The ITIL 4 Foundation
ITIL 4 has been designed to provide a practical and flexible basis to support organizations with their IT and digitally enabled product and service delivery. It is a solid foundation of best practice, from which organizations can innovate and digitally transform. Moving from traditional process-led delivery, the update focusses on co-creating value collaboratively between the organization and stakeholders. It also looks at ITSM, development, operations, business relationships and governance in a holistic way, ensuring all functions across the organization are working towards common objectives.
This course discusses guiding principles of ITIL 4, the four dimensions of Service Management and the Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value
The ITIL 4 Specialist Create, Deliver and Support
This module covers the “core” service management activities and expands the current scope of ITIL to cover the “creation” of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering support practices, methods and tools.
This module will also cover service performance and will give practitioners an understanding of service quality and improvement methods. It will enable IT practitioners to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.
The ITIL 4 Specialist Drive Stakeholder Value
This module covers all types of engagement and interface between the service provider and their customers, users and partners. It focuses on the conversion of demand into value via IT enabled services.
This module covers key topics such as SLA design, multi-sup-plier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It provides candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
The ITIL 4 Specialist High Velocity IT
This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally native organizations. This module includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, Automatic Testing, focusing on rapid delivery of products and services to obtain maximum value.
The ITIL 4 Direct, Plan and Improve Module
This module explores and explains principles, methods, and techniques that can be universally used to direct, plan, and improve.
The ITIL 4 Direct, Plan and Improve section in this course discusses how direction and governance play a prominent role in the ITIL Service Value System. This section focuses on the role of risk and risk management and impact of governance in Direct, Plan and Improve. The section also focuses on the nature, scope and potential benefits of organizational change management. It will provide the practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility.
The ITIL 4 Strategist Digital and IT Strategy
This module explores the ways digital business strategy and IT strategy should align as you tackle tech disruption and drive success.
The module also covers how disruption from new technologies are impacting organizations in every industry and how business leaders are responding. This module adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders.