S.NoDescription (2 Days)
From the ITIL 4 Foundation Module:
Understand the key concepts of service management
Understand how the ITIL guiding principles
Understand the four dimensions of service management
Understand the purpose and components of the ITIL SVS
Service value chain, and how they interconnect
From the ITIL 4 Specialist Create, Deliver and Support Module
Plan and build a service value stream to create, deliver, and support
ITIL practices contribute to the CDS across the SVS and Value streams
Know how to create, deliver and support services
From the ITIL 4 Specialist High Velocity IT Module:
Concepts regarding the high-velocity nature of the digital enterprise
Digital product lifecycle in terms of the ITIL ‘operating model’
ITIL Guiding Principles and other concepts for delivering HvIT
From the ITIL 4 Specialist Drive Stakeholder Value Module:
Customer journeys are designed
Know how to foster stakeholder relationships
Shape demand and define service offerings
Onboard and offboard customers and users
Continual value co-creation (service consumption / provisioning)
Know how to realise and validate service value
From the ITIL 4 Strategist Direct Plan and Improve Module:
Understand the scope and activities relevant to Direct, Plan and Improve
Role of GRC and how to integrate the principles and methods into the SVS
Key principles and methods of Organizational Change Management to direction, planning and improvement