ITIL Digital Training

Course Overview

ITIL 4 Training will equip students with:

• A holistic approach to the facilitation of co-creation of value with customers and other stakeholders in the form of products and services
• The guiding principles of ITIL 4
• The four dimensions of Service Management
• Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
• How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

Audience:

ITIL 4 Foundation is suitable for individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. The certification also applies to IT professionals who work within an organization that has adopted ITIL and so need to be aware of and contribute to the overall service improvement programme.

ITIL 4 continues to support the ITSM community while expanding to a wider range of professionals working in the digital world, guiding how IT interfaces with and leads the wider business strategy.

Prerequisites:
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Outline:

Day 1

1. Course Introduction

• Overview, objectives, agenda, introductions
• About the exam
• Introduction to ITIL 4

2. Service Management

• Value and co-creation
• Stakeholders in service management
• Products and services
• Service relationships
• Value: outcomes, costs and risks

3. Guiding Principles

• Overview
• Guiding principles descriptions

4. Service Management Dimensions Overview

• Descriptions of the four dimensions

Day 2

5. Service Value System

• Service value components
• Organizational considerations

6. Service Value Chain

• Overview
• Value chain activities

7. ITIL Practices

• Introduction
• General management practices
• Service management practices
• Technical management practices

8. Closing and Exam Preparation

Day 3

• Test preparation session with your instructor.

Course Overview

This course provides IT leaders, practitioners, and support staff with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL 4 best practice service value system featured in the latest guidelines.

Audience:

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• Managers of all levels involved in shaping direction and strategy or developing a continually improving team

Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.

Outline:

Understand the following key terms:

• Direction
• Planning
• Improvement
• Operating Model
• Methods
• Risks
• Scope of control

Understand the differences between the following key concepts:

• Vision and Mission
• Strategy, Tactics, and Operations
• Governance compliance and management
• Policies, Controls, and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks, and their relationships to direction, planning & improvement

Identify the scope of control and within this:

• Know how to cascade goals and requirements
• Know how to define effective policies, controls, and guidelines
• Know how to place decision-making authority at the correct level

Know how to ensure that controls are sufficient, but not excessive

Know how to use the ITIL continual improvement model to improve the service value system or any part of the SVS

Know how to identify assessment objectives, outputs, requirements, and criteria

Know how to select an appropriate assessment method for a particular situation

Know how to define and prioritize desired outcomes of an improvement

Know how to build, justify, and advocate for a business case

Know how to conduct:

• Improvement reviews
• Analysis of lessons learned

Know how to embed continual improvement at all levels of the SVS

Understand the nature, scope, and potential benefits of organizational change management

Know how to use the key principles and methods of Communication & OCM

• Identify and manage different types of stakeholders
• Effectively communicate with and influence others
• Establish effective feedback channels

Know how to establish effective interfaces across the value chain

Know how to define indicators and metrics to support objectives

Understand the differences between value streams and practices and how those differences impact direction, planning, and improvement

Know how to select and use the appropriate methods and techniques to direct, plan, and improve value streams and practices.

• Addressing the 4 dimensions
• Applying the guiding principles
• Value stream mapping
• Optimization of workflow
• Elimination of waste
• Ensuring & utilizing feedback

Course Overview

This course provides an understanding of the ways in which digital organizations and digital operating models function in high-velocity environments, focusing on rapid delivery of products & services to obtain maximum value. The qualification will provide the candidate with an understanding of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. The course is based on the ITIL 4 best practice service value system featured in the latest guidelines.

Audience:

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high-velocity environments

Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.

Outline:

Understand the following terms:

• Digital organization
• High-velocity IT
• Digital transformation
• IT transformation
• Digital products
• Digital technology
• Understand when the transformation to high-velocity IT is desirable and feasible

The five objectives associated with digital products – to achieve:

• Valuable investments – strategically innovative and effective application of IT
• Fast development – quick realization and delivery of IT services and IT-related products
• Resilient operations – highly resilient IT services and IT-related products
• Co-created value – effective interaction between service provider and consumer
• Assured conformance – to governance, risk, and compliance (GRC) requirements

Understand how high-velocity IT relates to:

• The four dimensions of service management
• The ITIL service value system
• The service value chain
• The digital product lifecycle

Understand the following concepts:

• Ethics
• Safety culture
• Toyota Kata
• Lean / Agile / Resilient / Continuous

• Service-dominant logic
• Design thinking
• Complexity thinking

Know how to use the following principles, models, and concepts:

• Ethics
• Safety culture
• Lean culture
• Toyota Kata
• Lean / Agile / Resilient / Continuous
• Service-dominant logic
• Design thinking
• Complexity thinking

To contribute to:

• Help get customers’ jobs done
• Trust and be trusted
• Commit to performance
• Deal with uncertainty
• Improve by being inquisitive
• Know how the service provider ensures valuable investments are achieved

Know how to use the following practices to contribute to achieving valuable investments:

• Portfolio management
• Relationship management
• Know how the service provider ensures fast deployment is achieved

Know how to use the following practices to contribute to achieving fast deployment:

• Architecture management
• Business analysis
• Deployment management
• Service validation and testing
• Software development and management
• Know how the service provider ensures resilient operations are achieved

Know how to use the following practices to contribute to achieving resilient operations:

• Availability management
• Capacity and performance management
• Monitoring and event management
• Problem management
• Service continuity management
• Infrastructure and platform management
• Know how the service provider ensures co-created value is achieved

Know how to use the following practices to contribute to achieving co-created value with:

• Relationship management
• Service design
• Service desk
• Know how the service provider ensures assured conformance is achieved

Know how to use the following practices to contribute to achieving assured conformance:

• Information security management
• Risk management

Course Overview

This course provides those IT leaders, practitioners, and support staff who already hold the ITIL 4 foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key CX, UX, and journey mapping concepts. The course is based on the ITIL 4 best practice service value system featured in the latest guidelines.

Audience:

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers

Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.

Outline:

• Understand the concept of the customer journey
• Understand the ways of designing and improving customer journeys
• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and internal and external factors that affect these
• Know how to identify service providers and explain their value propositions
• Understand the concepts of mutual readiness and maturity
• Understand the different supplier and partner relationship types, and how these are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration activities and techniques
• Know how the following practices can be applied to enable and contribute to fostering relationships:
  • Relationship management
  • Supplier management
• Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design
• Understand approaches for selling and obtaining service offerings
• Know how to capture, influence, and manage demand and opportunities
• Know how to collect, specify, and prioritize requirements from a diverse range of stakeholders
• Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design
• Know how to plan for value co-creation
• Know how to negotiate and agree service utility, warranty, and experience
• Know how the Service level management practice can be applied to enable and contribute to service expectation management
• Understand key transition, onboarding, and offboarding activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to mutual elevation of customer, user, and service provider capabilities
• Know how to prepare onboarding and offboarding plans
• Know how to develop user engagement and delivery channels
• Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services
• Know how the Service Desk practice can be applied to enable and contribute to user engagement
• Understand how users can request services
• Understand methods for triaging of user requests
• Understand the concept of user communities
• Understand methods for encouraging and managing customer and user feedback
• Know how to foster a service mindset (attitude, behavior, and culture)
• Know how to use different approaches to the provision of user services
• Know how to seize and deal with customer and user ‘moments of truth’
• Know how the Service request management practice can be applied to enable and contribute to service usage
• Know how to realize and validate service value
• Understand methods for measuring service usage and customer and user experience and satisfaction
• Understand methods to track and monitor service value (outcome, risk, cost, and resources)
• Understand different types of reporting of service outcomes and performance
• Understand charging mechanisms
• Know how to assess service value realization
• Know how to prepare to evaluate and improve the customer journey
• Know how the Portfolio management practice can be applied to enable and contribute to service value realization

Course Overview

This course provides those IT leaders, practitioners, and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools. It gives them an understanding of service performance, service quality, and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Audience:

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.

Outline:

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

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

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

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

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

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

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

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

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

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

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

• Managing queues and backlogs
• Prioritizing work

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

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