ITIL has led the IT Service Management industry with guidance, training and certification programs for over 30 years. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
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This module covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. It focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.
It covers service performance aspects and provides practitioners with an understanding of service quality and improvement methods.
It enables IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.
This module covers all types of engagement and interactions between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.
It addresses topics such as Service Level Agreement (SLA) design, multi-supplier management, communication, relationship management, customer experience (CX) and user experience (UX) design, and customer journey mapping.
It provides candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It helps aspiring organizations to operate in a similar way to successful digitally-native organizations.
It includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing, focusing on rapid delivery of products and services to obtain maximum value.
This is a universal module that will be a key component of both ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams.
It provides candidates with the practical skills necessary to create a learning and improving IT organization, with a strong and effective strategic direction.
It covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage.
It provides practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.
This module is a straightforward transition to ITIL 4. It is designed to allow ITIL v3 candidates to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via a single training course and examination.
It provides candidates with a clear understanding of the new ITIL 4 concepts including the key differences between the previous iteration of ITIL and the new one and how they can be practically applied.
It highlights the key elements from each one of the four ITIL Managing Professional (MP) modules:
- Create, Deliver and Support (CDS)
- Drive Stakeholder Value (DSV)
- High Velocity IT (HVIT)
- Direct, Plan and Improve (DPI)
An intensive three-day course for IT managers, team leaders and other IT professionals needing a basic understanding of the ITIL® framework and how it can be used to improve the quality of IT services.
The exam is included.
This course is designed as preparation to sit the ITIL® practitioner examination which is included in the course delivery. It will tell students "how" to implement service improvements based around ITIL®’s philosophy of ‘Adopt and Adapt’. It has an holistic syllabus covering 9 guiding principles of service improvement, the Service Improvement Approach, Communication, Metrics and Measurement, Communication, and Organizational Change Management.
Introduction to ITIL® Operational Support & Analysis.
Processes (Event Management / Incident Management / REquest Fulfillment / Access Management / Problem Management).
ROles and Responsibilities (Service Desk / Technical Management / IT Operations Management / Application Management). Technology and Implementation Considerations...
Introduction to ITIL® Planning, Protection & Optimization.
Processes (Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management).
Roles and Responsibilities. Technology and Implementation Considerations...