ITIL Training

1.    ITIL® 4 Foundation:

Description

The ITIL 4 Foundation certification is designed as an introduction to the ITIL 4 framework. This course will enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. ITIL is a widely accepted approach to IT Service Management (ITSM).  The ITIL framework has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

The ITIL 4 Foundation training expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT and digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy. The ITIL 4 Foundation level is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working. The official examination by Axelos is included in the course.

The certification can help:

  • Those who require a basic understanding of the ITIL framework
  • Those who want to understand how ITIL can be used to enhance IT service management
  • IT professionals or others working within an organization that has adopted ITIL

Learning Objectives

After completing the ITIL 4 Foundation training course, candidates will have an understanding of the following:

  • 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.

Target Audience

The target group of the ITIL 4 Foundation certificate in IT Service Management is drawn from:

  • 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.
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

This may include but is not limited to, IT professionals, business managers and business process owners.

 

2.    ITIL® 4 Specialist: Create, Deliver and Support

Description

The ITIL 4 Specialist: Create, Deliver & Support (CDS) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. The ITIL 4 Create, Deliver and Support qualification is intended to provide the candidate 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.

The ITIL 4 Create, Deliver and Support qualification is intended to provide the candidate 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. module provides universal guidance that further explores the concepts introduced in ITIL 4 Foundation while talking about challenges that modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers. CDS is not about the technical aspects of IT service management. Instead, it takes a higher-level view of what needs to happen across all four dimensions of service management to create and manage effective and streamlined services. Accordingly, this module is geared towards the needs of more experienced ITIL practitioners (for example, team leads, managers, and consultants) responsible for the design, development, delivery and support of IT-enabled and digital products and services.

A major element within CDS are the value streams – the series of steps that an organization takes to create and deliver products and services to a service consumer. It’s a journey through the service value chain that depicts the flow of work, value and information across the organization as it converts demand to value.

The ITIL 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery, and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist – Create, Deliver and Support exam specification:

  • Understand the concepts and challenges relating to the following across the service value system.
  • Understand how to use a ‘shift left’
  • Know how to plan and manage resources in the service value system
  • Understand the use and value of information and technology across the service value system.
  • 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 ITIL practices contribute to a value stream for user support.
  • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services.
  • Understand the use and value of the following across the service value system:
    • Buy vs build considerations.
    • Sourcing options
    • Service integration and management

Target Audience

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

 

3.    ITIL® 4 Leader: Digital and IT Strategy

Description

The ITIL 4 Leader: Digital and IT Strategy (DITS) certification focuses on the importance and challenges of creating an appropriate digital strategy to enable the success of businesses and how it can (and should) be integrated to the IT strategy and aligned with the wider organization’s goals. It explores the use of ITIL framework to support organizations in their digital transformation journey by providing a structured and flexible approach for addressing service management challenges and utilizing the potential of modern technology to get the most value from digital technology. It also adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to the very strategic level among companies and business leaders.

The ITIL 4 Digital and IT Strategy (DITS) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Digital and IT Strategy (DITS) publication to establish a learning and improving IT organization. The ITIL 4 Digital and IT Strategy (DITS) qualification is one of the prerequisites for the designation of ITIL 4 Strategic Leader which assesses the candidate’s practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It is also a pre-requisite for the designation of ITIL 4 Strategic Leader, which assesses the candidate’s ability to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success.

ITIL 4 Digital and IT Strategy (DITS) is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements. Therefore, it is the universal module, that will be a key component of both, ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams.

Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a pre-requisite. After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the ITIL 4 Leader: Digital and IT Strategy module to achieve the ITIL 4 Strategic Leader designation.

Course contents

  1. The Use of the ITIL Guiding Principles in Digital and IT Strategy Decisions and Activities
  2. Leveraging Digital Strategy to React to Digital Disruption
  3. Relationship between the Concepts of Digital and IT Strategy
  4. Relationship between the Service Value System and the Service Value Chain
  5. Application of Digital and IT Strategy within an Organization
  6. Strategic Approaches by Digital and Information Technology to Achieve Market Relevance and Operational Excellence
  7. The Risks and Opportunities of Digital and IT Strategy
  8. The Steps and Techniques in Defining and Advocating for A Digital and IT Strategy
  9. Implementation of Digital and IT Strategy
  10. Recap & Exam Preparation

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Leader: Digital and IT Strategy (DITS) exam specification:

  • Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities.
  • Understand how to leverage digital strategy to react to digital disruption.
  • Understand the relationship between the concept of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value.
  • Understand how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technology.
  • Understand the strategic approaches made possible by digital and information technology to achieve customer / market relevance and operational excellence.
  • Understand the risks and opportunities of Digital and IT Strategy
  • Understand the steps and techniques involved in defining and advocating for a Digital and IT Strategy
  • Understand how to implement a Digital and IT Strategy

Target Audience

ITIL 4 Leader Digital and IT Strategy (DITS) is aimed at IT and business directors, heads of departments, aspiring business leaders, and other business professionals across the organization who are involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.

 

4.    ITIL® 4 Strategist: Direct, Plan and Improve

Description

The ITIL 4 Strategist: Direct, Plan and Improve (DPI) certification is one of the 4 modules leading to the ITIL Managing Professional qualification. This module provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. The course covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage. It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.

The ITIL 4 Direct, Plan and Improve examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Direct, Plan and Improve publication to establish a learning and improving IT organization. The ITIL 4 Direct, Plan and Improve qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. It is also a pre-requisite for the designation of ITIL 4 Strategic Leader, which assesses the candidate’s ability to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success.

ITIL 4 Strategist Direct, Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements. Therefore, it is the universal module that will be a key component of both, ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams.

Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a prerequisite. After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the ITIL 4 Leader: Digital and IT Strategy module to achieve the ITIL 4 Strategic Leader designation.

Course contents

  1. ITIL Recap
  2. Strategy and Direction
  3. Assessment and Planning
  4. Measurement and Reporting
  5. Continual Improvement
  6. Communication and Organizational Change Management
  7. Developing a Service Value System
  8. Bringing It Together
  9. Recap & Exam preparation

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Strategist: Direct, Plan and Improve exam specification:

  • Understand the key concepts of Direct, Plan & Improve
  • Understand the scope of what is to be directed and/or planned and know how to use key principles and methods of direction and planning in that context.
  • Understand the role of Governance, Risk and Compliance (GRC) and know how to integrate the principles and
    methods into the service value system.
  • Understand and know how to use the key principles and methods of continual improvement for all types of
    improvements.
  • Understand and know how to use the key principles and methods of communication and organizational change
    management to direction, planning and improvement.
  • Understand and know how to use the key principles and methods of measurement and reporting in direction,
    planning and improvement.
  • Understand and know how to direct, plan and improve value streams and practices.

Target Audience

ITIL 4 Strategist Direct, Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.