Many city landmarks offer panoramic views from their observation decks. From a high viewpoint, the distances between some buildings might be closer and others further apart, than at first glance. Perspective is key and necessary component for the successful delivery of mature technology-enabled services.

In service management, two vital elements for success are perspective and flexibility:

• Perspective: understanding the overall picture of what a service does and how it is delivered. This involves a wide variety of skills, processes, knowledge, tools, and technologies to deliver business and customer value.
• Flexibility: involves using the portfolio of tools and artefacts appropriately within complex environments. Service management is not a one-size-fits-all approach. The expectations around the customer experience and business value cannot be met with a single and isolated view.

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL 4 Specialist: Create, Deliver and Support (CDS) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of the Service Value Stream and the use of the Value Stream with a specific focus on the creation, delivery and support of new services, and the provisioning of user support.

Relevant supporting ITIL Practices to these value streams are examined. Team collaboration, integration and organizational cultural aspects critical to the success of the adoption of the value streams are discussed. The course also covers the management and prioritization of work through several techniques and scrutinizes the contribution of continual improvement.

This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business.

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.

ITIL 4 Specialist: IT Asset Management

The ITIL 4 Specialist: IT Asset Management certification course is designed for IT professionals involved in managing costs and risks, monitoring and ensuring compliance, and good governance of IT assets.

Based on the ITIL 4 framework, this ITIL 4 certification provides both strategic and practical best practice guidance to help organisations understand the value of IT Asset Management and its key concepts and challenges. Professionals should be able to use these concepts to foster effective financial stewardship and governance, control costs, manage risks, monitor and ensure compliance. The guidance in this course will also support effective decision making on the purchase, re-use, retirement and disposal of IT assets and assess the sustainability of IT asset decommissioning and disposal.

The ITIL 4 Specialist: Business Relationship Management module is for IT professionals who are involved in establishing and nurturing the relationships between service providers and consumer organizations, and their stakeholders.

Based on the ITIL 4 framework, the module provides both strategic and practical best practice guidance to help organisations understand the value of Business Relationship Management as well as its key concepts and challenges. Professionals should be able to use these concepts to deliver return on investment in digital technology, develop and apply service relationship models and integrate Business Relationship Management in the organisation’s service value streams for a holistic and end-to-end approach.