Course Length: 3 Days
Delivered: Virtually
OVERVIEW:
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. If you are interested in this next step on the ITIL journey, please note that you must hold the ITIL 4 Foundation certification. The associated certification exam voucher is included with this course. This course may earn a Credly Badge. The associated certification exam voucher is included with this course.
COURSE PREREQUISITES:
If you are interested in this next step on the ITIL journey, please note that you must hold the ITIL 4 Foundation certification.
TARGET AUDIENCE:
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
- T 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.
COURSE OBJECTIVES:
This course has been created to help IT service management practitioners working in organizations that are becoming more digitally enabled. You should be 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 a valued contributor in the digital domain.
Through this course, you will improve your ability to:
- 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 be 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 your daily work
The scope of the course is the primary activities in the digital value chain. In other words, what you do and which resources you 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
COURSE CONTENT:
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
ITIL operating model> digital product lifecycle
- The four dimensions of service management
- The ITIL service value system
- The service value chain
- The digital product lifecycle
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 customer> jobs done
- Trust and be trusted
- Commit to performance
- Deal with uncertainty
- Improve by being inquisitive
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
- Know how the service provider ensures fast deployment is achieved
- Know how to use practices to contribute to achieving fast deployment
- 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
- Know how the service provider ensures co-created value is achieved
- Know how to use practices to contribute to achieving co-created value with the service consumer
- Know how the service provider ensures assured conformance is achieved
- Know how to use practices to contribute to achieving assured conformance
