters: It ensures that projects are completed on time and within budget.
Simple explanation: Itās like having a map for a journey ā you know where you are going and how to get there.
Realālife example: Building a new school building requires project management.
School example: A science fair project needs planning, research, and presentation.
Home example: Planning a birthday party ā you need to invite people, buy food, and organise games.
Nigerian example: Lagos State Government uses project management to build roads.
Illustration:
Project Management: 1. Start ā 2. Plan ā 3. Do ā 4. Check ā 5. Finish
Mini summary: Project management helps you get big tasks done successfully.
Definition: Change management is the practice of making changes to a service in a controlled and safe way.
Why it matters: Without change management, changes can cause problems and break things.
Simple explanation: Itās like updating a game ā you want to add new features without deleting your saved progress.
Realālife example: A bank updates its app with new features using change management.
School example: When the school changes the timetable, they announce it in advance.
Home example: When your family changes the dinner menu, they let everyone know.
Nigerian example: MTN uses change management when it upgrades its network.
Illustration:
Change Management: Request ā Assess ā Approve ā Implement ā Review
Mini summary: Change management makes sure changes are safe and wellāplanned.
Definition: Incident management is the practice of getting a service back to normal as quickly as possible when something goes wrong.
Why it matters: Users expect services to work ā when they donāt, you need to fix them fast.
Simple explanation: Itās like when you fall down and someone helps you get up quickly.
Realālife example: If a website crashes, the IT team restores it quickly.
School example: If the projector stops working during class, the teacher calls IT to fix it.
Home example: If the wifi stops working, you restart the router.
Nigerian example: Chipper Cash has a team that fixes transaction issues quickly.
Illustration:
Incident Management: Detect ā Diagnose ā Fix ā Test ā Resume Service
Mini summary: Incident management is about fixing problems quickly.
Definition: Problem management is the practice of finding the root cause of incidents so that they donāt happen again.
Why it matters: If you only fix the symptom, the problem may come back.
Simple explanation: Itās like not just patching a leaky pipe, but finding why it leaked and fixing that.
Realālife example: If a payment system fails often, problem management finds the bug in the code.
School example: If many students lose their homework, problem management finds that the submission box is unclear.
Home example: If the light bulb keeps burning out, you check the wiring.
Nigerian example: Paystack uses problem management to reduce transaction failures.
Illustration:
Problem Management: Incident occurs ā Investigate ā Find cause ā Fix permanently
Mini summary: Problem management prevents problems from happening again.
Definition: The service desk is the practice of providing a single point of contact for users to report issues or ask questions.
Why it matters: Users need a friendly, helpful place to go when they need help.
Simple explanation: Itās like the reception desk at a hotel ā you go there when you need anything.
Realālife example: A companyās helpdesk takes calls from employees who canāt log in.
School example: The school office is a service desk for students and parents.
Home example: A parent is the service desk for children who have questions.
Nigerian example: DStv has a call centre for customer support.
Illustration:
Service Desk: User ā asks a question ā Service desk ā solves or forwards
Mini summary: The service desk is where users go for help.
Definition: This practice is about using the continual improvement model to make services better over time.
Why it matters: Services must evolve to meet changing needs.
Simple explanation: Itās like leveling up in a game ā you get better as you play.
Realālife example: A social media app releases new features based on user feedback.
School example: A teacher changes lessons based on student performance.
Home example: You try a new recipe and adjust it to taste better.
Nigerian example: Kuda Bank adds new features based on customer suggestions.
Illustration:
Continual Improvement: Plan ā Do ā Check ā Act ā (repeat)
Mini summary: Always look for ways to improve.
Definition: Relationship management is the practice of building and maintaining good relationships with users, partners, and other stakeholders.
Why it matters: Good relationships lead to trust and longāterm success.
Simple explanation: Itās like being a good friend ā you listen and help.
Realālife example: A company hosts events for its customers to build loyalty.
School example: A teacher builds a good relationship with students by being approachable.
Home example: Parents build trust by keeping promises.
Nigerian example: OPay builds trust by providing reliable services.
Illustration:
Relationship Management: Listen ā Understand ā Help ā Follow up
Mini summary: Good relationships are built on trust and communication.
Definition: Portfolio management is the practice of deciding which projects and services to invest in.
Why it matters: You canāt do everything ā you need to choose the most valuable things.
Simple explanation: Itās like deciding which games to buy with your pocket money ā you pick the ones you like most.
Realālife example: A company decides to invest in a new product rather than an old one.
School example: A school decides to spend money on new computers instead of new uniforms.
Home example: Your parents decide to save for a holiday instead of buying a new TV.
Nigerian example: Flutterwave decides to invest in mobile payments.
Illustration:
Portfolio Management: 1. List options 2. Assess value 3. Choose the best 4. Invest
Mini summary: Portfolio management is about choosing the best things to invest in.
Definition: Risk management is the practice of identifying, assessing, and controlling risks.
Why it matters: If you donāt manage risks, things can go wrong.
Simple explanation: Itās like looking both ways before crossing the road.
Realālife example: A company buys insurance to protect against fire.
School example: The school has fire drills to prepare for emergencies.
Home example: You wear a helmet when riding a bike.
Nigerian example: GTBank uses risk management to prevent fraud.
Illustration:
Risk Management: 1. Identify risk 2. Assess impact 3. Plan to avoid or reduce 4. Monitor
Mini summary: Risk management helps you avoid problems before they happen.
Definition: Knowledge management is the practice of capturing, storing, and sharing information so that everyone can benefit.
Why it matters: If knowledge is not shared, people have to learn things the hard way.
Simple explanation: Itās like writing down a recipe so others can make it too.
Realālife example: A company has a wiki where employees share tips.
School example: The school library stores books and information for students.
Home example: You share a study tip with your sibling.
Nigerian example: NITDA shares digital skills resources online.
Illustration:
Knowledge Management: Capture ā Store ā Share ā Use ā Update
Mini summary: Share knowledge so everyone can benefit.
Definition: This practice is about building and managing software applications that support services.
Why it matters: Many services today are digital and need software.
Simple explanation: Itās like building a game ā you need to write code, test it, and fix bugs.
Realālife example: Developers at Google build and update the search engine.
School example: Students in computer class learn to code simple apps.
Home example: You use a homework app that was built by developers.
Nigerian example: Andela trains software developers in Nigeria.
Illustration:
Software Development: Idea ā Code ā Test ā Deploy ā Maintain
Mini summary: Software development builds the digital tools we use.
Definition: Service level management is the practice of agreeing on the quality of service that will be delivered and then making sure it happens.
Why it matters: Users and providers need to know what to expect.
Simple explanation: Itās like making a promise ā you promise to deliver something at a certain time and quality.
Realālife example: An internet provider promises 90% uptime.
School example: A teacher promises to return homework in 2 days.
Home example: Your parents promise to have dinner ready by 7pm.
Nigerian example: MTN promises 99% network availability.
Illustration:
Service Level: Agree ā Deliver ā Measure ā Review ā Improve
Mini summary: Service level management is about keeping promises.
Definition: This practice is about buying the right things from the right suppliers and managing those relationships.
Why it matters: You need good materials and partners to deliver services.
Simple explanation: Itās like buying ingredients from a trusted shop.
Realālife example: A car manufacturer buys parts from suppliers.
School example: The school buys textbooks from a publisher.
Home example: Your parents buy groceries from the market.
Nigerian example: Jumia works with many suppliers to sell products.
Illustration:
Procurement: Need ā Find supplier ā Buy ā Manage relationship
Mini summary: Procurement gets you the resources you need.
Now you know many management practices. Together, they help run a service smoothly. From planning a project to fixing problems to sharing knowledge ā each practice plays an important role.
Mini summary: Management practices are the skills that make services great.
| Word | Simple definition |
|---|---|
| Management Practice | A skill or method used to run a service. |
| Project Management | Planning and controlling a project. |
| Change Management | Handling changes safely. |
| Incident Management | Fixing problems quickly. |
| Problem Management | Finding the root cause of problems. |
| Service Desk | The first point of contact for users. |
| Risk Management | Avoiding or reducing risks. |
| Knowledge Management | Sharing information and skills. |
| Service Level | A promise about quality. |
| Procurement | Buying resources from suppliers. |
1. Detect ā 2. Log ā 3. Diagnose ā 4. Fix ā 5. Test ā 6. Resume
Parents can help children understand management practices by involving them in planning family activities. For example, let the child help plan a holiday (project management), handle a change in plans (change management), or fix a small problem at home (incident management).
+-----------------------------------------+ | MANAGEMENT PRACTICES | +-----------------------------------------+ | Project Management | Change Mgmt | | Incident Mgmt | Problem Mgmt | | Service Desk | Continual Improve | | Relationship Mgmt | Portfolio Mgmt | | Risk Mgmt | Knowledge Mgmt | | Software Development | Service Level | | Procurement | Supplier Mgmt | +-----------------------------------------+
Incident occurs ā Fix it quickly (Incident Mgmt)
|
V
Find root cause ā Fix permanently (Problem Mgmt)
| Incident Management | Problem Management |
|---|---|
| Fixes the immediate issue | Finds the root cause |
| Reacts to problems | Proactively prevents problems |
| Goal: restore service quickly | Goal: prevent recurrence |
In Module 4, we learned about management practices ā the skills and methods that make services work. We covered project management, change management, incident management, problem management, service desk, continual improvement, relationship management, portfolio management, risk management, knowledge management, software development, service level management, and procurement.
These practices are like tools in a toolbox. Each one helps with a specific job. Together, they ensure that services are wellāplanned, safe, reliable, and always improving.
Match the practice to its job.
| Practice | Job |
|---|---|
| 1. Incident Management | A. Prevent problems from recurring |
| 2. Problem Management | B. Fix problems quickly |
| 3. Service Desk | C. Help users with questions |
Answers: 1-B, 2-A, 3-C
Scenario 1: A schoolās online portal is down. Many students canāt access their grades. What practices would you use?
Hint: Incident management to fix it, problem management to find the cause, service desk to help students.
Scenario 2: A Nigerian fintech company wants to add a new feature. What practices are needed?
Hint: Project management to plan, change management to implement, risk management to assess issues.
In groups, choose a service (like a school library). Identify which management practices are needed to run it. Write down how each practice would be used. Present to the class.
Think of a service you use (e.g., a game or a streaming app). Write down which management practices you think are used to run it. Explain why.
Create a poster showing 5 management practices with an illustration for each. Use drawings or cutāouts. Display it in the classroom.
Visit a local business (or interview someone) and ask about the practices they use to run their service. Write a oneāpage report describing at least 3 practices they use.
In Module 5, we will explore Service Level Management and Continual Improvement in more depth. We will learn how to make agreements with users, measure performance, and use data to drive improvements.
To prepare, think about a service you use and what kind of quality you expect from it. What would you do if the service didnāt meet your expectations?
End of Module 4 Ā· ITIL 5 Foundation
Welcome to Module 5! In the previous modules, we learned about services, the value system, guiding principles, value stream mapping, and management practices. Now, we will focus on how we measure service quality, agree on what to deliver, and improve over time.
This module is about three connected topics:
Think of it like this: if you want to get better at football, you track how many goals you score, you agree with your team on what you want to achieve, and you practise to improve. That is exactly what we do in ITIL 5!
Chidi takes a school bus every morning. The bus is supposed to arrive at 7:00 AM. But sometimes it comes late, and Chidi misses the first lesson. He and his parents are not happy.
The bus company wants to fix this. They decide to use Service Level Management. They make a promise: āThe bus will arrive by 7:05 AM at the latest, 95% of the time.ā This promise is called a Service Level Agreement (SLA).
They also start measuring the bus arrival time every day. They write down when the bus arrives. After one month, they look at the data and see that the bus was on time only 85% of the time. So they use Continual Improvement ā they find the problem (traffic) and change the route. Now the bus is on time 97% of the time! Everyone is happy.
This story shows how SLAs, metrics, and improvement work together.
Definition: Service Level Management is the practice of agreeing on the quality of service that will be delivered, and then making sure it happens.
Why it matters: It creates clear expectations and builds trust.
Simple explanation: Itās like making a promise about what you will do.
Realālife example: An internet company promises 99% uptime.
School example: A teacher promises to return homework in 2 days.
Home example: Your parents promise to have dinner ready by 7pm.
Nigerian example: MTN promises 99% network availability.
Illustration:
Service Level Management: 1. Agree on quality 2. Deliver it 3. Measure it 4. Improve it
Mini summary: Service Level Management is about making and keeping promises about service quality.
Definition: A Service Level Agreement (SLA) is a written promise between a service provider and a user that says what quality of service will be delivered.
Why it matters: It makes sure everyone knows what to expect.
Simple explanation: Itās like a contract that says āI will do this, and you can expect that.ā
Realālife example: A streaming service promises that videos will load in under 3 seconds.
School example: The school promises that report cards will be given within one week of exams.
Home example: Your parents promise to take you to the park every Saturday.
Nigerian example: DStv promises to fix connection issues within 24 hours.
Illustration:
SLA = Promise Provider: "We will deliver X by Y time." User: "We expect that."
Mini summary: An SLA is a written promise about quality.
Definition: Metrics are measurements that tell us how well a service is performing. They are like the scoreboard in a game.
Why it matters: You canāt improve what you donāt measure.
Simple explanation: Itās like counting how many goals you score ā you need numbers to know if you are getting better.
Realālife example: A website tracks how many visitors it gets each day.
School example: A teacher tracks the average test score of the class.
Home example: You track how much time you spend on homework.
Nigerian example: Jumia tracks how many packages are delivered on time.
Illustration:
Metrics = Numbers that tell you how you are doing. Example: On-time delivery rate = 95%
Mini summary: Metrics are numbers that show how well a service is working.
Definition: Here are some common metrics used to measure services:
Why it matters: These metrics tell you what is working and what is not.
Simple explanation: They are like the dashboard of a car ā they tell you speed, fuel, and temperature.
Realālife example: A bank tracks how long it takes to open an account.
School example: A school tracks how many students pass exams.
Home example: You track how long it takes to get ready in the morning.
Nigerian example: OPay tracks how fast transactions are processed.
Illustration:
+----------------------+ | Common Metrics | +----------------------+ | Availability | | Response time | | Resolution time | | Customer satisfaction | +----------------------+
Mini summary: Common metrics include availability, speed, and satisfaction.
Definition: Continual improvement is the ongoing effort to make services better. It is not a oneātime fix ā it is a habit.
Why it matters: The world changes, and services must change too.
Simple explanation: Itās like learning a new level in a game ā you get better with practice.
Realālife example: A social media app releases new features every month.
School example: A teacher changes lessons based on student feedback.
Home example: You try a new recipe and adjust it to taste better.
Nigerian example: Kuda Bank adds new features based on customer suggestions.
Illustration:
Continual Improvement = Always getting better
Mini summary: Continual improvement is the habit of always getting better.
Definition: The Continual Improvement Model is a cycle with four steps: Plan, Do, Check, Act (PDCA).
Why it matters: It gives you a stepābyāstep way to improve.
Simple explanation: Itās like a recipe for improvement ā you follow the steps and get better results.
Realālife example: A factory uses PDCA to reduce waste.
School example: A student uses PDCA to improve their grades ā plan study time, do the study, check test results, act to change study habits.
Home example: You use PDCA to improve your morning routine.
Nigerian example: Flutterwave uses PDCA to improve transaction success rates.
Illustration:
Plan ā Do ā Check ā Act ā (repeat)
Mini summary: PDCA is a cycle for improvement: Plan, Do, Check, Act.
Definition: In the Plan step, you identify what you want to improve and make a plan.
Why it matters: A good plan saves time and prevents mistakes.
Simple explanation: Itās like drawing a map before a journey.
Realālife example: A company plans to reduce customer complaints by 20%.
School example: A student plans to study for 1 hour every day.
Home example: You plan to clean your room every Saturday.
Nigerian example: Jumia plans to improve delivery times in Lagos.
Illustration:
Plan: 1. Set a goal 2. Decide steps 3. Assign tasks 4. Set deadlines
Mini summary: Plan is where you set your goal and decide how to achieve it.
Definition: In the Do step, you carry out the plan ā you actually make the changes.
Why it matters: This is where the work happens.
Simple explanation: Itās like actually building the model you designed.
Realālife example: A company updates its software to fix bugs.
School example: A student follows their study schedule.
Home example: You clean your room as planned.
Nigerian example: Paystack implements a new payment feature.
Illustration:
Do: Implement the plan Make the changes
Mini summary: Do is where you put your plan into action.
Definition: In the Check step, you measure the results and see if the plan worked.
Why it matters: You need to know if you actually improved.
Simple explanation: Itās like checking your test score after studying.
Realālife example: A company checks if customer complaints went down.
School example: A student checks their grades after a month of studying.
Home example: You check if your room is clean.
Nigerian example: Chipper Cash checks if transaction times have improved.
Illustration:
Check: Measure results Compare with goal
Mini summary: Check is where you see if the change actually worked.
Definition: In the Act step, you take what you learned and make it permanent, or you adjust your plan and try again.
Why it matters: This is how you lock in the improvement.
Simple explanation: Itās like adding a new habit to your routine.
Realālife example: A company makes the new process the standard way of working.
School example: A student adopts a new study method permanently.
Home example: You keep your room clean every day.
Nigerian example: MTN makes network improvements permanent.
Illustration:
Act: Make the improvement permanent Or adjust and try again
Mini summary: Act is where you make the improvement permanent or adjust.
Definition: Data is information you collect. You can use data to make smart decisions about what to improve.
Why it matters: Data helps you know what is really happening, not just what you guess.
Simple explanation: Itās like using a thermometer to check if you have a fever ā you donāt guess, you measure.
Realālife example: A company uses customer feedback data to decide which features to build.
School example: A teacher uses test scores to decide which topics to review.
Home example: You track how much water you drink to stay healthy.
Nigerian example: Kuda Bank uses transaction data to improve their app.
Illustration:
Data ā Analysis ā Decision ā Improvement
Mini summary: Data helps you make smart improvement decisions.
Definition: Letās see how a school canteen uses SLAs, metrics, and improvement.
SLA: The canteen promises that students will get their food within 5 minutes of ordering.
Metrics: They track the average wait time every day.
Improvement: They find that the wait time is 8 minutes. They plan to add another server (Plan), they add the server (Do), they check the wait time again (Check), and it is now 4 minutes. They make the extra server permanent (Act).
Mini summary: This shows how the whole process works in real life.
Definition: Jumia wants to improve delivery times in Lagos.
SLA: They promise delivery within 2 days.
Metrics: They track delivery times for each order.
Improvement: They see that deliveries in Ikeja take 3 days. They plan to add a new delivery hub in Ikeja (Plan), open the hub (Do), check delivery times (Check), and see they are now 1.5 days. They make the hub permanent (Act).
Mini summary: Nigerian companies use the same process to improve.
Now you know how Service Level Management, metrics, and continual improvement work together. You make promises (SLAs), you measure (metrics), and you improve (PDCA). This is how great services are built and maintained.
Mini summary: SLAs + Metrics + PDCA = Great Services.
| Word | Simple definition |
|---|---|
| Service Level Agreement (SLA) | A written promise about quality. |
| Metric | A number that shows how well you are doing. |
| Availability | How often a service is working. |
| Response time | How fast a service replies. |
| Resolution time | How long to fix a problem. |
| Customer satisfaction | How happy users are. |
| Continual Improvement | Always getting better. |
| PDCA | Plan, Do, Check, Act ā a cycle for improvement. |
| Data | Information used to make decisions. |
1. Plan ā 2. Do ā 3. Check ā 4. Act ā (repeat)
Parents can help children use these concepts at home. For example, set an SLA for chores (e.g., "room clean by 5pm"), track the time, and use PDCA to improve. This teaches planning and responsibility.
+------------------+
| PLAN |
| Set goal, plan |
+------------------+
|
V
+------------------+
| DO |
| Implement plan |
+------------------+
|
V
+------------------+
| CHECK |
| Measure results |
+------------------+
|
V
+------------------+
| ACT |
| Make permanent |
| or adjust |
+------------------+
|
+--- (repeat)
1. Understand user needs
|
V
2. Create SLA (promise)
|
V
3. Deliver service
|
V
4. Measure performance
|
V
5. Review and improve
| SLA (Promise) | Metric (Measure) | Improvement (Action) |
|---|---|---|
| Deliver in 2 days | Actual delivery time | Add more hubs |
| 99.9% uptime | Actual uptime | Add backup servers |
| Fix in 4 hours | Actual fix time | Train more staff |
In Module 5, we learned about Service Level Management, metrics, and continual improvement. We now know:
These three practices work together to ensure that services are reliable, measured, and always getting better.
Match the term to its definition.
| Term | Definition |
|---|---|
| 1. SLA | A. Numbers that show performance |
| 2. Metric | B. A written promise about quality |
| 3. PDCA | C. A cycle for improvement |
Answers: 1-B, 2-A, 3-C
Scenario 1: A school promises to post exam results within 3 days (SLA). But this year, it took 5 days. Use PDCA to improve.
Hint: Plan (new process), Do (implement), Check (measure time), Act (make it permanent).
Scenario 2: A Nigerian delivery company wants to improve customer satisfaction. They track complaints (metric) and find that most complaints are about late deliveries. What should they do?
Hint: Use PDCA to improve delivery times.
In groups, choose a simple process (like school lunch ordering). Create an SLA, identify metrics, and use PDCA to propose an improvement. Present to the class.
Think of a service you use (e.g., a game or a streaming app). Write down one SLA you think they have, one metric they likely track, and one improvement you would suggest.
Create a poster showing the PDCA cycle with an example from your school. Use drawings or cutāouts. Display it in the classroom.
Choose a service in your community (e.g., a local bus, a shop, or a school process). Identify the SLA (or what it should be), track the metrics for one week, and propose an improvement using PDCA. Write a oneāpage report.
In Module 6, we will explore ITIL 5 in the Real World. We will look at how organisations in Nigeria and around the world use ITIL 5 to improve their services. We will also talk about the future of service management and how you can use ITIL 5 in your future career.
To prepare, think about a service you use and imagine how ITIL 5 could make it even better.
End of Module 5 Ā· ITIL 5 Foundation
Welcome to Module 6 ā the final module of this course! In the previous five modules, we learned all the core concepts of ITIL 5: services, the value system, guiding principles, management practices, and continual improvement. Now, we will see how ITIL 5 is used in the real world.
We will look at case studies from Nigeria and around the globe. We will see how companies, schools, and even governments use ITIL 5 to run better services. We will also talk about the future of service management and how you can use what you have learned in your own life and career.
By the end of this module, you will be able to recognise ITIL 5 in action everywhere ā from the apps you use to the services your family depends on.
Kuda Bank is a digital bank in Nigeria. A few years ago, opening a bank account was hard ā you had to go to a branch, fill out many forms, and wait for days. Kuda Bank used ITIL 5 to change that.
They focused on value ā what do customers really want? They wanted a fast, easy account opening. They used guiding principles like āKeep it Simpleā and āOptimize and Automateā. They mapped their value stream and found that the manual verification step was slow. They automated it with AI. They set up a service desk for customer support. They used continual improvement to add new features like budget tracking.
Now, Kuda Bank has millions of customers. This story shows how ITIL 5 can transform a service.
Definition: Fintech means financial technology ā companies that use technology to provide financial services. Nigeria has many fintech companies like Paystack, Flutterwave, OPay, and Kuda Bank.
Why it matters: These companies serve millions of people and must be reliable.
Simple explanation: They use ITIL 5 to make sure money transfers are fast and safe.
Realālife example: Paystack uses incident management to fix transaction issues quickly.
School example: A school uses a fintech app to collect fees online.
Home example: Your parents use OPay to pay electricity bills.
Nigerian example: Kuda Bank uses continual improvement to add new features every month.
Illustration:
Nigerian Fintech + ITIL 5 = Fast & Safe Money
Mini summary: Nigerian fintech companies use ITIL 5 to provide reliable digital financial services.
Definition: Eācommerce is buying and selling goods online. In Nigeria, Jumia and Konga are the biggest eācommerce platforms.
Why it matters: They deliver goods to millions of homes and need to be efficient.
Simple explanation: They use ITIL 5 to make sure your package arrives on time.
Realālife example: Jumia uses value stream mapping to improve delivery routes.
School example: A school uses an eācommerce platform to buy books.
Home example: Your family buys clothes on Jumia.
Nigerian example: Jumia uses change management to update its app without breaking it.
Illustration:
Eācommerce + ITIL 5 = OnāTime Delivery
Mini summary: Eācommerce companies use ITIL 5 to manage deliveries, apps, and customer service.
Definition: Telecom companies provide mobile and internet services. In Nigeria, the big ones are MTN, Glo, Airtel, and 9mobile.
Why it matters: They need to keep the network running 24/7.
Simple explanation: They use ITIL 5 to fix network problems quickly.
Realālife example: MTN uses incident management to restore service after a network outage.
School example: Your school uses MTN for internet access.
Home example: You use Airtel to call your friends.
Nigerian example: Glo uses change management to upgrade its network to 5G.
Illustration:
Telecom + ITIL 5 = Always Connected
Mini summary: Telecom companies rely on ITIL 5 to keep networks running smoothly.
Definition: Government agencies like the National Identity Management Commission (NIMC) and the National Information Technology Development Agency (NITDA) use ITIL 5 to improve public services.
Why it matters: Citizens need reliable government services.
Simple explanation: They use ITIL 5 to make services like ID cards and digital skills training better.
Realālife example: NIMC uses service level management to set targets for ID card processing.
School example: A school uses NIMC ID for student registration.
Home example: Your parents use NIMC for their bank accounts.
Nigerian example: NITDA uses continual improvement to update its digital literacy programs.
Illustration:
Government + ITIL 5 = Better Public Services
Mini summary: Government agencies use ITIL 5 to deliver better services to citizens.
Definition: Healthcare services like hospitals and clinics use ITIL 5 to improve patient care.
Why it matters: Good service can save lives.
Simple explanation: They use ITIL 5 to make sure patients get the right care quickly.
Realālife example: A hospital uses incident management to fix medical equipment fast.
School example: A school nurse uses ITIL 5 to manage student health records.
Home example: Your family uses a hospital app to book appointments.
Nigerian example: Lagos State uses ITIL 5 to manage its public health data.
Illustration:
Healthcare + ITIL 5 = Better Patient Care
Mini summary: Hospitals use ITIL 5 to provide faster and safer care.
Definition: Schools and universities use ITIL 5 to manage their services: admissions, timetables, exams, and online learning.
Why it matters: Students need reliable services to succeed.
Simple explanation: They use ITIL 5 to make sure everything runs smoothly.
Realālife example: A university uses change management to update its student portal.
School example: Your school uses a service desk for technology issues.
Home example: You use an online learning platform that uses ITIL 5.
Nigerian example: UniLag uses ITIL 5 to manage its online exam system.
Illustration:
Education + ITIL 5 = Smooth Learning
Mini summary: Schools use ITIL 5 to provide a better learning experience.
Definition: Amazon is the worldās largest online retailer. They use ITIL 5 to manage their massive operations.
Why it matters: Amazon delivers millions of packages every day ā they need a strong system.
Simple explanation: They use ITIL 5 to make sure your order arrives on time.
Realālife example: Amazon uses value stream mapping to optimise warehouse processes.
School example: You order a book from Amazon for school.
Home example: Your parents buy household items from Amazon.
Nigerian example: Amazon is not in Nigeria yet, but Jumia works in a similar way.
Illustration:
Amazon + ITIL 5 = Fast Delivery
Mini summary: Global giants like Amazon use ITIL 5 to run their services.
Definition: Google provides many services like Search, Gmail, and Google Maps. They use ITIL 5 to keep them available and fast.
Why it matters: Billions of people rely on Google services every day.
Simple explanation: They use ITIL 5 to prevent outages and improve performance.
Realālife example: Google uses incident management to fix service disruptions.
School example: You use Google Docs for school projects.
Home example: You use Google Maps to find places.
Nigerian example: Many Nigerians use Google services daily.
Illustration:
Google + ITIL 5 = Always Available
Mini summary: Google uses ITIL 5 to provide reliable services to the world.
Definition: Agile is a way of working that focuses on delivering small, fast improvements. ITIL 5 and Agile work well together.
Why it matters: Many companies use both to be fast and reliable.
Simple explanation: Agile helps you build things fast; ITIL helps you keep them running well.
Realālife example: A software team uses Agile to develop new features and ITIL to manage the live system.
School example: A school uses Agile for curriculum changes and ITIL for daily operations.
Home example: You use Agile to plan a party (small steps) and ITIL to run it smoothly.
Nigerian example: Flutterwave uses Agile for development and ITIL for service management.
Illustration:
Agile + ITIL 5 = Fast + Reliable
Mini summary: ITIL and Agile are like peanut butter and jelly ā they work better together.
Definition: DevOps is a set of practices that combines development (Dev) and operations (Ops) to deliver software faster. ITIL 5 and DevOps are partners.
Why it matters: Together, they help companies deliver new features quickly without breaking things.
Simple explanation: DevOps builds the app; ITIL makes sure it works for users.
Realālife example: A company uses DevOps to deploy updates daily and ITIL to manage incidents.
School example: A school uses DevOps for its learning app and ITIL for user support.
Home example: Your favourite game uses DevOps for updates and ITIL for fixing bugs.
Nigerian example: Kuda Bank uses DevOps and ITIL together.
Illustration:
DevOps + ITIL 5 = Speed + Stability
Mini summary: DevOps and ITIL 5 together create fast and stable services.
Definition: Service management is changing. In the future, we will see more AI, automation, and predictive analytics.
Why it matters: These technologies will make services even faster and smarter.
Simple explanation: Imagine a service that knows what you need before you even ask!
Realālife example: AI chatbots that solve problems without human help.
School example: AI that helps teachers grade assignments.
Home example: Smart home devices that predict your needs.
Nigerian example: Kuda Bank already uses AI to personalise banking.
Illustration:
AI + Automation + ITIL 5 = Future Services
Mini summary: The future of service management is smart, automated, and predictive.
Definition: ITIL 5 skills are valuable in many careers ā not just IT. You can use them in business, healthcare, education, and even as an entrepreneur.
Why it matters: Knowing ITIL 5 makes you a better problemāsolver and leader.
Simple explanation: You can use these skills to start your own business or improve any organisation.
Realālife example: A project manager uses ITIL 5 to deliver projects on time.
School example: A student uses ITIL 5 to organise a school event.
Home example: You use ITIL 5 to plan a family holiday.
Nigerian example: Many Nigerian startups look for people with ITIL skills.
Illustration:
You + ITIL 5 = Career Superpowers
Mini summary: ITIL 5 skills can help you in almost any career.
Definition: Sustainability means meeting our needs without harming the planet. ITIL 5 can help organisations be more sustainable by reducing waste and using resources wisely.
Why it matters: We all need to take care of our environment.
Simple explanation: ITIL 5 helps companies use less energy and create less waste.
Realālife example: A company uses value stream mapping to reduce paper usage.
School example: A school uses ITIL 5 to reduce electricity consumption.
Home example: You use ITIL 5 to reduce waste at home.
Nigerian example: NITDA promotes green IT practices.
Illustration:
ITIL 5 + Sustainability = Better Planet
Mini summary: ITIL 5 can help organisations be more environmentally friendly.
Definition: ITIL 5 is used all over the world. When you know ITIL 5, you can work with people from different countries and cultures.
Why it matters: It makes you a global citizen.
Simple explanation: ITIL 5 is like a common language for service management.
Realālife example: A multinational company uses ITIL 5 in all its offices.
School example: An international school uses ITIL 5 to manage its services.
Home example: You can use ITIL 5 to understand how services work anywhere.
Nigerian example: Nigerian companies use ITIL 5 to compete globally.
Illustration:
ITIL 5 = Global Standard
Mini summary: ITIL 5 is used worldwide, making it a valuable skill.
You have now completed six modules of the ITIL 5 Foundation course. You have learned about services, the value system, guiding principles, management practices, SLAs, metrics, and continual improvement. You have seen realāworld examples from Nigeria and around the world.
Now, you are ready to use ITIL 5 in your own life ā whether you are organising a school event, helping your parents, or starting a future career.
Mini summary: You are now an ITIL 5 beginner ā congratulations!
| Word | Simple definition |
|---|---|
| Fintech | Financial technology ā apps for money. |
| Eācommerce | Buying and selling online. |
| Agile | A way of working with small, fast steps. |
| DevOps | Combining development and operations. |
| Sustainability | Taking care of the planet. |
| AI (Artificial Intelligence) | Computers that can learn and decide. |
| Automation | Using technology to do tasks without humans. |
1. Needs ā 2. Plan ā 3. Principles ā 4. Practices ā 5. SLAs ā 6. Improve
Parents can help children apply ITIL 5 at home by planning family activities with the value chain, setting SLAs for chores, and using PDCA to improve routines. This teaches planning, responsibility, and teamwork.
+-----------------------------------------+ | ITIL 5 IN NIGERIA | +-----------------------------------------+ | Fintech : Kuda, Paystack, OPay | | Eācommerce : Jumia, Konga | | Telecom : MTN, Glo, Airtel | | Government : NIMC, NITDA | | Healthcare : Lagos State health system | | Education : Universities, schools | +-----------------------------------------+
+-------------+ +-------------+ +-------------+
| AGILE | + | DEVOPS | + | ITIL 5 |
| (Build fast)| | (Build & run)| | (Run well) |
+-------------+ +-------------+ +-------------+
| | |
+--------------------+--------------------+
|
Great Digital Services
| Industry | Example Company | How ITIL 5 is used |
|---|---|---|
| Fintech | Kuda Bank | App updates, incident management |
| Eācommerce | Jumia | Delivery optimisation, customer service |
| Telecom | MTN | Network availability, change management |
| Government | NIMC | Service level management, citizen services |
| Healthcare | Lagos State | Patient data management |
In Module 6, we explored how ITIL 5 is used in the real world. We looked at Nigerian examples like Kuda Bank, Jumia, and MTN. We also looked at global examples like Amazon and Google. We learned that ITIL 5 works with Agile and DevOps. We talked about the future ā AI and automation ā and how you can use ITIL 5 in your career.
You have now completed the full ITIL 5 Foundation course. You understand the key concepts, principles, and practices. You can see ITIL 5 in action everywhere. Congratulations!
Match the Nigerian company to its industry.
| Company | Industry |
|---|---|
| 1. Kuda Bank | A. Eācommerce |
| 2. Jumia | B. Telecom |
| 3. MTN | C. Fintech |
Answers: 1-C, 2-A, 3-B
Scenario 1: You are the manager of a school. How would you use ITIL 5 to improve the school's online learning platform?
Hint: Use the value chain, set SLAs for uptime, use incident management, and improve with PDCA.
Scenario 2: A Nigerian fintech startup wants to grow. How can ITIL 5 help them scale?
Hint: Use portfolio management to choose features, change management for updates, and continual improvement.
In groups, research a Nigerian company (like Jumia or Paystack) and prepare a short presentation on how they use ITIL 5. Include examples of value chain, practices, and improvement.
Think of a service in your community (e.g., a local bus service). Write a short paragraph on how ITIL 5 could improve it.
Create a poster that shows how ITIL 5 is used in Nigeria. Include examples from fintech, eācommerce, telecom, government, and education. Display it in the classroom.
Choose a service you use daily (like a school portal or a delivery app). Analyse it using the ITIL 5 value system. Write a report on what is working well and what could be improved.
You have now finished all six modules. You have a solid understanding of ITIL 5 and how it is used in the real world.
If you want to go further, you can consider:
Keep learning, keep improving, and remember ā you can always make a service better!
End of Module 6 Ā· ITIL 5 Foundation Course
Welcome to Module 7! This is a very exciting module because we are going to talk about Artificial Intelligence (AI) and how it is changing the world of service management.
You have probably heard of AI ā it is when computers can learn, think, and make decisions like humans. In ITIL 5, AI is a big deal. AI can help services run faster, smarter, and with fewer mistakes.
In this module, we will learn what AI is, how it is used in ITIL 5, and what the future holds. We will see examples from Nigeria and around the world. By the end, you will understand why AI is one of the most important topics in ITIL 5.
A school in Lagos had a problem ā students kept asking the same questions about exam dates, homework, and school events. The teachers were spending too much time answering these questions.
The school decided to use an AI chatbot. The chatbot could understand student questions and give answers instantly. Students could ask, āWhen is the maths exam?ā and the chatbot would reply, āMaths exam is on Friday at 10am.ā
This saved teachers a lot of time. The chatbot was a simple form of AI. It was not perfect ā sometimes it gave wrong answers ā so the school also had a human teacher to check the chatbot. This is called AI governance ā having rules to make sure AI is used safely.
This story shows how AI can help services run better.
Definition: AI is when computers can do things that normally need human intelligence ā like understanding speech, making decisions, or recognising pictures.
Why it matters: AI can do tasks much faster than humans and can work 24/7 without getting tired.
Simple explanation: Itās like having a superāsmart robot assistant that never sleeps.
Realālife example: When you ask Siri or Google Assistant a question, thatās AI.
School example: An AI tool that helps you check your spelling and grammar.
Home example: A smart speaker that plays your favourite music when you ask.
Nigerian example: Smile ID uses AI to verify peopleās identity for banks.
Illustration:
AI = Computers that can learn and think like humans š¤
Mini summary: AI is technology that can do smart tasks without human help.
Definition: In ITIL 5, AI is used to automate tasks, predict problems, and improve decisionāmaking.
Why it matters: AI makes services faster, cheaper, and more reliable.
Simple explanation: Itās like having a superāfast assistant that helps you run a service.
Realālife example: A bank uses AI to detect fraud automatically.
School example: A school uses AI to mark multipleāchoice tests.
Home example: A smart thermostat uses AI to save energy.
Nigerian example: Kuda Bank uses AI to personalise banking for customers.
Illustration:
ITIL 5 + AI = Smarter, Faster Services
Mini summary: AI helps ITIL 5 services run better and faster.
Definition: Generative AI is a type of AI that can create new content ā like text, images, or music. It learns from lots of examples and then makes something new.
Why it matters: GenAI can write emails, create reports, and even answer customer questions.
Simple explanation: Itās like a robot that can write stories or draw pictures.
Realālife example: ChatGPT is a famous GenAI tool that can write essays.
School example: GenAI can help you brainstorm ideas for a project.
Home example: GenAI can help you write a birthday card message.
Nigerian example: Some Nigerian startups use GenAI to write marketing content.
Illustration:
GenAI = Creates new things (text, images, music)
Mini summary: Generative AI creates new content ā itās like a creative robot.
Definition: Agentic AI is a type of AI that can take actions on its own to achieve a goal. It is like a robot that can make decisions and act without being told every step.
Why it matters: Agentic AI can do complex tasks without human supervision.
Simple explanation: Itās like a robot that can decide to clean your room without you asking.
Realālife example: An AI that automatically orders supplies when they are low.
School example: An AI that schedules your study time based on your progress.
Home example: A robot vacuum that cleans your house while you are away.
Nigerian example: Flutterwave uses AI to automatically route payments through the fastest channel.
Illustration:
Agentic AI = Acts on its own to achieve a goal š¤
Mini summary: Agentic AI can take actions without human help.
Definition: AI maturity means how advanced and capable an AI system is. There are different levels ā from simple AI that follows rules to advanced AI that can learn and adapt.
Why it matters: You need to know what level of AI you have to use it properly.
Simple explanation: Itās like learning to play an instrument ā at first you play simple tunes, but later you play complicated music.
Realālife example: A simple AI answers FAQs; a mature AI can have a full conversation.
School example: A simple AI gives spelling suggestions; a mature AI writes essays.
Home example: A simple AI sets alarms; a mature AI plans your whole day.
Nigerian example: OPay uses simple AI for fraud detection and is working towards more advanced AI.
Illustration:
AI Maturity Levels: 1. Basic (follows rules) 2. Intermediate (learns patterns) 3. Advanced (makes decisions)
Mini summary: AI maturity shows how smart and capable the AI is.
Definition: AI governance is the set of rules, policies, and guidelines that ensure AI is used safely, fairly, and responsibly.
Why it matters: Without governance, AI could make mistakes or even cause harm.
Simple explanation: Itās like having traffic lights for AI ā they keep everything safe.
Realālife example: A company has a policy that AI cannot make final decisions ā a human must approve.
School example: A school has rules that AI can help with homework but cannot write it for students.
Home example: Parents decide that AI can suggest movies but not choose them.
Nigerian example: NITDA is working on AI governance guidelines for Nigeria.
Illustration:
AI Governance = Rules to keep AI safe and fair
Mini summary: AI governance is about having rules for using AI responsibly.
Definition: AI can be used in every activity of the Service Value Chain.
Why it matters: AI makes each step faster and more accurate.
Simple explanation: AI helps you plan better, engage users, and deliver services.
Realālife example: AI can plan delivery routes faster than a human.
School example: AI can help you plan your study schedule.
Home example: AI can help you plan a weekly menu.
Nigerian example: Jumia uses AI to plan delivery routes.
Illustration:
AI in Value Chain:
Plan ā Engage ā Design ā Obtain ā Deliver ā Support
| | | | | |
AI AI AI AI AI AI
Mini summary: AI can be used in every step of the value chain.
Definition: AI can help detect incidents, diagnose problems, and even fix issues automatically.
Why it matters: AI can fix problems before users even notice them.
Simple explanation: AI is like a fire alarm that also puts out the fire.
Realālife example: AI monitors a website and restarts it if it crashes.
School example: AI detects when the school wifi is slow and fixes it.
Home example: AI notices your fridge is low on milk and orders more.
Nigerian example: MTN uses AI to detect network issues and fix them automatically.
Illustration:
AI + Incident Mgmt = Fix Problems Before Users Notice
Mini summary: AI can detect and fix incidents automatically.
Definition: AI can analyse lots of data to find the root cause of problems faster than humans.
Why it matters: This means problems are fixed permanently, not just patched.
Simple explanation: AI is like a detective that finds the real culprit.
Realālife example: AI analyses transaction logs to find why payments fail.
School example: AI analyses test scores to find why students are struggling.
Home example: AI analyses energy usage to find why your bill is high.
Nigerian example: Paystack uses AI to analyse transaction failures.
Illustration:
AI + Problem Mgmt = Find the Real Cause
Mini summary: AI helps find the root cause of problems quickly.
Definition: AI can power chatbots that answer user questions, saving time for human agents.
Why it matters: Users get instant answers, and human agents can focus on harder problems.
Simple explanation: AI is like a friendly robot that answers your questions.
Realālife example: A chatbot helps customers track their orders.
School example: A chatbot answers questions about exam timetables.
Home example: A voice assistant helps you set reminders.
Nigerian example: Kuda Bank uses a chatbot to answer customer questions.
Illustration:
AI + Service Desk = Instant Answers for Users
Mini summary: AI chatbots provide fast, 24/7 service desk support.
Definition: AI can analyse data and suggest improvements automatically.
Why it matters: AI can find patterns that humans might miss.
Simple explanation: AI is like a coach that analyses your game and tells you how to improve.
Realālife example: AI analyses customer feedback and suggests new features.
School example: AI analyses student performance and suggests extra help.
Home example: AI analyses your spending and suggests ways to save.
Nigerian example: Chipper Cash uses AI to suggest improvements to its app.
Illustration:
AI + Improvement = Always Getting Better
Mini summary: AI helps you improve services by finding patterns.
Definition: Nigerian fintech companies like Kuda Bank, Paystack, and OPay use AI for fraud detection, customer support, and personalisation.
Why it matters: AI helps them serve millions of customers safely.
Simple explanation: AI is like a security guard that watches over your money.
Realālife example: AI detects unusual transactions and blocks them.
School example: AI could help a school manage its budget.
Home example: AI helps your parents manage their bank accounts.
Nigerian example: Flutterwave uses AI to route payments efficiently.
Illustration:
Nigerian Fintech + AI = Safe & Fast Money
Mini summary: Nigerian fintech companies use AI to keep money safe.
Definition: In the future, AI will become even more powerful. We will see more automation, better predictions, and even AI that can manage entire services.
Why it matters: This will make services faster, cheaper, and more personalised.
Simple explanation: Imagine a service that knows what you need before you ask!
Realālife example: AI that predicts when a machine will break and fixes it beforehand.
School example: AI that creates personalised learning plans for each student.
Home example: AI that manages your home energy use automatically.
Nigerian example: Kuda Bank is already working on AI that predicts customer needs.
Illustration:
Future AI = Services That Predict Your Needs
Mini summary: The future of AI in ITIL 5 is smart, predictive, and automated.
Definition: AI is powerful, but it cannot replace all human skills. People are still needed for creativity, empathy, and complex decisions.
Why it matters: The best services use AI and humans together.
Simple explanation: AI is like a calculator ā it does math fast, but you still need to know what numbers to put in.
Realālife example: AI helps doctors diagnose, but the doctor makes the final decision.
School example: AI helps teachers mark tests, but teachers explain the answers.
Home example: AI suggests recipes, but you decide what to cook.
Nigerian example: Paystack uses AI for fraud detection, but humans review suspicious cases.
Illustration:
AI + Human = Best Service
Mini summary: AI and humans work best as a team.
AI is a big part of ITIL 5. It helps with planning, delivering, and improving services. From chatbots to fraud detection, AI makes services faster and smarter. But AI also needs governance ā rules to keep it safe. The future is bright, and AI will continue to change how we manage services.
Mini summary: AI is a powerful tool that helps ITIL 5 services run better.
| Word | Simple definition |
|---|---|
| Artificial Intelligence (AI) | Computers that can learn and think. |
| Generative AI (GenAI) | AI that creates new content (text, images, etc.). |
| Agentic AI | AI that takes actions on its own. |
| AI Maturity | How advanced an AI system is. |
| AI Governance | Rules for using AI safely and fairly. |
| Chatbot | An AI that talks to users like a human. |
| Automation | Using technology to do tasks without humans. |
1. Identify ā 2. Choose ā 3. Govern ā 4. Train ā 5. Test ā 6. Improve
Parents can help children understand AI by pointing out AI in daily life ā like voice assistants, smart speakers, or chatbots. Discuss how AI helps and what the risks might be.
+-----------------------------------------+ | AI IN ITIL 5 | +-----------------------------------------+ | Type | Example | +---------------+-------------------------+ | Generative AI | ChatGPT, content creation| | Agentic AI | Autonomous agents | | Predictive AI | Fraud detection | | Conversational| Chatbots, voice assistants| +-----------------------------------------+
1. Identify AI use case
|
V
2. Set rules and policies
|
V
3. Implement AI
|
V
4. Monitor AI
|
V
5. Review and update rules
| Generative AI | Agentic AI |
|---|---|
| Creates content (text, images) | Takes actions to achieve goals |
| Examples: ChatGPT, DALLāE | Examples: selfādriving cars, automated trading |
| Needs human prompts | Acts autonomously |
In Module 7, we learned about Artificial Intelligence (AI) and its role in ITIL 5. We covered:
AI is a powerful tool that helps services run faster and smarter. But it needs rules and human oversight. The future is exciting, and AI will continue to transform service management.
Match the AI type to its description.
| AI Type | Description |
|---|---|
| 1. Generative AI | A. AI that acts on its own |
| 2. Agentic AI | B. AI that creates new content |
| 3. Predictive AI | C. AI that forecasts future events |
Answers: 1-B, 2-A, 3-C
Scenario 1: A Nigerian school wants to use AI to help students with homework. What type of AI would they use? What governance rules should they have?
Hint: Generative AI for answers; rules about not cheating.
Scenario 2: A bank wants to detect fraud automatically. Which type of AI would they use? Why?
Hint: Predictive AI or Agentic AI to block transactions.
In groups, research a Nigerian company that uses AI. Prepare a short presentation on how they use AI and what benefits it brings.
Write a short paragraph about how AI could improve a service you use (like a game or a delivery app).
Create a poster that shows the different types of AI (Generative, Agentic, Predictive) with examples. Display it in the classroom.
Interview someone who uses AI in their work (or research online). Write a oneāpage report on what they use AI for and what governance rules they follow.
In the next module, we will explore ITIL 5 in the Public Sector ā how governments and nonāprofit organisations use ITIL 5 to serve citizens. We will look at examples from Nigeria and other countries.
To prepare, think about a government service you use (like an ID card or a tax office) and imagine how ITIL 5 could improve it.
End of Module 7 Ā· ITIL 5 Foundation
Welcome to Module 8! In this module, we will explore how ITIL 5 is used in the public sector ā that means government services, public schools, hospitals, and nonāprofit organisations.
Have you ever gone to a government office to get an ID card or a passport? Or maybe your parents have paid taxes or registered a business? All of these are public services. They are services provided by the government to help citizens.
ITIL 5 helps governments and nonāprofits deliver better services to people. In this module, we will learn how ITIL 5 makes public services faster, fairer, and more reliable. We will see examples from Nigeria and other countries.
Aminat is a university student in Lagos. She needs to get a Nigerian passport to travel for a study exchange program. She goes to the passport office and sees a long queue. People are waiting for hours. Some people have been coming back for days because their documents were not ready.
This is a public service that is not working well. The government decides to use ITIL 5 to improve the passport office. They map the value stream and find that the biggest delay is the document verification step. They use technology to verify documents online. They also set up a service desk to answer questions. They make a service level agreement (SLA) ā passports should be ready in 2 weeks.
Now, Aminat gets her passport in 10 days. She is happy, and the passport office is much better. This story shows how ITIL 5 can transform public services.
Definition: The public sector is the part of the economy that is owned and run by the government. It includes services like schools, hospitals, police, and government offices.
Why it matters: Public services are for everyone. They help citizens live better lives.
Simple explanation: It is like a big company that works for the people, not for profit.
Realālife example: The Lagos State Government runs public schools and hospitals.
School example: Your school might be a public school ā it is run by the government.
Home example: The police and fire services are public services that keep your family safe.
Nigerian example: NIMC (National Identity Management Commission) is a public sector organisation that issues ID cards.
Illustration:
Public Sector = Government services for citizens
Mini summary: The public sector is government services that help everyone.
Definition: Public services often have many users and limited resources. ITIL 5 helps them run efficiently and fairly.
Why it matters: Good public services make life better for everyone.
Simple explanation: ITIL 5 helps government services work like a wellāoiled machine.
Realālife example: The UK government uses ITIL to improve healthcare services.
School example: A public school uses ITIL 5 to manage student records.
Home example: Your parents use public services like waste collection and water supply.
Nigerian example: Lagos State uses ITIL 5 to improve traffic management.
Illustration:
ITIL 5 + Public Services = Better for Citizens
Mini summary: ITIL 5 helps public services work better for everyone.
Definition: Governments can use SLAs to promise citizens what they will deliver, like āpassports in 2 weeksā or ātax refunds in 30 daysā.
Why it matters: SLAs build trust between citizens and the government.
Simple explanation: It is like the government making a promise to the people.
Realālife example: The US Postal Service promises to deliver mail within 3 days.
School example: A public school promises to release exam results within 2 weeks.
Home example: The local government promises to collect waste every Tuesday.
Nigerian example: NIMC promises to issue ID cards within a certain time.
Illustration:
Government SLA = Promise to citizens
Mini summary: Governments use SLAs to make promises to citizens.
Definition: When a public service fails ā like a broken water pipe or a downed website ā incident management helps fix it quickly.
Why it matters: Citizens rely on public services; delays can cause big problems.
Simple explanation: It is like the governmentās emergency response team.
Realālife example: When a government website crashes, IT teams restore it.
School example: When the school wifi goes down, IT fixes it.
Home example: When the water supply stops, the government fixes it.
Nigerian example: PHCN (Power Holding Company of Nigeria) uses incident management to restore electricity.
Illustration:
Incident Mgmt in Public Services = Fix problems fast
Mini summary: Incident management helps fix public service problems quickly.
Definition: Problem management in the public sector finds the root cause of recurring issues ā like why traffic lights keep failing or why students are not learning.
Why it matters: It prevents the same problems from happening over and over.
Simple explanation: It is like a detective that finds out why things keep breaking.
Realālife example: A city finds that potholes appear because of the type of asphalt used and changes it.
School example: A school finds that students fail because of poor teaching materials and upgrades them.
Home example: A community finds that waste is not collected because of bad roads and fixes the roads.
Nigerian example: Lagos State uses problem management to reduce traffic congestion.
Illustration:
Problem Mgmt = Find the real cause and fix it
Mini summary: Problem management prevents recurring issues in public services.
Definition: A government service desk is a place (online, phone, or ināperson) where citizens can ask questions, report issues, or get help.
Why it matters: Citizens need a friendly, helpful place to go when they need help.
Simple explanation: It is like the reception desk at a government office.
Realālife example: The UKās Gov.uk website has a service desk for citizens.
School example: The school office is a service desk for students and parents.
Home example: The local council has a phone number for residents to call.
Nigerian example: NIMC has a call centre for ID card enquiries.
Illustration:
Government Service Desk = Help for citizens
Mini summary: A service desk helps citizens get answers and report problems.
Definition: Governments use continual improvement to make public services better over time, based on feedback and data.
Why it matters: Citizensā needs change, and services must change too.
Simple explanation: It is like the government always asking, āHow can we do better?ā
Realālife example: A city uses citizen feedback to improve public transport.
School example: A school uses exam results to improve teaching methods.
Home example: A community uses surveys to improve local parks.
Nigerian example: Lagos State uses citizen feedback to improve road maintenance.
Illustration:
Continual Improvement = Always making public services better
Mini summary: Continual improvement helps governments keep getting better.
Definition: Digital government means using technology to deliver public services online ā like paying taxes, renewing licenses, or applying for permits.
Why it matters: Digital services are faster and more convenient for citizens.
Simple explanation: It is like having a government app on your phone.
Realālife example: Estonia is a country that runs most government services online.
School example: Your school uses an online portal to share grades and news.
Home example: Your parents pay taxes online.
Nigerian example: NITDA promotes digital government in Nigeria.
Illustration:
Digital Government = Public services online
Mini summary: Digital government brings public services to your phone or computer.
Definition: Transparency means being open and honest about how decisions are made. Fairness means treating all citizens equally. ITIL 5 helps with both.
Why it matters: Citizens need to trust the government.
Simple explanation: It is like the government showing its work so everyone can see.
Realālife example: A government publishes how it spends citizens' taxes.
School example: A school shares how it uses the budget.
Home example: Your parents explain how they spend the family budget.
Nigerian example: Bureau of Public Service Reforms promotes transparency.
Illustration:
Transparency + Fairness = Trust in Government
Mini summary: ITIL 5 helps governments be transparent and fair.
Definition: Nonāprofit organisations (like charities) also provide services to communities. They use ITIL 5 to run their operations efficiently.
Why it matters: Nonāprofits need to use their limited resources wisely.
Simple explanation: It is like a charity using ITIL 5 to help more people.
Realālife example: The Red Cross uses ITIL 5 to manage disaster response.
School example: A school charity uses ITIL 5 to organise fundraisers.
Home example: A local community group uses ITIL 5 to clean up the neighbourhood.
Nigerian example: Lagos Food Bank uses ITIL 5 to manage food distribution.
Illustration:
Nonāprofit + ITIL 5 = More help for communities
Mini summary: Nonāprofits use ITIL 5 to make the most of their resources.
Definition: Public services face challenges like limited budgets, corruption, and bureaucracy. ITIL 5 helps address these.
Why it matters: These challenges can make public services slow and unfair.
Simple explanation: ITIL 5 is like a toolbox that helps fix these problems.
Realālife example: ITIL 5 helps reduce corruption by making processes transparent.
School example: ITIL 5 helps a school manage its budget better.
Home example: ITIL 5 helps a community manage shared resources fairly.
Nigerian example: Bureau of Public Service Reforms uses ITIL 5 to reduce bureaucracy.
Illustration:
Challenges ā ITIL 5 ā Solutions
Mini summary: ITIL 5 helps overcome common public service challenges.
Definition: Nigeria has several examples of ITIL 5 in government ā like NIMC for ID cards, NITDA for digital skills, and Lagos State for urban management.
Why it matters: These examples show how ITIL 5 is making a difference in Nigeria.
Simple explanation: ITIL 5 is helping Nigeria deliver better services to citizens.
Realālife example: NIMC uses ITIL 5 to improve ID card registration.
School example: A school uses NITDA digital skills programs.
Home example: Your parents use NIMC ID for bank accounts.
Nigerian example: Lagos State uses ITIL 5 for traffic management systems.
Illustration:
Nigeria + ITIL 5 = Better government services
Mini summary: Nigerian government agencies are using ITIL 5 to improve services.
Definition: Many countries use ITIL 5 to improve public services ā like the UK, Australia, and the USA.
Why it matters: We can learn from what other countries are doing.
Simple explanation: ITIL 5 is a global standard for public services.
Realālife example: The UK government uses ITIL 5 to run the National Health Service (NHS).
School example: Australian schools use ITIL 5 to manage student data.
Home example: US citizens use ITIL 5 to renew passports online.
Nigerian example: Nigeria is learning from these global examples.
Illustration:
Global ITIL 5 = Best practices for public services
Mini summary: Countries around the world use ITIL 5 to improve public services.
Definition: In the future, public services will be more digital, personalised, and efficient. ITIL 5 will help make this happen.
Why it matters: This will make life better for everyone.
Simple explanation: Imagine a world where all government services are easy, fast, and fair.
Realālife example: AI will help governments predict and prevent problems.
School example: Schools will use AI to personalise learning for each student.
Home example: Your family will use digital government services for everything.
Nigerian example: NITDA is working on a digital future for Nigeria.
Illustration:
Future Public Services = Digital, Smart, Fair
Mini summary: The future of public services is bright with ITIL 5.
Definition: You donāt have to be a government official to use ITIL 5. You can use it in your school, community, or even at home.
Why it matters: Everyone can contribute to better services.
Simple explanation: You can be a citizen who helps make services better.
Realālife example: You can give feedback to your local government about a service.
School example: You can help improve your schoolās library system.
Home example: You can help your family plan a community cleanāup.
Nigerian example: You can use the NIMC app and give feedback.
Illustration:
You + ITIL 5 = Better services for everyone
Mini summary: You can use ITIL 5 to make a difference in your community.
| Word | Simple definition |
|---|---|
| Public Sector | Government services for citizens. |
| Nonāprofit | An organisation that does not make profit ā it helps people. |
| Citizen | A person who lives in a country and uses its services. |
| Transparency | Being open and honest about decisions. |
| Bureaucracy | Too many rules and procedures that slow things down. |
| Digital Government | Using technology to deliver public services. |
| Service Desk | A help centre for citizens. |
1. Identify ā 2. Map ā 3. Find waste ā 4. Apply ā 5. Set SLA ā 6. Improve
Parents can help children understand public services by talking about the services the family uses ā like waste collection, water supply, and schools. Discuss how ITIL 5 could make these services better.
1. Citizen need
|
V
2. Government plans service
|
V
3. Service is delivered
|
V
4. Citizen gives feedback
|
V
5. Government improves
|
V
6. Repeat
+-----------------------------------------+ | NIGERIAN PUBLIC SECTOR + ITIL 5 | +-----------------------------------------+ | NIMC | Identity management | | NITDA | Digital skills & governance | | Lagos | Urban management | | PHCN | Power restoration | | BPSR | Public service reforms | +-----------------------------------------+
| Private Sector | Public Sector |
|---|---|
| Goal: Profit | Goal: Serve citizens |
| Customers | Citizens |
| Competition | No competition |
| Funding: Revenue | Funding: Taxes |
| Example: Jumia | Example: NIMC |
In Module 8, we explored how ITIL 5 is used in the public sector ā government services and nonāprofit organisations. We learned:
Public services are essential for a healthy, happy society. ITIL 5 helps make them better for everyone.
Match the Nigerian agency to its role.
| Agency | Role |
|---|---|
| 1. NIMC | A. Digital skills and technology |
| 2. NITDA | B. Identity management |
| 3. BPSR | C. Public service reforms |
Answers: 1-B, 2-A, 3-C
Scenario 1: A government office takes too long to process business registrations. How would you use ITIL 5 to improve it?
Hint: Map the value stream, find waste, use technology, and set an SLA.
Scenario 2: A nonāprofit organisation wants to distribute food to more communities. How can ITIL 5 help?
Hint: Use planning, engage volunteers, and use continual improvement.
In groups, research a public service in your community (like waste collection or a public library). Map its value stream and suggest improvements using ITIL 5. Present to the class.
Think of a public service you use. Write a short paragraph on how it could be improved using ITIL 5.
Create a poster that shows how ITIL 5 can improve a public service in Nigeria. Use drawings or cutāouts. Display it in the classroom.
Visit a government office (or research online) and identify a public service. Write a report on how ITIL 5 could make it better.
In the next module, we will explore ITIL 5 and Agile ā how these two powerful frameworks work together to create fast, flexible, and reliable services. We will learn about Scrum, Kanban, and how Agile teams use ITIL 5.
To prepare, think about a project you have worked on (like a school project) and imagine how Agile and ITIL 5 could make it better.
End of Module 8 Ā· ITIL 5 Foundation
Welcome to Module 9! In this module, we will explore how ITIL 5 and Agile work together. You may have heard the word "Agile" before ā it means being able to move quickly and easily. In the world of services, Agile is a way of working that focuses on delivering small pieces of value very quickly.
ITIL 5 and Agile are like two friends who help each other. ITIL 5 makes sure services are reliable and wellāmanaged. Agile makes sure services can change and improve fast. Together, they create fast, flexible, and reliable services.
In this module, we will learn what Agile is, how it works, and how it fits with ITIL 5. We will see examples from Nigeria and around the world. By the end, you will understand why many companies use both ITIL 5 and Agile.
Chidi and his friends want to start a school newspaper. They have a big idea, but they don't want to wait months to print the first issue. They decide to use Agile.
They plan to publish a small issue every two weeks. Each issue has only a few articles. They ask students for feedback after each issue. They use the feedback to make the next issue better. This is called iterative work ā doing small steps and improving each time.
But they also need to make sure the newspaper is always available and wellāorganised. They use ITIL 5 to manage the process: they set up a service desk for questions, they track issues (like missing articles), and they use continual improvement.
This story shows how Agile and ITIL 5 work together ā Agile helps them move fast, and ITIL 5 keeps everything reliable.
Definition: Agile is a way of working that focuses on delivering small, valuable pieces of work very quickly, and then getting feedback to improve.
Why it matters: Agile helps teams respond to change fast.
Simple explanation: It is like building a Lego model ā you build a small part, show it to your friend, get feedback, and then build the next part.
Realālife example: A software team releases a new version of an app every two weeks.
School example: You write a draft of an essay, get feedback, and then write the final version.
Home example: You plan a party step by step ā first the guest list, then the food, then the games.
Nigerian example: Flutterwave uses Agile to add new features to its payment platform.
Illustration:
Agile = Small steps + Feedback + Improvement
Mini summary: Agile is about delivering small, valuable pieces and improving with feedback.
Definition: The Agile Manifesto is a set of four values that guide Agile teams. It was written by a group of software developers in 2001.
Why it matters: These values help teams stay focused on what really matters.
Simple explanation: They are like the ārules of the gameā for Agile.
Realālife example: A team values āindividuals and interactionsā over processes and tools ā so they talk to each other instead of just sending emails.
School example: A group project values āresponding to changeā ā if the teacher changes the project, they adapt quickly.
Home example: Your family values āworking softwareā ā if a recipe works, you keep using it.
Nigerian example: Kuda Bank values ācustomer collaborationā ā they ask customers what they want.
Illustration:
Agile Values: 1. Individuals and interactions over processes and tools 2. Working software over comprehensive documentation 3. Customer collaboration over contract negotiation 4. Responding to change over following a plan
Mini summary: The Agile Manifesto has four values that guide how teams work.
Definition: Scrum is a popular Agile framework. It uses short cycles called āsprintsā (usually 2ā4 weeks) to deliver small pieces of work.
Why it matters: Scrum helps teams organise their work and stay focused.
Simple explanation: It is like a game where you have a clear goal and a short time to score.
Realālife example: A team works in 2āweek sprints to build a new feature.
School example: You work on a project in 2āweek sprints ā first research, then writing, then editing.
Home example: You plan a holiday in sprints ā first book flights, then book hotels, then plan activities.
Nigerian example: Paystack uses Scrum to develop new features.
Illustration:
Scrum: Sprint 1 ā Sprint 2 ā Sprint 3 ā ... ā Done (2 weeks) (2 weeks) (2 weeks)
Mini summary: Scrum uses short sprints to deliver work in small, regular batches.
Definition: Kanban is an Agile method that visualises work on a board. It helps teams see what is being worked on, what is done, and what is next.
Why it matters: Kanban makes work visible and helps manage flow.
Simple explanation: It is like a toādo list on a whiteboard with columns: āTo Doā, āDoingā, āDoneā.
Realālife example: A marketing team uses a Kanban board to track campaign tasks.
School example: You use a Kanban board to track homework tasks.
Home example: Your family uses a Kanban board for chores.
Nigerian example: Jumia uses Kanban to track delivery tasks.
Illustration:
Kanban Board: +----------+----------+----------+ | To Do | Doing | Done | +----------+----------+----------+ | Task 1 | Task 2 | Task 3 | | Task 4 | | Task 5 | +----------+----------+----------+
Mini summary: Kanban visualises work and helps manage what is being done.
Definition: ITIL 5 focuses on managing services and keeping them reliable. Agile focuses on building and changing services quickly.
Why it matters: They have different strengths, so they work well together.
Simple explanation: ITIL 5 is like a steady captain; Agile is like a fast crew.
Realālife example: ITIL 5 makes sure the app is available; Agile makes sure it gets new features.
School example: ITIL 5 makes sure the school timetable is stable; Agile makes sure lessons are updated.
Home example: ITIL 5 makes sure the house is safe; Agile makes sure decorations change for each season.
Nigerian example: MTN uses ITIL 5 for network stability and Agile for new services.
Illustration:
ITIL 5 = Reliability Agile = Speed and flexibility
Mini summary: ITIL 5 is about stability; Agile is about speed and change.
Definition: Both ITIL 5 and Agile focus on delivering value to users. Both use feedback and improvement.
Why it matters: They share the same goal ā happy users.
Simple explanation: They are like two runners in a relay race ā they both want to win.
Realālife example: Both ITIL 5 and Agile use customer feedback to improve.
School example: Both use student feedback to improve lessons.
Home example: Both use family feedback to improve routines.
Nigerian example: Kuda Bank uses both to improve its app.
Illustration:
ITIL 5 + Agile = Same goal: Happy users
Mini summary: ITIL 5 and Agile share the goal of delivering value to users.
Definition: ITIL 5 provides the rules and structures that keep Agile teams safe ā like change management and incident management.
Why it matters: Without guardrails, Agile teams might break things while moving fast.
Simple explanation: ITIL 5 is like the fence on a mountain road ā it keeps you from falling off.
Realālife example: ITIL 5 change management makes sure that Agile updates don't break the system.
School example: ITIL 5 rules make sure that Agile changes to the timetable don't cause confusion.
Home example: ITIL 5 rules make sure that Agile changes to dinner plans don't waste food.
Nigerian example: Flutterwave uses ITIL 5 change management to safely deploy Agile updates.
Illustration:
Agile (fast) + ITIL 5 (guardrails) = Safe and fast
Mini summary: ITIL 5 provides the safety rules that keep Agile teams from breaking things.
Definition: Agile helps ITIL 5 teams respond to changes faster ā like new user requests or market shifts.
Why it matters: ITIL 5 can sometimes be slow. Agile makes it faster.
Simple explanation: Agile is like a turbo boost for ITIL 5.
Realālife example: ITIL 5 teams use Agile sprints to implement changes faster.
School example: ITIL 5 teams use Agile to update school rules quickly.
Home example: ITIL 5 teams use Agile to change family routines faster.
Nigerian example: Kuda Bank uses Agile to respond to customer feedback quickly.
Illustration:
ITIL 5 + Agile = Fast responsiveness
Mini summary: Agile helps ITIL 5 respond to changes faster.
Definition: Let's see how a company uses both. A fintech company wants to add a new payment feature. Agile helps them build it quickly. ITIL 5 helps them manage the change and support users after launch.
Why it matters: This shows how they work together in real life.
Simple explanation: Agile builds; ITIL 5 manages and supports.
Realālife example: Paystack uses Agile to build new features and ITIL 5 to manage them.
School example: Agile builds a new school website; ITIL 5 manages it.
Home example: Agile plans a holiday; ITIL 5 makes sure everything is organised.
Nigerian example: Jumia uses Agile for app updates and ITIL 5 for delivery management.
Illustration:
Agile: Build new feature ITIL 5: Manage change, support users
Mini summary: Agile builds, ITIL 5 manages and supports.
Definition: DevOps is a set of practices that combines development (Dev) and operations (Ops). It helps Agile and ITIL 5 work together smoothly.
Why it matters: DevOps makes the connection between building fast and running reliably.
Simple explanation: DevOps is like a translator that helps Agile and ITIL 5 talk to each other.
Realālife example: DevOps automates testing and deployment so Agile updates are released safely.
School example: DevOps automates the school website updates.
Home example: DevOps automates your family's shared calendar.
Nigerian example: Flutterwave uses DevOps to connect Agile and ITIL 5.
Illustration:
Agile ā DevOps ā ITIL 5 (Build) (Bridge) (Run)
Mini summary: DevOps connects Agile and ITIL 5.
Definition: There are many benefits: faster delivery, better quality, happier users, and more motivated teams.
Why it matters: Companies that use both are more successful.
Simple explanation: It is like having the best of both worlds.
Realālife example: A company can release new features every week and still keep the system stable.
School example: A school can update its curriculum quickly and keep it wellāorganised.
Home example: A family can plan activities quickly and keep the house organised.
Nigerian example: Kuda Bank releases new features often and keeps the app stable.
Illustration:
ITIL 5 + Agile = Fast + Reliable + Happy Users
Mini summary: Combining ITIL 5 and Agile gives you speed, reliability, and happy users.
Definition: There are challenges too: different cultures, resistance to change, and communication gaps.
Why it matters: You need to be aware of these challenges to overcome them.
Simple explanation: It is like two friends who speak different languages ā they need to learn to understand each other.
Realālife example: ITIL 5 teams like processes; Agile teams like flexibility. They need to find a balance.
School example: Teachers (ITIL 5) and students (Agile) need to communicate well.
Home example: Parents (ITIL 5) and children (Agile) need to understand each other.
Nigerian example: Nigerian companies are learning to balance ITIL 5 and Agile.
Illustration:
Challenges: Culture, Communication, Balance
Mini summary: Combining ITIL 5 and Agile can be challenging, but the benefits are worth it.
Definition: Many Nigerian companies use Agile ā like Flutterwave, Kuda Bank, Paystack, and Jumia.
Why it matters: Nigeria is becoming a hub for Agile and ITIL 5 practices.
Simple explanation: Nigerian companies are using the best tools to compete globally.
Realālife example: Kuda Bank releases new features every two weeks.
School example: Some Nigerian schools use Agile to update their curriculum.
Home example: Nigerian families use Agile to plan events and projects.
Nigerian example: Flutterwave uses Agile to add new payment options.
Illustration:
Nigeria + Agile = Fast Growth
Mini summary: Nigerian companies are using Agile to grow fast.
Definition: Start small ā choose one team or one project. Use Agile to deliver a small piece of work. Use ITIL 5 to manage the service. Learn and expand.
Why it matters: You don't need to change everything at once.
Simple explanation: It is like learning to ride a bike ā start with training wheels.
Realālife example: A company starts with one Agile team and one ITIL 5 service.
School example: A school starts with one Agile class and one ITIL 5 service.
Home example: A family starts with one Agile project (like a holiday) and one ITIL 5 routine (like chores).
Nigerian example: Jumia started with a small Agile team and grew from there.
Illustration:
1. Start small ā 2. Learn ā 3. Expand
Mini summary: Start with one team or project and grow slowly.
ITIL 5 and Agile are not enemies ā they are partners. ITIL 5 gives you stability and reliability. Agile gives you speed and flexibility. When you combine them, you get the best of both worlds. Many companies around the world, including in Nigeria, are using both to deliver amazing services.
Mini summary: ITIL 5 and Agile are a powerful team ā use them together!
| Word | Simple definition |
|---|---|
| Agile | A way of working with small, fast steps. |
| Sprint | A short, fixed period of work (usually 2ā4 weeks). |
| Scrum | An Agile framework that uses sprints. |
| Kanban | An Agile method that visualises work on a board. |
| DevOps | A practice that connects development and operations. |
| Iterative | Doing things in small, repeated steps. |
| Manifesto | A public declaration of values and principles. |
1. Choose ā 2. Agile sprint ā 3. ITIL 5 manage ā 4. Feedback ā 5. Expand
Parents can help children understand Agile by using it at home ā like planning a holiday in small steps, getting feedback, and improving. ITIL 5 can be used to keep the household organised and reliable.
1. User need
|
V
2. Agile sprint (build)
|
V
3. ITIL 5 change management (approve)
|
V
4. Deploy (DevOps)
|
V
5. ITIL 5 operations (run, support)
|
V
6. Feedback ā improve
| Scrum | Kanban |
|---|---|
| Uses sprints (timeāboxed) | Continuous flow |
| Team commits to sprint goals | No fixed commitments |
| Roles: Product Owner, Scrum Master, Team | No specific roles |
| Best for new projects | Best for ongoing work |
In Module 9, we explored how ITIL 5 and Agile work together. We learned:
ITIL 5 and Agile are a powerful team ā use them together to create amazing services!
Match the term to its description.
| Term | Description |
|---|---|
| 1. Sprint | A. A visual board for work |
| 2. Kanban | B. A short, fixed period of work |
| 3. DevOps | C. Connects development and operations |
Answers: 1-B, 2-A, 3-C
Scenario 1: A Nigerian school wants to update its online learning platform. How would you use Agile and ITIL 5 together?
Hint: Agile for building; ITIL 5 for managing changes and supporting users.
Scenario 2: A fintech company wants to add a new payment feature. How would you use Agile and ITIL 5?
Hint: Agile for development; ITIL 5 for change management and incident management.
In groups, create a plan for a school project using both Agile and ITIL 5. Show how you would use sprints, feedback, and ITIL 5 practices. Present to the class.
Think of a project you have worked on. Write a short paragraph on how you could have used Agile and ITIL 5 to improve it.
Create a poster that shows how ITIL 5 and Agile work together. Use drawings or cutāouts. Display it in the classroom.
Research a Nigerian company that uses Agile and ITIL 5. Write a report on how they use both and what benefits they have seen.
In the next module, we will explore ITIL 5 in the Digital Age ā how digital transformation, AI, and automation are changing service management. We will look at the future of ITIL 5 and how you can prepare for it.
To prepare, think about a digital service you use (like a game or an app) and imagine how it might change in the next 5 years.
End of Module 9 Ā· ITIL 5 Foundation