The ITIL 4 Managing Professional certification path is focused on how to run successful IT enabled services, teams and workflows.  It was created to help IT Practitioners who work in technology and support digital teams across the business.  The path consists of 4 courses, and we are often asked the best order to take the courses so here is some great input by course author Dr. Suzanne Van Hove.  We hope you find this helpful and look forward to hearing from you.

1. ITIL 4 Strategist:  Direct, Plan and Improve (DPI) – DPI is a great starting point because it starts you, as the provider, on the strategic thinking/governance piece.
2. ITIL 4 Strategist:  Drive Stakeholder Value (DSV) – DSV then focusses on the customer journey – understanding what the customer wants/needs and addressing those requirements.
3. ITIL 4 Strategist:  Create, Deliver & Support (CDS) – CDS then looks at the processes to create, deliver and support the service.
4. ITIL 4 Strategist:  High Velocity IT (HVIT) – HVIT focusses on how disrupting technologies can be exploited/included in your design.

In my mind, HVIT should be taken last if only due to the heavy focus on technology.  When designing a service, the focus should be on meeting the needs of the consumer and provider. If you already have a great customer focus, then you can jump into HVIT.  Just remember it is the hardest and most intense of the four Managing Professional courses with much memorization of tables included.

~Dr. Suzanne Van Hove

Have you ever noticed that the better your Service Desk gets, the more it gets taken for granted?

You’ve risen to every challenge – solved more incidents faster than ever, improved service uptime, built an amazing self-service portal, and you’re even managing service requests and changes – But somehow, you’re being excluded from key decisions and initiatives.

Service Desks who only focus on providing technical support and “break/fix” services, will quickly find their role limited to supporting back-office systems – with little perceived value to the front-line business of their organization.

Engaging with other teams is difficult unless they’re actually resolving an incident. It seems like the better we get at providing support, the more we are put into that box:  “Oh those are the tech support people – we only talk to them when something goes wrong”.

Yet, for many organizations, the Service Desk is the most critical interface between IT and other business units.  The more we understand about how the business works, the more we can provide proactive, business-focused services that increase the importance and role of the Service Desk.

We know that the business is being transformed by Digital Technology, but how do we become part of that journey?  And how do we change our role to stay relevant and valued?

The PeopleCert Accredited ITIL 4 Practitioner: Service Desk Practice Course helps practitioners and managers to explore how to make and keep their organization’s Service Desk relevant and valuable throughout an organization’s digital journey.

In the PeopleCert Accredited ITIL 4 Practitioner: Service Desk Practice Course you will learn how to:

• Define the scope of the Service Desk to meet changing business needs
• Integrate your Service Desk into your organization’s value streams
• Coordinate different types of activity, from incident handling to managing service requests and changes
• Communicate the proactive role of the Service Desk as part of business initiatives and decisions

Click Here to learn more about the course.

Click Here to save $100 on the PeopleCert Accredited ITIL 4 Practitioner:  Service Desk course and exam package (List Price $599/Your Price $499).

Have a group to train?  Contact Us for Group Discounts.