ITIL Trainings

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

• Foundation (not directly examinable):
  • The key concepts of service management
  • How the ITIL guiding principles can help an organization adopt and adapt service management
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain, and how they interconnect
• Plan and build a service value stream
  • Concepts & challenges of: Organizational structure; Integrated/collaborative teams; Team capabilities, roles, competencies; Team culture and differences; Working to a customer-oriented mindset; Employee satisfaction management; The value of positive communications
  • ‘Shift Left’ approach
  • Planning and managing resources in the service value system:
  • Team collaboration and integration: Workforce planning; Results based measuring and reporting; The culture of continual improvement
  • 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; Artificial intelligence and machine learning; Continuous integration and delivery/deployment
  • Information models
• How to use a value stream to design, develop and transition new services
  • How the following practices contribute: Service design; Software development and Management; Deployment management; Release management; Service Validation and testing; Change Enablement
• How to use a value stream to provide user support
  • How the following practices contribute: Service desk; Incident management; Problem management; Knowledge management; Service level management; Monitoring and event management
• Know how to create, deliver & support services
  • How to co-ordinate, 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)

This is an instructor led classroom course that uses a combination of lectures, practical group discussions, group assignments and sample exam to provide the student with an understanding of the essential parts of the Create, Deliver & Support syllabus and to prepare them for the examination.

Prerequisites

The prerequisite for this course is ITIL 4 Foundation or ITIL 4 Managing Professional (Transition).

The target group is drawn from:

• Those practitioners with significant experience in IT service management who wish to know more about the ‘engine room’ of ITIL value activities Design&Transition, Obtain/Build and Deliver&Support. It forms part of the Managing Professional set of course and so is suitable for individuals looking to achieve that overall designation (Managing Professional).
• This may include but is not limited to, IT professionals, business managers and business process owners.

•                   Introduction and Overview
•                   ITIL 4 Overview
•                   CDS Overview
•                   Service Value Streams
•                   Related ITIL Processes
•                   Create, Deliver & Support Services
•                   Summary

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

• Foundation (not directly examinable):
  • The key concepts of service management
  • How the ITIL guiding principles can help an organization adopt and adapt service management
  • The four dimensions of service management
  • The purpose and components of the ITIL service value system
  • The activities of the service value chain, and how they interconnect
• Understand Key Concepts of Direct, Plan & Improve
  • Understand key terms: Direction; Planning; Improvement; Operating Model; Methods; Risks; Scope of control
  • Understand differences between the following key concepts: Vision and Mission; Strategy, Tactics and Operations; Governance, compliance and management; Policies, Controls and Guidelines
  • Understand the following and relationships to direction, planning & improvement: Value; Outcomes; Costs & Risks
• Identify the scope of control and within this know how to:
  • Cascade goals and requirements
  • Define effective policies, controls and guidelines
  • Place decision-making authority at the correct level
• Understand Governance Risk & Control
  • Understand the role of risk and risk management in DPI
  • Understand how governance impacts DPI
  • Know how to ensure that controls are sufficient, but not excessive
• Principles & methods for all types of improvements
  • Continual improvement model for improving service value system
  • Assessment objectives, outputs, requirements and criteria
  • Selecting appropriate assessment method(s)
  • Define and prioritize desired outcomes of improvements
  • How to build, justify and advocate for business cases
  • How to conduct: improvement reviews; analysis of lessons learned
  • How to embed continual improvement at all levels of SVS
• Methods of Communication & Organizational Change
  • Nature, scope and potential benefits of organizational change management
  • Use key principles and methods of Communication & OCM: Identify and manage different types of stakeholders; Effectively communicate with and influence others; Establish effective feedback channels
  • Establish effective interfaces across the value chain
• Principles/methods of measurement & reporting DPI
  • Defining indicators and metrics to support objectives
• Direct, plan and improve value streams and practices
  • Understand differences between value streams and practices and how they impact direction, planning and improvement
  • Select and use 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

The target group is drawn from:

• Those practitioners with significant experience in IT service management who wish to know more about the strategic and tactical ‘long term’ elements of ITIL. It forms part of the Managing Professional set of course and so is suitable for individuals looking to achieve that overall designation (Managing Professional).
• This may include but is not limited to, IT professionals, business managers and business process owners.

• ITIL 4 Overview
• DPI Overview
• Key Concepts
• Scope of Control
• Governance Risk & Compliance
• Continual Improvement (Model)
• Communications & Organizational Change
• Measurement & Reporting
•  Value Streams & Practices