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es¢nption -. ._� _'.. a <br />�. �..... <br />ITIL0 is the world's leading best practice framework for implementing IT service management. Organizations use <br />ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will <br />learn the foundational knowledge and skills for adopting and adapting best practices for IT service management <br />(ITSM) in your organization. <br />Acquired Skills <br />Define ITIL and its key concepts. <br />Identify the components of the ITIL framework. <br />Analyze the ITIL practices and guiding principles. <br />Identify the components and functions of the ITIL SVS. <br />ITIL 4 Create. Deliver and Support (CDS) <br />Description <br />This course begins yourjourney toward the ITIL Managing Professional designation. You will acquire insight that <br />will allow you to integrate different value streams and activities to create, deliver and support IT -enabled products <br />and services. Armed with this knowledge and skill set, you will be confident in running those IT -enabled services, <br />teams and workflows successfully. The associated certification exam voucher is included with this course. <br />Acquired Skills <br />Understand how to plan and build a service value stream to create, deliver and support services <br />Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams <br />Know how to create, deliver and support services <br />Understand how to integrate different value streams and activities to create, deliver and support IT enabled <br />products and services, and relevant practices, methods and tools <br />Understand service performance, service quality and improvement methods. <br />ITIL 4 Direct, Plan and Improve (DPII <br />Description <br />This unique and central course covers requirements in both the ITIL Managing Professional and ITIL Strategic <br />Leader designations. As such, this course is a must -have in any ITIL 4 professional development plan. You will gain <br />the practical skills needed to establish a "learning and improving" IT organization that possess a strong and <br />targeted strategic direction. The associated certification exam voucher is included with this course. <br />Acquired Skills <br />Understand the Key Concepts of Direct, Plan & Improve <br />Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of <br />direction and planning in that context <br />Understand the role of GRC (Governance, Risk & Compliance) and know how to integrate the principles and <br />methods into the service value system <br />Understand and know how to use the key principles and methods of continual improvement for all types of <br />improvements <br />Understand and know how to use the key principles and methods of Organizational Change Management to <br />direction, planning and improvement <br />Understand and know how to use the key principles and methods of measurement and reporting in directing, <br />planning and improvement <br />Understand and know how to direct, plan and improve value streams and practices <br />ITIL 4 Drive Stakeholder Value (DSV) <br />Description <br />This course covers key topics such as SLA design, multi -supplier management, communication, relationship <br />management, CX and UX design, customerjourney mapping, and more. It will provide candidates with the tools to <br />increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The <br />associated certification exam voucher is included with this course. <br />Acquired Skills <br />Value propositions <br />Fostering relationships <br />Keeping engagement channels open <br />Shaping demand <br />