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 Organization?
  • How is Value Created Between Organizations?
  • Service Relationships
  • Providers and Consumers Co-Create Value
  • Stakeholder and Service Consumer Roles
  • Stakeholders
  • Service Provider Organizations
  • Service Consumer Organizations
  • 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 Organizations 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
  • Organizations and People
  • What the Dimension Includes?
  • What is Culture, and Why is it Needed?
  • What a Supportive Culture Requires?
  • What to Pay Attention to?
  • Organizational Complexities
  • Information and Technology
  • Things to Consider
  • Partners and Suppliers
  • Organizations 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
  • Optimize and Automate
  • Road to Optimization
  • 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 in the United States. 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 optimizing IT services in the United States. 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 in the United States 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 delegates in the United States with the skills needed to implement ITIL® standards effectively in their organizations.

Course Objectives

  • To introduce the core concepts and principles of the ITIL® 4 framework
  • To equip delegates 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 in the United States, delegates 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 organizations, 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 Certification?

This ITIL® 4 Specialist: Create, Deliver and Support 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 Training Course

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

ITIL ® 4 Specialist: Create, Deliver and Support Training Overview

The ITIL® 4 Specialist: Create, Deliver, and Support (CDS) module offers a deep dive into the core activities of the service management lifecycle. Emphasizing the importance of ITIL Certification in the current IT-driven business environment, this course in the United States highlights the critical role of creating, delivering, and supporting services that align with business goals, showcasing its relevance in enhancing operational efficiency and service quality.

Professionals in the United States aiming to excel in IT service management should consider mastering this subject to elevate their career prospects. The ITIL Certification is particularly vital for IT managers, service delivery professionals, and anyone involved in designing and delivering IT services. This knowledge ensures that professionals can implement and manage services that meet and exceed business expectations, becoming invaluable assets to their organizations.

The 2-day training in the United States offered by the Knowledge Academy is designed to equip delegates with the skills and knowledge required to pass the ITIL Certification exam for CDS. Beyond exam preparation, this intensive course provides practical insights and strategies to apply ITIL practices effectively in the workplace. By focusing on real-world applications, delegates will leave the training prepared to enhance service delivery and support within their organizations, leveraging their ITIL Certification to foster career growth and operational success.

Course Objectives

  • To understand the key concepts and challenges of ITIL 4's service management framework.
  • To gain insights into the effective creation, delivery, and support of IT services.
  • To develop skills in applying ITIL practices to real-world IT service management scenarios.
  • To prepare for the ITIL 4 Specialist: Create, Deliver, and Support certification exam.
  • To enhance personal capability in service management, aiming for operational excellence and service improvement.

Upon completion of the ITIL® 4 Specialist: Create, Deliver, and Support course in the United States, delegates will have a comprehensive understanding of the ITIL framework and its practical application in the IT service lifecycle. They will be equipped with the necessary skills to improve service management practices within their organizations, contributing to enhanced service delivery, customer satisfaction, and business value. This course not only prepares individuals for successful certification but also empowers them to drive significant operational improvements.

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

  • 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 Delegate 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 Behaviors 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 Optimization
  • 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
  • Organizational Improvement Cascade
  • Success Factors and KPIs
  • Leveraging SMART
  • KPIs Influence Behavior

Module 6: Measurement and the Four Dimensions

  • Measurement of Organization 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 Organizations
  • Continual Improvement Model
  • What is the Vision?
  • Visions for Planned Improvements
  • Where are we now?
  • Assessments
  • Where Do We Want to be?
  • Prioritizing 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 Organizational 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 Organizational 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 in the United States 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 organizations in the United States 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 organizational transformation, and continuously improves businesses.

This ITIL® 4 Strategist Direct, Plan and Improve Course in the United States 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 organizations with

In this 2-day ITIL® 4 Strategist: Direct, Plan and Improve DPI Certification Training in the United States, delegates will gain in-depth knowledge on how to build and run an organization 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 in the United States, delegates will be able to build and run an organization 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 utilize 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 Behavioral 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 Organization
  • 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 Analyzing Service Consumers
  • Marketing Activities and Techniques
    • Targeting Markets
    • Value Propositions
    • Marketplace and the Marketspace
    • Personalizing 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
  • Optimizing 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 Priorities 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 Centered Service Design
    • Designing Service Offerings and User Experience
    • Lean Thinking
    • Agile Product and Service Development
    • User-Centered 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 Realize and Validate Service Value?

  • Step 7: Realize
  • Realizing Service Value in Different Settings
  • Tracking, Assessing, and Evaluating Value Realization in Different Types of Service Relationships
  • Methods to Track and Monitor Service Value
    • Tracking Value Realization
    • Tracking Performance, Output, and Outcome
    • Tracking Experience and Satisfaction
    • Tracking Service Usage
    • Assessing and Reporting Value Realization
    • Evaluating Value Realization 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 in the United States is designed for anyone who wants to learn how to improve the way their organization 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 in the United States is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organization. ITIL® (Information Technology Infrastructure Library) is a globally recognized framework for IT service management that emphasizes delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals in the United States 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 in the United States, 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 delegates 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 in the United States, 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

Show moredown

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 Organization
  • 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
  • Organization and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
  • External Factors Streams and Processes

Module 5: High-Velocity IT Culture

  • Key Behavior 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 Behavior Patterns
  • Purpose
  • Ethics
  • Why Ethics is Important?
  • Education
  • Organizational 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
  • Prioritization 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 Realization 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

Show moredown

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

This ITIL® 4 Specialist: High-Velocity IT Certification Course in the United States 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 in the United States, 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 in the United States 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 in the United States provides comprehensive insights into High Velocity IT, ensuring delegates acquire the expertise needed for effective implementation. This concise yet intensive programme enhances decision-making, organizational 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 organization
  • 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 in the United States, 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 organizational 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 Organizations
  • 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 Organization
  • Digitization
  • 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
  • Organizational 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 Organization and its Environment
  • Four Dimensions and Their Influence on Digital Strategy
  • Tools for Internal Environmental Analysis
  • Interactions Between the Organization and its Environment
  • Using the Results of Environmental Analysis
  • Digital Readiness Assessment
  • Evaluating Current Organizational 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 Organizations

  • Strategic Approaches for Digital Organizations
  • Key Focus Areas for Digital Organizations
  • 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 Optimization
  • Technology Modernization
  • Sourcing Strategies
  • Workforce Strategies
  • Employee 360 Approach

Module 7: Strategy Discussion and Approval

  • Portfolio Optimization
  • An Organization'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 Program
  • Scenario 1: Building Capabilities to Become a Digital Organization
  • 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 Organizational Viability
  • VUCA
  • Digital Transformation
  • Service Economy
  • Ensuring the Viability of Digital Organizations
  • ITIL®4 DITS Assignment 4*
  • Key Behavior Patterns and Organizational 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
  • Operationalizing 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
  • Organizing 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 Organizations
  • Organizing 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 in the United States is ideal for IT professionals and leaders who are responsible for shaping and driving strategic IT and digital decisions within their organizations. 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 in in the United States and globally. ITIL directs an organization'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 in the United States is a highly specialized course that focuses on harmonizing 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 in the United States, 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 organization
  • 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 in the United States, 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 Organization

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 Organization'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 Organization's Requirements for Cloud Solutions

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

Module 6: Carry Out an Organizational 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 Organization'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 Organization'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-Utilization
  • 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
  • Unauthorized 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 Optimization 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 Organization'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 in the United States 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 in the United States 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 optimizing the utilization 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 in the United States can benefit immensely from mastering this domain. It ensures streamlined service delivery, cost optimization, enhanced scalability, and responsiveness to dynamic business needs.

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

Course Objectives

  • To understand the fundamentals of cloud service acquisition in alignment with organizational 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 optimize 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 in the United States. This certification validates their proficiency in optimizing 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 Organization

  • 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 Organization'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 Organizations' 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 Organizational Sustainability Risks

  • Sustainability Risk Assessment

Module 11: Describe the Key Organization-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 Organization

Module 17: Explain the Role of Sustainability in an Organization'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
  • Organizational Ecosystem

Module 21: Describe the Key Elements of an Organizational 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 Organization's Vision

  • Defining the Vision
  • Triple Bottom Line for Vision

Unit 5: How Organizational 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

  • Organizational 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 in the United States is ideal for anyone interested in learning how service organizations 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 in the United States focuses on integrating sustainable practices within digital and IT services, aligning with the growing emphasis on environmental responsibility in technology. It explores strategies for minimizing the environmental impact of IT operations while optimizing efficiency. In today's tech-driven landscape, sustainability in digital and IT services is paramount for responsible and ethical business practices.

Professionals in the United States 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 organizations striving to minimize their carbon footprint, comply with environmental regulations, and enhance corporate social responsibility initiatives.

This 2-day training in the United States 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 optimize 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 minimize environmental impact and reduce waste
  • To optimize resource usage in IT and digital services
  • To develop strategies for sustainable IT service management
  • To enhance corporate social responsibility through IT sustainability

Upon  completion of this course in the United States, delegates will acquire insights and methodologies to integrate sustainability into digital and IT services, enabling them to implement environmentally responsible practices within their organizations.

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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
  • Organizations 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
  • Organization 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
  • Organization 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
  • Organizations 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 in the United States 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

The ITIL® 4 Specialist: Monitor, Support, and Fulfil Training Course in the United States is an essential part of the ITIL Certification path, designed to provide IT professionals with advanced insights into the management of modern IT-enabled services. It focuses on practical approaches to monitoring and supporting service performance, a critical aspect of IT service management that aligns with the broader ITIL 4 framework's emphasis on creating value through services.

Understanding the intricacies of ITIL 4's Monitor, Support, and Fulfil model is crucial for IT managers, service operation practitioners, and IT professionals in the United States aiming to enhance service quality and efficiency. Mastering this subject is a stepping stone towards achieving ITIL Certification, enabling professionals to effectively manage risk, strengthen customer relations, and drive continuous improvement in their IT service management practices.

The Knowledge Academy's 3-day training in the United States equips delegates with the skills and knowledge necessary to achieve their ITIL Certification. It provides a comprehensive overview of the key concepts, practices, and strategies for effective monitoring, support, and fulfillment within the ITIL framework. This intensive course is designed to offer practical, real-world insights, enabling delegates to apply what they learn immediately to their professional roles, enhancing their capabilities in IT service management.

Course Objectives

  • To understand the key concepts and practices within the ITIL 4 framework for monitoring and supporting services
  • To learn how to effectively implement service management practices to fulfill customer requirements
  • To gain insights into the tools and technologies that support ITIL 4's service management processes
  • To develop skills for improving service delivery and managing service performance
  • To prepare for the ITIL Certification by mastering the Monitor, Support, and Fulfil aspects of ITIL

Upon completion of this training course in the United States, delegates will have a solid understanding of how to monitor, support, and fulfill IT services within the ITIL 4 framework. They will be equipped with the knowledge and skills needed to enhance service management practices in their organizations, leading to improved service delivery, customer satisfaction, and operational efficiency.

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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 Organization
  • Apply an Organization'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 Organization's Value Streams?
  • Relationship between ITAM and the Service Configuration Management Practice

Module 3: ITAM Roles, Skills, and Organizational 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 Organizational 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 Organization's Ecosystem

Module 6: How to Develop ITAM Organizational 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 in the United States 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

In today's rapidly evolving digital landscape, understanding the principles of IT asset management is crucial. The ITIL® 4 Specialist: IT Asset Management Training Course in the United States serves as a comprehensive introduction to managing IT assets effectively, emphasizing the role of ITIL Certification in optimizing IT services. This course is essential for professionals seeking to ensure their IT operations are both cost-effective and efficient, highlighting the relevance of IT asset management in modern business environments.

The importance of mastering IT asset management cannot be overstated for IT professionals in the United States, asset managers, and business leaders aiming to reduce risks and costs while improving their service delivery. Achieving an ITIL Certification in this area equips individuals with the knowledge to implement best practices in IT asset management, making it invaluable for those looking to enhance their career prospects and organizational impact.

The Knowledge Academy's 3-day training in the United States is meticulously designed to offer delegates an in-depth understanding of IT asset management within the ITIL framework. By obtaining this ITIL Certification, delegates will learn to manage and optimize their IT assets more effectively, leading to improved IT service management, reduced operational costs, and enhanced organizational efficiency. This course is an excellent opportunity for professionals to gain a competitive edge in the field of IT asset management.

Course Objectives

  • To understand the key concepts and importance of IT asset management within the ITIL framework
  • To identify and apply the best practices in managing IT assets effectively
  • To prepare delegates for successful ITIL Certification in IT asset management
  • To enhance decision-making capabilities regarding IT asset investments and lifecycle management
  • To develop strategies for optimizing IT asset utilization and reducing costs

Upon completion of this intensive 1-day course in the United States, delegates will have gained a comprehensive understanding of IT asset management aligned with the ITIL 4 framework. They will be equipped with the skills and knowledge necessary to navigate the complexities of IT assets, implement strategic management practices, and make informed decisions that contribute to the overall efficiency and cost-effectiveness of their IT operations.

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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

Show moredown

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 Organization'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 Organizational 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 Organization'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 Organizational 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
  • Are Recommendations 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 Organization'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 Organizational 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 Are These Recommendations 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 Organization's Value Streams
  • Roles and Competences of the Practice
  • Responsibilities of the Key Roles of the Practice:
  • Release Manager
  • Position the Practice in the Organizational 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 Are These Recommendations 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 Organization'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 Organizational 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 Are These Recommendations 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 in the United States 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

The ITIL® 4 Specialist: Plan, Implement, and Control Training Course in the United States is an essential component of the ITIL Certification pathway, focusing on the practical and strategic elements of IT service management. As organizations increasingly rely on efficient IT services to meet their goals, understanding the ITIL framework's latest updates is crucial for staying competitive. This course offers an in-depth exploration of planning, implementing, and controlling phases within the ITIL service value system, highlighting their importance in aligning IT services with business needs.

Professionals aiming for ITIL Certification in the United States, particularly those in IT management, project management, and service delivery roles, will find this course invaluable. Mastery of the subject ensures that these professionals can lead and manage effective IT service transformation initiatives. It is especially beneficial for those seeking to enhance their strategic decision-making skills, streamline operations, and improve overall service management practices within their organizations.

The 3-day training in the United States provided by the Knowledge Academy is meticulously designed to equip delegates with the knowledge and skills required to excel in the ITIL 4 Specialist: Plan, Implement, and Control module. Through expert-led sessions, practical exercises, and comprehensive study materials, delegates will gain a thorough understanding of the ITIL 4 framework and its application. This training not only prepares individuals for successful ITIL Certification but also empowers them to make significant contributions to their organizations' IT service management strategies.

Course Objectives

  • To understand the core concepts and practices of ITIL 4's plan, implement, and control model
  • To gain insights into effective IT service management strategies and how they align with business objectives
  • To develop skills in planning and managing change within IT service operations effectively
  • To learn how to implement new services and control service quality and improvement processes
  • To prepare delegates for the ITIL 4 Specialist: Plan, Implement, and Control examination

Upon completion of this course in the United States, delegates will have a robust understanding of the ITIL 4 framework and its practical application in planning, implementing, and controlling IT services. They will be equipped with the necessary skills to drive efficiency and effectiveness in IT service management, contributing to their organization's success and preparing for the ITIL Certification.

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

  • ITIL® 4 Specialist: Plan, Implement and Control Training Course Exam
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Plan, Implement and Control 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 Organization'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 Organizational 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 Organizational 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 Organization?

  • 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 in the United States is suitable for IT professionals who are involved in establishing and managing the relationships between service providers and consumer organizations, 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

The ITIL® 4 Specialist: Business Relationship Management Training Course in the United States introduces a pivotal framework for enhancing and managing business relationships in the IT service management sector. As businesses increasingly rely on IT to deliver value and drive strategic outcomes, mastering this aspect of ITIL Certification becomes crucial for aligning IT services with business needs. This introductory module emphasizes the significance of robust relationship management within ITIL's comprehensive approach to service management, highlighting its relevance in today's fast-paced digital environment.

Understanding the principles of business relationship management is vital for IT professionals in the United States, project managers, and business leaders aiming to foster stronger bonds between IT services and business objectives. Professionals seeking to enhance their ITIL Certification credentials should consider this specialization to improve their strategic value within organizations. By mastering this subject, individuals can facilitate better communication, align IT services with business goals, and ensure that IT investments are closely tied to business outcomes, making it an indispensable skill set in the modern workplace.

The ITIL® 4 Specialist: Business Relationship Management Training Course in the United States offered by the Knowledge Academy is an intensive 1-day program designed to equip delegates with the knowledge and skills needed to excel in this area. Through expert instruction, practical exercises, and real-world case studies, delegates will learn how to manage business relationships effectively, align IT services with business needs, and drive value through ITIL Certification.

Course Objectives

  • To understand the ITIL 4 framework and its application in business relationship management
  • To develop skills for effectively managing and improving business relationships within the IT service management context
  • To learn strategies for aligning IT services with business goals and objectives
  • To acquire techniques for driving value through improved service delivery and customer satisfaction
  • To prepare for the ITIL® 4 Specialist: Business Relationship Management certification exam

Upon completion of this course in the United States, delegates will have gained a comprehensive understanding of how to enhance and sustain business relationships through effective IT service management. They will be equipped with the necessary tools and techniques to align IT services with business needs, ensuring that IT operations contribute significantly to achieving strategic objectives and enhancing overall business value.

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

  • ITIL® 4 Specialist: Business Relationship Management Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Specialist: Business Relationship Management 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 in the United States 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:

  • 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 (RCA) is a systematic approach employed to identify the underlying causes of problems or incidents to prevent their recurrence. In today's complex working environments, especially within IT and service management in the United States, understanding the root causes of issues is crucial for continuous improvement. This approach is not only essential for problem-solving but also aligns with methodologies promoted by ITIL Certification, highlighting its relevance across various professional fields.

Professionals in the United States aiming to excel in roles that require meticulous problem-solving and continuous process improvement should consider mastering Root Cause Analysis. Particularly, individuals holding or pursuing ITIL Certification find RCA skills invaluable. This knowledge is critical for IT service managers, quality assurance specialists, project managers, and anyone involved in the operational excellence and service improvement processes. RCA equips professionals with the analytical skills necessary to lead their organizations toward fewer failures and enhanced service quality.

The 1-day Root Cause Analysis Course in the United States offered by The Knowledge Academy is designed to empower delegates with the skills needed to conduct effective RCA within their organizations. This training delves into the methodologies and tools essential for uncovering the root causes of issues framed within the context of ITIL Certification principles. By integrating RCA skills with ITIL Certification insights, delegates will leave the course equipped to drive significant improvements in service management and operational efficiency, laying a foundation for excellence in their professional roles.

Course Objectives

  • To understand the principles and methodologies of Root Cause Analysis within the framework of ITIL Certification
  • To identify and apply the appropriate tools and techniques for conducting effective RCA
  • To enhance problem-solving and analytical skills in service management environments
  • To learn how to prevent recurrent problems and improve service quality
  • To integrate RCA findings with ITIL practices to support continuous improvement initiatives

Upon completion of this course in the United States, delegates will have acquired the knowledge and skills to conduct root cause analysis effectively in their organizations. They will be able to apply these insights to prevent the recurrence of problems, leading to improved operational efficiency and service quality.

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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 Organizations
  • 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
  • Harmonizing 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 in the United States is designed to provide delegates with advanced skills and knowledge to manage Information Technology (IT) services effectively and efficiently within an organization. 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

The realm of IT Service Management is increasingly becoming vital for organizations seeking operational excellence and enhanced service delivery. At the heart of this domain is ITIL Certification, a globally recognized credential that validates an individual's ability to manage IT services effectively. As businesses in the United States continue to rely heavily on technology, understanding the principles and frameworks within ITIL is not just beneficial; it's essential for staying competitive and meeting the evolving needs of customers.

For IT professionals in the United States aiming to excel in their careers, ITIL Certification is not just an asset; it's a necessity. This certification is particularly crucial for those involved in IT service management, project management, and service operation. By mastering the ITIL framework, professionals can ensure that they are equipped to improve service management practices within their organizations, leading to increased efficiency, reduced costs, and enhanced service quality.

The Knowledge Academy's 2-day Certified IT Service Manager (CITSM) course in the United States is meticulously designed to provide delegates with a comprehensive understanding of the ITIL framework and its application in the real world. This training empowers delegates with the knowledge and skills required to pass the ITIL Certification exam successfully. Through expert-led sessions, practical exercises, and in-depth discussions, delegates will emerge as proficient IT Service Managers, ready to implement ITIL principles to drive significant improvements in their organizations.

Course Objectives

  • To understand the core principles of ITIL and its application in IT service management.
  • To prepare delegates thoroughly for the ITIL Certification exam.
  • To enhance the ability of professionals to manage and improve IT services within their organizations.
  • To provide insights into efficient and effective IT service design and implementation.
  • To equip delegates with the skills necessary to drive continuous improvement in IT service management processes.

Upon completion of this course in the United States, delegates will have gained a comprehensive understanding of ITIL frameworks and principles, preparing them for the ITIL Certification exam. They will possess the skills and knowledge required to implement effective IT service management strategies, thereby contributing to the operational excellence and competitive advantage of their organizations.

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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 in the United States 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

The ITIL® 4 Practitioner: Release Management Training Course in the United States presents a focused opportunity for IT professionals to delve into the critical aspects of IT service management, specifically within release management. This course, grounded in the ITIL framework, is designed to enhance the efficiency and reliability of service deployments, making it a cornerstone for modern IT operations. Its relevance extends across industries, aiming to standardize practices and methodologies for successful service rollouts.

Understanding release management principles is pivotal for IT professionals responsible for maintaining IT services' stability while implementing new features or updates. This course in the United States particularly benefits project managers, IT service managers, and operations staff aiming to achieve ITIL Certification. It equips these professionals with the necessary skills to manage service releases effectively, ensuring minimal disruption and maximum value to the business.

The 1-day training in the United States offered by the Knowledge Academy is meticulously structured to provide delegates with a comprehensive understanding of ITIL 4's release management practices. Delegates will gain hands-on experience, learning to apply ITIL principles to real-world scenarios, thus preparing them for successful ITIL Certification. This course not only enhances their professional skill set but also significantly boosts their career prospects in the rapidly evolving IT landscape.

Course Objectives

  • To understand the ITIL 4 framework and its application in release management
  • To identify and implement effective release management strategies
  • To enhance skills in managing risks associated with service releases
  • To improve coordination among IT service management processes
  • To prepare delegates for successful ITIL Certification in release management

Upon completion of the ITIL® 4 Practitioner: Release Management Training Course in the United States, delegates will have acquired a solid foundation in the principles and practices of release management within the ITIL framework. This knowledge will empower them to manage and implement efficient, effective release processes that align with organizational goals, significantly contributing to their professional growth and the success of their IT projects.

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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 Organization’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 Organizational 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 in the United States 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. Professionals who will benefit from this course include:

  • 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

In the realm of IT service management, the ITIL Certification stands as a beacon of excellence, guiding professionals in the United States through best practices in aligning IT services with business needs. The "ITIL® 4 Practitioner: Problem Management Training Course" delves into the specialized area of Problem Management, an essential component of the ITIL framework. Understanding and mastering Problem Management within the ITIL framework is crucial for IT professionals in the United States aiming to enhance service reliability and quality. This course is particularly relevant for IT managers, support staff, and service practitioners who are involved in or responsible for problem management.

This 1-day ITIL® 4 Practitioner: Problem Management Training covers a wide range of topics, including problem identification, classification, investigation, and resolution. Participants will learn how to establish effective problem management processes, analyze data to identify trends and patterns, and implement preventive measures to address underlying issues

Course Objectives

  • To understand the principles and processes involved in ITIL Problem Management
  • To develop skills in identifying, analyzing, and managing IT service problems
  • To prepare delegates for the ITIL Certification in Problem Management
  • To enhance the ability to minimize service disruptions and improve service quality
  • To learn best practices in implementing effective problem management strategies within an organization

Upon completing the ITIL® 4 Practitioner: Problem Management Training Course in the United States, delegates will have a comprehensive understanding of how to manage and resolve service-related problems effectively. They will be equipped with the skills and knowledge necessary to implement ITIL Problem Management practices, aiming to improve IT service reliability and performance, ultimately contributing to enhanced business outcomes.

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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 Practice in the Organization's Value Streams?

Module 3: Roles and Competences of the Practice

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

Module 4: How Information and Technology Support and Enable 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 in the United States 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.
  • Organizational 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

In the fast-paced world of Information Technology, efficiently managing and implementing change is crucial for organizations in the United States aiming to maintain competitiveness and adaptability. The ITIL® 4 Practitioner: Change Enablement Training Course focuses on equipping professionals with the knowledge and skills necessary to drive effective change within IT service management frameworks. This course, rooted in the principles of ITIL Certification, addresses the dynamics of change within IT environments, emphasizing the significance of structured change enablement processes.

Understanding the intricacies of change management is essential for IT professionals in the United States, project managers, and leaders who seek to minimize disruptions and enhance service delivery. Mastery in this subject, underpinned by an ITIL Certification, enables professionals to ensure that change initiatives align with strategic business goals, improving service outcomes and customer satisfaction. It is particularly vital for those responsible for managing transitions, deploying new services, or undergoing digital transformation efforts to pursue this knowledge actively.

The 1-day ITIL® 4 Practitioner: Change Enablement Training Course in the United States by The Knowledge Academy is designed to provide delegates with a comprehensive understanding of change management principles within the ITIL framework. Delegates will learn to apply practical skills to manage change effectively, ensuring that IT services remain resilient and responsive to business needs.

Course Objectives

  • To understand the ITIL® 4 framework and its application to change enablement.
  • To learn how to manage risks and foster an effective change-driven culture within an IT environment.
  • To develop skills in planning, implementing, and monitoring change to ensure it aligns with strategic objectives.
  • To gain insights into the tools and techniques for effective stakeholder communication and engagement during change.
  • To prepare for the ITIL Certification exam focusing on change enablement within IT service management.

Upon completion of this course in the United States, delegates will have a solid understanding of the change enablement process within the ITIL® 4 framework. They will be equipped with the necessary tools and techniques to drive successful change initiatives, mitigate risks, and enhance the overall service management practices of their organization.

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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

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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: 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 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 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 in the United States is suitable for a variety of IT professionals who are involved in managing, coordinating, and implementing service requests within an organization. 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

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

To attend the ITIL® 4 Practitioner: Service Request Management Course, delegates 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

The ITIL® 4 Practitioner: Service Request Management Training Course in the United States offers a comprehensive dive into the intricacies of managing service requests, a cornerstone in the ITIL (Information Technology Infrastructure Library) framework. This course is pivotal for IT professionals aiming to enhance their service management skills, ensuring they can efficiently handle requests that contribute to improved business operations and customer satisfaction.

Understanding and efficiently managing service requests is crucial for IT professionals in the United States who strive to ensure seamless business operations. The course is particularly beneficial for IT service managers, support staff, and ITIL Certification aspirants. These professionals are tasked with the critical role of aligning IT services with business needs, making the mastery of service request management an indispensable skill. By attaining ITIL Certification, individuals can demonstrate their expertise in adopting and adapting ITIL practices for service improvement.

The Knowledge Academy's 1-day ITIL® 4 Practitioner: Service Request Management Training Course in the United States is designed to equip delegates with the necessary tools and knowledge to excel in service request management. Through practical exercises and expert-led sessions, delegates will gain a deep understanding of ITIL principles, focusing on how to efficiently manage and fulfill service requests.

Course Objectives

  • To understand the key concepts and importance of service request management in the ITIL framework.
  • To learn the processes and best practices for efficiently managing service requests.
  • To enhance skills in aligning IT services with business needs through effective service request handling.
  • To prepare for ITIL Certification with a focus on service request management.
  • To apply the principles learned in real-world scenarios to improve service delivery and customer satisfaction.

Upon completion of the ITIL® 4 Practitioner: Service Request Management Training Course in the United States,delegates will possess a robust understanding of service request management within the ITIL framework. They will be equipped with the skills necessary to implement best practices, improve service delivery, and achieve higher customer satisfaction.

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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 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, focusing on the planning, coordination, and implementation of new or changed services and features. It plays a vital role in aligning IT services in the United States with organizational 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 organizations.

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 organization's value streams. They will also learn how to position the practice in the organizational structure and how capability criteria support practice capability development. Our highly skilled and professional instructor, who has years of experience in teaching ITIL® courses, will conduct this training course effectively.

Course Objectives

  • To acquire proficiency in coordinating service transitions effectively
  • To apply ITIL® 4 framework principles to optimize 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 in the United States, delegates 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

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 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 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 in the United States 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. 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 in the United States 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 in the United States as it enables them to enhance service quality, minimize 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 optimize IT service delivery.

In this intensive 1-day ITIL® 4 Practitioner Monitoring and Event Management Course in the United States by the Knowledge Academy, delegates will gain practical insights into monitoring tools, event correlation, and response strategies. The course equips delegates with the knowledge and techniques needed to identify, analyze, 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 in the United States, 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 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

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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: 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 Organization'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 Organizational 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 in the United States 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

The ITIL® 4 Practitioner: Service Configuration Management Certification Course in the United States is an essential step for IT professionals aiming to excel in the ever-evolving field of IT service management. This course, grounded in the globally recognized ITIL framework, equips delegates with the knowledge and skills necessary to manage service configuration effectively, a critical component for ensuring the reliability and efficiency of IT services.

Understanding the principles of service configuration management is crucial for IT managers, systems administrators, and IT professionals in the United States responsible for maintaining service integrity and continuity. Mastering this subject through the "ITIL Certification" ensures that professionals can implement and manage service configurations that support business objectives and operational requirements.

The ITIL® 4 Practitioner: Service Configuration Management Certification Course in the United States offered by The Knowledge Academy is designed as a comprehensive 1-day training session that provides delegates with a deep dive into the best practices of service configuration management. This course not only prepares individuals for the ITIL Certification but also empowers them with practical skills to apply ITIL frameworks effectively within their organizations.

Course Objectives

  • To understand the key concepts and importance of service configuration management in the ITIL framework.
  • To learn how to implement and manage effective service configuration processes.
  • To prepare delegates for the ITIL Certification in Service Configuration Management.
  • To enhance skills in analyzing and improving service configuration to support business outcomes.
  • To apply practical examples and case studies to real-world scenarios for better comprehension.

Upon completion of this course in the United States, delegates will possess a thorough understanding of service configuration management principles as per the ITIL framework. They will be equipped with the skills necessary to implement these practices effectively within their organizations, ensuring IT services are managed with precision and efficiency.

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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

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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: 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 Organization’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 Organizational 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 in the United States 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

In today's digital landscape, the importance of robust IT Asset Management (ITAM) practices cannot be overstated. With IT environments in the United States becoming increasingly complex and dynamic, the ability to effectively manage IT assets is crucial for organizations aiming to optimize costs, mitigate risks, and support strategic decision-making.

Understanding IT Asset Management is essential for IT professionals in the United States who are involved in the planning, deployment, management, and optimization of IT assets. This includes IT managers, system administrators, and IT operations professionals. Mastering ITAM is crucial for ensuring that IT assets contribute effectively to business value.

The ITIL® 4 Practitioner: IT Asset Management Training Course in the United States provided by The Knowledge Academy is a 1-day comprehensive training designed to equip delegates with the necessary knowledge and skills to implement ITAM practices effectively within their organizations. This course delves into key aspects of IT asset management aligned with the ITIL® 4 framework, preparing delegates for successful ITIL Certification.

Course Objectives

  • To understand the key principles and terminology of IT Asset Management within the ITIL® framework.
  • To identify the lifecycle of IT assets and the role of ITAM in enhancing organizational value.
  • To learn the best practices for implementing ITAM processes and policies effectively.
  • To prepare for the ITIL Certification exam with focused, actionable insights.
  • To apply ITAM strategies to real-world scenarios, optimizing asset utilization and cost-efficiency.

Upon completion of the ITIL® 4 Practitioner: IT Asset Management Training Course in the United States, delegates will have gained a thorough understanding of how to manage and optimize IT assets effectively. They will be equipped with the knowledge and skills necessary to implement ITAM best practices within their organizations, contributing to improved IT service management, reduced costs, and enhanced operational efficiency.

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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 Management Certification
  • 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 Statesis 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 delegates 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 in the United States 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, delegates 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
  • Prioritization

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
  • Incident Manager
  • Roles Involved in Incident Management
  • How to Position the Practice in the Organizational 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 in the United States is intended for IT professionals who are involved in minimizing 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

The ITIL® 4 Practitioner: Incident Management Training Course in the United States introduces delegates to the comprehensive framework for managing IT services, emphasizing the latest iteration of ITIL practices. ITIL Certification is central to understanding this approach, offering a structured and flexible framework for tackling IT service management challenges.

Understanding ITIL principles and earning an ITIL Certification is imperative for IT professionals in the United States aiming to enhance their service management skills. Particularly, those involved in incident management, IT support, and service operations will find this knowledge indispensable. The course is tailored for IT managers, support teams, and service practitioners who seek to improve service quality and operational efficiency within their organizations.

The 1-day training in the United States provided by the Knowledge Academy is designed to equip delegates with practical skills and insights needed for effective incident management within the ITIL framework. Delegates will delve into real-world scenarios, learning to apply ITIL 4 principles to manage and resolve incidents rapidly and efficiently.

Course Objectives

  • To understand the ITIL 4 framework and its application in incident management.
  • To develop skills necessary for effectively managing and resolving incidents.
  • To enhance decision-making capabilities in IT service management.
  • To prepare delegates for the ITIL Certification in incident management.
  • To apply best practices for improving IT service quality and efficiency.

Upon completion of the ITIL® 4 Practitioner: Incident Management Training Course in the United States, delegates will have acquired a robust understanding of ITIL 4 principles, particularly in incident management. They will be equipped with practical skills and knowledge to manage IT services more efficiently, reduce downtime, and improve overall service quality.

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

  • ITIL® 4 Practitioner: Incident Management Examination
  • World-Class Training Sessions from Experienced Instructors
  • ITIL® 4 Practitioner: Incident Management 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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accredited by

Our ITIL® PeopleCert course is accredited by Axelos

Online Instructor-led (1 days)

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

  • Organizations
  • 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
  • Organization 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
  • Optimize 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 in the United States 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, delegates 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

The ITIL® 4 Foundation Bridge Course in the United States serves as a pivotal gateway for professionals aiming to update their knowledge in the evolving field of IT service management. This introduction highlights the course's relevance in aligning IT services with the needs of businesses, emphasizing its importance in the current digital era.

Understanding the principles of ITIL® 4 is crucial for IT professionals in the United States, project managers, and anyone involved in the service management sector. This knowledge is indispensable for those striving to enhance their operational efficiency and service quality. The "ITIL Certification" acts as a benchmark of expertise, signaling a profound understanding of the core concepts and practices within ITIL 4.

The 1-day training in the United States offered by The Knowledge Academy is meticulously designed to fast-track delegates' understanding of ITIL® 4, enabling them to apply its practices effectively within their organizations. This course is an excellent opportunity for those holding previous "ITIL Certification" to transition seamlessly to the ITIL® 4 framework.

Course Objectives

  • To introduce the latest ITIL® 4 framework and its evolution from ITIL® V3.
  • To understand the key concepts, terminologies, and practices within ITIL® 4.
  • To bridge the gap for professionals transitioning from ITIL® V3 to ITIL® 4.
  • To prepare delegates for the ITIL® 4 Foundation certification exam.
  • To enhance organizational efficiency and service delivery through ITIL® 4 practices.

Upon completion of the ITIL® 4 Foundation Bridge Course in the United States, delegates will be well-prepared to take the ITIL® 4 Foundation certification exam, with a deep understanding of how ITIL® 4 can be leveraged to drive business value.

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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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Not sure which course to choose?

Speak to a training expert for advice if you are unsure of what course is right for you. Give us a call on +1 7204454674 or Inquire.

Package deals for ITIL® Certification Training

Our training experts have compiled a range of course packages on a variety of categories in ITIL® Certification Training, to boost your career. The packages consist of the best possible qualifications with ITIL® Certification Training, and allows you to purchase multiple courses at a discounted rate.

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ITIL® Certification Training FAQs

ITIL stands for Information Technology Infrastructure Library. It is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
An ITIL Certification is a globally recognized credential that validates an individual's understanding and application of the ITIL framework, focusing on improving IT service management and aligning IT services with business needs.
ITIL Training is highly valuable, offering a competitive edge by demonstrating expertise in IT service management, improving job prospects, enhancing operational efficiency, and enabling professionals to align IT services with business needs effectively.
No, the ITIL® Foundation exam does not require prerequisites. However, for higher-level ITIL® certifications, passing the Foundation exam is necessary before advancing to further specialized or advanced levels of ITIL® certification.
ITIL Certification Courses are ideal for IT professionals, project managers, IT service managers, support staff, and anyone involved in the delivery or management of IT services and processes within an organization.
ITIL Training aims to equip individuals with a comprehensive understanding of IT service management best practices, enhance service delivery, increase efficiency, and prepare them for successful ITIL certification exams.
ITIL Training offers enhanced IT service management skills, improved job prospects, higher efficiency in processes, a common language for IT practices, and the ability to align IT services with business needs.
To become certified in ITIL, attend an accredited training course, complete the training, and then pass the ITIL Foundation exam. Continuous learning and exams are required for higher-level certifications.
An ITIL Courses enhances career prospects by validating expertise in IT service management, while businesses benefit from improved efficiency, service delivery, and alignment between IT operations and strategic business objectives.
Please contact our customer support team to resolve any issue related to your course.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking ITIL 4 Certification.
The Knowledge Academy is the Leading global training provider for ITIL® Certification Training.
The training fees for ITIL® Certification Training in the United States starts from $1995.
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