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ManagementOpleidingen

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ITIL® 4 Foundation (Exam included)

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.

ITIL® 4 Specialist - Drive Stakeholder Value (Exam included)

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.

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ITIL® 4 Specialist - High Velocity IT (Exam included)

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.

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ITIL® 4 Strategist - Direct, Plan & Improve (Exam included)

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.

ITIL®3 Foundation (exam included)

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.

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ITIL® Practitioner (exam 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.

ITIL® Capabilities Stream - Operational Support & Analysis (exam included)

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...

ITIL® Capabilities Stream - Planning, Protection & Optimization (exam included)

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...

ITIL® Capabilities Stream - Release, Control & Validation (exam included)

Introduction to ITIL® Capabilities Stream - Release, Control & Validation.
Processes (Change Management / Service Asset and Configuration Management / Service Validation and Testing / Release and Deployment Management / Request Fulfillment / knowledge Management).
Roles and Responsibilities. Technology and Implementation Considerations...

ITIL® Capabilities Stream - Service Offering & Agreement (exam included)

Introduction to ITIL® Capabilities Stream - Service Offering & Agreement.
Processes (Service Portfolio Management / Service Catalogue Management / Service Level Management / Demand Management / Supplier Management / Financial Management / Business Relationship Management).
Roles and Responsibilities. Technology and implementation Considerations...

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