ITIL® Certification Training

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Foundation Exam

ITIL® 4 Foundation Certification Course Outline

Module 1: Introduction

  • What is ITIL®?
  • ITIL® 4 Certification Journey
  • Course Objectives
  • About the Course

Module 2: Key Concepts of Service Management

  • Concept of Value
    • What Do We Mean by Value?
    • Definition of Value
    • What is an Organisation?
    • How is Value Created Between Organisations?
    • Service Relationships
    • Providers and Consumers Co-Create Value
  • Stakeholder and Service Consumer Roles
    • Stakeholders
    • Service Provider Organisations
    • Service Consumer Organisations
    • Other Stakeholders
    • How is Value Created?
    • Service Consumer Roles
    • Activity
  • Service Offerings
    • What is a Product?
    • What is a Service?
    • What is a Service Offering?
  • Creating Value with Services
    • Value Co-Creation
    • Service Provider
    • What are Service Consumers?
    • What are Products and Services?
    • Definitions
    • What are Service Relationships?
    • What is the Meaning of Service Provision?
    • What is Service Consumption?
    • Service Relationship Management
    • How Organisations Co-Create Value?
    • Service Relationship Model
    • Value, Outcomes, Costs, and Risk
    • Definitions
    • What Can Be Described as Utility and Warranty?
    • Review and Reflect
    • Quiz

Module 3: Key Concepts of ITIL® 4

  • Four Dimensions of Service Management
    • Holistic Approach to Service Management
    • Four Dimensions of Service Management
    • Organisations and People
    • What the Dimension Includes?
    • What is Culture, and Why is it Needed?
    • What a Supportive Culture Requires?
    • What to Pay Attention to?
    • Organisational Complexities
    • Information and Technology
    • Things to Consider
    • Partners and Suppliers
    • Organisations and their Partners and Suppliers
    • Forms of Cooperation
    • What Goes into Supplier Strategy?
    • What is a Value Stream?
    • Value Streams and Processes
    • Questions to create, deliver and improve
  • Activity
  • ITIL® Service Value System
    • ITIL® SVS
    • ITIL® SVS Inputs
    • Governance
    • Challenges of Silos
    • Need for Continual Improvement
    • Applying the SVS
  • Service Value Chain
    • Introduction to the ITIL® Service Value Chain
    • Opportunity Vs Demand
    • Converting Inputs into Outputs
    • Service Value Chain, its Practices, and Value Streams
    • Activities
    • Review and Reflect Quiz

Module 4: Guiding Principles

  • Introduction to the Guiding Principles
    • What is a Guiding Principle?
    • Focus on Value
    • How Value is Perceived?
    • CX and UX
    • How Would You Apply this Principle?
    • Start Where You Are
    • Assess Where You Are
    • Role of Measurement
    • Applying the Principle
    • Progress Iteratively with Feedback
    • Role of Feedback
    • Use of Feedback Loops
    • Iteration and Feedback Together
    • Collaborate and Promote Visibility
    • Communication and Visibility
    • Key Collaboration Pairs
    • Promote Visibility
    • Think and Work Holistically
    • Keep it Simple and Practical
    • Judging What to Keep
    • Conflicting Objectives
    • Applying the Principle
    • Optimise and Automate
    • Road to Optimisation
    • Using Automation
    • Applying the Principle
    • Activity: Case Studies
  • Using the Guiding Principles
    • Guiding Principles in Context
    • Guiding Principles Your Examples
    • Principle Interaction
    • Applying the Guiding Principles
    • Guiding Principles: Task
    • Principle Interaction
    • Review and Reflect Quiz
    • Extension Activity 2

Module 5: ITIL® 4 Management Practices

  • Purpose of the ITIL® Practices
    • Management Practices
    • 34 ITIL® Management Practices
    • General Management Practices
    • Service Management Practices
    • Technical Management Practices
  • Overview of Eight ITIL® Practices
    • Eight Practices
    • Information Security Management
    • Contribution of Information Security Management to SVC
    • Relationship Management
    • Supplier Management
    • Evaluating and Selecting Suppliers
    • Contribution of Supplier Management to SVC
    • IT Asset Management
    • Contribution of IT Asset Management to SVC
    • Service Configuration Management
    • Contribution of Service Configuration Management to SVC
    • Monitoring and Event Management
    • Contribution of Monitoring and Event Management to SVC
    • Deployment Management
    • Approaches for Deployment
    • Contribution of Deployment Management to SVC
    • Release Management
    • Contribution of Release Management to SVC
  • Key Management Practices – Part 1
    • What is an Incident?
    • Incident Management Guidance
    • Incident Management Tools
    • Incident Updates
    • Types of Incidents
    • Collaboration
    • Swarming
    • Third-Party Products and Services
    • Incident Management Contribution to SVC
    • Service Request Management
    • What is a Service Request?
    • Steps for Request Fulfilment
    • Request Processes and Procedures
    • Service Request Management Contribution to the SVC
    • Methods of Fulfilling Requests
    • Service Desk
    • Automation
    • Task: Service Desk ‘Pitch’
    • Service Desk Provisions
    • Service Desk Support
    • Service Desk Skills
    • Service Desk Contribution to the SVC
  • Key Management Practices – Part 2
    • Problem Management
    • Phases of Problem Management
    • Identifying a Problem
    • Problem Control
    • Workaround
    • Error Control
    • Links to Other Practices
    • Interfaces
    • Problem Management Contribution to the SVC
    • Continual Improvement
    • Applying Continual Improvement
    • Continual Improvement Model
    • What is the Vision?
    • Where are We Now?
    • Where do We Want to Be?
    • CSFs and KPIs
    • How do We get There?
    • Take Action
    • Did we Get There?
    • How do We Keep the Momentum?
    • Methods to Continually Improve
    • Continual Improvement Activity
    • Tracking
    • CI Responsibility
    • Continual Improvement Contribution to the SVC
  • Key Management Practices – Part 3
    • Service Level Management
    • Activity
    • Service Level Agreements
    • Key requirements for SLAs
    • Watermelon SLA Effect
    • Customer Engagement
    • Customer Feedback
    • Metrics
    • Service Level Management Contribution to the SVC
    • Change Enablement
    • Define Change
    • Scope of Change Enablement
    • Change Authority
    • Types of Change
    • Scheduling
    • Change Enablement Contribution to the SVC
  • Review and Reflect
    • Quiz
    • Activities
    • Course Review
    • What’s Next?

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Who should attend this ITIL® 4 Foundation Certification Training?

The ITIL® 4 Foundation Certification Course is crafted to provide a comprehensive understanding of the ITIL® framework, catering to a broad spectrum of individuals within and beyond the IT industry. This ITIL® 4 Certification Training is particularly valuable for:

  • IT Service Desk Staff
  • IT Managers
  • IT Operations Managers
  • IT Project Managers
  • Business Analysts in IT
  • Service Delivery Managers
  • IT Architects
  • Quality Assurance Managers in IT
  • IT Service Management (ITSM) Managers

Prerequisites of the ITIL® 4 Foundation Certification

There are no formal prerequisites for attending this ITIL® 4 Foundation Certification Course.

ITIL® 4 Foundation Certification Training Overview

The ITIL® 4 Foundation Course introduces the latest iteration of IT Infrastructure Library (ITIL) standards, a critical framework for managing and optimising IT services. Its relevance in today’s technology-driven world is paramount, as it aligns IT service operations with broader business strategies, enhancing efficiency and productivity.

Understanding the principles of the ITIL® 4 Foundation Course is vital for IT professionals seeking to adapt to evolving business needs. It's particularly essential for project managers, IT service managers, and support staff. Mastering this subject ensures that IT operations contribute effectively to overall business success, enhancing customer satisfaction and business growth.

The Knowledge Academy's 2-day ITIL® 4 Foundation Course offers a comprehensive overview of this framework, ensuring delegates quickly grasp its key concepts and practices. This efficient training approach is designed to expedite the certification process, providing participants with the skills needed to implement ITIL® standards effectively in their organisations.

Course Objectives

  • To introduce the core concepts and principles of the ITIL® 4 framework
  • To equip participants with the skills to effectively manage IT services aligning with business goals
  • To prepare attendees for the ITIL® 4 Foundation Certification exam
  • To demonstrate the integration of ITIL® 4 with modern digital technologies
  • To enhance practical understanding through real-world examples and case studies

Upon completion of the ITIL® 4 Foundation Course, participants will have a thorough understanding of ITIL® principles and their application in the real world. They will be well-prepared for the certification exam and possess the skills necessary to improve IT service management within their organisations, ensuring alignment with business objectives and enhancing overall efficiency.

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What's included in this ITIL® 4 Foundation Certification Course?

  • The ITIL® 4 Foundation Examination
  • World-Class Training from Experienced ITIL® Instructors
  • ITIL® 4 Foundation Certificate
  • Digital Delegate Pack

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ITIL® 4 Foundation Exam Information

The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65% or 26/40 Marks 
  • Duration: 60 minutes 
  • Open Book/ Closed Book: Closed Book

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Specialist: Create Deliver and Support (CDS) Exam

ITIL 4 Specialist: Create, Deliver and Support CDS Course Outline

Module 1: Concepts and Challenges Across the Service Value System

  • Organizational Structures
  • Employee Satisfaction
  • Building Effective Teams – Roles and Competencies
  • Professional IT and Service Management Skills and Competencies
  • Generalist or ‘T-shaped’ Models
  • Developing a Broad Set of Competencies
  • Developing Team Culture – What is Team Culture?
  • What does Cultural Fit Mean and Why is it so Important?
  • How to Develop and Nurture Good Team Culture?
  • A Continual Improvement Culture
  • A Collaborative Culture
  • Align with the Type of Work
  • Learn Through Collaboration
  • Servant Leadership
  • Customer Orientation: Putting the Customer First
  • Customer Experience
  • Positive Communication

Module 2: How to Use a ‘Shift-Left’ Approach?

  • Shift-Left Approach
  • Building a Shift-Left Approach

Module 3: How to Plan and Manage Resources in the Service Value System?

  • Workforce Planning and management
  • Results-Based Approach
  • Challenges

Module 4: Use and Value of Information and Technology Across the Service Value System

  • Integration and Data Sharing
  • Integration Topologies
  • Integration Approaches
  • Reporting and Advanced Analytics
  • Data Analytics
  • Big Data
  • Collaboration and Workflow
  • Tools and Capabilities
  • Robotic Process Automation
  • RPA Technologies
  • Artificial Intelligence
  • Application and value
  • Machine Learning
  • Supervised Learning
  • Benefits and Limitations of Machine Learning
  • Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
  • Goals and Value Measurement
  • CI/CD Pipeline
  • Aligning CI/CD with ITIL®
  • How Would ITIL Deploy a Change?
  • CI/CD Does Not Suit Every Situation
  • Value of an Effective Information Model
  • Anatomy of an Information Model
  • Integrated Service Management Toolsets
  • Service Management Toolset Expectations

Module 5: How to Use a Value Stream to Design, Develop and Transition New Services?

  • Value Streams to Create, Deliver, and Support Services
  • ITIL® Service Value Streams
  • Structure of an ITIL® Service Value Stream
  • Value Streams and Organizations
  • Design Thinking
  • Designing a Service Value Stream
  • Describing a Step of a Value Stream
  • Value Stream Mapping
  • Key Metrics When Analyzing a Value Stream
  • Process Timing
  • Simple Representation of a Value Stream
  • Complex Representation of a Value Stream
  • Model Value Streams for Creation, Delivery, and Support
  • Development of a New Service
  • Design Considerations
  • Demand to Value
  • Development of a New Service
  • Step 1: Acknowledge and Document the Service Requirements
  • Step 2: Decide Whether to Invest in the New Service
  • Step 3: Design and Architect the New Service to Meet Customer Requirements
  • Step 4: Build, Configure, or Buy Service Components
  • Step 5: Deploy Service Components in Preparation for Launch
  • Step 6: Deliver and Support Within the Service Value Chain

Module 6: How ITIL® Practices Contribute to a Value Stream for a New Service?

  • Service Design
  • Software Development and Management
  • Deployment Management
  • Release Management
  • Service Validation and Testing
  • Change Enablement

Module 7: How ITIL® Practices Contribute to a Value Stream to Provide User Support?

  • Restoration of a Live Service
  • Design Considerations
  • Demand and Value
  • Journey from Demand to Value
  • Restoration of a Live Service
  • Step 1: Acknowledge and Register the User Query
  • Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
  • Step 3: Obtain a Fix from the specialist team
  • Step 4: Deploy the Fix
  • Step 5: Verify that the Incident has been Resolved
  • Step 6: Request Feedback from the User
  • Step 7: Identify Opportunities to Improve the Overall System

Module 8: How ITIL® Practices Contribute to a Value Stream for User Support?

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

Module 9: How to Co-Ordinate, Prioritize, and Structure Work and Activities to Create, Deliver, and Support Services?

  • Why do we need to Prioritize Work?
  • Managing Work as Tickets
  • Prioritization and Demand Management
  • How to Prioritize Work?
  • WSJF (Priority)
  • Swarming
  • Commercial and Sourcing Considerations
  • ‘Build or Buy’ Considerations
  • Commodification
  • Defining Requirements for Service Components
  • Selecting a Suitable Vendor
  • Sourcing Options and Models
  • Outsourcing Considerations
  • Service Integration and Management

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Who should attend this ITIL® 4 Specialist: Create, Deliver, and Support CDS Course?

This ITIL® 4 Specialist: Create, Deliver and Support Training Course in the United States is designed for IT practitioners and leaders who are involved in the creation, delivery, and support of digital products and services. This ITIL Certification Training is beneficial for a variety of professionals such as:

  • IT Service Managers
  • IT Operations Managers
  • Service Desk Managers
  • Technical Support Engineers
  • DevOps Professionals
  • IT Project Managers
  • ITIL® Foundation Certificate Holders

Prerequisites of the ITIL® 4 Specialist: Create, Deliver, and Support CDS Course

Candidates must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist: Create, Deliver, and Support Training Course.

ITIL ® 4 Specialist: Create, Deliver and Support CDS Course Overview

The ITIL® 4 Specialist: Create, Deliver and Support (CDS) Training Course in the United States introduces delegates to the essential concepts of creating, delivering, and supporting IT services in alignment with modern business needs. As businesses increasingly rely on technology for operations, understanding how to effectively create, deliver, and support IT services becomes paramount.

It's important for professionals in IT service management, project management, and business analysis to master ITIL® 4 CDS principles as they directly impact service delivery and customer satisfaction. By mastering these concepts, professionals can streamline processes, enhance service quality, and drive business value.

The 2-day training in the United States by The Knowledge Academy equips delegates with practical knowledge and skills to implement ITIL® 4 CDS principles within their organizations. Through interactive sessions in the United States and case studies, delegates gain insights into best practices and strategies for creating, delivering, and supporting IT services effectively.

Course Objectives

  • To understand the key principles and concepts of ITIL® 4 Specialist: Create, Deliver and Support
  • To learn how to align IT services with business needs and objectives
  • To explore strategies for creating, delivering, and supporting IT services throughout their lifecycle
  • To gain insights into service value system components and their interactions
  • To understand the importance of collaboration and integration across IT teams and departments
  • To learn how to measure and improve IT service performance and customer satisfaction

Upon completion of this course in the United States, delegates will benefit from enhanced knowledge and skills in implementing ITIL® 4 CDS principles, enabling them to drive efficiency, improve service quality, and contribute to organizational success in the rapidly evolving digital landscape.

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What’s included in this ITIL® 4 Specialist: Create, Deliver, and Support CDS Course?

  • ITIL® 4 Specialist: Create, Deliver and Support (CDS) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Create, Deliver, and Support (CDS) Certificate
  • Digital Delegates Pack

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ITIL® 4 Specialist: Create, Deliver and Support (CDS) Exam Information

The ITIL® 4 Specialist: Create, Deliver and Support CDS exam is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. The exam information is as follows: 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Strategist: Direct, Plan and Improve DPI Exam

ITIL® 4 Strategist Certification: Direct, Plan and Improve (DPI) Course Outline

Module 1: Introduction and Key Concepts

  • Direct, Plan, and Improve
  • Scope of Control
  • Direction
    • Mechanisms for Direction
    • Policies
    • Guidelines
    • Risks
    • Controls
  • Planning
    • Strategy and Strategic Planning
    • Tactics and Tactical Planning
    • Operations and Operational Planning
    • Methods
  • Improvement
    • The Role of Measuring and Reporting.
    • Operating Model
    • Operating Model – The ITIL Service Value Chain
    • Mapping Operating Models
    • Applying the Guiding Principles
  • Value, Outcomes, Costs, and Risks in DPI

Module 2: Strategy and Direction

  • Cascading Objectives
  • Cascading Requirements
  • Defining the Structures and Methods Used to Direct Behaviours and Make Decisions
  • Governance Structures Used for Decisions-making
  • Key Governance Structures and their Roles
  • Governance Structures Used for Decisions-making
  • Governance and the Service Provider
  • Placing Decision-making at the Right Level
  • Impacts of Governance on DPI
  • Role of Risk Management in DPI
  • Role of Risk and Risk Management in Planning and Improvement
  • Portfolio Management
  • Building, Communicating, and Advocating
  • A Simple Business Case Structure
  • Effective Policies
  • Effective Controls
  • Effective Guidelines

Module 3: Assessment and Planning

  • Basics of Assessment
  • Effective Assessment
  • Types of Assessment
  • Assessment Objectives
  • Collection of Current State Data or Other Evidence
  • Choosing an Assessment Method
  • Assessment Methods and their Outputs
  • Gap Analysis
  • SWOT Analysis
  • Change Readiness Assessment
  • Customer/User Satisfaction Analysis
  • SLA Achievement Analysis
  • Benchmarking
  • Maturity Assessments
  • Defining Assessment Objectives and Criteria

Module 4: Introduction to Value Stream Mapping

  • Introduction to Value Stream Mapping
  • Lean
  • Avoiding Local Optimisation
  • Value of Value Stream Mapping
  • Developing a Value Stream Map
  • Types of Waste
  • Muda Subcategories
  • Developing a Value Stream Map
  • Increasing the Detail in Value Stream Maps
  • Typical Mistakes in Value Stream Mapping

Module 5: Measuring and Reporting

  • Basics of Measuring and Reporting
  • Developing a Value Stream Map
  • Defining and Using Measurements and Reporting
  • Reasons for Measuring
  • Types of Measurements
  • Measurement Cascades and Hierarchies
  • Planning and Evaluation Model
  • Balanced Scorecard
  • IT Component-to-Scorecard Hierarchy: Metric Tree
  • Organisational Improvement Cascade
  • Success Factors and KPIs
  • Leveraging SMART
  • KPIs Influence Behaviour

Module 6: Measurement and the Four Dimensions

  • Measurement of Organisation and People
  • Measurement of Information and Technology
  • Measurement of Partners and Suppliers
  • Measurement of Value Streams and Processes
  • Lagging and Leading Indicators
  • Process Metrics
  • Flow Efficiency

Module 7: Continual Improvement

  • Creating a Continual Improvement Culture
  • Continual Improvement of the Service Value Chain and Practices
  • Continual Improvement in Organisations
  • Continual Improvement Model
  • What is the Vision?
  • Visions for Planned Improvements
  • Where are we now?
  • Assessments
  • Where Do We Want to be?
  • Prioritising and Scoping Outcomes
  • Making the Business Case and Reaching an Agreement
  • Creating an Action Plan
  • Working Iteratively
  • Conducting an Improvement Review
  • Identifying Additional Improvement Opportunities
  • Using Measurement and Reporting in Continual Improvement

Module 8: Communication and Organisational Change Management (OCM)

  • Communication Principles
  • Communication is a Two-Way Process
  • Method of Communication
  • Message is in the Medium
  • Defining and Establishing Feedback Channels
  • Identifying and Communicating with Stakeholders
  • Stakeholder Mapping

Module 9: Basic of Organisational Change Management (OCM)

  • Basics of OCM
  • Essentials for Successful Improvement
  • OCM Throughout Direction, Planning, and Improvement
  • OCM and Direction
  • OCM and Planning
  • OCM and Improvement
  • OCM Throughout the Service Value Chain
  • Feedback and Metrics
  • Actions

Module 10: Developing a Service Value System

  • Adopting the Guiding Principles
  • Centre of Excellence for Service Management
  • Dimensions of Service Management in the SVS
  • Establish Effective Interfaces Across the Value Chain
  • Partners and Suppliers in the SVS
  • Value Streams and Processes in the SVS
  • Focus on Value Streams
  • Relationship Between Value Streams and Practices
  • Designing a Workflow
  • Considerations for Efficient Design
  • Theory of Constraints
  • Kanban Technique for Managing Work

 

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Who should attend this ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Course?

This ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Course is an advanced level ITIL® Certification Course for anyone who wants to learn how to apply ITIL® 4 principles to the strategic direction, planning, and improvement of IT services. This certification course is especially beneficial for these professionals:

  • IT Service Management (ITSM) Professionals
  • Senior IT Managers
  • Business Relationship Managers
  • IT Project Managers
  • IT Programme Managers
  • Quality Assurance Managers
  • IT Consultants

Prerequisites of the ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Training Course

Since this ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Training is an advanced level course, holding an ITIL® 4 Foundation Certification is a strict prerequisite. Delegates are recommended to have some work experience in IT Service Management as well.

ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Certification Course Overview

ITIL® 4 is the latest version of ITIL Certification that provides a digital operating model that allows organisations to co-create effective value from their IT-supported products and services. It promotes greater alignment with new working methods, like Lean, Agile, and DevOps. This ITIL Certification helps to align product and service management with modern business requirements, drives successful organisational transformation, and continuously improves businesses.

This ITIL® 4 Strategist Direct, Plan and Improve Course is targeted towards managers of all levels involved in shaping direction and strategy or developing a continually improving team. And having the required knowledge and skills of using ITIL® 4 will help individuals to get desired job profiles in prominent organisations with

In this 2-day ITIL® 4 Strategist: Direct, Plan and Improve DPI Certification Training, delegates will gain in-depth knowledge on how to build and run an organisation in a continuous improvement cycle by using various best-practices and established process model. They will learn various topics such as operating models, identify assessment objectives, types of measurements, direct, plan, and improve value streams and practices, nature, scope, benefits of OCM, and many more. The Knowledge Academy's highly experienced expert trainers will provide this ITIL ® Certification Course and help you to take up your career in this field.

Course Objectives:

  • To gain in-depth knowledge about policies, controls, and guidelines for providing direction
  • To attain knowledge about governance structures used for decisions-making
  • To get familiar with gap analysis and SWOT analysis for better assessment
  • To acquire knowledge building, communicating, and advocating for portfolio management
  • To know about the structures and methods used to direct behaviors
  • To understand the role of risk and risk management in DPI

At the end of this ITIL Certification Course, delegates will be able to build and run an organisation in a continuous improvement cycle by using various best-practices and proven process models. They will be able to use the appropriate methods and techniques to DPI value streams and practices to ensure and utilise feedback.

If delegates are interested in upgrading their knowledge and skills to ITIL® 4, then they can choose from our wide range of courses, including ITIL® 4 Foundation, ITIL® 4 Specialist: Create Deliver And Support CDS, ITIL® 4 Specialist: Drive Stakeholder Value DSV, ITIL® Foundation And Practitioner and more certification courses from our ITIL® Certification Training section.

 

 

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What's included in this ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) Certification Course?

  • ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL®4 Strategist: Direct, Plan, and Improve (DPI) Certificate
  • Digital Delegate Pack

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ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam Information

The ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam assesses participants' understanding of the ITIL® 4 principles and practices related to strategic planning, governance, and continual improvement. 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam

ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: Understand How Customer Journeys are Designed

  • Concept of the Customer Journey
    • Definition: Customer Journey
  • Relationships Between Value Streams and Customer Journeys
  • Customer Journey and Service Interaction
  • Concept of Customer Journey
    • Customer Experience
    • User Experience
  • Three Aspects of the Customer and User Experience
  • Purpose of Identifying, Understanding and Mastering the Customer Journey
  • Stages Involved in Designing an End-to-End Customer Journey and Experience
  • Stakeholder Aspirations
  • Touchpoints and Service Interactions
  • Mapping the Customer Journey
  • Personas and Scenarios
  • Customer Journey Maps
  • Example of a Customer Journey Map
  • Understanding the Customer Experience
  • Design Thinking
  • Marc Stickdorn’s Five Principles of Service Design Thinking
  • Design Thinking
  • Leveraging Behavioural Psychology
  • Design for Different Cultures
  • Measuring and Improving the Customer Journey

Module 2: How to Target Markets and Stakeholders?

  • Step 1: Explore
  • Understanding Service Consumers and Their Needs
  • Purpose of the Organisation
  • The ‘Golden Circle’
  • External and Internal Factors
  • SWOT Analysis
  • Objectives and Opportunities
  • Risks and Mitigation
  • Understanding Service Providers and their Offers
  • Industry Standards and Reference Architectures
  • Characteristics of Markets
    • Understanding Markets
    • Market Segmentation
    • Characteristic-Based Market Segmentation
    • Needs-Based Market Segmentation
    • Identifying and Analysing Service Consumers
  • Marketing Activities and Techniques
    • Targeting Markets
    • Value Propositions
    • Marketplace and the Marketspace
    • Personalising and Profiling
    • Targeted Marketing
    • AIDA Model
    • Brand and Reputation
    • Sustainability and the Triple Bottom Line
    • Importance of Existing Customers

Module 3: How to Foster Stakeholder Relationships?

Step 2: Engage

  • Communicating
  • Cooperation and Collaboration
  • Listening Modes
  • Service Relationship Types
  • Basic Relationship
  • Cooperative Relationship
  • Partnership
  • Engaging and Fostering Relationships in Different Environments
  • Building Service Relationships
  • Service Relationship Ladder
  • 5 Steps of the Service Relationship Ladder
  • Creating an Environment that Allows Relational Patterns to Emerge
  • Initial Engagement Tools
  • Building and Sustaining Trust and Relationships
  • Trust and Relationship Factors
  • Three C’s Model Applied to a Service Relationship
  • Three C’s Model
  • How to Develop Customer Relationships?
    • Building of Trust and Relationships
    • Understanding Service Provider Capabilities
    • Understanding Customer Needs
    • Understanding Value Drivers
    • Value Drivers
    • Example of a Value Driver Framework
    • How Service, Services Interactions, Service Offerings, Products and Resources are Related
    • Assessing Mutual Readiness and Maturity
    • Types of Maturity Assessment in the Engage Step
    • Managing Suppliers and Partners
    • Relationship Management: Service Integrator Activities
    • Supplier Management Practice

Module 4: How to Shape Demand and Define Service Offerings?

  • Step 3: Offer
  • Managing Demand and Opportunities
  • Patterns of Business Activity
  • Optimising Capacity
  • Capacity and Performance Management Practice
  • Shaping or Smoothing Demand
  • Pricing and Charging
  • Building the Customer Business Case
  • Building the Service Provider Business Case
  • How to Collect, Specify, and Prioritise Requirements from a Diverse Range of Stakeholders?
    • Specifying and Managing Customer Requirements
    • Roles and Responsibilities
    • Managing Requirements
    • Minimum Viable Product – MVP
    • User Stories and Story Mapping
    • MoSCoW Method
    • Weighted Shortest Job First
  • Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centred Service Design
    • Designing Service Offerings and User Experience
    • Lean Thinking
    • Agile Product and Service Development
    • User-Centred Design and Service Design Thinking
    • Service Blueprinting
    • Design for Onboarding
  • Approaches for Selling and Obtaining Service Offerings
    • Selling and Obtaining Service Offerings
    • Pricing
    • Internal and External Sales
    • Business Analysis Management Practice

Module 5: How to Align Expectations and Agree Details of Services?

  • Step 4: Agree
  • Agreeing and Planning Value Co-Creation
  • Types of Service Value Drivers
  • Service Interaction Method
  • Inherent and Assigned Characteristics of Services
  • How to Negotiate and Agree Service Utility, Warranty, and Experience?
    • From Service Consumer Needs to Agreement
    • SLA Content and Structure
    • Service Level Management Practice
    • Negotiating and Agreeing Service Utility, Warranty, and Experience

Module 6: How to Onboard and Offboard Customers and Users?

  • Step 5: Onboarding
  • Purposes of Onboarding and Offboarding
  • Onboard
    • Planning Onboarding
    • Onboarding Goals
    • Onboarding Scope
    • Examples of Consumer Resources to Onboard
    • Onboarding Customer and Users: Onboarding Actions
    • Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions
    • Onboarding Control
  • Ways of Relating with Users and Fostering User Relationships
    • Relating to Users and Fostering Relationships
    • Fostering Relationships with Corporate Users
    • Fostering Relationships with Individual Service Consumers
    • Providing User Engagement and Delivery Channels
    • Seamless User Journey with Omnichannel Management
    • Examples of Omnichannel Challenges that have to be Considered by Service Providers
    • Enabling Users for Services
    • Offboarding Customers and Users
    • Customer Offboarding
    • User Offboarding
    • Service Catalogue Management Practice
    • Service Desk Management Practice
  • Understand How Users Can Request Services
    • On-going Service Interactions
    • Service Requests
    • Service Desk Interactions
    • When Things Go Wrong
    • Moments of Truth
    • Intelligent Disobedience
    • Customer and User Feedback
    • Challenges and Solutions for Continual Customer and User Feedback           

Module 7: How to Act Together to Ensure Continual Value Co-Creation?

  • Step 6: Co-Create
  • Fostering a Service Mindset
  • Service Mindset for Service Provision
  • Methods for Triaging of User Requests
  • Concept of User Communities
    • Nurturing User Communities
    • Super-Users
    • Service Requests

Module 8: How to Realise and Validate Service Value?

  • Step 7: Realise
  • Realising Service Value in Different Settings
  • Tracking, Assessing, and Evaluating Value Realisation in Different Types of Service Relationships
  • Methods to Track and Monitor Service Value
    • Tracking Value Realisation
    • Tracking Performance, Output, and Outcome
    • Tracking Experience and Satisfaction
    • Tracking Service Usage
    • Assessing and Reporting Value Realisation
    • Evaluating Value Realisation and Improving Customer Journeys
    • Evaluation and Verification
    • Continual Improvement
    • Tracking, Assessing, and Evaluating Outcomes
  • Charging Mechanisms
    • Charging and Billing
    • Portfolio Management
    • Drive Stakeholder Value – Conclusion

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Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course is designed for anyone who wants to learn how to improve the way their organisation delivers value to its stakeholders. This certification course is especially beneficial for these professionals:

  • Customer Service Managers
  • IT Service Managers
  • Project Managers
  • Product Managers
  • Business Relationship Managers
  • Marketing and Outreach Teams in IT
  • Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

The most important prerequisite of this ITIL® 4 Training Course is holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organisation. ITIL® (Information Technology Infrastructure Library) is a globally recognised framework for IT service management that emphasises delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals working in IT service management, project management, and business relationship management. IT service managers, business analysts, service desk managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable participants to apply ITIL® 4 principles in their professional roles effectively.

Course Objectives

  • To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
  • To learn how to identify, engage, and manage stakeholders effectively
  • To develop skills in shaping service experiences and ensuring value co-creation
  • To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
  • To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL® 4 Specialist: Drive Stakeholder Value Course, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

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What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

  • ITIL® 4 Specialist: Drive Stakeholder Value Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Drive Stakeholder Value Certificate
  • Digital Delegate Pack

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Official Axelos ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Exam Information

The ITIL® 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations. 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Specialist: High Velocity IT Exam

ITIL® 4 Specialist Certification: High Velocity IT Training Course Outline

Module 1: Introduction to ITIL® High-Velocity IT (HVIT)

  • Introduction to ITIL® 4: High-Velocity IT (HVIT)
  • ITIL® 4 HVIT and the Service Value Chain

Module 2: Key Concepts of High-Velocity IT

  • High-Velocity IT
  • Digital Technology
  • Operational Technology
  • Digital Organisation
  • Digital Transformation
  • IT Transformation
  • IT Transformation – Model 1
  • IT Transformation – Model 2
  • IT Transformation – Model 3
  • IT Transformation
  • Digital Products and Services
  • High-Velocity IT Objectives
  • Key Characteristics of HVIT

Module 3: Adopting the ITIL Service Value System to Enable High-Velocity IT

  • Mapping Operating Models
  • Digital Products Lifecycles
  • ITIL Service Value Chain
  • Service Value Chain Activities and DevOps
  • Service Consumer
  • Service Consumer’s Perspective
  • Interacting Service Value Chains
  • Example Service Value Streams Referring to Service Value Chain Activities
  • Value Streams

Module 4: Four Dimensions of Service Management

  • Four Dimensions of Service Management Including the Six PESTLE Factors
  • Organisation and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors Streams and Processes

Module 5: High-Velocity IT Culture

  • Key Behaviour Patterns
  • Accept Ambiguity and Uncertainty
  • Trust and Be Trusted
  • Continually Raise the Bar
  • Help Get Customers’ Jobs Done
  • Commit to Continual Learning
  • Models and Concepts of HVIT Culture
  • Models and Concepts and Related Key Behaviour Patterns
  • Purpose
  • Ethics
  • Why Ethics is Important?
  • Education
  • Organisational Design
  • Habits and the Role of Failure
  • Ethics and Artificial Intelligence
  • Techno-Ethics (Tethics) Topics for Discussion
  • Safety Culture
  • Lean Culture
  • Elements of Lean Culture
  • ITIL® Continual Improvement Model
  • Toyota Kata
  • OODA Loop
  • Key Characteristics of High-Velocity IT
  • Lean
  • Agile
  • Resilient
  • Continuous
  • Combining HVIT Characteristics to Co-Create Value
  • Design Thinking
  • Working in Complex Environments
  • Complexity Thinking
  • Cynefin Framework

Module 6: High-Velocity IT Techniques

  • High-Velocity IT Techniques

Module 7: Techniques for Valuable Investments

  • Techniques for Valuable Investments
  • Prioritisation Techniques
  • Cost of Delay
  • Buy/Hold/Sell
  • Other Techniques
  • Minimum Viable Products and Services
  • Practices for Which Minimum Viable Product is Relevant
  • Product or Service Ownership
  • Practices for Which Product or Service Ownership is Relevant
  • A/B Testing
  • Practices for Which A/B Testing is Relevant
  • Portfolio Management
  • Relationship Management

Module 8: Techniques for Fast Development

  • Infrastructure as Code
  • Practices for Which Infrastructure as Code is Relevant
  • Loosely Coupled Information System Architecture
  • Practices for Which Loosely Coupled Information System Architecture is Relevant
  • Reviews
  • Retrospectives
  • Practices for Which Retrospectives Are Relevant
  • Blameless Post-Mortems
  • Practices for Which Blameless Post-Mortems Are Relevant
  • Continual Business Analysis
  • Faster Value Realisation with an Iterative Approach
  • Practices for Which Continual Business Analysis is Relevant
  • Continuous Integration, Continuous Delivery, and Continuous Deployment
  • Practices for Which CI/CD are Most Relevant
  • Continuous Testing
  • Types of Software Testing
  • Practices for Which Continuous Testing is Most Relevant
  • Kanban
  • Practices for Which Kanban is Relevant

Module 9: Techniques for Resilient Operations

  • Techniques for Resilient Operations
  • Technical Debt
  • Practices for Which Technical Debt is Relevant
  • Chaos Engineering
  • Chaos Monkey
  • Practices for Which Chaos Engineering is Relevant
  • Definition of Done
  • Definition of Ready
  • Practices for Which the Definition of Done is Relevant
  • Version Control
  • AIOps
  • Practices for Which AIOps is relevant
  • ChatOps
  • Practices for Which ChatOps is Relevant
  • Site Reliability Engineering
  • Practices for Which SRE is Relevant
  • Service Continuity Management
  • Infrastructure and Platform Management

Module 10: Techniques for Co-Created Value

  • Service Experience
  • Practices for Which Service Experience is Relevant

Module 11: Techniques for Assured Conformance

  • DevOps Audit Defense Toolkit
  • Practices for Which the DevOps Audit Defense Toolkit is Relevant
  • DevSecOps
  • Practices for Which DevSecOps is Relevant
  • Peer Review
  • Practices for Which Peer Review is Relevant
  • HVIT Summary

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Who should attend this ITIL® 4 Specialist: High-Velocity IT Training Course?

This ITIL® 4 Specialist: High-Velocity IT Certification Course is designed for IT professionals who work within or towards high-velocity environments and are frequently associated with digital transformation projects. It is beneficial for a variety of professionals such as:

  • IT Project Managers
  • IT Programme Managers
  • Service Managers
  • Quality Assurance (QA) Managers
  • Business Relationship Managers
  • Business Analysts
  • DevOps Engineers

Prerequisites of the ITIL® 4 Specialist: High-Velocity IT Training Course

Holding an ITIL® 4 Foundation Certification is a must before attending this ITIL® 4 Specialist: High Velocity IT Course.

ITIL® 4 Specialist: High Velocity IT Training Course Overview

Embark on a transformative journey with ITIL® 4 Specialist High Velocity IT Training, delving into the dynamic realm of high-speed IT service delivery. This course, offered by the Knowledge Academy, explores the relevance of high velocity IT in the context of ITIL® 4, fostering a deep understanding of contemporary service management practices.

Critical for professionals navigating the fast-paced IT landscape, this training is essential for those aspiring to secure the ITIL® 4 Specialist High Velocity IT Certification. Aimed at IT service managers, practitioners, and leaders, it equips individuals with the skills required to master the intricacies of high-speed IT service delivery.

In just two days, the Knowledge Academy's training provides comprehensive insights into High Velocity IT, ensuring delegates acquire the expertise needed for effective implementation. This concise yet intensive programme enhances decision-making, organisational agility, and overall project success in the rapidly evolving IT landscape.

Course Objectives:

  • Understand the concepts and principles of High Velocity IT
  • Explore the role of ITIL® 4 Specialist in high-speed service delivery
  • Learn to create a high-velocity IT organisation
  • Gain insights into digital transformation and its impact on IT service management
  • Prepare for completion of the ITIL® 4 Specialist High Velocity IT Certification

Upon completion, delegates emerge as proficient IT service professionals, equipped to navigate the challenges of high-speed IT service delivery. The course not only enriches their skill set but also positions them as valuable contributors to organisational success in the dynamic digital landscape.

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What’s included in this ITIL® 4 Specialist: High-Velocity IT Certification Course?

  • ITIL® 4 Specialist: High-Velocity IT Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: High-Velocity IT Certificate
  • Digital Delegate Pack

Show moredown

Official Axelos ITIL® 4 Specialist: High Velocity IT Exam Information

The ITIL® 4 Specialist: High-Velocity IT module helps you with converging business and IT goals, recognising and managing complex adaptive systems, bridging the development and operations gap, and improving performance with Lean, Agile, and DevOps. 

  • Question Type: Multiple Choice 
  • Total Questions: 40  
  • Total Marks: 40 Marks  
  • Pass Mark: 70%, or 28/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

Official Axelos ITIL® 4 Leader: Digital and IT Strategy DITS Exam

ITIL® 4 Leader: Digital and IT Strategy DITS​ Course Outline

Module 1: Introduction to ITIL®4: Digital and IT Strategy (DITS)

  • About ITIL®4: DITS
  • IT Service Management in the Modern World
  • Continual Improvement Model
  • ITIL Practices that Interact with ITIL®4: DITS
  • Digital and IT Strategy Context
  • Governance and Management Shift from Traditional to Digital Organisations
  • Accelerated Innovation Has Brought Greater Urgency to Business Change
  • Traditional Vs Continual Innovation Cycle
  • What Happens When Innovation Accelerates?

Module 2: What is Digital and IT Strategy?

  • Digital, Information, Operational, and Communications Technology
  • Information Technology (IT)
  • Operational Technology (OT)
  • Communication Technology (CT)
  • Digital Organisation
  • Digitisation
  • Digital Transformation
  • Products and Services
  • Wardley’s Strategy Cycle
  • Situational Awareness Vs Action
  • Tiers of Strategy
  • Traditional Perspective of Business, Digital, and IT Strategy
  • Business Strategy
  • Digital Strategy
  • Revised Perspective of Business, Digital, and IT Strategy
  • IT Strategy
  • Business Models
  • Role of Business Models
  • Business Models and Strategy
  • Business Model Canvas
  • Adapted Company Design Template
  • Operating Models
  • Operating Model Canvas
  • Strategy and the Service Value System
  • Opportunity and Demand
  • Opportunity
  • Demand 
  • Value
  • Governance
  • Guiding Principles
  • ITIL® 7 Guiding Principles
  • Continual Improvement
  • Practices

Module 3: Strategy Journey

  • What is Strategy Journey?

Module 4: Introduction to Vision

  • What is the Vision?
  • Digital Disruption
  • Three Levels of Digital Disruption
  • Ecosystem Disruption
  • Industry Disruption
  • Market Disruption
  • Organisational Disruption
  • Being a Disruptor or Responding to Disruption
  • Deciding on a Balanced Strategic Focus
  • Customer/Market Relevance
  • Operational Excellence
  • Internal and External Focus
  • A Balanced Approach
  • ITIL®4 DITS Assignment 2*
  • Positioning Tools for Digital Transformation
  • Maturity Models
  • Four Types of Digital Mastery
  • Maturity Models
  • Limits of Maturity Models
  • Digital Positioning and Sense Making
  • Digital positioning Assessment Framework
  • Digital Positioning and Sense Making
  • Positioning Assessment Framework Focused on Business, Operational, Cultural and Experience Transformation
  • Positioning Assessment Framework Focused on Physical and Digital Presence, and Use of Emerging and Standard Technology
  • ITIL®4 DITS Assignment 1*
  • Creating a Vision
  • What is a Vision?
  • Confirming the Scope of the Vision
  • Defining the Vision
  • Environmental Analysis
  • Context of Strategy Applied to the Four Dimensions of Service Management and PESTLE
  • External Analysis
  • Tools for External Environment Analysis
  • Internal Analysis (The Four Dimensions of SM)
  • Interactions Between the Organisation and its Environment
  • Four Dimensions and Their Influence on Digital Strategy
  • Tools for Internal Environmental Analysis
  • Interactions Between the Organisation and its Environment
  • Using the Results of Environmental Analysis
  • Digital Readiness Assessment
  • Evaluating Current Organisational Capabilities
  • Gap Analysis
  • Output
  • Risks and Challenges of Digital Readiness Assessment

Module 5: Strategy Planning

  • Strategy Cycles and Planning Horizons
  • Strategy Cycles
  • Strategy Structure and Content
  • Strategy Consists of Many Artefacts
  • Elements of a Strategy Document
  • Oversight and Controls
  • Financial Aspects of Digital and IT Strategy
  • Funding Projects, Products, and Services
  • Balancing the Cost of Innovation and Operation
  • Full Cost Recovery Model
  • Financial Policies
  • Operational Vs Capital Expenditure
  • Funding Mix
  • Planning for Growth
  • Tax-Based Strategies
  • Charging Models
  • Examples of Common Digital Charging Models
  • Using Business Models for Strategy Planning
  • Barrett Model

Module 6: Strategic Approaches for Digital Organisations

  • Strategic Approaches for Digital Organisations
  • Key Focus Areas for Digital Organisations
  • Strategic Approaches for Customer/Market Relevance
  • Customer Journeys
  • Omnichannel Delivery and Support
  • Seamless User Journey with Omnichannel Management
  • Context-Sensitive Delivery and Support
  • Customer Analytics
  • Customer 360° Approach
  • Staying Relevant: Evaluating and Responding to Customer Feedback
  • Strategic Approaches for Operational Excellence
  • Continual Improvement as the Basis for Strategy
  • Automation
  • Description of the Three Levels of Automation
  • Service Optimisation
  • Technology Modernisation
  • Sourcing Strategies
  • Workforce Strategies
  • Employee 360 Approach

Module 7: Strategy Discussion and Approval

  • Portfolio Optimisation
  • An Organisation’s Portfolios Enable a Return on Investment
  • Business Cases, Portfolio, and Strategy
  • Business Cases for Strategy
  • Costs
  • Risks
  • Returns and Benefits
  • Opportunity Costs
  • Communicating the Business Case
  • Intended Audience
  • Timing
  • Format

Module 8: Take Action

  • How Strategies Are Implemented?
  • Kotter’s Eight-Step Process
  • Satir Change Model
  • Large-Scale Transformation
  • Mergers and Acquisitions
  • Individual Changes
  • ITIL®4 DITS Assignment 3*
  • Typical Activities of a Digital Transformation Programme
  • Scenario 1: Building Capabilities to Become a Digital Organisation
  • Scenario 2: Conducting a Single Digital Transformation Initiative

Module 9: Did We Get There?

  • Key Facts About Measurement
  • Types of Metric
  • Lagging and Leading Metrics
  • Outside-In and Inside-Out Metrics
  • Metrics and Indicators
  • Cascading and Linking Measurement
  • Objectives and Key Results
  • Measuring Strategy
  • Measuring the Progress
  • Measuring the Relevance
  • Instrumenting Strategy
  • Operational Reports and Dashboards
  • Analytical Reports
  • Operational Vs Analytical Reports
  • Strategy Review

Module 10: How do we Keep the Momentum Going?

  • Long Term Momentum – Ensuring Organisational Viability
  • VUCA
  • Digital Transformation
  • Service Economy
  • Ensuring the Viability of Digital Organisations
  • ITIL®4 DITS Assignment 4*
  • Key Behaviour Patterns and Organisational Characteristics
  • Short-Term Momentum: Parallel Operation
  • Parallel Operating Models (POMs)
  • Cannibalism
  • Erosion
  • Concurrence
  • Synergism
  • Ineffective Operating Models
  • Pace of Transition from the Old Model to a Digital Model
  • Role of Continual Improvement in Parallel Operating Models

Module 11: Digital Leadership

  • Digital Mind-Set
  • Relationship Management
  • Education and Learning
  • Self-Education
  • Evaluating Emerging Technology and Industry Trends
  • Agile Management Techniques
  • Defining and Using Strategic Metrics
  • Orchestrating Diverse Environments
  • Operationalising Strategy
  • Business and Technology Management Skills

Module 12: Managing Innovation and Emerging Technologies

  • Definition
  • Managing Innovation as a Strategic Capability
  • Managing Innovation as a mindset and Culture
  • Achieving a Balanced Approach to Innovation
  • Formal Approach to Innovation Management
  • Organising Innovation Management
  • Activities in Managing Innovation
  • Generating New Ideas
  • Filtering Ideas
  • Incubating Ideas
  • Evaluating Ideas
  • Selecting Ideas
  • Identify and Charter a Team to Build and Test the Innovation
  • Developing Prototypes
  • Design, Develop, and Testing
  • Building a Culture that Supports Innovation
  • Approaches to Innovation
  • Evaluating and Adopting Emerging Technology
  • Stages of Technology Adoption
  • Emerging Technology in Context

Module 13: Managing Strategic Risk

  • Definitions
  • Risk Management in Digital Organisations
  • Organising Risk Management
  • Risk Identification
  • Risk Identification – DICE
  • Disruption Risks
  • Innovation Risks
  • Cybersecurity Risks
  • Engagement Risks
  • Qualitative Risk Analysis
  • Risk Matrix
  • Matrix Example for Qualitative Risk Analysis
  • Scenario-Based Analysis
  • Quantitative Risk Analysis
  • Risk Triggers
  • Risk Posture: Balancing Risk and Rewards of Digital Technology
  • Risk Attitude
  • Risk Treatment
  • Achieving a Risk-Informed Mind-set or Culture

Show moredown

Who should attend this ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course?

This ITIL® 4 Leader: Digital and IT Strategy Certification Course is ideal for IT professionals and leaders who are responsible for shaping and driving strategic IT and digital decisions within their organisations. It is beneficial for a variety of professionals including:

  • IT Service Managers
  • IT Project Managers
  • Enterprise Architects
  • Quality Assurance Managers
  • Digital Service Professionals
  • Business Strategists
  • Stakeholders

Prerequisites of the ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course

Holding an ITIL®4 Foundation Certificate is a must before attending this ITIL® 4 Strategic Leader: Digital and IT Strategy Course.

ITIL® 4 Leader: Digital and IT Strategy (DITS) Certification Course Overview

ITIL stands for Information Technology Infrastructure Library, and it is the most extensively used IT Service Management framework globally. ITIL directs an organisation's and individuals' use of technology as a tool to promote business change, transformation, and development.

This ITIL® 4 Leader: Digital and IT Strategy DITS Training Course is a highly specialised course that focuses on harmonising digital business and IT strategies. Individuals will lay their hands-on approach on how to create a digital vision and how to shape IT and business strategy. Acquiring the skills and knowledge about handling digital business and IT strategies will lead the delegates to attain more possibilities and higher income if your expertise upgrades their company's production.  

In this 2-day ITIL® 4 Leader: Digital and IT Strategy DITS Training Course, delegates will enlighten their expertise about the basic and advanced concepts about various ITIL guiding principles in Digital and IT Strategy. Delegates will gain in-depth knowledge about the procedures and methods for defining and pushing for a digital and IT strategy. Our highly expert trainer with abundant knowledge will teach this ITIL Certification Training to delegates to know how a company leverages its digital and IT strategy to stay afloat in a world dominated by digital technologies.

Course Objectives:

  • To understand the impact of disruptive technologies on strategic IT planning and execution
  • To learn to manage risks and enable business value in a digital environment
  • To develop skills to drive successful digital transformation within an IT organisation
  • To gain proficiency in using ITIL frameworks for strategic decisions and operations
  • To develop leadership skills for facilitating effective collaboration in strategy development
  • To attain knowledge to align digital and IT strategies with business objectives.

At the end of this ITIL Certification Course, delegates will be able to context strategy applied to the four dimensions of service management and pestle. They will also be able to manage innovation as a strategic capability, mind-set, and culture.

Show moredown

What’s included in this ITIL® 4 Leader: Digital and IT Strategy (DITS) Training Course?

  • ITIL® 4 Leader: Digital and IT Strategy (DITS) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Leader: Digital and IT Strategy (DITS) Certificate
  • Digital Delegate Pack

Show moredown

ITIL® 4 Leader: Digital and IT Strategy DITS​ Exam Information

The ITIL® 4 Leader: Digital and IT Strategy (DITS) Exam assesses participants' knowledge and ability to apply ITIL® 4 concepts and principles related to digital and IT strategy leadership. 

  • Question Type: Multiple Choice 
  • Total Questions: 30  
  • Total Marks: 30 Marks  
  • Pass Mark: 70%, or 21/30 Marks 
  • Duration: 60 Minutes 
  • Open Book/ Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

ITIL® 4 Specialist Acquiring And Managing Cloud Services ITIL® AMCS

ITIL® 4 Specialist Acquiring and Managing Cloud Services ITIL® AMCS​ Course Outline

Unit 1: Understand the Role of Cloud Services in an Organisation

Module 1: Describe the Characteristics of the Cloud

  • What is the Cloud?

Module 2: Describe the Approaches to Cloud Adoption

  • Approaches to Migrating Existing Services
  • One-Off Migrations
  • Evolutionary Migrations
  • Big-Bang Migrations

Module 3: Cloud Deployment Models and Cloud Service Models

  • Types of Cloud Solution
  • Cloud Service Models
  • Standard and Non-Standard Services
  • Deployment Models

Unit 2: Know How to Define an Organisation’s Requirements for Adopting, and Readiness to Adopt, Cloud Solutions

Module 4: Describe the Structure and Content of a Business Case for Cloud

  • Business Case Structure

Module 5: Know How to Define Organisation’s Requirements for Cloud Solutions

  • Defining Requirements for Cloud Services
  • Impact of Cloud Services on Existing Customers
  • Typical Requirements

Module 6: Carry Out an Organisational Readiness Assessment for Cloud Adoption

  • Conducting a Cloud Readiness Assessment
  • Steps in Conducting a Cloud Readiness Assessment
  • Define the Assessment Scope
  • Assess Current Resources
  • Specify the Desired Scope of Cloud Services
  • Assess Operational Readiness
  • Produce an Assessment Report

Module 7: Know How to Communicate a Cloud Business Case

  • Communicating a Business Case

Unit 3: Identify the Types of Cloud Services and Understand Their Applicability to an Organisation's Context

Module 8: Describe the Types of Cloud Service Providers

  • Conducting a Cloud Readiness Assessment

Module 9: Describe the Key Elements of a Cloud Strategy for a Service Consumer

  • Formulating the Cloud Strategy

Module 10: Identify the Available Services that are Relevant to the Organisation’s Context

  • Researching What Services are Available
  • Understanding the CSP Landscape

Unit 4:  Understand How Cloud Services are Selected and Procured in the ‘Offer’ Step of the Customer Journey

Module 11: Describe the Costs of Using Cloud Services

  • Costs
  • Exploring Cloud Services
  • Onboarding and Offboarding
  • Co-Creation
  • Under- and Over-Utilisation
  • Outages

Module 12: Describe the Benefits and Opportunities Created by Cloud Services

  • Deciding to Use Cloud Services
  • Benefits and Disbenefits of Using Cloud Services

Module 13: Describe the Key Risks and Disbenefits of Using Cloud Services

  • Risks
  • Shifts in Roles and Responsibilities
  • Unauthorised Procurement of Cloud Services
  • Security of Cloud Services
  • API Vulnerability
  • Maintaining Separation Between Tenants
  • Vendor Lock-in
  • Third-Party Contracting
  • Migration

Module 14: Describe Security and Compliance Considerations of Using Cloud Services

  • Security and Compliance Considerations
  • Visibility
  • Compliance
  • Automation
  • Conflict Between Development and Security Priorities
  • Hybrid IT
  • Role of Service Level Agreements with Onboarded Cloud Services

Module 15: Describe the Inputs and Outputs of a Return on Investment (ROI) for Cloud

  • Return on Investment Process
  • Define the Purpose, Objectives, and Scope of the Assessment
  • Collect Data
  • Review and Analyse the Data
  • Calculate and Report
  • Decide

Unit 5: Know How to Onboard and Offboard Cloud Services

Module 16: Describe the Key Approaches for Migrating to or from the Cloud

  • Moving from In-House to Cloud Solutions
  • Migrating from One Cloud Service Provider to Another
  • Migrating Away from the Cloud

Module 17: Carry Out the Activities of Onboarding/Offboarding Cloud Services

  • About the Onboard Step: General Considerations

Module 18: Know How to Modify an Operating Model to Support Migration to Cloud Services

  • What Happens to an Operating Model When Moving to the Cloud?

Unit 6: How to Manage the Use of Cloud Services

Module 19: Shared Responsibility Model

  • Shared Responsibility Model

Module 20: How to Measure the Quality of Consumed Cloud Services

  • Managing Cloud Service Quality

Module 21: Describe the Tools, Techniques, Methods, and Controls Used to Manage the Use of Cloud Services

  • Managing the Optimisation of Cloud Service Consumption

Unit 7: Know How to Evaluate and Improve a Cloud Strategy

Module 22: Adjustments for a Cloud Strategy to Respond to VUCA Challenges

  • VUCA and the Value Co-Creation Map

Module 23:  Apply the Continual Improvement Model to an Organisation’s Cloud Strategy

  • Continual Improvement and the Value Co-Creation Map for Cloud

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Who should attend this ITIL® 4 Specialist: Acquiring and Managing Cloud Services Training Course?

This ITIL® 4 Specialist: Acquiring and Managing Cloud Services (ITIL® AMCS) Course is ideal for anyone who understands relevant ITIL® 4 guidance and enables career development opportunities in the cloud service domain. This ITIL Certification Course is beneficial for these professionals:

  • IT Service Managers
  • Cloud Solution Architects
  • Cloud Service Managers
  • Business Analysts
  • IT Security Professionals
  • DevOps Engineers
  • Cybersecurity Managers

Prerequisites of the ITI® 4 Specialist: Acquiring and Managing Cloud Services Training Course

There are no formal prerequisites for attending this ITIL® 4 Specialist Course.

ITIL® 4 Specialist:  Acquiring and Managing Cloud Services ITIL® AMCS Course Overview

This ITIL® 4 Specialist Acquiring and Managing Cloud Services Course delve into the critical realm of cloud services within the ITIL® 4 framework, exploring their significance in modern IT infrastructures. It elucidates the principles, strategies, and practices essential for effectively acquiring and managing cloud services, aligning them with business objectives. With the accelerating shift to cloud-based solutions, this course provides indispensable insights into optimising the utilisation and management of cloud services.

Proficiency in acquiring and managing cloud services is crucial. IT managers, service delivery professionals, cloud architects, and those involved in IT service management can benefit immensely from mastering this domain. It ensures streamlined service delivery, cost optimisation, enhanced scalability, and responsiveness to dynamic business needs.

This intensive 2-day training equips delegates with a comprehensive understanding of cloud service acquisition and management within the ITIL® framework. Delegates will gain practical insights into navigating challenges, optimising service delivery, and ensuring seamless integration of cloud services within organisational frameworks. They'll acquire the tools to drive innovation and strategic decision-making regarding cloud utilisation.

Course Objectives:

  • To understand the fundamentals of cloud service acquisition in alignment with organisational objectives
  • To explore strategies for effectively managing diverse cloud services and their integration
  • To assess risks and implement best practices for secure and compliant cloud service management
  • To optimise cost, performance, and scalability of cloud services
  • To enhance service delivery by leveraging cloud-based solutions efficiently
  • To establish governance frameworks for sustainable and effective cloud service management
  • To foster a culture of continuous improvement in cloud service acquisition and management

Delegates will receive a certificate after completing this ITIL® 4 Specialist Acquiring and Managing Cloud Services Course. This certification validates their proficiency in optimising cloud service acquisition, integration, and management within the ITIL® framework, bolstering their credibility and enhancing career prospects in IT service management.

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What’s included in this ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® Training Course?

  • ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® (AMCS) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Acquiring and Managing Cloud Services ITIL® AMCS Certificate
  • Digital Delegate Pack

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ITIL® 4 Specialist Acquiring And Managing Cloud Services ITIL® AMCS Exam Information

The ITIL® 4 Specialist Acquiring and Managing Cloud Services (ITIL® AMCS) exam evaluates a candidate's proficiency in understanding and applying best practices for cloud service acquisition and management, in alignment with the ITIL® 4 framework's principles and guidelines. 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65% or 26/40 Marks 
  • Duration: 90 Minutes 
  • Open Book/ Closed Book: Closed Book 

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (2 days)

Online Self-paced (16 hours)

ITIL® 4 Specialist Sustainability in Digital and IT Training (ITIL® SDIT) Exam

ITIL® 4 Specialist: Sustainability in Digital and IT Training ITIL® SDIT​ Course Outline

Unit 1: Understand the Key Concepts of Sustainability

Module 1: Describe the Benefits of Sustainability for an Organisation

  • Benefits of Sustainability

Module 2: Describe the Key Concepts of Sustainability

  • What is Sustainability?
  • Sustainability Models, Issues, and Concepts

Module 3: Explain the Purpose of the UN Sustainable Development Goals and their role in an Organisation’s Sustainability

  • 17 UN Sustainable Development Goals
  • Role of the UN SDGs for Sustainability Vision

Module 4: Explain the Purpose of the UN Global Compact Principles and their role in Organisations’ Sustainability

  • Ten Principles of the UN Global Compact

Module 5: Describe the Triple Bottom Line Model and the Scope of Each of the Three Pillars

  • Triple Bottom Line

Module 6: Describe the Concept of Externalities

  • Impact of Sustainability Initiatives

Module 7: Describe the Key Challenges of Sustainability

  • Growing Human Population
  • Waste Management
  • Greenhouse Gas Emission
  • Digital Poverty
  • Digital Carbon Footprint

Module 8: Describe the Key Sustainability Solutions

  • Corporate Social Responsibility
  • Responsible Sourcing
  • Sustainable Consumption and Production
  • Circular Economy

Unit 2: Understand the Value, Benefits, Costs, and Risks of Sustainability

Module 9: Describe the Purpose of a Materiality Assessment

  • Materiality Assessment
  • Why Conduct a Materiality Assessment?
  • How to Conduct a Materiality Assessment?
  • Materiality Assessment by DEFRA
  • Materiality Assessment Outputs

Module 10: Describe the Key Sources of Organisational Sustainability Risks

  • Sustainability Risk Assessment

Module 11: Describe the Key Organisation-Level Stakeholder Groups and their Expectations

  • Stakeholders

Module 12: Describe the Key Types and Sources of Sustainability Standards and Regulations

  • Regulations and Standards

Module 13: Explain the Role of Services and the Service Economy in Sustainability

  • Other Kinds of Sustainable Business Model
  • Approaches Supporting Sustainable Business Models

Module 14: Explain the Recommendations for Sustainability Return on Investment (ROI)/Value on Investment

  • Return on Investment in Sustainability

Unit 3: How Digital and Information Technology Support Sustainability

Module 15: Explain the Role of Digital Technology in Sustainability

  • Role of Technology in Sustainability
  • Digital Transformation for Sustainability
  • Sustainable IT

Module 16: Describe How Digital Technology Impacts Sustainability

  • Digital Sustainability

Unit 4: Know How to Plan Sustainability for an Organisation

Module 17: Explain the Role of Sustainability in an Organisation’s Vision

  • Business, Digital, and Sustainability Vision

Module 18: Describe the Key Due Diligence Considerations for Sustainability

  • Diligence Analysis

Module 19: Explain the Key Concerns of Achieving Sustainability in a Volatile, Uncertain, and Complex Environment

  • Principles-Based Approach Vs Procedures-Based Approach vs Model-Based Approach
  • Using Cynefin and Sense-Making to Address Complexity

Module 20: Describe the Three Dimensions (Aspects) of Strategic Planning

  • Sustainability Business Model
  • Evolution of Sustainability Planning
  • Sustainable Products and Services
  • Designing Sustainable Products and Services
  • Organisational Ecosystem

Module 21: Describe the Key Elements of an Organisational Sustainability Strategy

  • Strategies for Sustainability

Module 22: Describe the Key Elements of Sustainability Culture

  • Values and Culture

Module 23: Know How to Address Sustainability in an Organisation’s Vision

  • Defining the Vision
  • Triple Bottom Line for Vision

Unit 5: How Organisational Sustainability is Assessed, Maintained, and Improved

Module 24: Describe the Key Concepts of Measurement and Reporting

  • Metrics and KPIs
  • Common Sustainability Metrics

Module 25: Explain How the Following Support Sustainability

  • Innovations
  • Communication and Collaboration
  • Governance and Audit

Module 26: Explain How the Following ITIL Practices Support Sustainability

  • Organisational Change Management
  • Strategy Management
  • Software Development and Management
  • Supplier Management

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Who should attend this ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL®-SDIT) Training Course?

This ITIL® 4 Specialist: Sustainability in Digital and IT Course is ideal for anyone interested in learning how service organisations can address sustainability challenges related to their digital and IT strategies, tactics, and operations, with a focus on ITIL®'s Service Value Chain and ITIL® practices. This training course is beneficial for these professionals:

  • IT Managers
  • Business Analysts
  • Service Design Managers
  • Supply Chain Managers
  • Sustainability Officers and Managers
  • Digital Transformation Leaders
  • Cloud Service Managers and Strategists

Prerequisites of the ITIL® 4 Specialist: Sustainability in Digital and IT Training (ITIL®-SDIT) Course

There are no formal prerequisites for attending this ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL® SDIT) Training Course.

ITIL® 4 Specialist: Sustainability in Digital and IT Training (ITIL® SDIT​) Course Overview

The ITIL® 4 Specialist: Sustainability in Digital and IT Training focuses on integrating sustainable practices within digital and IT services, aligning with the growing emphasis on environmental responsibility in technology. It explores strategies for minimising the environmental impact of IT operations while optimising efficiency. In today's tech-driven landscape, sustainability in digital and IT services is paramount for responsible and ethical business practices.

Professionals in IT management, digital services, environmental sustainability, and those involved in corporate responsibility should aim to master this subject. Understanding sustainable practices in digital and IT services is vital for organisations striving to minimise their carbon footprint, comply with environmental regulations, and enhance corporate social responsibility initiatives.

This 2-day training provided by The Knowledge Academy delves into sustainable practices, circular economy principles, and green IT strategies applicable to digital and IT services. Delegates engage in discussions and case studies, learning to implement sustainable frameworks, reduce waste, and optimise digital and IT operations resources.

Course Objectives:

  • To understand sustainable practices in digital and IT services
  • To implement circular economy principles in IT operations
  • To minimise environmental impact and reduce waste
  • To optimise resource usage in IT and digital services
  • To develop strategies for sustainable IT service management
  • To enhance corporate social responsibility through IT sustainability

Upon course completion, delegates will acquire insights and methodologies to integrate sustainability into digital and IT services, enabling them to implement environmentally responsible practices within their organisations.

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What’s included in this ITIL® 4 Specialist: Sustainability in Digital and IT Training Course?

  • ITIL® 4 Specialist: Sustainability in Digital and IT Training ITIL® (SDIT) Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Sustainability in Digital and IT Training ITIL® (SDIT) Certificate
  • Digital Delegate Pack

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ITIL® 4 Specialist Sustainability in Digital and IT Training (ITIL® SDIT) Exam Information 

The ITIL® 4 Specialist: Sustainability in Digital and IT (ITIL® SDIT) Exam assesses participants' understanding of the ITIL® 4 concepts and practices related to sustainability in the context of digital and IT services. 

  • Question Type: Multiple Choice 
  • Total Questions: 35 
  • Total Marks: 35 Marks 
  • Pass Mark: 65% or 23/35 Marks 
  • Duration: 60 Minutes 
  • Open Book/ Closed Book: Closed Book 

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam

ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course Outline

Module 1: Incident Management

  • Introduction to Incident Management
  • Value Streams and Processes
  • Organisations and People
  • Partners and Suppliers
  • Incident Management Capability Development

Module 2: Service Desk  

  • Key Concepts of the Service Desk
  • Processes of the Practice
  • Roles and Competencies of the Practice
  • How does Information and Technology Support and Enable the Practice?
  • Role of Partners and Suppliers in the Practice​
  • ITIL Capability Model Used to Develop the Practice​
  • Recommendations for The Practice Success​

Module 3: Problem Management

  • Introduction to Problem Management
  • Value Streams and Processes
  • Organisation and People
  • Information and Technology
  • Partners and Suppliers
  • Problem Management Capability Development

Module 4: Service Request Management

  • Key Concepts of Service Management
  • Value Streams and Processes
  • Organisation and People
  • Role of Information and Technology Support
  • Role of Partners and Suppliers in the Practice​
  • Service Request Management Capability Development

Module 5: Monitoring and Event Management

  • Introduction to Monitoring and Event Management  
  • Value Stream and Processes
  • Organisations and People
  • Information and Technology
  • Partners and Suppliers
  • Monitoring and Event Management Capability Development

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Who should attend this ITIL® 4 Specialist: Monitor, Support, And Fulfil Training Course?

The ITIL® 4 Specialist: Monitor, Support, and Fulfil training course is designed for individuals and professionals who have a role or interest in IT service management. Specifically, this course is beneficial for:

  • IT Support Specialists
  • IT Managers
  • Service Desk Managers
  • Incident Managers
  • Problem Managers
  • Change Managers
  • Service Level Managers

Prerequisites of the ITIL® 4 Specialist: Monitor, Support, And Fulfil Training Course

Before attending this ITIL® 4 Specialist: Monitor, Support, and Fulfil Training, delegates should have completed ITIL® 4 Foundation Certification.

ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course Overview

Information Technology Infrastructure Library (ITIL®) is a globally recognised framework for IT service management, offering best practices to align IT services with business needs and enhance efficiency. ITIL® 4 Specialist: Monitor, Support, and Fulfil Training focuses on optimising IT service performance, providing effective user support, and efficiently fulfilling service requests. Studying this training will equip individuals with skills to enhance IT operations, improve user support, and streamline service delivery. This training course helps organisations by enhancing IT service quality, reducing downtimes, streamlining support processes, and ensuring timely fulfilment of user requests. Moreover, individuals can gain a deeper understanding of ITIL® practices, enhance problem-solving abilities, and develop a strategic approach to IT service management and customer satisfaction.  

The Knowledge Academy’s 3-day ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course provides delegates with comprehensive knowledge of monitoring techniques, support protocols, service request execution, and best practices in IT service management. Delegates will learn how to optimise service performance, streamline support processes, enhance user experience, and effectively manage service request lifecycles. They will also learn to anticipate service disruptions, refine support protocols, and prioritise critical service requests effectively. This course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of this course.

Course Objectives  

  • To provide a comprehensive understanding of incident management and its importance
  • To equip participants with the essential knowledge and skills for service desk operations
  • To explore the intricacies of problem management and its role in service continuity
  • To highlight the significance of service request management in enhancing user experience
  • To introduce participants to the world of monitoring and event management in IT environments
  • To impart expertise on the optimisation of monitoring and event management for better service outcomes

After attending this training, delegates will be able to effectively monitor IT services, provide timely support, accomplish user requests, and drive continual service improvement. They will also be able to analyse performance metrics, implement best practices, and enhance overall service quality.

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What's Included in this ITIL® 4 Specialist: Monitor, Support, And Fulfil Training Course?

  • ITIL® 4 Specialist: Monitor, Support, And Fulfil Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Monitor, Support, And Fulfil Certificate
  • Digital Delegate Pack

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ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam Information

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Exam focuses on evaluating candidates' expertise in monitoring, supporting, and fulfilling IT service delivery and support processes. This exam assesses proficiency in implementing best practices to ensure the continuous monitoring and improvement of IT services, optimising support mechanisms, and fulfilling service requests in alignment with ITIL® 4 principles and frameworks.

  • Question Type: Multiple Choice 
  • Total Questions: 60 
  • Total Marks: 60 Marks 
  • Pass Mark: 65% or 39/60 Marks 
  • Duration: 1 hour and 30 minutes 
  • Open Book/ Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

ITIL® 4 Specialist: IT Asset Management Training Exam

ITIL® 4 Specialist: IT Asset Management Training Course Outline

Module 1: Key Concepts of ITAM

  • Purpose, PSFs, and Value of the ITAM Practice
  • Apply Iterative and Interdependent Scoping to IT Asset Types and IT Asset Register
  • Benefits of Standard IT Assets
  • ITAM’s Relationship with Governance, Compliance, and Policies of the Organisation
  • Apply an Organisation's Sustainability Objectives to ITAM
  • Identify the Key Challenges of ITAM

Module 2: ITM Value Streams and Processes

  • Roles and Relationships of Service Value Streams, Practices, and Processes in the Creation of Value
  • Value of a Common Approach to IT Asset Lifecycle Management
  • Sustainability Aspects of IT Asset Decommissioning and Disposal Actions
  • Know How to Verify, Audit, and Analyse IT Assets
  • Apply IT Asset Lifecycle Models
  • Critical Nature of Records and Documentation
  • How to Integrate ITAM into the Organisation's Value Streams?
  • Relationship between ITAM and the Service Configuration Management Practice

Module 3: ITAM Roles, Skills, and Organisational Solutions

  • Key Skills required for ITAM
  • Responsibilities of the Following Roles
    • IT Asset Manager
    • License Manager
    • IT Asset Owner
    • IT Asset Custodian
    • IT Asset Consumer
  • How to Apply the LACMT Model to ITAM Activities?
  • How to Position ITAM within an Organisational Structure?

Module 4: How Does Information and Technology Support and Enables ITAM?

  • Key Inputs and Outputs of the ITAM Practice
  • Key ITAM Automation Tools and their Role in the Practice

Module 5: Understand the Role of Partners and Suppliers in ITAM

  • Types of Service Relationships
  • Complexity of Service Relationships
  • Consistent Approach to ITAM Across the Organisation's Ecosystem

Module 6: How to Develop ITAM Organisational Capabilities?

  • Key Concepts of the ITIL Maturity Model
  • How to Apply Capability Criteria to Plan ITAM Capability Development?
  • Key Metrics and Methods for Improving ITAM Capabilities
  • Apply the Key Steps of the ITAM Capability Development

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Who should attend this ITIL® 4 Specialist: IT Asset Management Training Course?

This ITIL® 4 Specialist: IT Asset Management Course is suitable for IT professionals who are involved in managing costs and risks, monitoring and ensuring compliance, and good governance of IT assets. Professionals who will benefit the most from this ITIL® Certification Course are:

  • IT Financial Managers
  • IT Procurement Specialists
  • IT Asset Managers
  • Project Managers
  • Risk Managers
  • Business Continuity Managers

Prerequisites of the ITIL® 4 Specialist: IT Asset Management Training Course

Holding an ITI® 4 Foundation Certificate is a must before attending this ITIL® 4 Specialist: IT Asset Management Training Course.

ITIL® 4 Specialist: IT Asset Management Training Course Overview

The Knowledge Academy’s ITIL® 4 Specialist: IT Asset Management Course is designed to provide a comprehensive knowledge of the key concepts, principles, and challenges of ITAM. This ITIL® Certification course will help them to gain in-depth knowledge of applying the organisation’s sustainability objectives to ITAM, know how to verify, audit, and analyse IT assets, and key skills required for ITAM. Delegates will understand how to apply capability criteria to plan ITAM Capability Development, how to apply the LACMT model to ITAM activities and integrate ITAM into the organisation’s value streams.

Course Objectives:

  • Understand the principles and practices of IT Asset Management
  • Learn how to create and maintain an IT asset register
  • How to apply IT asset management processes
  • How to use tools and technology to manage IT assets
  • How to integrate IT asset management with other ITIL® 4 practices
  • Understand the effectiveness of IT asset management processes

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What’s included in this ITIL® 4 Specialist: IT Asset Management Training Course?

  • ITIL® 4 Specialist: IT Asset Management Training Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: IT Asset Management Certificate
  • Digital Delegate Pack

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ITIL® 4 Specialist: IT Asset Management Training Exam Information 

The ITIL® 4 Specialist: IT Asset Management Training Exam assesses participants' understanding of the ITIL® 4 concepts and practices related to IT asset management. This certification focuses on effective management and optimisation of IT assets throughout their lifecycle. 

  • Question Type: Multiple-Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65%, or 26/40 Marks  
  • Duration: 90 minutes 
  • Open Book/ Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

ITIL® 4 Specialist: Plan, Implement and Control Exam

ITIL® 4 Specialist: Plan, Implement and Control Training Course Outline

Module 1: IT Asset Management

  • Key Concepts of the Practice
    • Purpose of the Practice
    • Practice Success Factors (PSF) and Key Metrics of the Practice
    • IT Asset Types
    • IT Asset Register
    • IT Asset Lifecycle
    • Models and Verification
    • Inventory and Discovery
    • IT Asset Audit
  • Processes of the Practice
    • Inputs and Outputs of the Processes
    • Key Activities of the Processes
    • How to Integrate the Practice in the Organisation’s Value Streams?
  • Roles and Competences of the Practice
    • IT Asset Manager
    • IT Asset Custodian
    • IT Asset Analyst
    • IT Asset Register Administrator
    • License Manager
    • IT Asset Owner
    • IT Asset Consumer
    • Know How to Position the Practice in the Organisational Structure
  • How Information and Technology Support and Enable the Practice
    • Tools Application
    • Apply the Recommendations on Automation
  • Role of Partners and Suppliers in the Practice
    • Dependencies of the Practice on Third Parties
    • Partners and Suppliers Can Support the Practice
  • Recommendations for the Practice Success
    • Recommendations for IT Asset Management Success
    • Supported by the ITIL Guiding Principles

Module 2: Change Enablement (CE)

  • Key Concepts of the Practice
    • PSFs and Key Metrics of the Practice
    • Change and Change Model
    • Standard Change
    • Emergency Change and Change Authority
  • Processes of the Practice
    • Inputs and Outputs of the Processes
    • Key Activities of the Processes
    • Integrate the Practice in the Organisation’s Value Streams
  • Roles and Competences of the Practice
  • Responsibilities of the Key Roles of the Practice
    • Change Manager / Coordinator and Change Authority
    • Position the Practice in the Organisational Structure
  • Information and Technology Support and Enable the Practice
    • Explain the Tools Application
    • Apply the Recommendations on Automation
  • Role of Partners and Suppliers in the Practice
    • Dependencies of the Practice on Third Parties
    • Partners and Suppliers Can Support the Practice
  • ITIL Capability Model Can Be Used to Develop the Practice
    • Capability Criteria Support the Practice Capability Development
  • Recommendations for the Practice Success
    • Recommendations for Change Enablement Success
    • Recommendations Are Supported by the ITIL Guiding Principles?

Module 3: Deployment Management (DM)

  • Key Concepts of the Practice
    • PSFs and Key Metrics of the Practice
    • Environment
    • Continuous Integration
    • Continuous Delivery
    • Continuous and Deployment
  • Processes of the Practice
    • Inputs and Outputs of the Processes
    • Key Activities of the Processes
    • Integrate the Practice in the Organisation’s Value Streams
  • Roles and Competences of the Practice
  • Responsibilities of the Key Roles of the Practice
    • Deployment Manager
    • Deployment Practitioner
    • Position the Practice in the Organisational Structure
  • Information and Technology Support and Enable the Practice
    • Tools Application
    • Apply the Recommendations on Automation
  • Role of Partners and Suppliers in the Practice
    • Dependencies of the Practice on Third Parties
    • Partners and Suppliers Can Support the Practice
  • ITIL Capability Model Can Be Used to Develop the Practice
    • Capability Criteria Support the Practice Capability Development
  • Recommendations for the Practice Success
    • Recommendations for Deployment Management Success
    • How These Recommendations Are Supported by the ITIL Guiding Principles?

Module 4: Release Management (RM)

  • Key Concepts of the Practice
    • Purpose of the Practice
    • PSFs and Key Metrics of the Practice
  • Key Terms/Concepts
    • Release and CI/CD and Release Management
    • Release Model
    • Push/Pull Conditions
  • Processes of the Practice
    • Inputs and Outputs of the Processes
    • Key Activities of the Processes
    • Integrate the Practice in the Organisation’s Value Streams
    • Roles and Competences of the Practice
  • Responsibilities of the Key Roles of the Practice:
    • Release Manager
    • Position the Practice in the Organisational Structure
  • Information and Technology Support and Enable the Practice
    • Tools Application
    • Apply the Recommendations on Automation
  • Role of Partners and Suppliers in the Practice
    • Dependencies of the Practice on Third Parties
    • Partners and Suppliers Can Support the Practice
  • ITIL Capability Model Can Be Used to Develop the Practice
    • Capability Criteria Support the Practice Capability Development
    • Recommendations for the Practice Success
    • Recommendations for Release Management Success
    • How These Recommendations Are Supported by the ITIL Guiding Principles?

Module 5: Service Configuration Management (SCM)

  • Key Concepts of the Practice
    • Purpose of the Practice
    • PSFs and Key Metrics of the Practice
    • Configuration Item (CI)
    • Service Configuration Model
    • CI Lifecycle Model
    • Configuration Management System
    • Configuration Management Database
    • Baseline Configuration
    • Configuration Verification
    • Configuration Inventory
    • Configuration Audit
  • Processes of the Practice
    • Inputs and Outputs of the Processes
    • Key Activities of the Processes
    • Integrate the Practice in the Organisation’s Value Streams
  • Roles and Competences of the Practice
  • Responsibilities of the Key Roles of the Practice:
    • Configuration Manager
    • Configuration Coordinator
    • Configuration Librarian
    • Resource Owner/Custodian
    • Position the Practice in the Organisational Structure
  • Information and Technology Support and Enable the Practice
    • Recommendations on Automation
  • Partners and Suppliers in the Practice
    • Dependencies of the Practice on Third Parties
    • Partners and Suppliers Can Support the Practice
  • ITIL Capability Model Can Be Used to Develop the Practice
    • Capability Criteria Support the Practice Capability Development
  • Recommendations for the Practice Success
    • Recommendations for Service Configuration Management Success
    • How These Recommendations Are Supported by the ITIL Guiding Principles?

Module 6: Plan, Implement, and Control

  • Processes and Value Streams of the Plan, Implement, and Control Practices
    • Role of the Incident Resolution Service Value Stream
    • Role of the Request Fulfilment Service Value Stream
    • Plan, Implement, and Control Practices
  • Information and Technology Support and Enable the Practices
    • Information Is Exchanged Between the Plan, Implement, and Control Practices
  • Recommendations for the Plan, Implement, and Control Practices Success
    • Recommendations for the Plan, Implement, and Control Practices

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Who should attend this ITIL® 4 Specialist: Plan, Implement and Control Training Course?

The ITIL® 4 Specialist: Plan, Implement and Control Training Course is tailored for anyone seeking advanced skills in ITIL practices. This course is especially advantageous for the following professionals:

  • IT Service Managers
  • IT Operations Managers
  • IT Project Managers
  • IT Consultants
  • Service Desk Managers
  • IT Auditors
  • Configuration Managers

Prerequisites of the ITIL® 4 Specialist: Plan, Implement and Control Training Course

Delegates are required to hold the ITIL 4 Foundation certification as this is a pre-requisite for studying ITIL 4 Specialist: Plan, Implement and Control.

ITIL® 4 Specialist: Plan, Implement and Control Training Course Overview

ITIL 4 Specialist: Plan, Implement and Control focuses on effective service planning, implementation, and control in IT service management for professionals aiming to enhance their skills in aligning IT services with business goals. This specialisation is vital for IT professionals as it equips them with the knowledge to streamline service delivery, mitigate risks, and ensure the successful implementation of ITIL practices to service management, aligning organisations with industry best practices for optimal performance. For individuals, this training opens doors to advanced career opportunities, providing a comprehensive understanding of planning, implementing, and controlling IT services for enhances professionals' capabilities, making them valuable assets to organisations. For organisations which invest in this training for their employees by fostering a proactive and efficient IT service management culture which enables effective planning, implementation, and control of services, resulting in improved operational efficiency, reduced downtime, and enhanced customer satisfaction.

In The Knowledge Academy’s 3-day ITIL 4 Specialist: Plan, Implement and Control Training Course provides delegates will gain in-depth knowledge of comprehensive understanding of planning, implementing, and controlling IT services which enhances professionals' capabilities, making them valuable assets to organisations. They will also learn about information and technology support and enable the practice, position the practice in the organisational structure, capability criteria support the practice capability development, and other related concepts for more understanding. This course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of industry best practices for optimal performance.

Course Objectives

  • To comprehend the key concepts and processes of IT asset management
  • To learn the roles and competencies required for effective change enablement
  • To integrate deployment management practices into organisational value streams
  • To master the key terms and processes associated with release management
  • To grasp the concepts and processes of service configuration management
  • To navigate the Plan, Implement, and Control practices within ITIL® 4

After attending this training, delegates will be able to effectively implement IT asset management practices in their organisational context. They will also be able to integrate deployment management seamlessly into organisational value streams.

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What’s included in this ITIL® 4 Specialist: Plan, Implement and Control Training Course?

  • ITIL® 4 Specialist: Plan, Implement and Control Training Course Exam
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Plan, Implement and Control Training Course Certification
  • Digital Delegate Pack

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ITIL® 4 Specialist: Plan, Implement and Control Training Course Examination Information

The following information gives you an insight into the current structure of the ITIL® 4 Specialist exam.

  • Type of Questions: Multiple Choice
  • Total Questions: 60
  • Number of marks: 60 Marks
  • Pass Mark: 65%, or 39/60
  • Duration: 90 Minutes

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (3 days)

Online Self-paced (24 hours)

ITIL® 4 Specialist Business Relationship Management Training Exam

ITIL® 4 Specialist: Business Relationship Management Training Course Outline

Module 1: Key Concepts of Business Relationship Management

  • Identify the Purpose, PSFs, and Value of the BRM Practice
  • Key Challenges of Business Relationship Management
  • Key Stakeholders of Service Relationships
  • Service Journey Model
  • Types of Service Relationships
  • Role of BRM in Each Type of Service Relationship

Module 2: BRM Value Streams and Processes

  • ITIL® Service Value Chain Model
  • Roles and Relationships of Service Value Streams, Practices, and Processes in the Creation of Value
  • Understand the Two Main Processes of the BRM Practice
  • Know how to Develop and Apply Relationship Models
  • Know how to Integrate BRM in the Organisation's Value Streams

Module 3: How to Apply the BRM Models and Techniques?

  • How to Apply the Following in the Context of BRM?

Module 4: BRM Roles, Skills, and Organisational Solutions

  • Understand the Key Skills Required for BRM
  • Responsibilities of the Relationship Manager and Relationship Agent Roles
  • Know how to Apply the LACMT Model to BRM Activities
  • Know how to Position BRM within an Organisational Structure

Module 5: How Does Information and Technology Support and Enable BRM?

  • Identify the Key Inputs and Outputs of the BRM Practice
  • Describe the key BRM Automation Tools and their Role in the Practice

Module 6: Role of Partners and Suppliers in BRM

  • Understand the Complexity of Service Relationships
  • Understand the Dependencies of BRM on Third Parties

Module 7: How to Develop the BRM Capability in an Organisation?

  • Understand the Key Concepts of the ITIL Maturity Model
  • Know how to Apply Capability Criteria to Plan BRM Capability Development
  • Identify Key Metrics and Methods for Improving BRM Capabilities
  • Apply the Key Steps of the BRM Capability Development

 

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Who should attend this ITIL® 4 Specialist: Business Relationship Management Training Course?

This ITIL® 4 Specialist: Business Relationship Management Course is suitable for IT professionals who are involved in establishing and managing the relationships between service providers and consumer organisations, and their stakeholders.  The ITIL® Certification is beneficial for these professionals:

  • Business Relationship Managers
  • Service Level Managers
  • Business Analysts
  • IT Directors
  • Account Managers
  • Project Managers
  • Service Portfolio Managers

Prerequisites of the ITIL® 4 Specialist: Business Relationship Management Training Course

Delegates are required to hold the ITIL 4 Foundation certification as this is a pre-requisite for studying ITIL® 4 Specialist: Business Relationship Management.

ITIL® 4 Specialist: Business Relationship Management Training Course Overview

In the rapidly evolving landscape of IT service management, the ITIL® 4 Specialist: Business Relationship Management (BRM) Training Course emerges as a critical component. This course focuses on the indispensable discipline of Business Relationship Management, highlighting its relevance in fostering effective communication and collaboration between IT service providers and their business partners.
Understanding the dynamics of Business Relationship Management is crucial for IT professionals, Business Analysts, and Service Managers. ITIL® 4 Specialist: BRM is designed for those aiming to enhance their skills in managing relationships between IT and business stakeholders. As organisations strive for alignment between IT services and business goals, individuals with expertise in BRM are well-positioned to drive value.
This 3-day training by The Knowledge Academy provides a comprehensive and practical approach to ITIL® 4 Specialist: BRM. Delegates will delve into the intricacies of BRM processes, stakeholder engagement, and communication strategies. The course equips participants with the tools to create a collaborative environment, facilitating the achievement of business objectives through effective IT service management.

Course Objectives

  • To understand the principles and practices of ITIL® 4 Business Relationship Management
  • To explore effective communication strategies between IT and business stakeholders
  • To master the processes and techniques for stakeholder engagement
  • To gain insights into aligning IT services with business objectives
  • To enhance skills in creating a collaborative and value-driven IT environment
  • To obtain the ITIL® 4 Specialist: Business Relationship Management Certification

Upon completing this course, delegates will benefit by gaining a comprehensive understanding of BRM, enhancing their ability to bridge the gap between IT and business, and earning a valuable certification that validates their expertise in ITIL® 4 Specialist: Business Relationship Management.
 

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What’s included in this ITIL® 4 Specialist: Business Relationship Management Training Course?

  • ITIL® 4 Specialist: Business Relationship Management Training Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Business Relationship Management Training Certificate
  • Digital Delegate Pack

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ITIL® 4 Specialist Business Relationship Management Training Exam Information 

The ITIL® 4 Specialist: Business Relationship Management Training Exam assesses participants' understanding of the ITIL® 4 principles and practices related to business relationship management. This certification focuses on building strong relationships between IT and business to ensure effective collaboration and value delivery. 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65%, or 26/40 Marks 
  • Duration: 90 minutes 
  • Open Book/ Closed Book: Closed book

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Online Instructor-led (1 days)

Online Self-paced (8 hours)

Root Cause Analysis Course Outline

Module 1: Introduction to Root Cause Analysis

  • What is Root Cause Analysis?
  • Casual Factors
  • Direct Cause Vs Root Cause
  • Goals of Root Cause Analysis
  • Root Cause Identification

Module 2: Improvement Methodologies

  • 3 Cs
  • Eight Ds
  • PDCA (Plan, Do, Check, Act):
  • DMAIC
  • Kaizen
  • Kaizen Limitations
  • Kepner-Tregoe Analysis

Module 3: Gather and Manage Data

  • Overview
  • Data Collection
  • Gather Data

Module 4: Root Cause Analysis Techniques

  • Introduction
  • Five ‘Whys’
  • Cause and Effect
  • Pareto Analysis
  • Change Analysis
  • Barrier Analysis
  • Scatter Diagrams Correlation and Regression
  • Correlation and Causation
  • Forecasting
  • Pearson's Correlation Coefficient (R)
  • Regression Analysis with Scatter Diagrams
  • Events and Causal Factors Analysis / Flow (Process) Diagram
  • Fault Tree Analysis
  • Control Charts / Run Charts
  • Benefits of using a Control Chart
  • Run Charts

Module 5: Generate and Evaluate Effective Solutions

  • Effective Solution Process
  • 7 Steps of Problem Solving
  • Edward De Bono and The Six Working Hats
  • De Bono’s Six Working Hats
  • Other Prioritization/Consensus Tools

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Who should attend this Root Cause Analysis Training?

This ITIL Certification is designed to equip delegates with the skills and techniques necessary to identify and address the underlying causes of problems and issues within various contexts. Root Cause Analysis Certification Training is particularly beneficial for these professionals in the United States:

  • Quality Assurance Professionals
  • Operations Managers
  • Project Managers
  • Safety and Risk Management Professionals
  • Problem-Solving Teams
  • Process Improvement Specialists
  • Manufacturing and Production Managers

Prerequisites of this Root Cause Analysis Training Course

There are no formal prerequisites for this ITIL Certification. However, basic problem-solving and analytical skills would be beneficial for the delegates.

Root Cause Analysis Course Overview

Root Cause Analysis Training in the United States offers a deep dive into the methodologies and tools designed to identify the fundamental reasons for faults or problems. This training is crucial across various sectors as it addresses the need for solving problems at their source rather than just managing their symptoms. By understanding the core of an issue, organizations can prevent future occurrences, thereby saving time and resources and improving overall efficiency.

Understanding and applying the principles of Root Cause Analysis is vital for professionals in the United States involved in quality control, project management, operations, and maintenance. These individuals are tasked with ensuring that their processes and products meet the highest standards of quality and reliability. The Root Cause Analysis Course equips these professionals with the skills necessary to dissect complex problems, identify their underlying causes, and implement effective solutions.

The 1-day training in the United States provided by the Knowledge Academy is designed to be comprehensive yet concise, offering delegates an intensive learning experience. Delegates will gain hands-on experience with the latest Root Cause Analysis techniques, learning how to apply these skills in real-world scenarios. This Root Cause Analysis Course promises to enhance Delegates' problem-solving capabilities, making them invaluable assets to their organizations.

Course Objectives

  • To equip delegates with the skills to identify and analyze the underlying causes of problems effectively
  • To introduce the latest methodologies and tools used in Root Cause Analysis
  • To enhance decision-making abilities by applying systematic problem-solving techniques
  • To empower professionals to prevent recurring issues and improve process efficiency
  • To provide hands-on experience with real-world scenarios to apply Root Cause Analysis principles

Upon completion of this training in the United States, delegates will have mastered the ability to dissect and solve complex problems efficiently. They will leave the course with a toolkit of techniques for identifying root causes, preventing future issues, and contributing to their organization's continuous improvement and operational excellence.

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What’s included in this Root Cause Analysis Training?

  • World-Class Training Sessions from Experienced Instructors
  • Root Cause Analysis Certificate
  • Digital Delegate Pack

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Online Instructor-led (2 days)

Online Self-paced (16 hours)

CITSM Exam

Certified IT Service Manager (CITSM) Course Outline

Module 1: Introduction to IT Service Management

  • Overview of IT Service Management
  • Role and Importance of IT Service Management in Organisations
  • Key Concepts and Terminology

Module 2: Leadership in IT Service Management

  • Leadership and Management Skills for IT Service Managers
  • Strategic Planning and Decision Making
  • Effective Communication and Team Building

Module 3: Formulating and Executing IT Service Strategies

  • Crafting and Executing IT Service Strategies
  • Fundamentals of IT Service Design
  • Harmonising IT Services with Corporate Goals

Module 4: Managing IT Service Implementation and Activities

  • Foundations of IT Service Provision
  • Achieving Operational Excellence in IT Services
  • Administration of IT Service Operations

Module 5: Customer Relationship Management in IT Services

  • Understanding Customer Needs and Expectations
  • Building and Maintaining Strong Customer Relationships
  • Customer Feedback and Continuous Improvement

Module 6: Risk Management in IT Services

  • Identifying and Managing IT Risks
  • Business Continuity and Disaster Recovery Planning
  • Compliance and Regulatory Considerations

Module 7: Performance Measurement and Management

  • Key Performance Indicators (KPIs) for IT Services
  • Techniques for Monitoring and Measuring Service Performance
  • Using Data for Service Improvement

Module 8: Change Management in IT Services

  • Principles of Effective Change Management
  • Managing Change in IT Environments
  • Communication and Stakeholder Engagement in Change Processes

Module 9: Technology Trends Impacting IT Service Management

  • Emerging Technologies and Trends
  • Leveraging Technology for Service Improvement
  • Preparing for Future IT Challenges

Module 10: Project Management for IT Service Managers

  • Fundamentals of Project Management
  • Project Management Techniques for IT Service Managers
  • Balancing Operational and Project Responsibilities

 

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Who should attend this Certified IT Service Manager (CITSM) Training?

This Certified IT Service Manager (CITSM) Course is designed to provide delegates with advanced skills and knowledge to manage Information Technology (IT) services effectively and efficiently within an organisation. However, it is especially beneficial for these professionals:

  • IT Service Managers
  • IT Service Delivery Managers
  • IT Operations Managers
  • IT Project Managers
  • IT Service Desk Managers
  • IT Governance Professionals
  • IT Risk Managers

Prerequisites of this Certified IT Service Manager (CITSM) Course

There are no formal prerequisites for this Certified IT Service Manager (CITSM) Training. However, a basic understanding of Information Technology, Service Delivery, and their fundamental concepts would be beneficial for the delegates.

Certified IT Service Manager (CITSM) Course Overview

IT Service Managers oversee IT personnel and assignments, ensure consistent user connectivity and network functionality, maintain computer systems and software applications, and cultivate relationships with external clients. IT Service Management (ITSM) is the way to implement, deliver, and manage IT services to fulfil organisational needs that confirm an appropriate combination of processes or technologies to provide value. This training will equip learners with work experience that deals with IT services, the notion of Service Management, and essential best practices. It also provides learners with the skills and knowledge required to work as an IT Service Manager, who performs incident analysis and suggests action items within an organisation.

This 2-day Certified IT Service Manager (CITSM) Training Course intends to provide delegates with the necessary skills and knowledge to emerge as proficient IT Service Managers. During this training, delegates will learn how to meet the needs of their organisation more effectively and expand the achievement of business benefits. They will also gain a deep understanding of the principles, practices, tools, and techniques needed to implement and manage IT services effectively. Our highly skilled and professional instructor with years of teaching experience will conduct this course and equip delegates with knowledge of IT service management.

Course Objectives:

  • To ensure that they meet the needs of the organisation and its customers
  • To implement a service management culture within the organisation
  • To know about service strategy that deals with strategic management
  • To maintain effective communication with stakeholders or customers
  • To continuously improve IT service management processes and practices
  • To manage and mitigate risks associated with IT service delivery

At the end of this training, delegates will be able to detect and resolve IT issues before they impact business operations. They will also be able to apply IT service management concepts in real-world scenarios.

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What’s included in this Certified IT Service Manager (CITSM) Training?

  • Certified IT Service Manager (CITSM) Examination
  • World-Class Training Sessions from Experienced Instructors
  • Certified IT Service Manager (CITSM) Certificate
  • Digital Delegate Pack 

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Certified IT Service Manager (CITSM) Exam Information

To acquire this certification, delegates will need to sit an examination. The exam is included with the course fee and will take place at the end of the second day. The exam format is detailed below:

  • Questions Type: Multiple Choice
  • Total Questions: 30
  • Total Marks: 30 Marks
  • Pass Mark: 63%, or 19/30 marks
  • Duration: 60 Minutes
  • Open Book/Closed Book: Open Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Release Management Exam

ITIL® 4 Practitioner: Release Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • PSFs and Key Metrics of the Practice
  • Key Terms/Concepts
    • Release
    • CI/CD and Release Management
    • Release Model
    • Push/Pull Conditions

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competences of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organisational Structure?

Module 4: Information and Technology Support and Enable the Practice

  • Tools Application
  • Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice?

Module 6: ITIL Capability Model Can be Used to Develop the Practice

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Release Management Success and Supported by the ITIL Guiding Principles

 

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Who should attend this ITIL® 4 Practitioner: Release Management Training Course?

This ITIL® 4 Practitioner: Release Management Training Course is designed for anyone who wants to enhance their proficiency in Release Management practices. A wide range of professionals can benefit from this training:

  • Release Managers
  • IT Managers
  • Software Developers
  • DevOps Engineers
  • Project Managers
  • Service Delivery Managers
  • Quality Assurance/Test Managers
  • Systems Administrators

Prerequisites for ITIL® 4 Practitioner: Release Management Training Course

There are no formal prerequisites for attending this ITIL® 4 Practitioner: Release Management Training Course.

ITIL® 4 Practitioner: Release Management Training Course Overview

Release Management involves the systematic planning, scheduling, and control of software or system releases throughout their lifecycle. It ensures smooth and controlled transitions of releases into operational environments, minimising disruptions and risks. By pursuing this training course, organisations will gain streamlined processes for managing software releases, leading to improved efficiency, reduced downtime, and enhanced customer satisfaction. Individuals who undergo this training course will acquire specialised skills in release management, enabling them to oversee and execute software deployments effectively, contributing to organisational success. This training course opens doors to diverse career opportunities in project management, IT service delivery, and software development roles, fostering professional growth and advancement.

During this 1-day training course, delegates will learn the inputs, outputs, and key activities involved in the release processes, understanding how to seamlessly integrate Release Management into their organisation's value streams. They will also learn the roles and competencies essential for effective release management, aligning these practices within the organisational structure. Delegates will discover the dependencies on partners and suppliers, learning how to leverage their support for successful release endeavours. This training will be conducted by our highly professional and skilled trainer, who has years of experience in teaching.

Course Objectives

  • To understand the purpose and significance of release management practices
  • To identify and define key terms and concepts within release management
  • To comprehend the inputs, outputs, and activities involved in processes
  • To integrate release management effectively into organisational value streams
  • To delineate roles and competencies crucial for successful release management
  • To leverage information technology to support and enable release management

At the end of this training course, delegates will be able to identify and allocate roles, competencies, and responsibilities crucial for successful Release Management implementation. They will also be able to support and enable release management processes, optimising their efficiency.

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What's included in this ITIL® 4 Practitioner: Release Management Training Course?

  • ITIL® 4 Practitioner: Release Management Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Practitioner: Release Management Certificate
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Release Management Training Course Exam Information

The ITIL® 4 Practitioner: Release Management Training Course Exam assesses individuals' understanding of the key concepts, principles, value and challenges of the Release Management Practice. It is intended to provide individuals with best practice guidance on how to make new and changed services and features available for use.

  • Question Type: Multiple Choice
  • Total Questions: 20 
  • Total Marks: 20 Marks 
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open Book/ Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner Problem Management Exam

ITIL® 4 Practitioner: Problem Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF) & Key Metrics of the Practice
  • Key Terms and Concepts
    • Problem
    • Known Error
    • Problem Prioritisation
    • Reactive and Proactive Problem Management
    • Workaround
    • Technical Debt
    • Problem Model

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice into the Organisation’s Value Streams

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of The Practice
    • Problem Manager
    • Problem Coordinator
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties

Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Recommendations for Problem Management Success
  • How they are supported by the ITIL® Guiding Principles?

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Who should attend this ITIL® 4 Practitioner: Problem Management Training Course?

The ITIL® 4 Practitioner: Problem Management Training Course is beneficial not only for individuals directly engaged in Problem Management activities but also for a broad spectrum of professionals in the IT and business sectors who wish to enhance their understanding of effective IT Service Management. 

A few of the professionals who will benefit from this course are:

  • Problem Managers and Teams
  • Service Desk Agents and Managers
  • IT Service Managers
  • IT Operations Managers
  • IT Consultants
  • Incident Managers
  • IT Professionals
  • Business Managers

Prerequisites of the ITIL® 4 Practitioner: Problem Management Training Course

For the ITIL® 4 Practitioner: Problem Management Training Course, delegates should possess a foundational knowledge of the ITIL® principles. Holding an ITIL® 4 Foundation Certification or its equivalent is often recommended. Also, experience in IT Service Management or Problem Management might prove to be beneficial for the delegate.

ITIL® 4 Practitioner: Problem Management Training Course Overview

ITIL® 4 Problem Management is a practice within IT Service Management (ITSM) that aims to identify, analyse, and resolve the root causes of IT service problems. It helps in minimising service disruptions and improving the overall quality and stability of IT services. A deep understanding of this course helps individuals enhance their problem-solving skills, IT service management capabilities, and career prospects in the IT industry. This ITIL Training helps organisations improve service quality, minimise downtime, enhance problem-solving capabilities, and optimise resource utilisation. Pursuing this training also helps individuals gain expertise in ITIL® 4 Problem Management, enhancing the chance of better job opportunities and career advancement.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: Problem Management Training Course provides delegates with comprehensive knowledge and practical skills in ITIL® 4 Problem Management practices. During this ITIL Certification Training, they will learn essential concepts such as problem identification, root cause analysis, proactive prevention, and effective problem resolution techniques. They will also learn about incident impact reduction, problem logging, prioritisation, and implementing permanent fixes. This ITIL® Course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of this course.

Course Objectives:  

  • To equip participants with the knowledge and skills to effectively identify and analyse IT service problems
  • To familiarise participants with incident impact reduction techniques to minimise service disruptions
  • To enable delegates to conduct root cause analysis and implement proactive prevention strategies 
  • To enhance problem-solving skills and the ability to optimise resource utilisation
  • To align problem management with business objectives for improved organisational efficiency
  • To foster a culture of continuous improvement through the application of robust problem management strategies
  • To prepare participants for real-world scenarios by utilising practical case studies and hands-on exercises  

 

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What’s included in the ITIL® 4 Practitioner: Problem Management Training Course?

  • ITIL® 4 Practitioner: Problem Management Training Examination      
  • World-class training sessions from Experienced Instructors      
  • ITIL® 4 Practitioner: Problem Management Training Certificate       
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Problem Management Exam Information 

The ITIL® 4 Practitioner: Problem Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to problem management. This certification focuses on effectively identifying, managing, and preventing incidents to minimise business impact and improve service quality. 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Change Enablement Training Course Exam

ITIL® 4 Practitioner: Change Enablement Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice.
  • PSFs and Key Metrics of the Practice.
  • Key Terms and Concepts:
    • Change.
    • Change Model.
    • Standard Change.
    • Emergency Change.
    • Change Authority.

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes.
  • Key Activities of the Processes.
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competences of the Practice

  • Responsibilities of the Key Roles of the Practice.
    • Change Manager / Coordinator.
    • Change Authority.
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice?

  • Explain the Tools Application.
  • Apply the Recommendations on Automation.

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties.
  • How Partners and Suppliers can Support the Practice?

Module 6: How the ITIL Capability Model can be Used to Develop the Practice?

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Change Enablement Success and Supported by the ITIL Guiding Principles.

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Who should attend this ITIL® 4 Practitioner: Change Enablement Training Course?

This ITIL® 4 Practitioner: Change Enablement Training Course is designed for anyone who wants to enhance their proficiency in Change Enablement would greatly benefit from this course. However, this training will be more beneficial for:

  • Change Managers.
  • Change Coordinators.
  • Project Managers.
  • IT Managers.
  • Business Analysts.
  • Organisational Development Professionals.
  • Service Delivery Managers.

Prerequisites for ITIL® 4 Practitioner: Change Enablement Training Course

Before attending this ITIL® 4 Practitioner: Change Enablement Training Course, learners must have completed ITIL® 4 Foundation Certification Training Course.

ITIL® 4 Practitioner: Change Enablement Training Course Overview

Change Enablement involves a structured approach to managing changes within an organisation to achieve desired outcomes effectively. It is pivotal for adapting to evolving landscapes, ensuring smooth transitions, and minimising disruption during organisational changes. For organisations, this training offers the opportunity to cultivate a culture that embraces change, enhances adaptability, and increases overall productivity. By pursuing this training course, individuals will gain expertise in driving change, honing leadership skills, and becoming pivotal in organisational transformation initiatives. This training course opens doors to diverse career opportunities, including roles in change management, organisational development, and leadership positions which fosters professional growth and advancement.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: Change Enablement Training will provide delegates with a comprehensive knowledge of change enablement, encompassing the principles, processes, and strategies vital for effective change management within organisations. They will learn to navigate the complexities of change management processes, mastering the art of seamlessly integrating changes within organisational structures. Delegates will discover how information technology supports and enables change, utilising tools and automation recommendations to enhance change processes. This training will be conducted by our highly professional and skilled trainer, who has years of experience in teaching.

Course Objectives

  • To identify and describe key components within change enablement processes.
  • To integrate change enablement effectively into organisational value streams.
  • To understand roles and responsibilities crucial for successful change enablement.
  • To leverage information technology in supporting and enabling change enablement.
  • To recognise the significance of partners and suppliers in change initiatives.
  • To utilise the ITIL Capability Model for enhancing change enablement capabilities.

At the end of this training course, delegates will be able to identify, implement, and oversee change processes effectively, integrating these practices seamlessly into their organisation's operations. They will also be able to support and enhance change initiatives while fostering collaborative relationships with partners and suppliers to drive impactful transformations.

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What's included in this ITIL® 4 Practitioner: Change Enablement Training Course?

  • ITIL® 4 Practitioner: Change Enablement Examination.
  • World-Class Training Sessions from Experienced Instructors.
  • ITIL® 4 Practitioner: Change Enablement Certificate.
  • Digital Delegate Pack.

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ITIL® 4 Practitioner: Change Enablement Training Course Exam Information

The ITIL® 4 Practitioner: Change Enablement Training Course Exam assesses individuals' understanding of the ITIL® 4 frameworks. The examination is intended to assess whether an individual can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Change Enablement Practice publication.

  • Question Type: Multiple Choice
  • Total Questions: 20 
  • Total Marks: 20 Marks 
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open Book/ Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Service Request Management Exam

ITIL® 4 Practitioner: Service Request Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (Psf) Key Metrics of the Practice
  • Key Terms/Concepts
    • Service Request and Its Main Characteristics
    • Service Request Model
    • Request Catalogue

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for The Practice Success

  • Recommendations for Service Request Management Success and How they are Supported by the ITIL Guiding Principles

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Who should attend this ITIL® 4 Practitioner: Service Request Management Training Course?

This ITIL® 4 Practitioner: Service Request Management Course is suitable for a variety of IT professionals who are involved in managing, coordinating, and implementing service requests within an organisation. A few of the professions who will benefit the most with this course are:

  • IT Service Management Professionals
  • IT Support Staff
  • IT Professionals
  • IT Project Managers
  • Service Desk Analysts and Technicians
  • Service Managers and Team Leaders
  • Business Managers

Prerequisites of the ITIL® 4 Practitioner: Service Request Management Course

To attend the ITIL® 4 Practitioner: Service Request Management Course, participants must have the ITI® 4 Foundation Certification. Prior experience in IT Service Management or a related field is also beneficial.

ITIL® 4 Practitioner: Service Request Management Training Course Overview

ITIL® Service Request Management is a practice that focuses on efficiently handling and fulfilling service requests from users and customers. It ensures a structured and streamlined approach to managing the entire lifecycle of service requests, from submission to fulfilment. This ITIL Certification Training enables organisations to effectively manage and prioritise service requests, resulting in faster response time and increased customer satisfaction. It also equips individuals with a deep understanding of service request handling, including the processes, roles, and tools involved. Moreover, by pursuing this training, individuals can enhance their career prospects, pursue roles as a Service Request Manager, Incident Manager, or IT Service Desk Analyst, and contribute to the success of organisations in various industries.

During this 1-day ITIL® 4 Practitioner Service Request Management Training Course, delegates will gain comprehensive knowledge and skills to manage service requests within an organisation effectively. They will learn the main characteristics of service requests, how to model and catalogue them, and how to integrate the practice into the organisation's value streams. Furthermore, delegates will explore the roles and competencies necessary for successfully implementing and positioning the practice within the organisational structure. Our highly professional and skilled trainer will conduct this ITIL Certification Course Training, who has years of experience teaching ITIL® 4 Training Courses.

Course Objectives:

  • To enhance the capability of Service Request Management
  • To identify and address dependencies on partners and suppliers
  • To provide an understanding of ITIL® 4 Service Request Management
  • To enhance understanding of the role of information and technology
  • To effectively manage service requests within their organisations
  • To integrate Service Request Management into organisational value streams
  • To develop competencies and prioritise service requests for efficient handling

After attending this interactive ITIL Certification Training Course, delegates will be able to effectively manage service requests within their organisations by applying the principles, processes, and best practices learned. They will be able to identify dependencies among partners and suppliers and effectively manage these relationships. They will also be able to implement best practices, optimise processes, and collaborate with stakeholders to deliver efficient and high-quality service request handling.

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What’s included in this ITIL® 4 Practitioner: Service Request Management Training Course?

  • ITIL® 4 Practitioner: Service Request Management Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Practitioner: Service Request Management Certificate
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Service Request Management Exam Information 

The ITIL® 4 Practitioner: Service Request Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service request management. The exam format is as follows: 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes 
  • Open Book/Closed Book: Closed book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Deployment Management Exam

ITIL® 4 Practitioner: Deployment Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of Practice
  • PSFs and Key Metrics of the Practice
  • Key Terms
    • Environment
    • Continuous Integration
    • Continuous Delivery
    • Continuous Deployment

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams

Module 3: Roles and Competences of the Practice

  • Responsibilities of the Key Roles of the Practice
    • Deployment Manager
    • Deployment Practitioner

Module 4: Information and Technology Support and Enable the Practice

  • Tools Application
  • Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: How ITIL® Capability Model can be Used to Develop the Practice?

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Grasp ITIL® Guiding Principles Supporting Deployment Management Success

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Who should attend this ITIL® 4 Practitioner: Deployment Management Training Course?

This ITIL Certification Training in the United States is designed for IT professionals to equip them with the skills and knowledge necessary for effective deployment management in the context of IT service management. However, the training course will be more beneficial for

  • Deployment Managers
  • Release Managers
  • Change Managers
  • IT Service Transition Managers
  • Service Delivery Managers
  • IT Operations Managers
  • Quality Assurance Managers

Prerequisites of the ITIL® 4 Practitioner: Deployment Management Training Course

Before attending this ITIL® 4 Practitioner: Deployment Management Training Course, delegates in the United States must have completed the ITIL® 4 Foundation Certification Training Course.

ITIL® 4 Practitioner: Deployment Management Training Course Overview

Deployment management is a critical aspect of the ITIL® framework in the United States, focusing on the planning, coordination, and implementation of new or changed services and features. It plays a vital role in aligning IT services with organisational goals and objectives, ensuring that the implemented changes meet all the technical requirements.

Learners in this ITIL Certification Training in the United States will gain a deep understanding of deployment processes, risk management, and communication strategies essential for successful service transitions. Holding valuable insights and skills for effective and efficient deployment practices enables individuals to advance their careers in IT service management or organisations.

This 1-day ITIL® 4 Practitioner: Deployment Management Training Course in the United States provides delegates with the key concepts of deployment management practices. Delegates will learn how to integrate the practice into the organisation’s value streams. They will also learn how to position the practice in the organisational structure and how capability criteria support practice capability development.

Course Objectives

  • To acquire proficiency in coordinating service transitions effectively
  • To apply ITIL® 4 framework principles to optimise service deployment
  • To enhance problem-solving abilities in real-world deployment scenarios
  • To master risk management strategies for seamless deployment processes
  • To develop communication skills crucial for successful service implementation
  • To cultivate a strategic mindset for continuous service improvement initiatives

At the end of this training course, delegates in the United States will be able to plan and implement new or modified services and communication strategies vital for successful service transitions. They will also be able to develop strong problem-solving capabilities, ensuring effective resolution of challenges that may arise during service deployment.

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What’s included in this ITIL® 4 Practitioner: Deployment Management Training Course?

  • ITIL® 4 Practitioner: Deployment Management Training Examination    
  • World-class Training Sessions from Experienced Instructors    
  • ITIL® 4 Practitioner: Deployment Management Certificate     
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Deployment Management Exam Information

ITIL® 4 Practitioner: Deployment Management Exam is intended to determine whether the individuals can apply and comprehend the concepts covered in the ITIL® 4 Deployment Management Practice publication to a satisfactory level.

  • Type of Questions: Multiple Choice
  • Total Questions: 20
  • Number of Marks: 20 Marks
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open/Closed Book: Closed Book

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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Monitoring and Event Management Exam

ITIL® 4 Practitioner: Monitoring and Event Management Training Course Outline

How are they Supported by the ITIL® Guiding Principles?

Module 1: Key Concepts of Practice

  • Purpose of the Practice
  • Practice Success Factors and Key Metrics of the Practice
  • Key Terms
    • Event
    • Monitoring
    • Types of Monitoring
    • Metric
    • Threshold
    • Alert
    • Informational, Warning, and Exception Events

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice?

  • Tools Application
  • How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: ITIL® Capability Model Use to Develop the Practice

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for Practice Success

  • Recommendations for Monitoring and Event Management Success
  • How they are Supported by the ITIL® Guiding Principles?

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Who should attend this ITIL® 4 Practitioner: Monitoring and Event Management Training Course?

This ITIL® 4 Practitioner: Monitoring and Event Management Training Course is for anyone involved in ensuring that IT services are delivered efficiently and effectively. Whether you're new to ITIL® or looking to deepen your understanding of this practice, this course will provide a comprehensive perspective on monitoring and event management within the service management lifecycle.

A few of the professionals who will benefit from the course are:

  • IT Professionals
  • Service Management Teams
  • ITIL® Foundation Certificate Holders
  • Service Desk and Support Teams
  • IT Infrastructure Teams
  • IT Managers and Executives
  • Project and Change Managers

Prerequisites of the ITIL® 4 Practitioner: Monitoring and Event Management Training Course

To register in the ITIL® 4 Practitioner: Monitoring and Event Management Training Course, delegates should ideally have an ITIL® 4 Foundation Certification or its equivalent. A basic understanding of ITIL® principles and some familiarity with IT Service Management or Operations might also be advantageous for the coursework.

ITIL® 4 Practitioner: Monitoring and Event Management Training Course Overview

The ITIL® 4 Practitioner: Monitoring and Event Management Course provides a comprehensive introduction to monitoring and event management within the ITIL framework. This critical aspect of IT Service Management ensures proactive identification and resolution of issues, contributing to overall service reliability and efficiency.

Understanding monitoring and event management is crucial for IT professionals as it enables them to enhance service quality, minimise downtime, and meet customer expectations. This ITIL® 4 Practitioner Monitoring and Event Management Course is particularly beneficial for IT Managers, System Administrators, and support staff aiming to master these skills to optimise IT service delivery.

In this intensive 1-day ITIL® 4 Practitioner Monitoring and Event Management Course by the Knowledge Academy, delegates will gain practical insights into monitoring tools, event correlation, and response strategies. The course equips participants with the knowledge and techniques needed to identify, analyse, and respond to events in a proactive manner, fostering a resilient IT service environment.

Course Objectives

  • To develop skills for proactive event detection and incident response
  • To master the use of monitoring tools and automation recommendations
  • To learn key metrics and thresholds for effective event management
  • To identify and assign responsibilities for key roles within the practice
  • To enhance information and technology support for monitoring events
  • To foster effective collaboration with partners and suppliers for practice success

Upon completion of this ITIL® 4 Practitioner Monitoring and Event Management Course, delegates will emerge with a deep understanding of ITIL 4 monitoring and event management principles. They will be equipped with practical skills to implement proactive strategies, ensuring enhanced service reliability and customer satisfaction in their IT service delivery.

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What’s included in the ITIL® 4 Practitioner: Monitoring and Event Management Training Course?

  • ITIL® 4 Practitioner: Monitoring and Event Management Training Examination       
  • World-Class Training Sessions from Experienced Instructors      
  • ITIL® 4 Practitioner: Monitoring and Event Management Training Certificate        
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Monitoring and Event Management Exam Information 

The ITIL® 4 Practitioner: Monitoring and Event Management Exam evaluates participants' understanding of the ITIL® 4 principles and practices pertaining to monitoring and event management. The exam format is as follows: 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes 
  • Open Book/Closed Book: Closed book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Service Configuration Management Exam

ITIL® 4 Practitioner: Service Configuration Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • PSFs and Key Metrics of the Practice
  • Key Terms and Concepts
    • Configuration Item (CI)
    • Service Configuration Model
    • CI Lifecycle Model
    • Configuration Management System
    • Configuration Management Database
    • Baseline Configuration
    • Configuration Verification
    • Configuration Inventory
    • Configuration Audit

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams

Module 3: Roles and Competences of the Practice

  • Responsibilities of the Key Roles of the Practice
    • Configuration Manager
    • Configuration Coordinator
    • Configuration Librarian
    • Resource Owner/Custodian
  • Position the Practice in the Organisational Structure

Module 4: How Information and Technology Support and Enable the Practice?

  • Explain the Tools Application
  • Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • How ITIL Guiding Principles Support Successful Service Configuration Management?

 

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Who should attend this ITIL® 4 Practitioner: Service Configuration Management Certification Course?

This ITIL Certification Course is designed for everyone seeking to advance their knowledge and skills in ITIL® 4 Practitioner: Service Configuration Management. This Course is more beneficial for:

  • Configuration Managers
  • Configuration Analysts
  • Change Managers
  • Release Managers
  • Service Desk Analysts
  • IT Asset Managers
  • Security Analysts

Prerequisites for ITIL® 4 Practitioner: Service Configuration Management Training

There are no formal prerequisites for attending this ITIL® 4 Practitioner: Service Configuration Management Training Course, but having a foundational knowledge of IT service management concepts, especially those related to ITIL®, is beneficial.

ITIL® 4 Practitioner: Service Configuration Management Certification Course Overview

Service Configuration Management is the systematic process of managing and organising Configuration Items (CIs) within an IT environment. Its importance lies in ensuring the stability and reliability of IT services by maintaining accurate and up-to-date information about configuration items and their relationships. The ITIL® 4 Practitioner Service Configuration Management training offers organisations’ a structured approach to enhance service quality, reduce downtime, and improve overall efficiency through effective configuration management practices. For individuals, this training offers the expertise to excel in configuration management roles, leading to increased professional competence and career advancement.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: Service Configuration Management Training course provides delegates with a thorough understanding of IT service management. Delegates will learn to navigate key concepts such as Configuration Items (CI), service configuration models, and the CI lifecycle model. This course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of Service Configuration Management. 

Course Objectives 

  • To understand the principles of Service Configuration Management
  • To get proficiency in using Configuration Management System (CMS) tools
  • To execute configuration verification and audit processes effectively
  • To assume roles such as configuration manager or coordinator competently
  • To align technology support with Service Configuration Management
  • To integrate Service Configuration Management into organisational value streams.

At the end of this training, delegates will be able to navigate the intricacies of Service Configuration Management. They will also be able to execute essential processes like configuration verification and audits with precision.

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What’s included in this ITIL® 4 Practitioner: Service Configuration Management Training Course? 

  • ITIL® 4 Practitioner: Service Configuration Management Examination 
  • World-Class Training Sessions from Experienced Instructors 
  • ITIL® 4 Practitioner: Service Configuration Management Certificate 
  • Digital Delegate Pack 

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ITIL® 4 Practitioner: Service Configuration Management Exam Information 

The following information gives you an insight into the current structure of the ITIL® 4 Practitioner exam. 

  • Type of Questions: Multiple Choice
  • Total Questions: 20
  • Total Marks: 20 Marks
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open/Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: IT Asset Management Exam

ITIL® 4 Practitioner: IT Asset Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • PSFs and Key Metrics of the Practice
  • Key Terms/Concepts
    • IT Asset Types
    • IT Asset Register
    • IT Asset Lifecycle
    • IT Asset Lifecycle Models
    • Verification
    • Inventory
    • Discovery
    • IT Asset Audit

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?

Module 3: Roles and Competences of the Practice

  • Responsibilities of the Key Roles of the Practice
    • IT Asset Manager
    • IT Asset Custodian
    • IT Asset Analyst
    • IT Asset Register Administrator
    • License Manager
    • IT Asset Owner
    • IT Asset Consumer
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice?

  • Tools Application
  • Apply the Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: How the ITIL Capability Model Can Be Used to Develop the Practice?

  • How Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Understand ITIL Guiding Principles Supporting Successful IT Asset Management

 

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Who should attend this ITIL® 4 Practitioner: IT Asset Management Training Course?

The ITIL® 4 Practitioner: IT Asset Management Training Course is tailored for anyone seeking ITIL 4 Practitioner certification. This certification is especially advantageous for the following professionals:

  • IT Asset Managers
  • IT Service Managers
  • IT Operations Managers
  • ITIL Practitioners
  • Service Delivery Managers
  • IT Governance Professionals
  • IT Asset Analysts

Prerequisites of the ITIL® 4 Practitioner: IT Asset Management Training Course

There are no formal prerequisites for attending this ITIL® 4 Practitioner: IT Asset Management Training Course, but having a basic knowledge of ITIL concepts is beneficial.

ITIL® 4 Practitioner: IT Asset Management Training Course Overview

IT Asset Management (ITAM) involves the systematic management of an organisation's IT assets throughout their lifecycle. It is crucial for organisations to streamline processes, mitigate risks, and optimise costs. It helps in maintaining accurate inventories, ensuring compliance, and enhancing overall operational efficiency. Studying this training helps individuals to gain comprehensive insights into ITAM practices, becoming proficient in key concepts, processes, and roles. Organisations benefit by fostering a culture of accountability, reducing risks associated with non-compliance, and optimising IT spending for improved decision-making and strategic planning. This training enhances career prospects, opening avenues in IT asset management roles, compliance management, and strategic IT planning.

The Knowledge Academy’s 1-day ITIL® 4 Practitioner: IT Asset Management Training Course provides delegates with knowledge about key principles, processes, and roles essential for effective IT Asset Management (ITAM). They will learn about IT asset types, lifecycle models, and the integration of ITAM within organisational value streams. They will gain insights into managing assets from procurement to disposal. This Certification Course will be led by our highly skilled and knowledgeable trainer, who has years of experience in teaching and will help delegates get a complete understanding of asset management.

Course Objectives

  • To learn how to analyse key metrics and performance indicators in ITAM
  • To integrate ITAM processes effectively within organisational value streams
  • To understand the responsibilities and competencies of key ITAM roles
  • To apply various information and technology to support and enhance ITAM
  • To assess dependencies on third parties and optimise supplier relationships
  • To leverage the ITIL Capability Model for developing robust ITAM capabilities

At the end of this training, delegates will be able to manage IT assets throughout their lifecycle. They will possess the skills to integrate IT Asset Management (ITAM) processes seamlessly within organisational workflows, ensuring optimal utilisation and compliance.

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What’s included in this ITIL® 4 Practitioner: IT Asset Management Training Course?

  • ITIL® 4 Practitioner: IT Asset Management Training Course Exam
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Practitioner: IT Asset ManagementCertification
  • Digital Delegate Pack

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ITIL® 4 Practitioner: IT Asset Management Training Course Examination Information

The following information gives you an insight into the current structure of the ITIL® 4 Practitioner exam.

  • Type of Questions: Multiple Choice
  • Total Questions: 20
  • Number of Marks: 20 Marks
  • Pass Mark: 65%, or 13/20 Marks
  • Duration: 30 Minutes
  • Open/Closed Book: Closed Book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Service Desk Exam

ITIL® 4 Practitioner: Service Desk Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF)
  • Key Metrics of the Practice
  • Key Terms/Concepts
    • Communication Channels Characteristics
    • Omnichannel Communications
    • Service Empathy
    • Moment of Truth

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams?

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • How to Apply the Recommendations on Automation?

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers can Support the Practice?

Module 6: How the ITIL® Capability Model Can Be Used to Develop the Practice?

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Recommendations for the Service Desk Practice Success
  • How they are Supported by the ITIL® Guiding Principles?

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Who should attend this ITIL® 4 Practitioner: Service Desk Training Course?

The ITIL® 4 Practitioner: Service Desk Training Course in the United States is tailored for IT specialists overseeing the regular functioning of a service desk. The course might also benefit IT professionals who are not directly involved with the service desk tasks but need a good understanding of how it works. Some of the professionals who will benefit the most from this course are:

  • Service Desk Analysts
  • Service Desk Managers
  • Application Support Engineers
  • Service Desk Engineers
  • Network Engineers
  • Service Desk Operators
  • Service Desk Technicians
  • IT Support Managers

Prerequisites of the ITIL® 4 Practitioner: Service Desk Training Course

For the ITIL® 4 Practitioner: Service Desk Training Course in the United States, delegates typically need a foundational understanding of ITIL® concepts and may be required to hold an ITIL® 4 Foundation Certification or its equivalent prior to registration. Familiarity with service desk operations is also advantageous.

ITIL® 4 Practitioner: Service Desk Training Course Overview

ITIL® 4 Practitioner: Service Desk Training in the United States is a comprehensive course designed to enhance the skills and knowledge of professionals in the IT service management domain. In a rapidly evolving technological landscape, understanding the principles of ITIL® 4 Practitioner for the Service Desk is crucial. It equips participants with the tools to deliver effective and efficient IT services, ensuring alignment with organizational goals and enhancing service quality.

Knowing the intricacies of ITIL® 4 Practitioner is particularly important for IT professionals responsible for managing service desks. These include service desk managers, support analysts, and IT professionals involved in delivering and supporting IT services. Mastery of this subject empowers professionals to optimize service desk operations, streamline processes, and enhance customer satisfaction.

This 1-day training in the United States is tailored to provide delegates with practical insights into ITIL® 4 Practitioner for the Service Desk. The course covers essential concepts such as incident management, problem resolution, and service request fulfillment. Through hands-on exercises and real-world scenarios, participants gain the skills needed to efficiently manage service desk operations, leading to improved service delivery and customer experience.

Course Objectives

  • To comprehend the core purpose of service desk practices
  • To identify key role responsibilities within the practice
  • To recognize how to structure the practice organizationally
  • To apply tools and technology for practice enablement
  • To manage relationships with partners and suppliers efficiently
  • To use the ITIL® Capability Model for practice development

Upon completion of this course in the United States, delegates will benefit from a comprehensive understanding of ITIL® 4 Practitioner for the Service Desk, gaining practical skills to enhance their roles. They will also be better equipped to manage incidents, resolve problems, and fulfill service requests efficiently, contributing to the overall improvement of IT service delivery and customer satisfaction within their organizations.

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What’s included in the ITIL® 4 Practitioner: Service Desk Training Course?

  • ITIL® 4 Practitioner: Service Desk Training Examination     
  • World-class training sessions from Experienced Instructors     
  • ITIL® 4 Practitioner: Service Desk Certificate      
  • Digital Delegate Pack

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TIL® 4 Practitioner: Service Desk Exam Information

The ITIL® 4 Practitioner: Service Desk Exam assesses participants' understanding of the ITIL® 4 principles and practices related to service desk operations. This certification focuses on effectively managing and delivering quality support services to users and customers. The exam format is as follows: 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes 
  • Open Book/Closed Book: Closed book

Show moredown

accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

Online Self-paced (8 hours)

ITIL® 4 Practitioner: Incident Management Exam

ITIL® 4 Practitioner: Incident Management Training Course Outline

Module 1: Key Concepts of the Practice

  • Purpose of the Practice
  • Practice Success Factors (PSF) Key Metrics of the Practice
  • Key Terms/Concepts
    • Incident
    • Incident Model
    • Major Incident
    • Workaround
    • Technical Debt
    • Task Priority
    • Prioritisation

Module 2: Processes of the Practice

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation's Value Streams?

Module 3: Roles and Competencies of the Practice

  • Responsibilities of the Key Roles of the Practice
    • Incident Manager
    • Roles Involved in Incident Management
  • How to Position the Practice in the Organisational Structure?

Module 4: How Information and Technology Support and Enable the Practice

  • Tools Application
  • Recommendations on Automation

Module 5: Role of Partners and Suppliers in the Practice

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice?

Module 6: How the ITIL® Capability Model can be used to Develop the Practice?

  • How do Capability Criteria Support the Practice Capability Development?

Module 7: Recommendations for the Practice Success

  • Recommendations for the Incident Management Success
  • How they are Supported by the ITIL® Guiding Principles?

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Who should attend this ITIL® 4 Practitioner: Incident Management Training Course?

This ITIL® 4 Practitioner: Incident Management Training Course is intended for IT professionals who are involved in minimising the negative consequences of incidents by restoring normal service operation as quickly as possible. This training course is beneficial for these professionals:

  • Incident Managers
  • IT Support Staff
  • IT Service Managers
  • IT Consultants
  • Business Managers
  • IT Operations Managers
  • Change Managers
  • IT Security Professionals

Prerequisites of the ITIL® 4 Practitioner: Incident Management Training Course

To pursue this  ITIL® 4 Practitioner: Incident Management Training, delegates must have an ITI® 4 Foundation Certification. Prior experience in IT service management is also recommended.

ITIL® 4 Practitioner: Incident Management Training Course Overview

ITIL® 4 is a widely adopted framework which provides a set of best practices and guidelines to help organisations effectively design, deliver, and manage their IT services to meet business needs and achieve their goals. This ITIL® 4 Practitioner: Incident Management Certification Course equips learners with valuable skills and knowledge to effectively manage and resolve incidents, leading to enhanced career opportunities, increased job satisfaction, and the ability to contribute to the organisation's success in providing reliable IT services. It assists organisations to improve incident response time, increase customer satisfaction, enhance service quality, and improve overall IT service management. Pursuing this ITIL Certification Training also helps learners acquire the necessary skills and techniques to enhance their career opportunities and ultimately increase their earnings.

The 1-day ITIL® 4 Practitioner: Incident Management Training comprehensively covers all the essential topics, enabling delegates to understand incident management principles, processes, and best practices. Throughout the training, delegates will learn how to effectively identify, prioritise, categorise incidents, how to escalate and communicate incidents to relevant stakeholders, and more. This  ITIL Certification Course will be conducted by a highly skilled and experienced trainer who specialises in delivering such ITIL® Training.

Course Objectives:

  • To learn the processes and activities involved in incident management
  • To gain practical knowledge in incident identification and prioritisation
  • To learn effective communication techniques for incident management
  • To learn how to analyse incident data and use it for continuous improvement
  • To understand the role of incident resolution and recovery in minimising business impact

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What’s included in this ITIL® 4 Practitioner: Incident Management Training Course?

  • ITIL® 4 Practitioner: Incident Management Training Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Practitioner: Incident Management Training Certificate
  • Digital Delegate Pack

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ITIL® 4 Practitioner: Incident Management Exam Information 

The ITIL® 4 Practitioner: Incident Management Exam assesses participants' understanding of the ITIL® 4 principles and practices related to incident management. This certification focuses on effectively managing and resolving incidents to minimise business impact and ensure service continuity. The exam format is as follows: 

  • Type of Questions: Multiple Choice 
  • Total Questions: 20 
  • Number of marks: 20 Marks 
  • Pass mark: 65%, or 13/20 Marks 
  • Duration: 30 Minutes 
  • Open Book/Closed Book: Closed book

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Our ITIL® PeopleCert course is accredited by Axelos

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Online Self-paced (8 hours)

ITIL® 4 Foundation Bridge Exam

ITIL® 4 Foundation Bridge Certification Course Outline

Module 1: Introduction

  • IT Service Management in the Modern World
  • About ITIL® 4
  • Structure of ITIL® 4

Module 2: Key Concepts of Service Management

  • Organisations
  • Service Providers
  • Service Consumers
  • IT Service Management
  • Value and Value Co-Creation
  • Value: Customer, Outcomes, Costs, and Risks
  • Service Offerings
  • Service Relationships
  • Service Relationships Model

Module 3: Four Dimensions of Service Management

  • Four Dimensions Model
  • Organisation and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes

Module 4: ITIL® Service Value System (SVS)

  • Service Value System (SVS)

Module 5: Seven Guiding Principles

  • Guiding Principles
    • Focus on the value
    • Start Where You Are
    • Progress Iteratively with Feedback
    • Collaborate and Promote Visibility
    • Think and Work Holistically
    • Keep It Simple and Practical
    • Optimise and Automate
  • Interaction Between Principles

Module 6: Service Value Chain

  • Value Chain Activities
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain or Build
  • Deliver and Support

Module 7: Management Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices

Module 8: General Management Practices

  • Continual Improvement
  • Information Security Management
  • Relationship Management
  • Supplier Management

Module 9: Service Management Practices

  • Change Control
  • Incident Management
  • Define IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Configuration Management
  • Service Desk
  • Service Level Management
  • Service Request Management

Module 10: Technical Management Practices

  • Deployment Management

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Who Should Attend this ITIL® 4 Foundation Bridge Certification Course?

This ITIL Certification is designed for individuals who have already achieved the ITIL v3 Foundation certificate and wish to update their knowledge and skills to the latest ITIL 4 framework. This Course is therefore beneficial for:

  • ITIL® v3 Certified Professionals
  • IT Managers and Team Leaders
  • IT Consultants
  • IT Service Desk Staff
  • IT Professionals

Prerequisites of this ITIL® 4 Foundation Bridge Course

To pursue this ITIL® 4 Foundation Bridge Course, participants are generally required to have an ITIL® v3 Foundation Certification or equivalent. This course aims to update v3 knowledge to align with the ITIL® 4 framework.

ITIL® 4 Foundation Bridge Course Overview

This 1-day ITIL® 4 Foundation Bridge Certification Course is a shortened form of our ITIL® 4 Foundation Training and has been optimised for those who already hold an ITIL V3 Foundation Certification. Taking previous knowledge into consideration, you’ll learn the key principles and differences between ITIL V3 and ITIL 4. This ITIL® 4 Foundation Bridge Certification Course serves as a means for those who already certified in previous version of ITIL.

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What's included in this ITIL® 4 Foundation Bridge Certification?

  • ITIL® 4 Foundation Bridge Exam
  • World-Class Training from Experienced ITIL® Instructors
  • ITIL® 4 Foundation Bridge Certificate
  • Digital Delegate Pack

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ITIL® 4 Foundation Bridge Exam Information 

The ITIL® Foundation Bridge course is an accelerated training for those with prior ITIL certification, covering ITIL® 4's key features and its integration with Agile, DevOps, and Lean, preparing participants for the ITIL® 4 Foundation exam. 

  • Question Type: Multiple Choice 
  • Total Questions: 40 
  • Total Marks: 40 Marks 
  • Pass Mark: 65% or 26/40 Marks 
  • Duration: 60 minutes 
  • Open Book/ Closed Book: Closed Book

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