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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 managementProblem management practices Change enablement Service configuration and knowledge managementContinual improvement and automation practices1
- ITIL® 4 Drive Stakeholder Value (DSV)Customer and user journey mappingTargeting markets and stakeholdersFostering stakeholder relationshipsManaging demand and shaping customer expectationsOnboarding and offboarding customers and usersService consumption and deliveryCo-creating valueManaging and improving customer experience (CX)1
- ITIL® 4 High-Velocity IT (HVIT)Digital organizations and operating modelsDigital product lifecycleHigh-velocity IT culture and behaviorAgile and Lean methodologiesDevOps practices and techniquesResilience and safety cultureHigh-speed delivery and automationManaging risk in high-velocity environments1
- ITIL® 4 Direct, Plan and Improve (DPI)Understanding governance, risk, and compliance (GRC)Strategy and direction settingOrganizational change managementDecision-making and planning principlesMeasurement and reportingContinual improvement modelAgile ways of workingLeveraging automation for planning and improvement1
