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. This ITIL 4 certification 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: Plan Implement and Control

The ITIL® 4 Specialist: Plan, Implement and Control is a comprehensive combined practice module designed for IT professionals seeking to establish seamless cross-practice collaboration and optimize service value streams.

The ITIL® 4 Specialist: Plan, Implement and Control course encompasses key concepts from five essential ITIL practices:

• Change Enablement
• Deployment Management
• Release Management
• Service Configuration Management
• IT Asset Management

This ITIL4-DSV: ITIL 4 Specialist Drive Stakeholder Value certification module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key customer/user experience and journey mapping concepts.

Understanding Stakeholder Needs And Expectations: Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.

• Customer Experience Management: Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
• Service Relationships: Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
• Value Co-creation: Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
• Service Level Management: Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
• Service Metrics And KPIs: Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
• Customer Journey Mapping: Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
• Service Improvement: Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
• Communication And Collaboration: Foster positive stakeholder relationships through effective communication and collaboration.

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.