ITIL 4 Unlimited

Module 00: Course Introduction: ITIL® 4 Foundation

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01: Exam Tips

• Understanding the Exam Process
• Exam Questions and Grading
• Taking the Exam
• Using the Practice Exams

Module 02:  High-Level Service Management & Key Elements of ITIL 4

• Where are Services and Service Management Today?
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 03: ITIL 4 Key Concepts

• 15 Terms
• Practical Application
• Axel Car Hire

Module 04: Service - Definition & Keys Features

• What is a Service?
• Service Provision
• Service Offering
• Service Relationship Management
• Organizational Service Management

Module 05: Service Offerings & Relationship 

• Goods
• Provisioning
• Consumption

Module 06: Putting it All Together 

• Example

Module 07: The Service Relationship Model

Module 08: Axel Car Hire Example

• Value
• Value Co-Creation
• Utility
• Warranty
• Cost
• Outcome
• Output
• Risk

Module 09: Critically of Value

• Utility 
• Warranty

Module 10: The Dimensions of Service Management

• Overview of the Four Dimensions
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes
• Organization & People
  • Culture

Module 11: Key Features of Information & Technology 

• The Changing Role of Technology
• The Value of Technology
• The Importance of Data 

Module 12: Partners & Suppliers

• Making it All Work
• Partners & Suppliers
• Contracts and Agreements

Module 13: Value Streams and Processes 

• The Service Value System
• The Service Value Chain
• Value Streams
• Processes

Module 14: Introduction to ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: Service Value System Components

• Governance
• Practices
• Service Value Chain
• The Impact of a Poor SVS

Module 16: Overview of ITIL’s Service Value Chain (SVS)

• Value Chain Activities
• What’s included, What’s not
• Triggers
• Service value Streams
• Key Exam Tip

Module 17: Service Value Chain – Plan

• The Purpose
• What’s Included

Module 18: Service Value Chain – Improve

• The Purpose
• What’s Included

Module 19: Service Value Chain – Engage

• The Purpose
• What’s Included

Module 20: Service Value Chain – Design & Transition

Module 21: Service Value Chain – Obtain/Build & Deliver & Support

• The Purpose
• What’s Included

Module 22: ITIL’s 7 Guiding Principles

• What They Do
• How They Help
• What They Are
• Exam Tip
• Focus on Value

Module 23: Start Where You Are

• Definition
• How it Works

Module 24: Progress Iteratively with Feedback

• Definition
• Application
• Collaborate & Promote Visibility
  • Definition
  • Application
  • Agile, Lean & DevOps

Module 25: Think and Work Holistically

• Definition
• Implications
• Keep it Simple and Practical
  • Why Simple is Important
  • Practical Solutions

Module 26: Optimize & Automate

• Technology VS. Human Oversight
• Benefits of Automation

Module 27: Introduction to Key ITIL Practices

• Introduce the Concept of a “Practice”
• Introduce the Three Groups of ITIL Practices
  • General Management
  • Service Management
  • Technical Management

Module 28: General Management Practices

• Purpose Statements
• Information Security Management
• Relationship Management
• Supplier Management

Module 29: Continual Improvement

• The Purpose
• The Scope
• Key Activities
• Methods and Models
• Approaches – Lean, Agile, DevOps

Module 30: The Continual Improvement Model

• What Does it Say?
• How it Works

Module 31: Continual Improvement & Guiding Principles

• The Details
• Collaborate & Promote Visibility

Module 32: Service Management Practices (SMP)

• Discuss the Purpose of:
  • IT Asset Management
  • Monitoring and Event Management
  • Release Management
  • Service Configuration Management

Module 33: Service Management Practices - Change Enablement

• The Definition
• The Importance of Change Enablement
• Emergency Change

Module 34: Service Management Practices - Incident Management

• The Definition
• The Purpose
• The Process

Module 35: Service Management Practices - Problem Management

• The Purpose
• The Definition
• Phases

Module 36: Service Management Practices - Service Requests Management

• The Definition
• The Purpose
• Types of Requests
• Guidelines

Module 37:  Service Management Practices - The Service Desk

• The Purpose
• The Function
• Practical Application

Module 38: Service Level Management (SLM)

• The Purpose
• The Definition
• Skills and Competencies

Module 39: Information Analysis for Service Level Management

• The Process
• Information Sources

Module 40: Technical Management Practices

• Discuss the Purpose of:
  • Deployment Management
• Review the Discussed ITIL Practices

Module 41: Conclusion

• Review Exam Content
• Final Thoughts on Taking the Exam
   

There are no prerequisites to take the ITIL 4 Foundation Course.

Module 00:  Course Introduction: ITIL® 4 Foundation 

• The Nature of the Class
• Agenda
• AXELOS ITIL 4 Schema
• Available Resources

Module 01:  ITIL 4 – Big Picture

• Reading Assignment
• Introduction to the Key Elements of ITIL 4:
  • Service Value System (SVS)
  • Four Dimensions Model

Module 02: Key Definitions

• Reading Assignment
• Key Concepts and Definitions
  • Customer, User, Sponsor, Service Consumption
  • Organization, Service, Service Management, Product, Service Provision, Service Offering, Service Relationship Management
  • Value, Value Co-Creation, Utility, Warranty, Cost, Output, Outcome, Risk

Module 03: The Dimensions of Service Management

• Reading Assignment
• The Four Dimensions Model
  • Organizations & People
  • Information & Technology
  • Partners & Suppliers
  • Value Streams & Processes

Module 04: ITIL’s Service Value System (SVS) 

• Reading Assignment
• Purpose of the SVS
• SVS Components
  • Opportunity/Demand, Value, Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain

Module 05: ITIL’s Service Value Chain

• Reading Assignment
• Introduction to the Service Value Chain, a Key Element of the SVS
• Six (6) Elements of the Service Value Chain
  • Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
• Service Value Streams

• This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
• If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.

Module 00: Course Introduction: ITIL® 4 Managing Professional Transition

• Agenda & Introductions
• Overview of the Transition Certification
• Transition Exam Details
• Materials to Support the Class

Module 01: Foundation

• Introduction

Module 02: Foundation: Key Definitions

• Key Definitions
• Service Offering
• Service Relationship Management
• Service Provision
• Service Consumption

Module 03: Foundation: Dimensions of Service Management

• Dimensions of Service Management
• Organizations & People
• Information & Technology
• Partners & Suppliers
• Value Streams & Processes

Module 04: Foundation: Service Value System (SVS)

• Service Value System (SVS)

Module 05: Foundation: Service Value Chain (SVC)

• Service Value Chain (SVC)

Module 06: Foundation: Guiding Principles

• Focus on Value
• Start Where You Are
• Progress Iteratively with Feedback
• Collaborate and Promote Visibility
• Think and Work Holistically
• Keep it Simple and Practical
• Optimize and Automate

Module 07: Foundation Summary

• Foundation Summary
• Foundation Sample Questions
• Foundation Exercise: ITIL4 MPT – Foundation Review v1

Module 08: Direct, Plan & Improve

• Scope and Strategic Planning
• Cascading Objectives

Module 09: Direct, Plan & Improve: Policies, Controls and Guidelines

• Policies, Controls and Guidelines
• Compliance and Decision-Making Authorities

Module 10: DPI: Governance, Risk and Compliance

• Risk Management and Governance
• Governance and DPI

Module 11: DPI: Organizational Change Management

• Organizational Change Management (OCM)
• Impact of OCM and DPI
• Managing Stakeholders

Module 12: DPI: Effective Communication

• All About Communication
• Feedback Channels

Module 13: DPI Summary 

• DPI Summary
• DPI Sample Exam Questions
• DPI Exercise

Module 14: Create, Deliver & Support

• Organizational Structures
• Collaboration vs. Cooperation
• Team Competencies

Module 15: CDS: Team Culture & Differences

• Team Culture & Differences

Module 16: CDS: Employee Satisfaction Management

• Employee Satisfaction
• Customer-Orientation
• Communication
• Workforce Planning

Module 17: CDS: Results-Based Measuring & Reporting

• Measuring and Reporting
• Continual Improvement

Module 18: CDS: Know How Practices Contribute

• Service Value Streams
• Designing Service Value Streams
• Value Stream Mapping
• Metrics for Value Streams

Module 19: CDS: The Value Stream for a New Service

• Value Streams for a New Service

Module 20: CDS: The Value Stream for User Support

• Value Stream for User Support

Module 21: CDS: Know How to Create, Deliver & Support

• Managing Queues and Backlogs
• Prioritizing Work
• Shift-left
• Sourcing

Module 22: CDS Summary

• CDS Summary
• CDS Sample Exam Questions
• CDS Exercise

Module 23: Drive Stakeholder Value

• Customer Journey
• Benefits

Module 24: DSV: Explore to Engage

• Mutual Readiness
• Managing Suppliers & Partners
• Service Relationship Types
• Building Service Relationships (Three C’s of Trustworthiness)
• Service Provider Capabilities and Customer Needs

Module 25: DSV: Shape, Demand and Define Service Offerings

• Design Digital Service Experiences – Lean
• Design Digital Service Experiences – Agile
• Service Design Thinking and Service Blueprinting

Module 26: DSV: Designing Digital Service Experiences

• Design for Onboarding
• Selling and Procuring

Module 27: DSV: Agree

• Onboarding and Offboarding Activities
• Relating with Users and Fostering Relationships
• User Engagement and Delivery Channels

Module 28: DSV: Onboard

• Enabling Users for Service
• Elevating Mutual Capabilities
• Offboarding

Module 29: DSV: Co-Create

• Ongoing Service Interactions
• Service Requests
• Moments of Truth & Intelligent Disobedience

Module 30: DSV: User Communities

• User Communities and User Feedback

Module 31: DSV: Realize Value

• Service Value and Value Realization
• Tracking Performance, Outputs, and Outcomes

Module 32: DSV: The Customer Journey

• Evaluate and Improve the Customer Journey
• Continual Improvement
• Charging and Billing

Module 33: DSV Summary

• DSV Summary
• DSV Sample Exam Questions
• DSV Exercise

Module 34: High Velocity IT

• HVIT Terms
• Digital Transformation

Module 35: HVIT: Objectives

• Valuable Investments
• Fast Development, Resilient Operations
• Value Co-creation; Assured Conformance

Module 36: HVIT: ITIL 4 and the Digital Product Lifecycle

• Four Dimensions
• PESTLE
• Service Value System

Module 37: HVIT: Service Value Chain

• Service Value Chain
• SVC and the Consumer 
• SVC and Value Streams
• Digital Product Lifecycle

Module 38: HVIT: Fundamental Concepts for Delivering HVIT

• Five behaviors for HVIT
• Principles, Models and Concepts
  • Purpose, People, Process
• Purpose: Ethics; Design Thinking

Module 39: HVIT: Safety Culture

• People: Safety Culture
• Progress: Complex Environments

Module 40: HVIT: Lean Culture

• Progress: Lean; Toyota Kata
• HVIT Approaches
  • Lean, Agile, Resilient, Continuous
• Service Dominant Logic

Modules 41: HVIT Summary

• HVIT Summary
• HVIT Samples Exam Questions
• HVIT Exercise

Module 42: Managing Professional Transition Summary

• Summary Recap of Foundation, DPI, CDS, DSV, HVIT
• Full Sample Exam

You may take this course if you hold any of the below credentials which allows you to advance your career with 1 course and exam and save over $4,000 in ITIL 4 course and exam fees:

• ITIL V3 Experts
• Individuals with 17 or more ITIL V3 credits
• Individuals with 15 or more ITIL V3 Intermediate Credits and ITIL 4 Foundation Certification

Module 00: Introduction to Direct, Plan & Improve

• ITIL 4 Certification Overview
• Direct, Plan & Improve Publications
• Direct Plan & Improve Learning Outcomes

Module 01: Direct, Plan & Improve: Key Concepts

• Key DPI Concepts
• Key DPI Terms
• How Value, Outcomes, Costs and Risks Relate to DPI
• Measurement and Reporting

Module 02: Understanding ‘Scope’ and Applying Direct, Plan & Improve

• Strategic Planning
• Cascading Objectives
• Policies, Controls and Guidelines
• Decision Making Authority

Module 03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System

• The Role of Governance, Risk and Compliance
• How to Integrate Governance, Risk and Compliance into the SVS
• Risk Management in DPI
• Governance and DPI

Module 04: Continual Improvement

• Key Principles and Methods
• Continual Improvement Model

Module 05: Continual Improvement: Assessment Methods

• How to Identify Assessment Criteria
• Data Collection
• Selecting Assessment Methods
• Assessment Methods and Outputs

Module 06: Continual Improvement: Where do we want to be?

• Defining the Next Point
• Priority and Scope
• Outcomes
• Take Action

Module 07: Continual Improvement: Keeping Up Momentum

• Keeping People Engaged
• Lessons Learned Analysis
• Measurement and Reporting Practice

Module 08: Organizational Change Management (OCM) and Communication

• Key Principles
• OCM Purpose and Application
• Key Terms, Principles and Scope

Module 09: Organizational Change Management: Practice Success Factors (PSFs)

• Types of PCFs
• Key Metrics
• OCM and the SVC

Module 10: Organizational Change Management: Stakeholders

• Identifying and Managing Stakeholders

Module 11: Organizational Change Management: Communication Principles

• Types of Effective Communication
• Communication Feedback Channels
• Effective Interfaces

Module 12: Measurement and Reporting in Direct, Plan & Improve

• Key Terms and Definitions
• Reporting Good Practices
• Types of Measurement

Module 13: Measure & Report: Planning and Evaluation Model

• Purposed and Objectives of the Planning and Evaluation Model
• Balanced Scorecard
• Success Factors and KPIs

Module 14: Direct, Plan & Improve Value Streams and Practices

• Differences Between Value Streams and Practices
• Value Stream Mapping
• Measuring the Four Dimensions
• Workflow
• Feedback

Module 15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve

• Applying the 7 Guiding Principles
• Optimizing and Creating Workflows
• Efficient Designs and Workflow Metrics
• Theory of Constraints and Kanban
• Institutionalizing Change

Module 16: Summary

In order to take the DPI course and exam candidates must hold the ITIL 4 Foundation Certification.  Anyone who has taken the ITIL 4 Managing Professional Transition course may also take this class.

Module 00: Course Introduction

Module 01: DITS Case Study

• Analysis of the DITS Case Study and Risk Assessment Report

Module 02: DITS Overview

• Background and Introductory Information

Module 03: DITS and the Guiding Principles

• Apply the ITIL Guiding Principles to All Aspects of DITS

Module 04: Key Concepts Applied to Strategy

• Understand ‘Digital’ Concepts – Digital Technology, Digital Business, Digital Organization, Digital Transformation, Digitization

Module 05: Products and Services

• Differentiate Between Product and Service Management, Digital and IT Strategies, Business Strategies and Business Models

Module 06: DITS and the SVS

• Opportunity/Demand; Value
• Governance; Continual Improvement
• Practices

Module 07: Strategy Management (StM) Practice

• Purpose
• Practice Success Factors

Module 08: DITS, SVS SVC Creating Value

• External Analysis: PESTLE 
• Internal Analysis: Four Dimensions 

Module 09: Digital Disruption and Organizational Viability

• Organizational Viability, Agility, Resilience

Module 10: VUCA (Practical Assignments)

• Explain and Apply VUCA

Module 11: Digital Transformation (Practical Assignments)

• VUCA & Digital Transformation 
• Applying HVIT Concepts

Module 12: Digital Disruption and Organizational Viability

• Three Levels of Digital Disruption: Ecosystem, Industry/Market, Organization

Module 13: Influencing an Organizational Position

• Customer/Market Relevance
• Operational Excellence

Module 14: Digital Positioning Tools (Practical Assignments)

• Digital Positioning Tools: Maturity Models, Digital Positioning Models
• Maturity Models

Module 15: Digital Positioning Models (Practical Assignments)

• Digital Positioning Models
• Practical Assignment #1

Module 16: Customer/Market Relevance and Operational Excellence

• Achieve Customer/Market Relevance
• Customer Vs. Market Relevance Definitions
• Customer Journey

Module 17: Omnichannel Delivery and Support

• Omnichannel Delivery
• Context Sensitive Delivery and Support
• Customer AnalyticsCustomer 360 And Feedback

Module 18: Achieving Operational Excellence

• Relationship Between the Four Dimensions and Operational Excellence
• Competitive Advantage, Continual Improvement, Automation

Module 19: Service Optimization

• Service Optimization
• Technology Replacement Modernization
• Sourcing Strategies
• Workforce Strategies
• Employee 360 Approach

Module 20: Financial Aspects of DITS

• Policies 
• Portfolios

Module 21: Funding Projects, Products, Services

• Funding Projects, Products/Services 
• Balancing Innovation and Operations
• Charging and Charging Models

Module 22: Service Financial Management (SFM) Practice

• Purpose
• Practice Success Factors

Module 23: Portfolio Management Practice

• Purpose
• Practice Success Factors

Module 24: Strategic Approaches for Digital Organizations (Practical Assignments)

• Barrett Model
• Evolution. Innovation
• Agility & Resilience
• Organizational Change Management, Knowledge Management 

Module 25: Social Responsibility & Sustainability (Practical Assignments)

• Social Responsibility, Sustainability
• Triple Bottom Line
• Employee Fulfillment
• Practical Assignment #2

Module 26: Risk and Opportunities

• Risk Management for Digital Organizations
• Risk Definitions, DICE, Risk Posture/Capacity/Appetite/Attitude
• Qualitative and Quantitative Assessment
• Risk Treatment

Module 27: Risk Management (RM) Practice

• Purpose
• Practice Success Factors

Module 28: Encouraging & Managing Innovation

• What Is It 
• Innovation Management

Module 29: Technology Adoption Lifecycle

• Technology Adoption Lifecycle
• Developing an Innovation Culture

Module 30: Creating a Digital Strategy

• Digital Readiness Assessment
• Evaluating Current Capabilities

Module 31: Vision and Strategy

• What is a Vision?
• Strategic Planning

Module 32: Using a Business Case for DITS

• Business Case, Portfolio, and Strategy Relationships
• Communicating a Business Case
• Dealing with Resistance

Module 33: Implementing Digital Strategy

• Operating Models 
• Organizational Structure

Module 34: Architecture Management (AM) Practice

• Purpose
• Practice Success Factors

Module 35: Workforce & Talent Management (WTM) Practice

• Purpose
• Practice Success Factors

Module 36: Skills for Digital Leaders

• Digital Mindset
• Communication & Relationship Management 
• Agile Management 

Module 37: Leadership Skills

• Leadership Skills
• Education/Learning/Training

Module 38: Strategy Coordination & Implementation (Practical Assignments)

• Strategy Implementation – General Information
• Satir Model

Module 39: Large-Scale Transformation (Practical Assignments)

• Large-Scale Implementation
• Incremental Implementation
• Mergers/Acquisitions
• Individual Change Implementation
• Practical Assignment #3

Module 40: Parallel Operating Models (POMs)

• Cannibalism, Erosion
• Concurrence
• Synergism

Module 41: Assessing the Success of a DITS

• Metrics
• Cascading/Linking Measurements

Module 42: Objectives & Key Results (OKR)

• Objectives & Key Results (OKRs)
• Measurement Principles: Progress, Performance, Relevance

Module 43: Instrumenting Strategy

• Instrumenting Strategy
• Operational Reports/Dashboards
• Analytical Reports

Module 44: Measurement and Reporting (MR) Practice

• Purpose
• Practice Success Factors

Module 45: Activities of a Digital Transformation Program (Practical Assignments)

• Define Activities by Scope and Objective of the Transformation

Module 46: Course Summary

All students must have a minimum of three (3) years IT Managerial Experience in order to qualify to take this course.

There are two paths to qualifying to take the Digital and IT Strategy (DITS) Course:

• Take and complete the ITIL 4 Foundation Certification
• Take and complete the ITIL 4 Managing Professional Certification

Please note that if you are ITIL 4 Managing Professional Certified, after you take and successfully complete the DITS course you will have the DITS Certification and the ITIL 4 Strategic Leader Designation.  If you come to this course from the ITIL 4 Foundation Certification, then you will need to take this course and the ITIL 4 Strategic Leader Direct, Plan and Improve Course to hold the ITIL 4 Strategic Leader Designation.

00: Introduction

01: Plan and Build a Service Value Stream

• Planning
• Organizational Structures
• Cooperation & Collaboration
• Work & Tasks

02: Team Culture

• How Teams Work
• Cultural Fit
• Continual Improvement Culture

03: Customer Orientation

• Customer Oriented Strategy
• Customer Delight
• Feedback Types
• Communication Feedback

Customer Orientation Exercise

04: Shift-Left Approach

• Benefits of Shift-Left
• Applying Shift-Left

05: Plan & Manage Resources

• Teams
• Workforce & Talent Management Practice
• Capacity Planning
• Result-Based Measurement
• Continual Improvement Culture

06: Information & Technology Use & Value

• Effective Information Models
• Collaboration & Work Flow
• Integration & Data Sharing
• Analytics
• Automation

07: Technologies - RPA, AI/ML, CI/CD

• Robotic Process Automation
• Artificial Intelligence
• Machine Learning
• Contiuous Integration, Delivery & Deployment

08: Practices Contributing to CDS

• Value Chain Vs. Value Stream
• Value Streams and Organization
• Designing a Service Value Stream
• Value Stream Mapping
• Key Metrics and Examples

09: Using Value Streams to Release a New Service Part 1

• Adding New Services
• From Demand to Value
• Agile User Stories Template
• Practices/Activities Involved

10: Using Value Streams to Release a New Service Part 2

• Build, Configure or Buy Service Components
• Practices/Activities Involved
• Deploying Service Components
• Releasing a New Service

11: Service Design Practice

• Purpose
• Scope
• Practice Success Factors

 12: Software Development & Management Practice

• Purpose
• Scope
• Lifecycle Coverage
• Practice Success Factors

13: Deployment Management Practice

• Purpose
• Scope
• Practice Success Factors

14: Release Management Practice

• Purpose
• Scope
• Practice Success Factors

15: Service Validation & Testing Practice

• Purpose
• Scope
• Practice Success Factors

16: Change Enablement Practice

• Purpose
• Scope
• Practice Success Factors

17: User Support Value Stream Steps 1 to 3

• Value Stream Integration
• Value Leakage
• Demand & Value
• Fixing and Deploying the Value Stream

18: User Support Value Stream Steps 4 to 7

• Deploy Fix
• Verify Incident Resolution
• Contributing Practices
• Request User Feedback
• Identify Opportunities for Improvement

19: Monitoring and Event Management Practice

• Purpose
• Scope
• Practice Success Factors

20: The Service Value Stream Practice

• Purpose
• Scope
• Practice Success Factors

21: Incident Management Practice

• Purpose
• Scope
• Practice Success Factors

22: Problem Management Practice

• Purpose
• Scope
• Practice Success Factors

23: Knowledge Management Practice

• Purpose
• Scope
• Practice Success Factors

24: Service Level Management Practice

• Purpose
• Scope
• Practice Success Factors

25: How to Create, Deliver and Support Services Part 1

• Coordinate
• Prioritize
• Structure Work

26: How to Create Deliver and Support Services Part 2

• Sourcing
• Selecting Vendors
• Integrating Suppliers

27: Course Summary & Exam Tips

In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

00: Introduction

01: Concept of Customer Journey

• Customer Journey Defined
• Steps of the Customer Journey
• Relating Value Streams & Customer Journeys
• Aspects of Customer & User Experience
• Key Definitions

Exercise: Customer Journey

02: Design & Improve Customer Journeys

• Mapping Customer Journeys
• Elements of Customer Journey
• Understand the Customer Experience
• Designing Thinking
• Measure & Improve the Customer Journey

03: Step 1: Explore

• Purpose of the Explore
• Targeting Markets & Stakeholders
• Market Characteristics
• Market Segmentation

04: Marketing Activities & Techniques

• Targeting Markets
• Marketplace & Marketspace
• Personalizing & Profiling
• Brand & Reputation
• Sustainability

05: Customer Needs and Factors that Affect Them

• Understanding Customers and Their Needs
• Stakeholder Analysis
• External & Internal Factors
• SWOT Analysis
• Identify & Analyze Consumers

06: Identify Service Providers & Value Proposition

• Choosing a Provider
• Considerations When Choosing a Provider
• Industry Standards; Reference Architectures

07: Step 2: Engage

• Fostering Stakeholder Relationships
• Purpose of Engage
• Mutual Readiness & Maturity
• Relationship Types

08: Supplier & Partner Relationship Types

• Service Relationship Basics
• Foster Relationships in Different Environments
• Service Relationship Types

09: Managing Suppliers and Partners

• Key Considerations
• Models for Service Integration
• Relationship Management Service Integrator Activities
• Supplier Management Practice Guidance

Exercise: Service Relationships

10: Develop Customer Relationships; Analyze Customer Needs

• Building Service Relationships
• Service Relationship Ladder
• Tools to Support and Sustain Customer Engagement
• Three C’s Trustworthiness Model
• Understand Provider Capabilities and Customer Needs

11: Communicate & Collaborate

• Communication, Cooperation, Collaboration
• Listening Skills
• Modes of Listening
• Communication & Diversity

12: Relationship Management Practice

• Purpose
• Practice Success Factors (PSF) for Relationship Management Practice

13: Supplier Management Practice

• Purpose
• Benefits
• Practice Success Factors (PSF) for Supplier Management

14: Step 3: Offer

• Purpose of Shaping Demand & Service Offering
• Managing Demand and Opportunities
• Optimizing Capacity
• Shaping Demand
• Service Improvement Opportunities
• Building a Business Case

15: Methods for Designing Service Experience

• Lean Thinking
• Agile Product & Service Development
• User-Centered Design & Service Design Thinking
• Service Blueprint
• Design for Onboarding

16: Approaches for Selling and Obtaining Services

• Selling & Obtaining Service Offerings
• Pricing & Pricing Options
• Internal Sales
• External Sales
• Methods to Request Products & Services

17: Requirements Management

• Specify & Manage Customer Requirements
• Managing Requirements
• Minimum Viable Product & User Stories
• Moscow & Weighted Shortest Job First (WSJF)

18: Business Analyst Practice

• Purpose
• Business Analyst Adapting to Agile Ways of Working
• Practice Success Factors

19: Step 4: Agree

• Purpose
• Aligning Expectations & Agreeing Services
• Plan for Value Co-Creation
• Service Interaction Model
• Characteristics of Services

20: Negotiate and Agree

• Gaining Consumer Agreement
• Service Level Agreement Content & Structure
• Utility & Warranty
• User Experience
• Development of Experience Level Agreement (XLA)

21: Service Level Management Practice

• Purpose, Scope & Activities
• Service Level Agreements (SLA)
• SLM Metrics
• Practice Success Factors (PSF)
• Using Guiding Principles for SLM

22: Step 5: Onboard

• Purpose of Onboarding/Offboarding
• Onboarding Activities
• Utilize Service Design Thinking
• Key Onboard/Offboard Activities
• Practice Interfaces

23: Fostering User Relationships

• Relating with Users
• Considering User Experience (UX)
• Fostering Relationships with Corporate Users
• Relationship Management with Users

24: Enabling Users for Service Use

• Necessary Skills and Rights
• Required Checks Before Services are Utilized
• Practice Interfaces

25: Elevate Mutual Capabilities

• Techniques Used by Providers
• How Consumers can Help the Service Provider
• Using Guiding Principles to Improve User Capabilities

26: Prepare Onboard/Offboard Plans

• Approach to Onboarding
• Applying the Four Dimensions To Onboarding Plans
• Onboarding Scope, Actions & Control
• Offboarding Customers & Users
• Practice Interfaces

27: User Engagement & Delivery Channels

• Channels Used by Users
• Omnichannel Management
• Shift Left
• Social Media Support

28: Service Catalog Management Practice

• Purpose
• Practice Success Factors (PSF)
• Using the Four Dimensions to Create the Catalog
• Automating the Service Catalog
• Monitoring and Measuring the Service Catalog

29: Service Desk Practice

• Purpose
• Key Terms and Concepts
• Practice Success Factors (PSF)
• Types Of Service Channels
• Examples of Channels and Their Challenges

30: Step 6: Co-Create

• Purpose of Service Provision/Consumption
• Fostering a Service Mindset
• Using Guiding Principles to Develop Service Mindset

31: Approaches for User Service/Requesting Services

• Ongoing Service Interactions
• Service Requests

32: Triaging User Requests, Moments of Truth

• Service Desk Interactions
• Agreed Rules for Triage, Prioritization, and Resolution
• Moments of Truth
• Intelligent Disobedience

33: User Communities

• User Community Activities
• Benefits
• Creation and Maintenance
• Superusers

34: Encouraging Customer/User Feedback

• Establish Continual Effective Feedback Gathering
• Challenges and Solutions for Customer and User Feedback

35: Service Request Management Practice

• Purpose
• Practice Success Factors (PSF)
• Request Catalog
• Fulfill Requests to Agreed Procedure

36: Step 7: Realize

• Service Value Defined
• Realizing Service Value
• Evaluating Value Realization
• Track, Assess & Evaluate Value Co-Creation

37: Measuring Service Usage & Satisfaction

• Tracking Customer Experience (CX) & Satisfaction
• Methods to Monitor Customer Experience
• Tracking Service Usage

38: Methods to Track/Monitor Service Value

• Service Value Indicator
• Tracking Value Realization
• Service Profit Chain
• Qualitative Measurement
• Tracking Performance, Output & Outcome

39: Charging Mechanisms

• Charging Policies
• Charging & Billing
• Cost Allocation Models
• Define Chargeable Items
• Measuring Service Usage

40: Validate Service Value, Report Service Outcomes

• Realizing Service Value
• Assess & Report Value Realization
• Evaluation & Verification
• Track, Assess & Evaluate Outcomes

Exercise: Measuring Value Realization

41: Evaluate & Improve Customer Journey

• Evaluate Value Realization & Improve Customer Journeys
• Continual Improvement: Sources of Improvement

42: Portfolio Management Practice

• Purpose
• Portfolio Types
• How portfolios Enable ROI
• Practice Success Factors (PSF)

43: Course Summary

Module 00: Introduction

Module 01: HVIT Terms

• Terms Used in HVIT
• When is Transformation Desirable & Feasible
• Service Interactions & Band of Visibility

Module 02: HVIT Objectives

• Valuable Investments
• Fast Development
• Resilient Operations
• Co-Created Value
• Assured Conformance

Module 03: HVIT & The Four Dimensions

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• PESTLE & VUCA

Module 04: HVIT & the SVS/SVC

• Service Value System Enables HVIT
• Value Chain Activities & DevOps
• Service Consumer
• Value Streams in HVIT Organizations

Module 05: HVIT & Digital Product Lifecycle

• Service Provider and Service Consumer
• Consumer Perspective of Digital Product Lifecycle
• Digital Product Lifecycle and Band of Visibility
• Stages of the Digital Product Lifecycle

Module 06: HVIT Principles, Models and Objectives

• Key Behavior Patterns
• Models that Influence Organizational Culture
• Models and Concepts and Related Key Behavior Patterns

Module 07: Purpose Models

• Establishing Ethical Principles
• Ethics and AI
• Design Thinking
• Empathize with Stakeholder
• Focus on What the Customer Does and Needs

Module 08: People Models

• Safety Culture
• Feel Trusted and Valued
• Care and Concern for the Workforce
• Foster Feedback and Act on It

Module 09: Progress Models

• Working in Complex Environments
• Systems Thinking
• Complex Thinking
• Cynefin Framework
• Minimum Viable Product

Module 10:  Progress Models Part 2

• HVIT Needs to be Based on Lean Culture
• Keys to Lean Culture
• Continual Improvement Model
• Toyota Kata

Module 11: Key Characteristics of HVIT

• HVIT Applied to SVC
• Lean Principles
• Agile Principles
• Resilient
• Continuous Integration & Continuous Delivery
• Service-Dominant Logic

Module 12: Ensuring Valuable Investment  

• Techniques for Valuable Investment
• Prioritization Techniques
• Minimum Viable Products and Services
• Product and Service Ownership
• A/B Testing

Exercise: Ensuring Valuable Investment

Module 13: Portfolio Management Practice

• Purpose
• Types of Portfolios
• How Portfolios Enable ROI
• Practice Success Factors (PSF)

Module 14: Relationship Management Practice

• Purpose of Relationship Management Practice
• PSF: Effective & Healthy Relationships - within the Organization
• PSF: Effective & Healthy Relationships – Organization & External Stakeholders

Exercise: Valuable Investment Practices

Module 15: Ensuring Fast Development

• Infrastructure as Code (Iac)
• Loosely Coupled Information System Architecture
• Retrospective Reviews
• Blameless Post-Mortem Review
• Continual Business Analysis

Module 16: Continuous Integration/Delivery/Deployment

• CI/CD
• Continuous Testing & Types of Tests
• Testing Principles
• Kanban

Exercise: Ensuring Fast Development

Module 17: Architecture Management Practice

• Purpose of Architecture Management Practice
• Practice Activities
• Practice Success Factors

Module 18: Business Analysis Practice

• Purpose
• Approach to business analysis
• Practice Success Factors (PSF)

Module 19: Deployment Management Practice

• Purpose
• Key Definitions for Deployment Management
• Deployment Models
• Practice Success Factors
• Activities and Outputs of Deployment Management

Module 20: Service Validation & Testing Practice

• Purpose & Benefits
• Keys to Service Validation
• Service Acceptance Criteria (SAC)
• Keys to Testing
• Practice Success Factors (PSF)

Module 21: Software Development & Management Practice

• Purpose & Focus
• Terms & Concepts
• Practice Success Factors (PSF)

Exercise: Fast Development Practices

Module 22: Ensuring Resilient Operations Part 1

• Techniques for Resilient Operations
• Technical Debt
• Chaos Engineering

Module 23: Ensuring Resilient Operations Part 2

• Definition of Done & Ready
• Version Control
• AIOps
• ChatOps
• Site Reliability Engineering (SRE)

Exercise: Ensuring Resilient Operations

Module 24: Availability Management Practice

• Purpose of Availability Management Practice
• PSF: Identify Service Availability Requirements
• PSF: Measure, Assess, Report
• PSF: Treat Service Availability Risks

Module 25: Capacity & Performance Management Practice

• Purpose of Capacity & Performance Management Practice
• Scope of Capacity & Performance Management Practice
• PSF: Identifying Service Capacity and Performance Requirements
• PSF: Measure, Assess, Report
• PSF: Treat Service Capacity & Performance Risks

Module 26: Monitoring & Event Management Practice

• Purpose of Monitoring & Event Management Practice
• Key Terminology for Monitoring & Event Management
• PSF: Establish/Maintain Approaches, Models
• PSF: Ensure Timely, Relevant, Data is Available
• PSF: Ensure Events are Detected, Interpreted, Acted Upon

Module 27: Problem Management Practice

• Purpose of Problem Management
• Key Terminology for Problem Management
• Problem Identification & Control
• PSF: Identify & Understand Problems
• PSF: Optimize Problem Resolution/Mitigation

Module 28: Service Continuity Management Practice

• Purpose of SCM Practice
• PSF: Developing and Managing Service Continuity Plans
• PSF: Mitigate Service Continuity Risks
• PSF: Ensure Awareness and Readiness
• Types of Service Continuity Tests

Module 29: Infrastructure and Platform Management Practice

• Purpose of Infrastructure and Platform Management (IPM)
• PSF: Establishing Approach for Evolving Needs
• PSF: Ensure Solutions Meet Current & Anticipated Needs

Exercise: Resilient Operations Practices

Module 30: Ensuring Co-Created Value

• Techniques for Co-Created Value
• Service Experience
• Practices Related to Service Experience

Module 31: Service Design Practice

• How Service Design Practice Ensure Co-Created Value
• Benefits of Service Design
• Design Thinking
• PSF: Establish & Maintain an Effective Approach
• PSF: Ensure Services are Fit for Purpose & Fit for Use

Module 32: Service Desk Practice

• Purpose of the Service Desk
• Service Empathy
• PSF: Enabling Effective and Efficient Communications
• Multi-Channel vs. Omnichannel Communication
• PSF: Effective Integration of User Communications into Value Streams

Exercise: Co-Created Value Practices

Module 33: Ensuring Assured Conformance

• Techniques for Assured Conformance
• DevOps Audit Defense Toolkit
• DevSecOps
• Peer Review

Exercise: Ensuring Assured Conformance

Module 34: Information Security Management

• Purpose
• Practice Success Factors
• Develop/Manage Policies/Plans
• Mitigate Information Security Risks
• Exercise/Test Plans
• Embed Information Security Throughout the SVS

Module 35: Risk Management

• Purpose
• Practice Success Factors
• Establish Governance
• Nuture a Risk Management Culture
• Analyze and Evaluate Risks
• Treat, Monitor and Review Risks

Exercise: Assured Conformance Practices

Module 36: HVIT Summary

• HVIT Key Behaviors
• HVIT Objectives
• Keys to HVIT
• HVIT Learning Outcomes
• Exam Preparation