ITIL 4 is a framework for quality IT service management (ITSM) through proven best practice, providing practical and flexible guidance to support your organization on its journey to digital transformation while empowering your IT teams to continue to play a crucial role in the wider business strategy. This course highlights the ways in which digital organizations and digital operating models function in high-velocity environments, including the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. If you are interested in this next step on the ITIL journey, please note that you must hold the ITIL 4 Foundation certification. The associated certification exam voucher is included with this course.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

This course has been created to help IT service management practitioners working in organizations that are becoming more digitally enabled. You should be familiar with traditional IT service management concepts, and now want to be able to discuss digital with more confidence, to develop practical competences, and to be a valued contributor in the digital domain. Through this course, you will improve your ability to:

Help get customers jobs done - helping customers become who they seek to become
Keep raising the bar - taking things to a significantly higher level
Trust and be trusted - as professional knowledge workers in a healthy workplace
Accept ambiguity and uncertainty - not scared of not knowing an answer
Commit to continual learning - all as part of your daily work

The scope of the course is the primary activities in the digital value chain. In other words, what you do and which resources you use across the lifecycle of digital products, in order to:

Make the right digital investments
Realize and deliver digital products and services quickly
Provide digital products and services that are highly resilient to disruption
Ensure that the service consumer realizes value from the digital products and services
Assure conformance of activities with governance, risk and compliance requirements
Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
Understand and know how to direct, plan and improve value streams and practices

1

  • The Nature of High-velocity in a digital world

  • Overview of the key ITIL 4 high-velocity terminology
    Understand when the transformation to high velocity IT is desirable and feasible
    Understand the five objectives associated with digital products
2

  • ITIL operating model - digital product lifecycle

  • The four dimensions of service management
    The ITIL service value system
    The service value chain
    The digital product lifecycle
3

  • Fundamental concepts for delivering HVIT

  • Understand the following concepts-
    Ethics
    Safety culture
    Toyota Kata
    Lean / Agile / Resilient / Continuous
    Service-dominant logic
    Design thinking
    Complexity thinking
    Use the principles, models and concepts to
    contribute to-
    Help get customers' jobs done
    Trust and be trusted
    Commit to performance
    Deal with uncertainty
    Improve by being inquisitive
4

  • Achieving value with digital products

  • Know how the service provider ensures valuable investments are achieved.
    Know how to use the following practices to contribute to achieving valuable investments
    Know how the service provider ensures fast deployment is achieved
    Know how to use practices to contribute to achieving fast deployment
    Software development and management
    Know how the service provider ensures resilient operations are achieved
    Know how to use the following practices to contribute to achieving resilient operations
    Know how the service provider ensures co-created value is achieved
    Know how to use practices to contribute to achieving co-created value with the service consumer
    Know how the service provider ensures assured conformance is achieved
    Know how to use practices to contribute to achieving assured conformance
    ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.

Audience

Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification. Ideally candidates should have at least two years professional experience working in IT Service Management.

Language

English

Prerequisites

If you are interested in this next step on the ITIL journey, please note that you must hold the ITIL 4 Foundation certification.

Course Info

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Cost: $ 2,385

Length: 3.0 days (24 hours)

Level:

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