ITILv4 Certification Training

Module 01 : Introduction

• Exam Details
• Case Study: The CIOs Vision for Axle
• Case Study: Axle Car Hire
• Introduction to IT Service Management in the Modern World
• Introduction to ITIL 4
• Course Structure
• Course Agenda
• Course Learning Objectives
• Course Overview
• Let’s Get to Know Each Other

Module 02 : Service Management: Key Concepts

• Value: Outcomes, Costs, and Risks
• Service Relationships
• Value: Service, Products, and Resources
• Value and Value Co-Creation

Module 03 : The Guiding Principles

• Applying the Guiding Principles
• The Seven Guiding Principles

Module 04 : The Four Dimensions of Service Management

• External Factors and Pestle Model
• Value Streams and Processes
• Partners and Suppliers
• Information and Technology
• Organizations and People

Module 05 : Service Value System

• Overview of the Service Value Chain
• Overview of Service Value System

Module 06 : Continual Improvement

• Relationship between Continual Improvement and Guiding Principles
• The Continual Improvement Model
• Introduction to Continual Improvement

Module 07 : Overview of ITIL Practices

• The Service Level Management Practice
• The Service Desk Practice
• The Service Request Management Practice
• The Problem Management Practice
• The Incident Management Practice
• The Change Control Practice
• The Continual Improvement Practice
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• Purpose of ITIL Practices

Module 01 : ITIL® 4 FOUNDATION 7

• Introduction
• Service Management: Key Concepts
• The Guiding Principles
• The Four Dimensions of Service Management
• The ITIL Service Value System

Module 02 : CREATE, DELIVER AND SUPPORT

• Introduction
• ITSM Professionalism
• Resource Planning and Management
• Value Streams to Create, Deliver and Support Services
• Prioritize and Manage Work

Module 03 : DRIVE STAKEHOLDER VALUE

• Introduction
• Customer Journey
• Engage and Foster Relationships
• Shape Demand and Define Service Offering
• Onboard and Offboard Customers and Users
• Co-creation and Consumption of Services
• Realize and Validate Service Value

Module 04 : HIGH VELOCITY IT 253

• Introduction
• Key Concepts of High Velocity IT
• High Velocity IT Objectives
• High Velocity ITIL
• High Velocity IT Culture

Module 05 : DIRECT, PLAN AND IMPROVE

• Introduction
• Key Concepts of Direct, Plan and Improve
• Role of GRC and Integration into Service Value System
• Organizational Change Management

Module 01 : ITIL GUIDING PRINCIPLES TO ALL ASPECTS OF DIGITAL AND IT STRATEGY

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep It Simple and Practical
• Optimize and Automate

Module 02 : LEVERAGE DIGITAL STRATEGY TO REACT TO DIGITAL DISRUPTION

• Digital Technology
• Digital Business
• Digital Organisation
• Digitization
• Digital Transformation
• Business Strategy and Business Models
• Digital and IT Strategy
• Products
• Services
• Relationship Between Digital, IT Strategy, and Components of ITIL SVS

Module 03 : RELATIONSHIP BETWEEN CONCEPTS OF DIGITAL AND IT STRATEGY, SERVICE VALUE SYSTEM AND SERVICE VALUE CHAIN

• Environmental Analysis
• External Analysis: PESTLE
• Internal Analysis: Four Dimensions of Service Management

Module 04 : HOW AN ORGANISATION USES DIGITAL AND IT STRATEGY TO REMAIN VIABLE IN ENVIRONMENTS

• How an Organisation’s Viability is Related to Agile, Resilient, Lean, Continuous and Co-Creational it is
• How to Analyse the VUCA Factors and Address them in a Digital and IT Strategy
• Organisation’s Position in a Particular Market or Industry
• Digital Positioning Tool to Determine Appropriate Position for a Digital Organisation

Module 05 : EXPLAIN AND COMPARE THREE LEVELS OF DIGITAL DISRUPTION

• Ecosystem
• Industry/Market
• Organisational
• Influenced factors
• Achieving Customer/Market Relevance
• Achieving Operational Excellence
• Internal and External Focus
• Balanced Approach

Module 06 : STRATEGIC APPROACHES BY DIGITAL AND IT TO ACHIEVE CUSTOMER/MARKET RELEVANCE AND OPERATIONAL EXCELLENCE

• How to Apply Approaches to Achieve Customer/Market Relevance
• Customer Journeys
• Omnichannel Delivery and Support
• Context-Sensitive Delivery and Support
• Customer Analytics
• Customer Feedback and 360° Approaches
• How to Achieve Operational Excellence in the Four Dimensions of Service Management
• Understand the Financial Aspects of Digital and IT Strategy in Terms of the Following
• Financial Policies
• Portfolio Optimisation
• Funding Projects, Products and Services
• Balancing Cost of Innovation and Operation
• Charging Models
• Assess Strategic Approaches for Digital Organisations

Module 07 : RISKS AND OPPORTUNITIES OF DIGITAL AND IT STRATEGY

• Concept of Risk Management in the Context of a Digital Organisation
• Context of Digital and IT Strategy
• Identify Risk
• Assess Risk
• Concept of Risk Posture and Show How to Determine an Acceptable Balance Between Opportunity and Risk
• Explain the Concept of Innovation, Including its Key Elements and Techniques
• Apply Techniques to Develop and Maintain a Culture of Innovation

Module 08 : STEPS AND TECHNIQUES INVOLVED IN DEFINING AND ADVOCATING FOR DIGITAL AND IT STRATEGY

• How to Use Digital Readiness Assessment to Perform Gap Analysis Between an Organisation’s Current and Desired Positions Approaches for Scraping Data from Dynamic Websites
• How to Define and Communicate a Vision and a Strategy
• How to Use Business Cases to Advocate for a Digital and IT Strategy

Module 09 : IMPLEMENTATION OF A DIGITAL AND IT STRATEGY

• How to Define Operating Models for Digital Organisations
• Major Skills Required of Leaders in Digital Organisation
• Apply Approaches to Strategy Coordination and Implementation:
• Large-Scale Transformation
• Incremental Transformation
• Mergers and Acquisitions
• Individual Changes
• Approaches to POMs (Parallel Operating Models)
• How to Assess Success of a Digital and IT Strategy
• Typical Activities of a Digital Transformation Programme

Module 01 : ITIL 4 Foundation

Module 02 : ITIL Managing Professional

Module 03 : ITIL 4 Strategic Leader

Module 04 : ITIL Master