29 ITIL courses

Duration 3 Days 18 CPD hours This course is intended for This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL© 4 Foundation certification and who want to prepare for ITIL© 4 Foundation exam. Overview By the completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL© Practices, and the new Service Value Chain that incorporate the core of ITIL© version 4. ITIL© is the world?s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL© 4. This course will earn you 21 PDUs. This class includes an exam voucher. 1 - ITIL 4 OVERVIEW * Introduction to ITIL * Key Concepts of ITIL 2 - THE ITIL FRAMEWORK * The Four Dimensions of Service Management * The ITIL Service Value System 3 - THE ITIL GUIDING PRINCIPLES * Focus on Value * Start Where You Are * Progress Iteratively with Feedback * Collaborate and Promote Visibility * Think and Work Holistically * Keep It Simple and Practical * Optimize and Automate 4 - THE ITIL SERVICE VALUE SYSTEM (SVS) * Governance * The Service Value Chain * Continual Improvement 5 - KEY ITIL PRACTICES * Continual Improvement * Service Level Management * Change Control * Incident Management * Service Request Management * Service Desk * Problem Management 6 - OTHER ITIL PRACTICES * General Management Practices * Service Management Practices * Technical Management Practices

Want to learn how to deliver high-quality IT services that meet the needs of your business and customers? Then take the ITIL Foundation course.

Discover the transformative power of ITIL Practitioner in just one course! Unleash your potential in IT Service Management, master principles and themes, embrace organizational change, and unlock the secrets of continual improvement. Join us on a journey to IT excellence.

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. HOW CUSTOMER JOURNEYS ARE DESIGNED * Understand the concept of the customer journey * Understand the ways of designing and improving customer journeys * HOW TO TARGET MARKETS AND STAKEHOLDERS * Understand the characteristics of markets * Understand marketing activities and techniques * Know how to describe customer needs and internal and external factors that affect these * Know how to identify service providers and explain their value propositions * HOW TO FOSTER STAKEHOLDER RELATIONSHIPS * Understand the concepts mutual readiness and maturity * Understand the different supplier and partner relationship types, and how these are managed * Know how to develop customer relationships * Know how to analyze customer needs * Know how to use communication and collaboration activities and techniques * Know how the ?Relationship management? practice can be applied to enable and contribute to fostering relationships * Know how the ?Supplier management? practice can be applied to enable and contribute to supplier and partner relationships management * HOW TO SHAPE DEMAND AND DEFINE SERVICE OFFERINGS * Understand methods for designing digital service experiences based on value driven, data driven and user centered service design * Understand approaches for selling and obtaining service offerings * Know how to capture, influence and manage demand and opportunities * Know how to collect, specify and prioritize requirements from a diverse range of stakeholders * Know how the ?Business analysis? practice can be applied to enable and contribute to requirement management and service design * HOW TO ALIGN EXPECTATIONS AND AGREE DETAILS OF SERVICES * Know how to plan for value co-creation * Know how to negotiate and agree service utility, warranty and experience * Know how the ?Service level management? practice can be applied to enable and contribute to service expectation management HOW TO ONBOARD AND OFFBOARD CUSTOMERS AND USERS * Understand key transition, onboarding and offboarding activities * Understand the ways of relating with users and fostering user relationships * Understand how users are authorized and entitled to services * Understand different approaches to mutual elevation of customer, user and service provider capabilities * Know how to prepare onboarding and offboarding plans * Know how to develop user engagement and delivery channels * Know how the ?Service Catalogue management? practice can be applied to enable and contribute to offering user services * Know how the ?Service Desk? practice can be applied to enable and contribute to user engagement HOW TO ACT TOGETHER TO ENSURE CONTINUAL VALUE CO-CREATION * Understand how users can request services * Understand methods for triaging of user requests * Understand the concept of user communities * Understand methods for encouraging and managing customer and user feedback * Know how to foster a service mindset (attitude, behavior and culture) * Know how to use different approaches to provision of user services * Know how to seize and deal with customer and user ?moments of truth? * Know how the ?Service request management? practice can be applied to enable and contribute to service usage HOW TO REALIZE AND VALIDATE SERVICE VALUE * Understand methods for measuring service usage and customer and user experience and satisfaction * Understand charging mechanisms * Know how to assess service value realization * Know how to prepare to evaluate and improve the customer journey * Know how the ?Portfolio management? practice can be applied to enable and contribute to service value realization * ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. ADDITIONAL COURSE DETAILS: Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Explore ITIL4 Foundation, a comprehensive course delving into modern IT service management practices. Learn key concepts, principles, and processes to enhance organisational efficiency and align IT services with business goals. -------------------------------------------------------------------------------- ABOUT THIS COURSE -------------------------------------------------------------------------------- * £519.00 * 153 lessons * Accredited training * Certificate of completion included * Exam included -------------------------------------------------------------------------------- Course curriculum * Module 1 - Introduction * 1.1 Tutor Introduction * 1.2 Certifications * 1.3 Course Features * 1.4 Why ITIL? * Module 2 - Key Concepts * 2.1 What is a Service? * 2.2 What is Utility? * 2.3 What is Warranty? * 2.4 What are Customers, Users and Sponsors? * 2.5 What is Service Management? * 2.6 Creating value with Services * 2.7 Value & Value Co-creation * 2.8 What is Value? * 2.9 Organisations and Stakeholders * 2.10 Service Providers * 2.11 Other Stakeholders * 2.12 Value: Outcome, Cost and Risk * 2.13 Figure, Balance, Outcomes, Costs, Risks * 2.14 Outputs and Outcomes * 2.15 Cost * 2.16 Risk - Part 1 * 2.17 Risk - Part 2 * 2.18 Utility & Warranty - Part 1 * 2.19 Utility & Warranty - Part 2 * 2.20 Services Offerings * 2.21 Services Relationship * 2.22 Service Provisions * 2.23 Services Relationship Model * 2.24 Goods, Resources & Actions * 2.25 Products & Services * Test Your Knowledge Quiz * Module 3 - Guiding Principals * 3.1 Guiding Principles - Introduction Part 1 * 3.2 Guiding Principles - Introduction Part 2 * 3.3 Guiding Principles - The Key Message is Discussed! * 3.4 Guiding Principles - Nature, Use & Interaction of the Guiding Principles * 3.5 Focus on Value - The Key Message Discussed! * 3.6 Focus on Value - The Service Consumer & What is their Perspective of Value * 3.7 Focus on Value - The Customer Experience * 3.8 Focus on Value - How to Apply the Principle! * 3.9 Start Where You Are - Key Message Discussed! * 3.10 Start Where Your Are - Assess Where You Are * 3.11 Start Where You Are - The Role of Measurement * 3.12 Start Where You Are - How to Apply the Principle! * 3.13 Progress Iteratively with Feedback - Key Message Discussed! * 3.14 Progress Iteratively with Feedback - The Role of Feedback * 3.15 Progress Iteratively with Feedback - Iteration & Feedback Together * 3.16 Progress Iteratively with Feedback - How to Apply the Principle * 3.17 Collaborate & Promote Visibility - Key Message Discussed! (Part 1) * 3.18 Collaborate & Promote Visibility - Key Message Discussed! (Part 2) * 3.19 Collaborate & Promote Visibility - Key Message Discussed! (Part 3) * 3.20 Collaborate & Promote Visibility - Whom to Collaborate with (Part 1) * 3.21 Collaborate & Promote Visibility - Whom to Collaborate with (Part 2) * 3.22 Collaborate & Promote Visibility - Communication for Improvement * 3.23 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 1) * 3.24 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 2) * 3.25 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 3) * 3.26 Collaborate & Promote Visibility - How to Apply * 3.27 Think & Work Holistically - Key Message Discussed! (Part 1) * 3.28 Think & Work Holistically - Key Message Discussed! (Part 2) * 3.29 Think & Work Holistically - Key Message Discussed! (Part 3) * 3.30 Think & Work Holistically - How to Apply the Principle * 3.31 Optimise & Automate - Key Message Discussed! (Part 1) * 3.32 Optimise & Automate - The Key Message Discussed! (Part 2) * 3.33 Optimise & Automate - The Road to Optimisation (Part 1) * 3.34 Optimise & Automate - The Road to Optimisation (Part 2) * 3.35 Optimise & Automate - How to Apply the Principle * 3.36 Keep it Simple and Practical - Key Message Discussed! * 3.37 Keep it Simple & Practical - How to Apply the Principle * 3.38 Principle Interaction * Test Your Knowledge Quiz * Module 4 - 4 Dimensions of Service Management * 4.1 Introduction * 4.2 The 4 Dimensions of Service Management * 4.3 Organisation & People (Part 1) * 4.4 Organisations & People (Part 2) * 4.5 Organisation & People (Part 3) * 4.6 Information & Technology (Part 1) * 4.7 Information & Technology (Part 2) * 4.8 Information & Technology (Part 3) * 4.9 Information & Technology (Part 4) * 4.10 Partners & Suppliers (Part 1) * 4.11 Partners & Suppliers (Part 2) * 4.12 Partners & Suppliers (Part 3) * 4.13 Partners & Suppliers (Part 4) * 4.14 Partners & Suppliers (Part 5) * 4.15 Partners & Suppliers (Part 6) * 4.16 Value Streams & Processes (Part 1) * 4.17 Value Streams & Processes (Part 2) * 4.18 Value Streams & Processes (Part 3) * 4.19 Value Streams & Processes (Part 4) * Test Your Knowledge Quiz * Module 5 - The Service Value System * 5.1 Introduction * 5.2 Describe the ITIL Service Value System (Part 1) * 5.3 Describe the ITIL Service Value System (Part 2) * 5.4 Describe the ITIL Service Value System (Part 3) * 5.5 Describe the ITIL Service Value System (Part 4) * Test Your Knowledge Quiz * Module 6 - Service Value Chain and the Service Value Stream * 6.1 Learning Objectives * 6.2 Service Value Chain Model * 6.3 The Interconnected Service Value Chain "elements" * 6.4 The Interconnected Service Value Chain "more" * 6.5 The Interconnected Service Value Chain "Value Streams" * 6.6 The Interconnected Service Value Chain "Steps" * 6.7 Plan * 6.8 Improve * 6.9 Engage * 6.10 Design & Transition * 6.11 Obtain/Build * 6.12 Deliver & Support * Test Your Knowledge Quiz ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The swirl logo ™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Venture into the realm of IT service excellence with the ITIL Practitioner course, where the chronicles of Information Technology Infrastructure Library (ITIL) come to life. This immersive educational experience is tailored to enlighten enthusiasts on the intricate tapestry of IT Service Management (ITSM) and the Continuous Service Improvement (CSI) model that stands at the heart of ITIL practices. From the foundational bricks of principles and themes, the course ascends to the strategic nuances of Organizational Change Management (OCM), ensuring participants grasp the transformative nature of IT services. The curriculum delves into the mechanisms that fortify communication as a catalyst for service enhancement. Learners are equipped with the proficiency to employ metrics and measurement as a compass for ITSM efficacy. As the narrative progresses, the course unravels the synthesis of CSI within the broader ITIL framework, beckoning participants to not just witness but also weave the future of IT services and their governance. Learning Outcomes * Understand the core principles of ITIL and ITSM, including the CSI model. * Develop insights into effective Organizational Change Management. * Learn to foster impactful communication strategies within IT service management. * Acquire the ability to measure and utilize metrics for IT service enhancement. * Integrate CSI strategies effectively within ITIL and organizational practices. WHY CHOOSE THIS ITIL PRACTITIONER COURSE? 1. Unlimited access to the course for a lifetime. 2. Opportunity to earn a certificate accredited by the CPD Quality Standards and CIQ after completing this course. 3. Structured lesson planning in line with industry standards. 4. Immerse yourself in innovative and captivating course materials and activities. 5. Assessments designed to evaluate advanced cognitive abilities and skill proficiency. 6. Flexibility to complete the Course at your own pace, on your own schedule. 7. Receive full tutor support throughout the week, from Monday to Friday, to enhance your learning experience. 8. Unlock career resources for CV improvement, interview readiness, and job success. WHO IS THIS ITIL PRACTITIONER COURSE FOR? * IT professionals seeking to expand their ITIL knowledge. * Managers overseeing IT service management teams. * Change agents responsible for implementing IT service improvements. * Individuals aspiring to integrate ITIL practices within their organizations. * Analysts focused on service management metrics and performance. CAREER PATH * ITIL Practitioner: £35,000 - £60,000 * IT Service Manager: £40,000 - £70,000 * Change Manager: £45,000 - £65,000 * ITIL Consultant: £50,000 - £75,000 * Quality Assurance Manager: £40,000 - £60,000 * Performance Analyst: £30,000 - £50,000 PREREQUISITES This ITIL Practitioner does not require you to have any prior qualifications or experience. You can just enrol and start learning.This ITIL Practitioner was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. CERTIFICATION After studying the course materials, there will be a written assignment test which you can take at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £4.99 Original Hard Copy certificates need to be ordered at an additional cost of £8. COURSE CURRICULUM Introduction to ITIL Practitioner Course Introduction 00:14:00 ITSM & Continual Improvement Learning Objectives 00:06:00 Selecting a Management System 00:11:00 Systems Thinking 00:13:00 The 4Ps 00:13:00 Communication & Management Systems 00:14:00 Organizational Capabilities 00:10:00 Adopt, Adapt & Realize 00:15:00 Outside-in vs Inside-out Thinking  00:11:00 Defining a Service 00:05:00 Metrics & Measurement 00:06:00 Improvement, the Practitioner & CSI 00:10:00 Driving IT Service Management Summary  00:15:00 Checkpoint 00:16:00 Principles & Themes Learning Objectives 00:04:00 Principles 00:24:00 Themes 00:09:00 Principles & Themes in Practice  00:08:00 Principles & Themes Summary 00:03:00 Checkpoint 00:07:00 Organizational Change Management (OCM) Learning Objectives 00:02:00 Role & Impact of OCM on Improvement 00:07:00 OCM Activities 00:16:00 OCM & Systems Thinking  00:06:00 OCM Summary 00:06:00 Checkpoint 00:10:00 Effective Communication to enable CSI Learning Objectives 00:01:00 Value, Importance & Benefit of Good Communication 00:05:00 Principles of Communication 00:11:00 Role of Influence 00:07:00 Communication Summary 00:05:00  Checkpoint 00:09:00 Use Metrics & Measurement Learning Objectives 00:02:00 CSFs, KPIs & Improvement 00:18:00 Analyze CSFs & KPIs in Context 00:09:00 Assessments 00:04:00  Use Metrics & Measurement Summary  00:05:00 Design a Report 00:07:00 Checkpoint 00:07:00 CSI Approach Learning Objectives 00:02:00 It Depends 00:09:00 Approach Deconstructed 00:25:00 Goal Question Metric (GQM) Approach Introduction 00:08:00 CSI Approach Summary 00:05:00 Checkpoint 00:06:00 Integrating CSI with ITIL & Beyond Learning Objectives 00:01:00 CSI Approach for the ITIL Practitioner 00:07:00 CSI Approach in ITIL  00:25:00 CSI Approach, PRINCE2 & RESILIA  00:06:00 Integrating CSI with ITIL & Beyond Summary  00:03:00 Checkpoint 00:06:00 Workbooks Workbooks - ITIL Practitioner - Video Training Course 00:00:00 Assignment Assignment - ITIL Practitioner 00:00:00

OVERVIEW Uplift Your Career & Skill Up to Your Dream Job - Learning Simplified From Home! Kickstart your career & boost your employability by helping you discover your skills, talents and interests with our special ITIL Foundation Course. You'll create a pathway to your ideal job as this course is designed to uplift your career in the relevant industry. It provides professional training that employers are looking for in today's workplaces. The ITIL Foundation Course is one of the most prestigious training offered at StudyHub and is highly valued by employers for good reason. This ITIL Foundation Course has been designed by industry experts to provide our learners with the best learning experience possible to increase their understanding of their chosen field. This ITIL Foundation Course, like every one of Study Hub's courses, is meticulously developed and well researched. Every one of the topics is divided into elementary modules, allowing our students to grasp each lesson quickly. At StudyHub, we don't just offer courses; we also provide a valuable teaching process. When you buy a course from StudyHub, you get unlimited Lifetime access with 24/7 dedicated tutor support. WHY BUY THIS ITIL FOUNDATION? 1. Unlimited access to the course for forever 2. Digital Certificate, Transcript, student ID all included in the price 3. Absolutely no hidden fees 4. Directly receive CPD accredited qualifications after course completion 5. Receive one to one assistance on every weekday from professionals 6. Immediately receive the PDF certificate after passing 7. Receive the original copies of your certificate and transcript on the next working day 8. Easily learn the skills and knowledge from the comfort of your home CERTIFICATION After studying the course materials of the ITIL Foundation there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60. WHO IS THIS COURSE FOR? This ITIL Foundation course is ideal for * Students * Recent graduates * Job Seekers * Anyone interested in this topic * People already working in the relevant fields and want to polish their knowledge and skill. PREREQUISITES This ITIL Foundation does not require you to have any prior qualifications or experience. You can just enrol and start learning.This ITIL Foundation was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. CAREER PATH As this course comes with multiple courses included as bonus, you will be able to pursue multiple occupations. This ITIL Foundation is a great way for you to gain multiple skills from the comfort of your home. COURSE CURRICULUM Course Introduction Course Organization 00:10:00 Course Conventions 00:06:00 Introduction to ITSM ITSM as a Practice 00:31:00 ITSM Lifecycle 00:14:00 ITSM Summary 00:10:00 Continual Service Improvement CSI Introduction 00:23:00 Step Improvement Process 00:10:00 CSI Summary 00:07:00 Service Operation Introduction to Service Operation 00:23:00 Service Operation Processes 01:01:00 Service Operation Functions 00:19:00 Service Operation Summary 00:12:00 Service Transition Introduction to Service Transition 00:14:00 Service Transition Processes 00:57:00 Summary of Service Transition 00:10:00 Service Design Service Design Introduction 00:12:00 Service Design Processes 01:20:00 Service Design Summary 00:10:00 Service Strategy Service Strategy Introduction 00:30:00 Service Strategy Activities 00:21:00 Service Strategy Summary 00:12:00 Workbooks Workbooks - ITIL Foundation - Video Training Course 00:00:00

Duration 3 Days 18 CPD hours This course is intended for This course is aimed at people in senior roles including CIOs, chief digital officers and other aspiring CxOs, as well as consultants and others involved in digital transformations, service delivery and strategic delivery. Overview By the end of this course, you will understand: The internal and external factors to consider while crafting digital strategy How IT strategy differs from digital strategy and how they can be integrated Creating a digital strategy that achieves the most value from digital Implementing and sustaining digital strategy Developing and nurturing digital capabilities for continual business innovation and value co-creation This course takes you on a digital strategy journey. Its iterative, eight-step model moves from ?vision? through to ?actions? and is about creating sustainable, digital momentum. You experience the four key capabilities to develop a holistic, digital capability framework: digital leadership, managing innovation and emerging technologies, risk management and structuring a digital enterprise. This class includes an exam voucher. Prerequisites 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. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. 1 - ITIL GUIDING PRINCIPLES TO ALL ASPECTS OF DIGITAL AND IT STRATEGY * Focus on Value * Start Where You Are * Progress Iteratively with Feedback * Collaborate and Promote Visibility * Think and Work Holistically * Keep It Simple and Practical * Optimise and Automate 2 - LEVERAGE DIGITAL STRATEGY TO REACT TO DIGITAL DISRUPTION * Digital Technology * Digital Business * Digital Organisation * Digitisation * Digital Transformation * Business Strategy and Business Models * Digital and IT Strategy * Products * Services * Relationship Between Digital, IT Strategy and Components of ITIL SVS. 3 - RELATIONSHIP BETWEEN CONCEPTS OF DIGITAL AND IT STRATEGY, SERVICE VALUE SYSTEM AND SERVICE VALUE CHAIN * Environmental Analysis * External Analysis: PESTLE * Internal Analysis: Four Dimensions of Service Management 4 - HOW AN ORGANISATION USES DIGITAL AND IT STRATEGY TO REMAIN VIABLE IN ENVIRONMENTS * How an Organisation?s Viability is Related to Agile, Resilient, Lean, Continuous and Co-Creational it is * How to Analyse the VUCA Factors and Address them in a Digital and IT Strategy * Organisation?s Position in a Particular Market or Industry * Digital Positioning Tool to Determine Appropriate Position for a Digital Organization 5 - EXPLAIN AND COMPARE THREE LEVELS OF DIGITAL DISRUPTION * Ecosystem * Industry/Market * Organisational * Influenced factors * Achieving Customer/Market Relevance * Achieving Operational Excellence * Internal and External Focus * Balanced Approach 6 - STRATEGIC APPROACHES BY DIGITAL AND IT TO ACHIEVE CUSTOMER/MARKET RELEVANCE AND OPERATIONAL EXCELLENCE * How to Apply Approaches to Achieve Customer/Market Relevance * Customer Journeys * Omnichannel Delivery and Support * Context-Sensitive Delivery and Support * Customer Analytics * Customer Feedback and 360ø Approaches * How to Achieve Operational Excellence in the Four Dimensions of Service Management * Understand the Financial Aspects of Digital and IT Strategy in Terms of the Following * Financial Policies * Portfolio Optimization * Funding Projects, Products and Services * Balancing Cost of Innovation and Operation * Charging Models * Assess Strategic Approaches for Digital Organizations 7 - RISKS AND OPPORTUNITIES OF DIGITAL AND IT STRATEGY * Concept of Risk Management in the Context of a Digital Organisation * Context of Digital and IT Strategy * Identify Risk * Assess Risk * Concept of Risk Posture and Show How to Determine an Acceptable Balance Between Opportunity and Risk * Explain the Concept of Innovation, Including its Key Elements and Techniques * Apply Techniques to Develop and Maintain a Culture of Innovation 8 - STEPS AND TECHNIQUES INVOLVED IN DEFINING AND ADVOCATING FOR DIGITAL AND IT STRATEGY * How to Use Digital Readiness Assessment to Perform Gap Analysis Between an Organisation?s Current and Desired Positions Approaches for Scraping Data from Dynamic Websites * How to Define and Communicate a Vision and a Strategy * How to Use Business Cases to Advocate for a Digital and IT Strategy 9 - IMPLEMENTATION OF A DIGITAL AND IT STRATEGY * How to Define Operating Models for Digital Organisations * Major Skills Required of Leaders in Digital Organisation * Apply Approaches to Strategy Coordination and Implementation: * Large-Scale Transformation * Incremental Transformation * Mergers and Acquisitions * Individual Changes * Approaches to POMs (Parallel Operating Models) * How to Assess Success of a Digital and IT Strategy * Typical Activities of a Digital Transformation Programme

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. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. The ITIL 4 DPI Qualification would most likely suit the following delegates: Individuals continuing of their journey in service management ITSM managers and aspiring ITSM managers Managers of all levels involved in shaping direction and strategy or developing a continually improving team Existing ITIL qualification holders wishing to develop their knowledge The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs. Overview The purpose of the ITIL 4 Direct Plan and Improve Qualification is: To provide the candidate with the practical skills necessary to create a ?learning and improving? IT organization, with a strong and effective strategic direction To provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility The objectives of this course are to: Understand the Key Concepts of Direct, Plan & Improve Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context Understand the role of GRC (Governance, Risk & Compliance) and know how to integrate the principles and methods into the service value system Understand and know how to use the key principles and methods of continual improvement for all types of improvements 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 This unique and central course covers requirements in both the ITIL Managing Professional and ITIL Strategic Leader designations. As such, this course is a must-have in any ITIL 4 professional development plan. You will gain the practical skills needed to establish a ?learning and improving? IT organization that possess a strong and targeted strategic direction. This class includes an exam voucher. Prerequisites * ITIL© 4 Foundation 1 - KEY CONCEPTS OF DIRECT, PLAN AND IMPROVE * Knowing key terms * Differentiating between principle concepts * Defining the relationship of Values, Outcomes, Costs and Risks 2 - SCOPING WHAT IS TO BE DIRECTED * Cascading goals and requirements * Deciphering effective policies, controls and guidelines * Placing decision-making authority at the correct level 3 - THE ROLE OF GRC IN THE SERVICE VALUE SYSTEM * The role of risk management * How governance impacts DPI * Ensuring that controls are sufficient but not excessive 4 - PRINCIPLES AND METHODS FOR CONTINUAL IMPROVEMENT * Leverage the ITIL CI model * Identify assessment objectives and outputs * Select the appropriate assessment method * Prioritize desired outcomes * Build, justify and advocate your business case * Conduct improvement reviews and lessons learned sessions * Embed CI at all levels of the service value stream 5 - APPLYING COMMUNICATION AND ORGANIZATIONAL CHANGE MANAGEMENT * The nature and benefits of OCM * Manage, communicate effectively, and influence stakeholders * Establish valuable interfaces across the value chain 6 - EFFECTIVE MEASURING AND REPORTING * Defining indicators and metrics to support objectives 7 - DIRECT, PLAN AND IMPROVE VALUE STREAMS * Recognizing the differences between value streams and practices * Choosing the right methods and techniques to direct, plan and improve value streams ADDITIONAL COURSE DETAILS: Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Strategist Direct Plan and Improve (DPI) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Strategist Direct Plan and Improve (DPI) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 2 Days 12 CPD hours This course is intended for The target audience for the CASM course is Anyone interested in learning about Agile and Scrum from a products and process perspective Process owners and process designers Developers who are interested in helping make processes more agile Managers who are looking to bridge multiple practices into a DevOps environment Employees and managers responsible for designing, re-engineering or improving process Consultants guiding their clients through process improvement and DevOps initiatives Internal and external suppliers Process stakeholders Overview The learning objectives for Certified Agile Service Manager (CASM) include an understanding of: What does it mean to 'be agile?' The Agile Manifesto, its core values, and principles Agile concepts and practices including ITSM, Kanban, Lean and DevOps Learn about SCRUM from a product and process perspective Agile thinking and values into service management Scrum roles, artifacts, and events as it applies to both products and processes The two aspects of Agile Service Management: Agile Process Improvement-ensuring processes are lean and deliver 'just enough' control Agile Process Design-applying Agile practices to process design projects This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT?s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. This course prepares you for the Certified Agile Service Manager (CASM) certification. WHY AGILE SERVICE MANAGEMENT? * Challenges Today * What is IT Service Management? * What is Agile? * Agile Manifesto and Principles * What Does It Take To Be Agile? AGILE SERVICE MANAGEMENT * What is Agile Service Management? * Agile Service Management Goals, Objectives and Benefits * Two Aspects: Agile Process Engineering & Agile Process Improvement LEVERAGING RELATED GUIDANCE * DevOps * ITIL * Site Reliability Engineering * Lean * Scrum AGILE SERVICE MANAGEMENT ROLES * Relationship to Scrum roles * Agile Practice Owner * Agile Service Management Team * Agile Service Manager AGILE PROCESS ENGINEERING * Agile Processes * How Processes Deliver Value * Waterfall vs Agile Process Engineering * Relationship to Scrum Events & Artifacts * Minimum Viable Process * Microprocess Architectures * Service Management Architecture AGILE SERVICE MANAGEMENT ARTIFACTS * Practice Backlog * Spring Backlog * Increment AGILE SERVICE MANAGEMENT EVENTS * Planning * The Sprint * Sprint Planning * Process Standups * Sprint Review * Sprint Retrospective AGILE PROCESS IMPROVEMENT * Why Process Improvement is Important * Process Improvement Goals * Process Improvement Reviews * Sustaining Improvements * Automation