ITIL 4 Managing Professional Training and Certification
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Agenda and Outline
ITIL 4 Foundation
Understand the key concepts of service management
Understand how the ITIL guiding principles can help an organization to adopt and adapt service
management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
CREATE, DELIVER AND SUPPORT
Understand how to plan and build a service value stream to create, deliver, and support services
Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
Know how to create, deliver and support services
DRIVE STAKEHOLDER VALUE
Understand how customer journeys are designed
Know how to foster stakeholder relationships
Know how to shape demand and define service offerings
Know how to onboard and offboard customers and users
Know how to act together to ensure continual value co-creation (service consumption / provisioning)
Know how to realize and validate service value
HIGH VELOCITY IT
§ Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
§ Understand the digital product lifecycle in terms of the ITIL ‘operating model’
§ Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high velocity IT 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 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 Communication and Organizational Change Management to direction planning and improvement
