Description
- Date: January 25 – 29, 2021 | 8:30 AM – 4:30 PM EST
–(Guaranteed To Run)–6 Seats Left Register Early to secure class.
- Date: February 01 – 05, 2021 | 8:30 AM – 4:30 PM EST
- Date: March 15 – 19, 2021 | 11:30 AM – 7:30 PM EST
- Date: March 29 – April 02, 2021 | 8:30 AM – 4:30 PM EST
These class dates will give a $300.00 Discount if registration is completed before 01/22/2021.
- Delivery Format: Virtual Classroom Live
- Location: ONLINE
Dates are not a fit? Ask about Private Lead Classes for your company teams, with 6 or more employees we will customize training for your organization.
Live Online Outline
- Understand the key concepts of service management
- Describe the key concepts of service relationships
- Service offering
- Service relationship management
- Service provision
- Service consumption
- Understand how the ITIL guiding principles can help an organization adopt and adapt service management
- Describe the nature, use and interaction of the 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
- Understand the purpose and components of the ITIL service value system
- Understand the activities of the service value chain, and how they interconnect
- Describe the purpose of each value chain activity:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
- Understand how to plan and build a service value stream to create, deliver, and support services
- Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction measurement
- Understand planning and managing resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- Know how to design, develop and transition a value stream for new services using the following ITIL practices:
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Control
- Know how to provide user support value stream using the following ITIL practices:
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
- Know how to create, deliver and support services
- Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
- Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
- Understand the following terms:
- Digital organization
- High velocity IT
- Digital transformation
- IT transformation
- Understand when the transformation to high velocity IT is desirable and feasible.
- Understand the five mid-level goals associated with digital products – to achieve:
- Valuable ideas – strategically innovative and effective application of IT
- Fast development – quick realization and delivery of IT services and IT-related products
- Resilient operations – highly resilient IT services and IT-related products
- Co-created value – effective interaction between service provider and consumer
- Assured conformance – to governance, risk and compliance (GRC) requirements.
- Understand how high velocity IT relates to:
- The service value system
- The ITIL service value chain
- The four dimensions of service management
- The digital product lifecycle
- Understand the digital product lifecycle in terms of value streams, goals and practices
- Understand which principles and concepts help understand the high velocity IT and know how to use them:
- Organizational system
- Systems thinking
- Complexity thinking
- Promise theory
- Digital products
- Design thinking
- Service-dominant logic
- Ethics
- Work
- Lean
- Agile
- DevOps
- Organizational system
- Know how to drive customer value (the customer journey)
- Know how to foster customer relationships, by:
- Providing informed feedback to assess and promote mutual understanding
- Assessing mutual readiness and maturity
- Know how to define requirements and service offerings, by:
- Prioritising and authorising portfolio investments
- Managing the full product/service lifecycle
- Selling and procuring service offerings
- Designing digital services experiences based on value driven, data driven and user centred service design
- Know how to act together to ensure continual value co-creation (service consumption / provisioning), including:
- Service interaction
- ‘Moments of truth’
- Communities of practice
- Encouraging and managing customer feedback
- Know how to realise and validate service value, by:
- Realising, tracking and monitoring service value outcome, risk, cost and resources
- Reporting service outcome and performance
- Validating service value
- Establishing charging mechanisms
- Evaluating the customer journey
- Know how to drive user value (the service user journey)
- Describe user relationship management by:
- Promoting and marketing services
- Relating with service users and fostering relationships
- Using knowledge sharing to improve service user relations and performance
- Profiling and proactive use of real-time end-user computing data
- Know how to engage with service users by:
- Developing engagement and delivery channels
- Fostering service attitude, behaviour and culture (ABC)
- Personalizing the user engagement experience
- Providing proactive and outgoing support
- Know how to co-create user service experiences by:
- Interacting, co-creating value and realising outcome (Service usage / consumption)
- Resolving service issues
- Automatically fulfilling requests or resolving issues
- Measuring and managing user experience
- Know how to realise and validate user service value by:
- Managing and measuring service usage, user experience, service outcome and performance
- Evaluating the user journey and improving feedback loops
- Understand the scope and activities relevant to Direct and plan
- Identify the scope of control and within this:
- Know how to cascade goals and requirements
- Know how to define effective policies, controls and guidelines
- Know how to place decision-making authority at the correct level
- Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
- Understand how governance impacts DPI
- Know how to ensure that controls are sufficient, yet not excessive
- Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
- Know how to use the key principles and methods of OCM:
- Identify and manage different types of stakeholders
- Effectively communicate with and influence others
- Establish effective feedback channels
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