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ITIL® Course Offering

ITIL® Course offerings:

ITIL® offerings are 3 day programs.

ITIL® 4 Foundation Certification Program – 3 Days
ITIL® 4 Specialist: Create Deliver and Support (CDS) Certification Program – 3 Days
ITIL® 4 Strategist: Direct Plan and Improve (DPI) Certification Program – 3 Days
ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification Program – 3 Days
ITIL® 4 Specialist: High Velocity IT (HVIT) Certification Program – 3 Days
ITIL® 4 Leader: Digital and IT Strategy (DITS) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Brian-Bourne-Consulting-Education-Session-Casual

ITIL® 4 Foundation Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

This certification course introduces ITIL® 4 and how the global service management best practice has evolved to manage services holistically across a Service Value System (SVS). ITIL® 4 is the next iteration that incorporates all the best from previous versions of ITIL® and expands on this body of knowledge, by providing a practical and flexible approach to support organizations on their journey to the new world of digital transformation. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The purpose of the ITIL® 4 Foundation qualification is to introduce the management of modern IT-enabled services, to provide an understanding of the common language and key concepts, and to show how organizations and work can improve with the ITIL® 4 guidance. The qualification will provide the candidate with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working.

This is a full training package that includes knowledge transfer as well as the associated certification exam.

Duration

  • This is a 3-day instructor-led virtual or classroom course 
  • The certification exam voucher allows students to schedule their ITIL® 4 Foundation exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a laptop with a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a maximum of 25 students per session

Prerequisites

  • To receive certification, the candidate must successfully pass the ITIL® 4 Foundation exam:
    • 40 multiple choice questions, 60 minutes, closed-book examination
    • Passing mark is a minimum of 65% (26 out of 40)
    • Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total

Brian-Bourne-Consulting-Education-Focus-

Audience

This certification is essential for anyone who works with products and services, and will be of particular interest to:

  • Individuals at the start of their journey in Service Management
  • ITSM Managers and aspiring ITSM Managers
  • Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
  • Existing ITIL® qualification holders wishing to update their knowledge

Program Objective

The ITIL® 4 Foundation exam tests whether you can recall and understand the ITIL® 4 service management framework well enough to be awarded the ITIL® 4 Foundation qualification. The Foundation qualification is a prerequisite for the higher ITIL® 4 qualifications, which assess your ability to apply your understanding of the framework in context.

The qualification will provide the student with an understanding of the ITIL® 4 service management framework and how it has evolved to adopt modern technologies and ways of working, including:

  • Part 1: Key Service Management Concepts
    • Understand the key concepts of service management
  • Part 2: The Four Dimensions of Service Management
    • Understand the four dimensions of service management
  • Part 3: ITIL® Service Value System Organization structure
    • Understand the purpose and components of the ITIL® service value system
  • Part 4: Governance
    • Basic understanding of how governance is integrated into the ITIL® service value system
  • Part 5: ITIL® Guiding Principles
    • Understand how the ITIL® guiding principles can help an organization adopt and adapt service management
  • Part 6: ITIL® Service Value Chain
    • Understand the activities of the service value chain, and how they interconnect
  • Part 7: Continual Improvement
    • Understand Continual Improvement’s role in the Service Value System and the Continual Improvement Model
  • Part 8: ITIL® Practices
    • Know the purpose and key terms of 15 ITIL® practices and understand the details of 7 of these ITIL® practices
  • Part 9: Exam Review and Course Closure

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Foundation core guidance
  • Certification exam voucher

ITIL® 4 Specialist: Create Deliver and Support (CDS) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream: 

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High Velocity IT
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Specialist: Create, Deliver and Support course provides practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows. This course has a focus on the following aspects of the ITIL® 4 Service Value Chain:

  • Design & Transition
  • Obtain & Build
  • Deliver & Support

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Duration

  • This is a 3-day instructor-led virtual or classroom course
  • Students will receive an exam voucher that allows them to schedule their ITIL® 4 Specialist: Create Deliver and Support exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a recommended maximum of 8 students per session 

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • Exam details:
    • 90 minutes
    • Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
    • ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

Audience

  • Individuals continuing their journey in service management
  • ITSM managers, directors and process owners/managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services            
  • Existing ITIL ® qualification holders wishing to develop their knowledge
  • Individuals managing the operation of IT-enabled services 
  • Individuals responsible for the delivery of products and services, including development, deployment and monitoring and support 
  • Individuals responsible to ensure that services are delivered and supported according to agreed service levels

Program Objective

The ITIL® 4 Specialist: Create Deliver and Support (CDS) course provides an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, along with relevant practices, methods and tools.

The course learning objectives include:

  • Understanding how to plan and build a service value stream to create, deliver, and support services
  • Knowing how the relevant ITIL® practices contribute to the creation, delivery and support across the Service Value System and value streams
  • Knowing how to create, deliver and support services

Course Content

  • The ITIL® 4 Create Deliver and Support (CDS) course includes the following content:  
    • How to plan and build a service value stream to create, deliver and support services by:
    • Understanding the concepts and challenges across the service value system, including:
    • Organizational structure  
    • Integrated/collaborative teams, team capabilities, roles, competencies, team culture and differences  
    • Working to a customer-orientated mindset  
    • Employee satisfaction management  
    • The value of positive communications  
    • Understanding how to use a ‘shift left’ approach 
    • Knowing how to plan and manage resources in the service value system through the techniques of:
    • Team collaboration and integration 
    • Workforce planning  
    • Results based measuring and reporting 
    • The culture of continual improvement 
    • Understanding the use and value of information and technology across the service value system, including:
    • Integrated service management toolsets  
    • Integration and data sharing   
    • Reporting and advanced analytics   
    • Collaboration and workflow   
    • Robotic process automation (RPA)  
    • Artificial intelligence and machine learning   
    • Continuous integration and delivery/deployment (CI/CD)  
    • Information models   
    • How ITIL® practices contribute to a value stream for a new service:
    • Service design, Software development and Management, Deployment management, Release management, Service Validation and testing, Change Enablement  
    • How ITIL® practices contribute to a value stream for user support:
    • Service desk, Incident management, Problem management, Knowledge management, Service level management, Monitoring and event management  
    • How to create, deliver and support services through:
    • Co-ordinating, prioritizing and structuring work activities to create deliver and support services, including the management of queues and backlogs and prioritizing work   
    • Understanding the use and value across the service value system of: 
    • Buy vs build considerations, sourcing options, service integration and management (SIAM)  

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Specialist: Create, Deliver and Support core publication
  • Certification exam voucher

ITIL® 4 Strategist: Direct Plan and Improve (DPI) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps. This is a full training package that includes the knowledge transfer as well as the associated certification exam.

The advanced-level ITIL® 4 Managing Professional courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream: 

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High Velocity IT
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Strategist: Direct Plan and Improve (DPI) course provides an understanding on:

  • The practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction
  • The scope and activities relevant to Direct and Plan
  • The role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Using the key principles and methods of Organizational Change Management to direct, plan and improve 

The ITIL® 4 Strategist: Direct Plan and Improve (DPI) course is also a required certification to achieve the ITIL ® 4 Strategic Leader designation, along with the required ITIL® 4 Digital and IT Strategy certification.

This course has a focus on the following aspects of the ITIL® 4 Service Value Chain:

  • Plan
  • Improve
  • Governance elements (Direct) from the Service Value System (SVS)

Duration

  • This is a 3-day instructor-led virtual or classroom course
  • Students will receive an exam voucher that allows them to schedule their ITIL® Strategist: Deliver Plan and Implement exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a recommended maximum of 8 students per session

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • Exam details:
    • 90 minutes
    • Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
    • ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

Audience

  • Managers of all levels involved in shaping direction and strategy or developing a continually improving team
  • Individuals continuing their journey in service management
  • ITSM managers, directors and process owners/managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services            
  • Existing ITIL ® qualification holders wishing to develop their knowledge

Program Objective

The ITIL® 4 Define Plan and Improve (DPI) course learning objectives include:

  • Providing the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction
  • Providing a practical and strategic method for planning and delivering continual improvement with the necessary agility

Course Content

  • The ITIL® 4 Define Plan and Improve (DPI) course content includes:  
    • Understand the key concepts of Direct, Plan & Improve and their relationship to directing, planning & improving, including:
      • Direction, planning and improvement
      • Operating model 
      • Risks
      • Scope of control
      • Value
      • Outcomes
      • Costs and risks and their relationships to direction, planning & improvement
      • Differences between:
        • Vision and mission  
        • Strategy, tactics and operations  
        • Governance, compliance and management  
        • Policies, controls and guidelines
    • Understand how to set the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning, including how to:
    • Cascade goals and requirements 
    • Define effective policies, controls and guidelines  
    • Place decision-making authority at the correct level  
    • Understand the role of GRC and know how to integrate the principles and methods into the service value system, including:
      • The role of risk and risk management in DPI
    • How governance impacts DPI
    • How to ensure that controls are sufficient and not overly excessive
      • Understand how to use the key principles and methods of continual improvement for all improvement initiatives, including how to:
        • Use the ITIL® continual improvement model to improve the service value system  
        • Identify assessment objectives, outputs, requirements and criteria 
        • Select the best assessment method for a particular situation 
        • Define and prioritize desired outcomes of an improvement  
        • Build, justify and advocate for a business case  
        • Conduct improvement reviews and analyze lessons learned
        • Embed continual improvement at all levels of the service value system
    • Understand / know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement
    • Understand / know how to use the key principles and methods of measurement and reporting in direction, planning and improvement, by knowing how define indicators and metrics to support objectives
    • Understand / know how to direct, plan and improve value streams and practices by:  
    • Understanding the differences between value streams and practices and how those differences impact direction, planning and improvement
    • Knowing how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Strategist: Direct, Plan and Improve core publication
  • Certification exam voucher

ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream: 

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High Velocity IT
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course provides an understanding on providing an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

This course has a focus on the following aspects of the ITIL® 4 Service Value Chain:

  • Demand (input)
  • Engage
  • Value (output)

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Duration

  • This is a 3-day instructor-led virtual or classroom course
  • Students will receive an exam voucher that allows them to schedule their ITIL® Specialist: Drive Stakeholder Value (DSV) exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a recommended maximum of 8 students per session

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • Exam details:
    • 90 minutes
    • Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
    • ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

Brian-Bourne-Consulting-Education-Focus-

Audience

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Existing ITIL ® qualification holders wishing to develop their knowledge

Program Objective

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course learning objectives include:

  • Guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services
  • Understanding how all stakeholders must contribute to the co-creation of service value 
  • Describing and understanding the main steps of a customer journey
  • Providing guidance on how to co-create the most valuable journey
  • Including content on service marketing and negotiating agreements

Course Content

  • The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course content includes:  
    • Understand how customer journeys are designed, including:
      • Concept of the customer journey
      • Ways of designing and improving customer journeys
    • Know how to target markets and stakeholders, including:
    • Understanding market characteristics
    • Understanding marketing activities and techniques 
    • Knowing how to describe customer needs and internal and external factors that affect these
    • Knowing how to identify service providers and explain their value propositions
    • Know how to foster stakeholder relationships, by:
      • Understanding the concepts of mutual readiness and maturity 
      • Understanding the different supplier and partner relationship types, and how these are managed 
      • Knowing how to develop customer relationships 
      • Knowing how to analyse customer needs 
      • Knowing how to use communication and collaboration activities and techniques 
      • Knowing how the relationship management practice can be applied to enable and contribute to fostering relationships 
      • Knowing how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management  
    • Know how to shape demand and define service offerings, including:
      • Understanding methods for designing digital service experiences based on value-driven, data-driven and user-centered service design 
      • Understanding approaches for selling and obtaining service offerings 
      • Knowing how to capture, influence and manage demand and opportunities 
      • Knowing how to collect, specify and prioritize requirements from a diverse range of stakeholders 
      • Knowing how the business analysis practice can be applied to enable and contribute to requirement management and service design
    • Know how to align expectations and agree details of services, including how:
      • To plan for value co-creation 
      • To negotiate and agree service utility, warranty and experience 
      • The service level management practice can be applied to enable and contribute to service expectation management  
    • Know how to onboard and offboard customers and users, by:
      • Understanding key transition, onboarding and offboarding activities 
      • Understanding the ways of relating with users and fostering user relationships 
      • Understanding how users are authorized and entitled to services  
      • Understanding different approaches to mutual elevation of customer, user and service provider capabilities  
      • Knowing how to prepare onboarding and offboarding plans 
      • Knowing how to develop user engagement and delivery channels 
      • Knowing how the service catalogue management practice can be applied to enable and contribute to offering user services 
      • Knowing how the service desk practice can be applied to enable and contribute to user engagement
    • Know how to act together to ensure continual value co-creation (service consumption / provisioning), by:  
    • Understanding how users can request services
    • Understanding methods for triaging of user requests
    • Understanding the concept of user communities 
    • Understanding methods for encouraging and managing customer and user feedback 
    • Knowing how to foster a service mindset (attitude, behaviour and culture) 
    • Knowing how to use different approaches to provision of user services 
    • Knowing how to seize and deal with customer and user ‘moments of truth’ 
    • Knowing how the service request management practice can be applied to enable and contribute to service usage
    • Know how to realize and validate service value, by:  
      • Understanding methods for measuring service usage and customer and user experience and satisfaction
      • Understanding methods to track and monitor service value (outcome, risk, cost and resources) 
      • Understanding different types of reporting of service outcome and performance 
      • Understanding charging mechanisms
      • Knowing how to validate service 
      • Knowing how to evaluate and improve the customer journey 
      • Knowing how the portfolio management practice can be applied to enable and contribute to service value realization 

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Specialist: Drive Stakeholder Value Improve core publication
  • Certification exam voucher

ITIL® 4 Specialist: High Velocity IT (HVIT) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream: 

  • ITIL® 4 Specialist: Create, Deliver and Support
  • ITIL® 4 Specialist: Drive Stakeholder Value
  • ITIL® 4 Specialist: High Velocity IT
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Specialist: High Velocity IT (HVIT) course provides an understanding of the ways in which digital organizations and digital operating models function in high velocity environments.

This course has a focus on the following aspects of the ITIL® 4 Service Value Chain (SVC):

  • All inputs, outputs and steps of the SVC

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Duration

  • This is a 3-day instructor-led virtual or classroom course
  • Students will receive an exam voucher that allows them to schedule their ITIL® Specialist: High Velocity IT (HVIT) exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a recommended maximum of 8 students per session

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • Exam details:
    • 90 minutes
    • Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
    • ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

Audience

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments
  • Existing ITIL ® qualification holders wishing to develop their knowledge

Program Objective

The ITIL® 4 Specialist: High Velocity IT (HVIT) course learning objectives include:

  • Understanding concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understanding the digital product lifecycle in terms of the ITIL® ‘operating model’
  • Understanding the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT
  • Knowing how to contribute to achieving value with digital products  
  • Knowing how various practices contribute to HVIT

Course Content

  • The ITIL® 4 Specialist: High Velocity IT (HVIT) course content includes:  
    • Understanding concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT through the concepts of:
      • Digital organization  
      • High-velocity IT  
      • Digital transformation  
      • IT transformation  
      • Digital product  
      • Digital technology 
    • Understanding when the transformation to high-velocity IT is desirable and feasible
    • Understanding the five HVIT objectives associated with digital products to achieve:
      • Valuable investments – strategically innovative and effective application of IT 
      • Fast development – quick realization and delivery of IT services and IT-related products 
      • Resilient operations – highly resilient IT services and IT-related products 
      • Co-created value – effective interactions between service provider and consumer 
      • Assured conformance – to governance, risk and compliance (GRC) requirements
      • Understanding the digital product lifecycle in terms of the ITIL® ‘operating model’, including:
        • Understanding how high-velocity IT relates to:
          • The four dimensions of service management  
          • The ITIL service value system 
          • The service value chain  
    • The digital product lifecycle  
      • Understanding the importance of the ITIL® guiding principles and other fundamental concepts for delivering high-velocity IT, such as:
        • Ethics  
        • Safety culture 
        • Lean culture  
        • Toyota Kata  
        • Lean / agile / resilient / continuous  
        • Service-dominant logic  
        • Design thinking  
        • Complexity thinking  
      • Knowing how to use these principles, models and concepts and how they contribute to:
        • Helping to get customers’ jobs done  
        • Trusting and being trusted  
        • Continually raise the bar  
        • Accepting ambiguity and uncertainty  
        • Committing to continual learning  
      • Knowing how to contribute to achieving value with digital products, by:
        • Knowing how the service provider ensures valuable investments are achieved 
        • Knowing how the following practices are used to contribute to achieving valuable investments
          • Portfolio management 
          • Relationship management 
    • Knowing how the service provider ensures fast development is achieved
        • Knowing how the following practices are used to contribute to achieving fast development:
          • Architecture management  
          • Business analysis  
          • Deployment management  
          • Service validation and testing  
    • Software development and management
    • Knowing how the service provider ensures resilient operations is achieved
        • Knowing how the following practices are used to contribute to achieving resilient operations:
          • Availability management 
          • Capacity and performance management  
          • Monitoring and event management  
          • Problem management  
          • Service continuity management 
    • Infrastructure and platform management
    • Knowing how the service provider ensures co-created value is achieved
        • Knowing how the following practices are used to contribute to achieving co-created value:
          • Relationship management  
          • Service design  
          • Service desk
    • Knowing how the service provider ensures assured conformance is achieved
      • Knowing how the following practices are used to contribute to achieving assured conformance:
        • Information security management  
        • Risk management

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Specialist: High Velocity IT core publication
  • Certification exam voucher 

ITIL® 4 Leader: Digital and IT Strategy (DITS) Certification Program – 3 Days

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.

“The ITIL® courses on this page are offered by Ahead Technology, an ATO of PeopleCert Limited. ITIL® is a [registered] trade mark of PeopleCert Limited. All rights reserved.”

Course Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services. 

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional and Strategic Leader courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 IT Strategic Leader designation, the candidate needs to complete the following courses:  

  • ITIL® 4 Leader: Digital and IT Strategy
  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Leader: Digital and IT Strategy (DITS) course provides the knowledge to enable IT and digital leaders to influence and drive strategic business decisions, by helping them to:

  • Create an appropriate digital strategy aligned to wider business goals
  • Understand how business and IT leaders across the globe are responding to disruption by reshaping corporate strategy, adapting processes and even repurposing entire business models.
  • Explore the use of the ITIL® 4 framework to support organizations on their digital transformation journey, addressing service management challenges and utilizing new technology.

The DITS course also covers how ITIL® 4 can be integrated with emerging practices and new technologies to meet new internal and external challenges.

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Duration

  • This is a 3-day instructor-led virtual or classroom course
  • Students will receive an exam voucher that allows them to schedule their ITIL® Leader: Digital and IT Strategy (DITS) exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)

Delivery Methods

  • Instructor led virtual or classroom environment with a recommended maximum of 8 students per session

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation certification exam OR hold the ITIL® 4 Managing Professional Transition certificate
  • Candidates must be able to demonstrate that they have a minimum of three year’s managerial experience to be eligible to take ITIL 4 Leader: Digital and IT Strategy training
  • Attendance in an accredited training course for this module and successful completion of the certificate exam
  • The training includes four Case Study assignments that are graded in-session, and a multiple-choice exam to be scheduled by the student upon completion of the training session
  • Candidates must pass all the Case Study assignments to take the exam. This will be confirmed to candidates by the trainer before the end of the training
  • Candidates who fail to complete the Case Study assignments in-session, may be given an additional individual written assignment that is based on the same case-study
  • Exam details:
    • Number of questions: 30
    • Duration: 60 minutes (Candidates taking the exam in a language that is not their native or working language are allowed 25% extra time, i.e. 75 minutes in total)
    • Closed book – remote proctored
    • Pass mark: 70% or higher – a raw score of 21 marks or above

Audience

  • IT and business directors, heads of department, aspiring C-Suite professionals and other senior business leaders across the organization.
  • It will help strategy and digital transformation consultants (internal and external) demonstrate how IT strategy differs from digital strategy, provide guidance for integrating digital and IT strategies and promote the importance of a successful digital strategy on business success

Program Objective

The ITIL® 4 Leader: Digital and IT Strategy course learning objectives include:

  • Demonstrating the use of the ITIL® guiding principles in Digital and IT Strategy decisions and activities
  • Understanding how to leverage digital strategy to react to digital disruption
  • Understanding the relationship between the concepts of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value
  • Understanding how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technology
  • Understanding strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence
  • Understanding the risks and opportunities of Digital and IT Strategy
  • Understanding the steps and techniques involved in defining and advocating for a Digital and IT Strategy
  • Understanding how to implement a Digital and IT Strategy

Course Content

  • The ITIL® 4 Leader: Digital and IT Strategy course content covers:  
    • Relating the ITIL® guiding principles to all aspects of Digital and IT Strategy 
    • Understanding the following concepts:
      • Digital Technology  
      • Digital Business  
      • Digital Organization  
      • Digitization  
      • Digital Transformation  
      • Business strategy and business models  
      • Digital and IT Strategy
      • Products 
      • Services 
    • Knowing how to explain the relationship between Digital and IT Strategy and the components of the ITIL SVS
    • Ability to explain environmental analysis in terms of:
      • External analysis: PESTLE 
      • Internal analysis: The four dimensions of service management
    • Knowing how to show how an organization’s viability is related to its agile, resilient, lean, continuous and co-creational capabilities
    • Knowing how to analyse the VUCA factors and address them in a Digital and IT Strategy
    • Explaining and comparing three levels of digital disruption:
      • Ecosystem  
      • Industry/market  
      • Organizational
    • Showing how an organization’s position in a particular market or industry is influenced by the following factors:
      • Achieving customer/market relevance 
      • Achieving operational excellence 
      • Internal and external focus 
      • Balanced approach
    • Using a digital positioning tool to determine the appropriate position for a digital organization
    • Knowing how to apply the following approaches to achieve customer/market relevance:
      • Customer journeys  
      • Omni-channel delivery and support  
      • Context-sensitive delivery and support  
      • Customer analytics 
      • Customer feedback and 360° approaches
    • Knowing how to achieve operational excellence in the four dimensions of service management
    • Understanding the financial aspects of Digital and IT Strategy in terms of the following:
      • Financial policies 
      • Portfolio optimization 
      • Funding projects, products and services 
      • Balancing the cost of innovation and operation 
      • Charging models 
    • Assessing strategic approaches for digital organizations
    • Explaining the concept of risk management in the context of a digital organization, including:  
      • Identifying risk  
      • Assessing risk  
      • Knowing how to explain the concept of risk posture and show how to determine an acceptable balance between opportunity and risk 
      • Explaining the concept of innovation, including its key elements and techniques  
      • Knowing how to apply techniques to develop and maintain a culture of innovation
    • Knowing how to use a digital readiness assessment to perform a gap analysis between an organization’s current and desired positions  
    • Explaining how to define and communicate a vision and a strategy  
    • Knowing how to use business cases to advocate for a Digital and IT Strategy
    • Knowing how to define operating models for digital organizations  
    • Explaining the major skills required of leaders in a digital organization  
    • Applying the following approaches to strategy coordination and implementation:
      • Large-scale transformation  
      • Incremental transformation  
      • Mergers and acquisitions  
      • Individual changes  
    • Explaining approaches to POMs (parallel operating models)
    • Explaining how to assess success of a Digital and IT Strategy  
    • Explaining the typical activities of a digital transformation programme
    • Practical assessment of Digital and IT Strategy knowledge capabilities through completion of in-class assignments
    • Exam preparation guidance

Program Material

  • Digital copy of the learner materials, study-aids and sample exam
  • Digital copy of the official ITIL® 4 Leader: Digital and IT Strategy core publication
  • Certification exam voucher