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Curriculum
- 4 Sections
- 4 Lessons
- 16 Hours
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- ITIL® 4 Create, Deliver and Support (CDS)Understanding service value system (SVS) Designing service value streams Managing work and workloads (Agile and Lean concepts) Service desk and incident management Problem management practices Change enablement Service configuration and knowledge management Continual improvement and automation practices1
- ITIL® 4 Drive Stakeholder Value (DSV)Customer and user journey mapping Targeting markets and stakeholders Fostering stakeholder relationships Managing demand and shaping customer expectations Onboarding and offboarding customers and users Service consumption and delivery Co-creating value Managing and improving customer experience (CX)1
- ITIL® 4 High-Velocity IT (HVIT)Digital organizations and operating models Digital product lifecycle High-velocity IT culture and behavior Agile and Lean methodologies DevOps practices and techniques Resilience and safety culture High-speed delivery and automation Managing risk in high-velocity environments1
- ITIL® 4 Direct, Plan and Improve (DPI)Understanding governance, risk, and compliance (GRC) Strategy and direction setting Organizational change management Decision-making and planning principles Measurement and reporting Continual improvement model Agile ways of working Leveraging automation for planning and improvement1
Engagement and interaction between service providers and stakeholders.
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