Duration
3 Days
18 CPD hours
This course is intended for
Delegates attending this course must have successfully achieved the ITIL 4
Foundation Qualification; your certificate must be presented as documentary
evidence to gain admission to this course. Ideally candidates should have at
least two years professional experience working in IT Service Management. The
ITIL 4 HVIT Qualification would most likely suit the following delegates:
Individuals continuing of 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 The above list is a suggestion only. Delegates may
take as few or as many Intermediate qualifications as they require, and to suit
their needs.
Overview
This course has been created to help IT service management practitioners working
in organizations that are becoming more digitally enabled. The practitioners are
familiar with traditional IT service management concepts, and now want to be
able to discuss ?digital? with more confidence, to develop practical
competences, and to be valued contributors in the digital domain. They want to
improve how they and their co-workers: Help get customers? jobs done ? helping
customers become who they seek to become Keep raising the bar ? taking things to
a significantly higher level Trust and are trusted ? as professional knowledge
workers in a healthy workplace Accept ambiguity and uncertainty - not scared of
not knowing an answer Commit to continual learning ? all as part of their daily
work The scope of the course is the primary activities in the digital value
chain. In other words, what the practitioner does and which resources they use
across the lifecycle of digital products, in order to: Make the right digital
investments Realize and deliver digital products and services quickly Provide
digital products and services that are highly resilient to disruption Ensure
that the service consumer realizes value from the digital products and services
Assure conformance of activities with governance, risk and compliance
requirements. Understand and know how to use the key principles and methods of
Organizational Change Management to direction, planning and improvement
Understand and know how to use the key principles and methods of measurement and
reporting in directing, planning and improvement Understand and know how to
direct, plan and improve value streams and practices
ITIL 4 is a framework for quality IT service management (ITSM) through proven
best practice, providing practical and flexible guidance to support your
organization on its journey to digital transformation while empowering your IT
teams to continue to play a crucial role in the wider business strategy. This
course highlights the ways in which digital organizations and digital operating
models function in high-velocity environments, including the use of working
practices such as Agile and Lean, and technical practices and technologies such
as Cloud, Automation, and Automatic Testing. This class includes an exam
voucher.
Prerequisites
* ITIL© 4 Foundation
1 - THE NATURE OF HIGH-VELOCITY IN A DIGITAL WORLD
* Overview of the key ITIL 4 high-velocity terminology
* Understand when the transformation to high velocity IT is desirable and
feasible
* Understand the five 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 interaction between service provider and
consumer
* Assured conformance - to governance, risk and compliance (GRC) requirements.
2 - ITIL OPERATING MODEL ? DIGITAL PRODUCT LIFECYCLE
* Understand 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
3 - FUNDAMENTAL CONCEPTS FOR DELIVERING HVIT
* Understand the following concepts:
* Ethics
* Safety culture
* Toyota Kata
* Lean / Agile / Resilient / Continuous
* Service-dominant logic
* Design thinking
* Complexity thinking
* Use the principles, models and concepts to contribute to:
* Help get customers? jobs done
* Trust and be trusted
* Commit to performance
* Deal with uncertainty
* Improve by being inquisitive
4 - ACHIEVING VALUE WITH DIGITAL PRODUCTS
* Know how the service provider ensures valuable investments are achieved.
* Know how to use the following practices to contribute to achieving valuable
investments:
* Portfolio management
* Relationship management
* Know how the service provider ensures fast deployment is achieved
* Know how to use the following practices to contribute to achieving fast
deployment:
* Architecture management
* Business analysis
* Deployment management
* Service validation and testing
* Software development and management
* Know how the service provider ensures resilient operations are achieved
* Know how to use the following practices 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
* Know how the service provider ensures co-created value is achieved
* Know how to use the following practices to contribute to achieving co-created
value with the service consumer:
* Relationship management
* Service design
* Service desk
* Know how the service provider ensures assured conformance is achieved
* Know how to use the following practices to contribute to achieving assured
conformance:
* Information security management
* Risk management