ITIL 4 Unlimited Career Path Courses:

    How to Prepare for ITIL 4 Foundation Certification 

    Taking a PeopleCert Accredited Training Course is the best way to prepare for the ITIL 4 Foundation Certification.  When you train with an Accredited Training Organization like GogoTraining you are assured that the content is accurate, that it will prepare you for certification and find it both engaging and enjoyable.

    In this course you will:

    • Learn key IT service management concepts
    • Understand the ITIL 4 service management framework
    • Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
    • Understand ITIL's 7 Guiding Principles
    • Get an introduction to ITIL 4's Management Practices

    Who Needs to Take ITIL 4 Foundation?

    • Everyone who is ITIL V3 Foundation Certified
    • Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
    • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

    What is ITIL 4?

    ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

    BONUS VIDEOS

    For students who are new to ITIL we have included a Bonus Video Section that provides background on ITIL V3 (2011).  The ITIL V3 videos provide a solid foundation on ITIL and will help those new to ITIL in understanding ITIL 4.  All students who purchase the ITIL 4 Foundation course will gain access to the bonus videos within 24 hours Monday to Friday.  To View the Bouns Content, Click Here.

      Prepare for Certification

      This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

      Why Take ITIL 4 From GogoTraining?

      GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Expert Dr. Suzanne Van Hove.  Suzanne's accomplishments are noted below and when you take this course you receive direct access to Dr. Van Hove to ask questions.  If you want to learn with the best, then Suzanne is the instructor for you.

      • Suzanne has over 20 years experience in IT Service Management
      • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
      • She is the Convenor for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
      • She is a lead author of VeriSM™
      • Suzanne received itSMF USA's Lifetime Achievement Award
      • She has trained over 10,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
      • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
      View all course details
      Video Title
      Length
      Meet Your Instructor Dr. Suzanne Van Hove
      4 min
      00: Course Introduction: ITIL® 4 Foundation
      5 min
      01: Exam Tips
      3 min
      02: High-Level Service Management & Key Elements of ITIL 4
      11 min
      03: ITIL 4 Key Concepts
      7 min
      04: Service - Definition & Keys Features
      8 min
      05: Service Offerings & Relationship
      5 min
      06: Putting it All Together
      5 min
      07: The Service Relationship Model
      1 min
      08: Axel Car Hire Example
      6 min
      09: Criticality of Value
      5 min
      Quiz #1
      10: The Dimensions of Service Management
      8 min
      11: Information & Technology
      7 min
      12: Partners & Suppliers
      7 min
      13: Value Streams and Processes
      6 min
      14: Introduction to ITIL’s Service Value System (SVS)
      8 min
      Quiz #2
      15: Service Value System Components
      6 min
      16: Overview of ITIL’s Service Value Chain (SVC)
      6 min
      Quiz #3
      17: Service Value Chain – Plan
      3 min
      18: Service Value Chain - Improve
      2 min
      19: Service Value Chain - Engage
      3 min
      20: Service Value Chain - Design & Transition
      2 min
      21: Service Value Chain – Obtain/Build & Deliver & Support
      5 min
      Quiz #4
      22: ITIL’s 7 Guiding Principles
      8 min
      Quiz #5
      23: Start Where You Are
      6 min
      24: Progress Iteratively with Feedback
      8 min
      25: Think and Work Holistically
      8 min
      26: Optimize & Automate
      5 min
      Quiz #6
      27: Introduction to Key ITIL Practices
      7 min
      Quiz #7
      28: General Management Practices
      6 min
      29: Continual Improvement
      11 min
      Quiz #8
      30: The Continual Improvement Model
      9 min
      31: Continual Improvement & Guiding Principles
      3 min
      32: Service Management Practices (SMP)
      7 min
      33: Service Management Practices - Change Control
      8 min
      Quiz #9
      Quiz #10
      34: Service Management Practices - Incident Management
      8 min
      Quiz #11
      35: Service Management Practices - Problem Management
      12 min
      Quiz #12
      Quiz #13
      36: Service Management Practices - Service Request Management
      9 min
      Quiz #14
      37: Service Management Practices - The Service Desk
      10 min
      Quiz #15
      38: Service Level Management (SLM)
      8 min
      Quiz #16
      39: Information Analysis for Service Level Management
      4 min
      40: Technical Management Practices
      2 min
      41: Conclusion
      5 min
      ITIL 4 Foundation Sample Exam 1
      ITIL 4 Foundation Sample Exam 2
      Course Survey
      View all course details

      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 Control

      • 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
         
      View all course details

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

      View all course details

      The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.   This course is an overview course and is taken from the Full Accredited ITIL 4 Foundation course.

      Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4.  This course is not designed to prepare you to take and pass the ITIL 4 Foundation exam.  If you want to prepare to take and pass the ITIL 4 Foundation exam or are new to ITIL or IT Service Management, then you will need to take the Full ITIL 4 Foundation Training course.

      Why Take ITIL 4 From GogoTraining?

      GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Experts Dr. Suzanne Van Hove and Doug Tedder.  Here is an overview of their accomplishments:

      • Suzanne has over 20 years' experience in IT Service Management
      • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
      • She is the Convener for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
      • She is a lead author of VeriSM™
      • Suzanne received itSMF USA's Lifetime Achievement Award
      • She has trained over 20,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
      • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
      • Doug has nearly 20 years' experience in IT Service Management
      • Doug was named by HDI as one of the 2018 Top ITSM 25 Thought Leaders 
      • He is a contributing author of the VeriSM and co-author of the VeriSM Pocket Guide
      • Doug was names an "IT Industry Legend" in 2016 by Cherwell Software
      • Doug provides IT Service Management consulting for major corporations and institutions globally

      What is ITIL 4?

      ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

      Who Needs to Take ITIL 4 Foundation?

      • Everyone who is ITIL V3 Foundation Certified
      • Everyone who is new to ITIL 
      • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

      This Course Comes With:

      • Instructor Video Lectures
      • Course Materials
      • Course Examples & Exercises
      • Sample Exams
      • Course Transcript
      • Certificate of Completion
      View all course details
      Video Title
      Length
      Meet Your Instructor Dr. Suzanne Van Hove
      4 min
      Meet Your Instructor Doug Tedder
      3 min
      00: Course Introduction: ITIL® 4 Foundation
      7 min
      01: ITIL 4 – Big Picture
      9 min
      02: Key Definitions
      30 min
      03: The Dimensions of Service Management
      23 min
      04: ITIL’s Service Value System (SVS)
      15 min
      05: ITIL’s Service Value Chain
      24 min
      06: ITIL 4 Guiding Principles
      24 min
      07: Introduction to Key ITIL Practices
      10 min
      08: General Management Practices
      11 min
      09: Service Management Practices
      21 min
      10: Technical Management Practices
      3 min
      11: Conclusion
      5 min
      Course Survey
      View all course details

      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

      Module 06: ITIL’s Guiding Principles

      • Reading Assignment
      • Understand How the Guiding Principles Can Help an Organization Adopt and Adapt Service Management
      • Discuss the Seven (7) Guiding Principles and How They Can be Applied
        • 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: Introduction to Key ITIL Practices

      • Reading Assignment
      • Introduce the Concept of a “Practice”
      • Introduce the Three Groups of ITIL Practices
        • General Management
        • Service Management
        • Technical Management
      • Where Have All the Functions Gone?

      Module 08: General Management Practices

      • Reading Assignment
      • Discuss the Purpose of:
        • Architecture Management, Continual Improvement, Information Security Management, Knowledge Management, Measurement and Reporting, Organizational Change Management, Portfolio Management
        • Project management, Relationship Management, Risk Management, Service Financial Management, Strategy Management, Supplier Management, Workforce and Talent Management
      • Detail Around Continual Improvement
        • Continual Improvement Register (CIR)
        • Continual Improvement Model

      Module 09: Service Management Practices

      • Reading Assignment
      • Discuss the Purpose of:
        • Availability Management, Business Analysis, Capacity and Performance Management, Change Control, Incident Management, IT Asset Management, Monitoring and Event Management, Problem Management, Release Management
        • Service Catalog Management, Service Configuration Management, Service Continuity Management, Service Design, Service Desk, Service Level Management, Service Request Management, Service Validation and Testing
      • Required Definitions for the Foundation Exam and Key Differences Foundation-Tested Practices

      Module 10: Technical Management Practices

      • Reading Assignment
      • Discuss the Purpose of:
        • Deployment Management, Infrastructure and Platform Management, Software Development and Management

      Module 11: Conclusion

      • Review Exam Content
      • Final Thoughts on Taking the Exam
      View all course details
      • 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.
      View all course details

      The ITIL 4 Managing Professional Transition (Bridge) Course was created by AXELOS to reward individuals with ITIL V3 advanced certifications by enabling them to skip the four (4) courses in the Managing Professional Series of courses and receive the coveted ITIL 4 Managing Professional designation.

      Who Can Take This Course?

      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

      Who Will Be Teaching This Course?

      We are very excited to announce that Dr. Suzanne Van Hove and Doug Tedder will be your course instructors.   Suzanne and Doug bring years of hands-on practical experience with them that they will share with you in the course.  They bring the learning experience to life online through lectures, stories and learning assessments.

      What Does This Course Cover?

      The ITIL 4 Managing Professional Transition course provides an understanding of the new ITIL 4 Foundation concepts and definitions including the key differences between previous ITIL versions and ITIL 4.  It is made up of 4 modules:

      • Create, Deliver and Support - How to integrate value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
      • Drive Stakeholder Vlaue - How to understand and facilitate all types of engagement and interactions between service providers and their customers, users, suppliers and partners.
      • HIgh Velocity IT - How to work with digital organization and digital operating models in high velocity environments
      • Direct, Plan and Improve - How to create an IT organizations focused on learning and improving with a strong and effective strategic direction.

      What Do You Need to Know Before Taking This Course?

      The instructors would like you to have a solid understanding of the ITIL 4 Foundation information so to make sure you are all set you will receive the ITIL 4 Foundation training module when you take this course.  This will make sure you have a solid understanding of the management of modern IT-enabled services and to provide a complete understanding of the ITIL 4 key concepts. 

      What Will you Learn When You Take This Course?

      In this course students will learn how to practically apply new concepts and receive a solid understanding of each of the 4 modules including:

      • Review the key concepts of service management
      • Understand the four dimensions of service management
      • Comprehend the purpose and components of the ITIL service value system
      • Understand the activities and interconnectivity of the service value chain
      • Learn to plan and build a service value stream that creates, delivers and supports services
      • Review how relevant ITIL practices contribute to the create, delivery and support across the SVS and value streams
      • Learn how to create, deliver and support services
      • Understand how customer journeys are designed and how to foster stakeholder relationships
      • Know how to shape demand, define service offerings, and onboard and off board customers and users
      • Understand how to engage with others to ensure continual value co-creation and how to realize and validate service value
      • Delve into the concepts of the high-velocity nature of the digital enterprise and its demands
      • Gain an understanding of digital product lifecycles and how it integrates into the ITIL operating model
      • Create a solid base on the importance of the ITIL Guiding Principles and concepts to deliver high velocity IT
      • Know how to use the key principles and methods of direction and planning to properly as they relate to the scope of the project
      • Understand the role of GRC and how to integrate the principles and methods into the Service Value System
      • Facilitate Communication and Organizational Change Management

      Is GogoTraining An Accredited AXELOS and PeopleCert Training Provider"

      YES - GogoTraining is an AXELOS partner and an PeopleCert Accredited ITIL Training Organizations (ATO).  When this course is released it will have received the PeopleCert stamp of approval and be classified as an Accredited ITIL course.  One that qualifies you to sit for the Managing Professional Exam. 

      How to Take an Online Proctored PeopleCert Exam

      In order to take your exam you will need the following System Requirements:

      • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
      • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
      • Active Full-Time/Broadband internet connection of at least 4Mbps
      • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
      • Speakers and microphone (the use of headsets is only allowed during onboarding)
      • Keyboard and mouse or another pointing device
      • A single web camera (embedded or external) you can rotate

      For complete details, Click Here.

      Have Questions?

      If you have any questions on this course or the certification Contact Us by calling 877.546.4446 or by email at customerservice@gogotaining.com.  We look forward to having you train with Dr. Van Hove and Doug Tedder.

       

      View all course details
      Video Title
      Length
      Meet Your Instructor Dr. Suzanne Van Hove
      4 min
      Meet Your Instructor Doug Tedder
      3 min
      Welcome: COURSE UPDATE
      2 min
      00: Introduction
      20 min
      01: Foundation
      4 min
      02: Foundation: Key Definitions
      30 min
      03: Foundation: Dimensions of Service Management
      23 min
      04: Foundation: Service Value System (SVS)
      15 min
      05: Foundation: Service Value Chain (SVC)
      24 min
      06: Foundation: Guiding Priniciples
      24 min
      07: Foundation Summary
      16 min
      DPI Update
      5 min
      08: Direct, Plan & Improve
      21 min
      09: DPI: Policies, Controls and Guidelines
      17 min
      10: DPI: Governance, Risk and Compliance
      18 min
      11: DPI: Organizational Change Management and Communication
      24 min
      12: DPI: Effective Communication
      22 min
      13: DPI Summary
      7 min
      CDS Update
      1 min
      14: Create, Deliver & Support
      21 min
      15: CDS: Team Culture and Differences
      17 min
      16: CDS: Employee Satisfaction Management
      32 min
      17: CDS: Results-Based Measuring & Reporting
      18 min
      18: CDS: Know How Practices Contribute
      30 min
      19: CDS: The Value Stream for a New Service
      13 min
      20: CDS: The Value Stream for User Support
      15 min
      21: CDS: Know How to Create, Deliver & Support
      35 min
      22: CDS Summary
      6 min
      DSV Update
      2 min
      23: Drive Stakeholder Value
      24 min
      24: DSV: Explore to Engage
      41 min
      25: DSV: Shape, Demand and Define Service Offerings
      24 min
      26: DSV: Designing Digital Service Experiences
      25 min
      27: DSV: Agree
      41 min
      28: DSV: Onboard
      17 min
      29: DSV: Co-Create
      20 min
      30: DSV: User Communities
      14 min
      31: DSV: Realize Value
      30 min
      32: DSV: The Customer Journey
      16 min
      33: DSV Summary
      10 min
      34: High Velocity IT
      25 min
      35: HVIT: Objectives
      20 min
      36: HVIT: ITIL 4 and the Digital Product Lifecycle
      29 min
      37: HVIT: Service Value Chain
      17 min
      38: HVIT: Fundamental Concepts for Delivering HVIT
      21 min
      39: HVIT: Safety Culture
      18 min
      40: HVIT: Lean Culture
      23 min
      41: HVIT Summary
      3 min
      42: Managing Professional Transition Summary
      11 min
      Course Survey
      View all course details

      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
      View all course details

      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
      View all course details

      The Direct, Plan and Improve (DPI) Certification is part of the ITIL 4 Managing Professional and Strategic Leader Track.  The course/certification was designed to provide candidates with the practical skills necessary to create an IT organizations centered on ‘Learning and improving’ from a practical and strategic direction.

      Who Should Take DPI?

      • ITIL Practitioners
      • Continuous Improvement Managers
      • Change Managers
      • IT Operation Managers
      • Enterprise Architects
      • Service Designers
      • Risk Managers
      • Compliance Managers
      • Cloud System Engineers
      • Key Managers and Executives who interact with IT and deliver Digital Services

      Why is DPI Important?

      DPI is seen as an important course for both Managing Professionals and Strategic Leaders because it provides practical and strategic methods for delivering continual service improvement.  DPI focuses on establishing a ‘learning and improving’ IT organization, keeping in mind a strong and effective strategic direction. Core practical skills revolve around planning and delivering continual improvement with a key characteristic of agility.

        Learning Outcomes

        When you complete this class you will:

        • Understand the scope of what is to be directed and/or planned
        • Know how to use key principles and methods of direction
        • Be able to plan using key principles and methods
        • Know how to define effective policies, controls and guidelines
        • Understand the role of risk and risk management in DPI
        • Identify how governance impacts DPI
        • Know how to ensure controls are sufficient and not excessive
        • Understand the nature, scope and potential benefits of organizational change management
        • Facilitate key principles and methods of communications and OCM
        • Identify and manage all types of stakeholders
        • Effectively communicate and influence others
        • Create effective feedback channels
        • Understand how Lean and Agile methods can be leveraged
        • How to successfully apply DPI Concepts in the real world
        • How to create a “learning and improving’ IT organization
        • Be prepared to pass the official ITIL 4 Direct, Plan and Improve Course

        Why This Course is the Best Direct, Plan and Improve Course to Take?

        • When you take this course you receive instruction from a world-wide leader in the field, Dr. Suzanne Van Hove
        • At GogoTraining we bring the classroom to live online so you direct your learning schedule in the most flexible way with online 24/7 access to the course and you have access to the instructor to ask questions.
        • All materials are available online
        • The course is Accredited by PeopleCert
        • We are a PeopleCert and AXELOS Training and Exam Partners
        • You receive 1 year access to the course
        • You receive a free exam retake voucher
        • You receive the best customer service in the world
        View all course details
        Video Title
        Length
        Meet Your Instructor Dr. Suzanne Van Hove
        4 min
        00: Introduction to Direct, Plan & Improve
        11 min
        01: Direct, Plan & Improve: Key Concepts
        18 min
        02: Understanding ‘Scope’ and Applying Direct, Plan & Improve
        20 min
        03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System
        30 min
        04: Continual Improvement
        18 min
        05: Continual Improvement: Assessment Methods
        21 min
        06: Continual Improvement: Where do we want to be?
        16 min
        07: Continual Improvement: Keeping Up Momentum
        8 min
        08: Organizational Change Management (OCM) and Communication
        19 min
        09: Organizational Change Management (OCM): Practice Success Factors (PSFs)
        13 min
        10: Organizational Change Management (OCM): Stakeholders
        16 min
        11: Organizational Change Management (OCM): Communication Principles
        21 min
        12: Measurement and Reporting in Direct, Plan & Improve
        19 min
        13: Measure & Report: Planning and Evaluation Model
        16 min
        14: Direct, Plan & Improve Value Streams and Practices
        25 min
        15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve
        32 min
        16: Summary
        5 min
        Course Survey
        View all course details

        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

        View all course details

        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.

        View all course details

        The ITIL 4 Leader: Digital & IT Strategy Certification is a senior level course/certification designed for individuals with three (3) or more years of management experience.  It focuses on the importance and challenges of creating an appropriate digital strategy to enable success across departments and organizations.  It also looks at how the digital business strategy can (and should) be integrated into the IT strategy and aligned with the wider organization’s goals.

        The course explores the use of the ITIL framework to support organizations in their digital transformation journey by providing a structured and flexible approach for addressing service management challenges and utilizing the potential of modern technology to get the most value from digital technology.  It also adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts into strategic levels among companies and business leaders. 

        Course Features

        • This course is taught by ITIL Expert and IT Service Management Leader, Dr. Suzanne Van Hove. 
        • When you take this course you have direct access to Suzanne to ask questions and gain from her experience.
        • This course in a self-paced on-demand course so you drive your training schedule.  
        • The course comes with 1 Year Access
        • Course Materials
        • You will receive 4 Case Study Assignments that Dr. Van Hove will grade.
        • Sample Exams
        • Exam Advice

        ITIL 4 Practices

        The course covers the following ITIL 4 practices to enable students to understand the factors that contribute to success in this arena:

        • Architecture Management
        • Measurement and Reporting 
        • Portfolio Management
        • Risk Management
        • Service Financial Management
        • Strategy Management
        • Workforce and Talent Management

            Who Should Take This Course?

            This course is designed for professionals across organizations who would like guidance and certification in the practices that will enable them to help craft a digital vision, shape an IT and business strategy and drive organizational change including:

            • IT Service Managers
            • Business Directors
            • Heads of Departments
            • Experienced Professionals looking to advanced their career 
            • Seasoned Project Managers and Business Analysts who want to learn about IT Strategy

             

            View all course details
            Video Title
            Length
            Meet Your Instructor Dr. Suzanne Van Hove
            4 min
            00: Course Introduction
            15 min
            01: DITS Case Study
            13 min
            02: DITS Overview
            11 min
            03: DITS and the Guiding Principles
            4 min
            04: Key Concepts Applied to Strategy
            10 min
            05: Products and Services
            20 min
            06: DITS and the SVS
            12 min
            07: Strategy Management (StM) Practice
            22 min
            08: DITS, SVS SVC Creating Value
            19 min
            09: Digital Disruption and Organizational Viability
            8 min
            10: VUCA (Practical Assignments)
            19 min
            11: Digital Transformation (Practical Assignments)
            15 min
            12: Digital Disruption and Organizational Viability
            6 min
            13: Influencing an Organizational Position
            11 min
            14: Digital Positioning Tools (Practical Assignments)
            10 min
            15: Digital Positioning Models (Practical Assignments)
            11 min
            16: Customer/Market Relevance and Operational Excellence
            12 min
            17: Omnichannel Delivery and Support
            10 min
            18: Achieving Operational Excellence
            10 min
            19: Service Optimization
            10 min
            20: Financial Aspects of DITS
            12 min
            21: Funding Projects, Products, Services
            9 min
            22: Service Financial Management (SFM) Practice
            9 min
            23: Portfolio Management Practice
            11 min
            24: Strategic Approaches for Digital Organizations (Practical Assignments)
            20 min
            25: Social Responsibility & Sustainability (Practical Assignments)
            8 min
            26: Risk and Opportunities
            24 min
            27: Risk Management (RM) Practice
            11 min
            28: Encouraging & Managing Innovation
            14 min
            29: Technology Adoption Lifecycle
            14 min
            30: Creating a Digital Strategy
            13 min
            31: Vision and Strategy
            14 min
            32: Using a Business Case for DITS
            15 min
            33: Implementing Digital Strategy
            10 min
            34: Architecture Management (AM) Practice
            11 min
            35: Workforce & Talent Mangement (WTM) Practice
            16 min
            36: Skills for Digital Leaders
            14 min
            37: Leadership Skills
            13 min
            38: Strategy Coordination & Implementation (Practical Assignments)
            12 min
            39: Large-Scale Transformation (Practical Assignments)
            9 min
            40: Parallel Operating Models (POMs)
            16 min
            41: Assessing the Success of a DITS
            10 min
            42: Objectives & Key Results (OKR)
            12 min
            43: Instrumenting Strategy
            9 min
            44: Measurement and Reporting (MR) Practice
            8 min
            45: Activities of a Digital Transformation Program (Practical Assignments)
            9 min
            46: Course Summary
            6 min
            Course Survey
            View all course details

            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

            View all course details

            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.

            View all course details

            The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series.  Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams. 

            When you complete this course you will know how to:

            • Improve established practices
            • Understand how services are developed
            • Know how users are supported with value streams
            • Increase service efficiency
            • Create effective work flows

            The Create, Deliver and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment. 

              Why Should You Take This Course?

              Everyone who is involved in creating, delivering and supporting services in the digital world.  Today's world is all about creating and delivering effective services that are designed to meet and exceed customer expectations.  Understanding how to effectively create, deliver and support services is a must.  If you are involved in creating, delivering, supporting and/or managing of services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organizations digitally enabled products and services. 

              Course Features

              • Lifetime Course Access
              • Video Tutorials
              • Instructor Q&A Support
              • AXELOS Official CDS Publication PDF Version
              • 1 PeopleCert Exam Voucher
              • 1 Free Exam Retake if Required

              Who Should Take This Course?

              This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.

              View all course details
              Video Title
              Length
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              00: Introduction
              12 min
              ITIL Practice Guides
              11 min
              01: Plan and Build a Service Value Stream
              23 min
              02: Team Culture
              9 min
              03: Customer Orientation
              11 min
              Customer Orientation Exercise
              1 min
              04: Shift-Left Approach
              11 min
              05: Plan & Manage Resources
              22 min
              06: Using Value Streams to Release a New Service Part 1
              24 min
              07: Using Value Streams to Release a New Service Part 2
              13 min
              New Service Value Stream Exercise
              1 min
              08: Service Design Practice
              17 min
              09: Software Development & Management Practice
              13 min
              10: Deployment Management Practice
              17 min
              11: Release Management Practice
              12 min
              12: Service Validation & Testing (SVT) Practice
              19 min
              13:  Change Enablement (ChE) Practice
              26 min
              14: User Support Value Stream Steps 1 to 3
              22 min
              15: User Support Value Stream Steps 4 to 7
              10 min
              User Support Value Stream Exercise
              1 min
              16: Monitoring & Event Management (MEM) Practice
              22 min
              17: The Service Desk (SDesk) Practice
              22 min
              18: Incident Management (IM) Practice
              17 min
              19: Problem Management (PM) Practice
              17 min
              20: Knowledge Management (KM) Practice
              23 min
              21: Service Level Management (SLM) Practice
              28 min
              22: How to Create, Deliver and Support Services Part 1
              26 min
              23: How to Create, Deliver and Support Services Part 2
              20 min
              24: Course Summary & Exam Tips
              6 min
              View all course details

              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: Using Value Streams to Release a New Service Part 1

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

              07: 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

              08: Service Design Practice

              • Purpose
              • Scope
              • Practice Success Factors

               09: Software Development & Management Practice

              • Purpose
              • Scope
              • Lifecycle Coverage
              • Practice Success Factors

              10: Deployment Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              11: Release Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              12: Service Validation & Testing Practice

              • Purpose
              • Scope
              • Practice Success Factors

              13: Change Enablement Practice

              • Purpose
              • Scope
              • Practice Success Factors

              14: User Support Value Stream Steps 1 to 3

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

              15: User Support Value Stream Steps 4 to 7

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

              16; Monitoring and Event Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              17: The Service Value Stream Practice

              • Purpose
              • Scope
              • Practice Success Factors

              18: Incident Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              19: Problem Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              20: Knowledge Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

              21: Service Level Management Practice

              • Purpose
              • Scope
              • Practice Success Factors

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

              • Coordinate
              • Prioritize
              • Structure Work

              23: How to Create Deliver and Support Services Part 2

              • Sourcing
              • Selecting Vendors
              • Integrating Suppliers

              24: Course Summary & Exam Tips

              View all course details

              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.

              View all course details

              PeopleCert Accreditation

              GogoTraining is a PeopleCert Accredited Training Organization (ATO) and the Drive Stakeholder Value course is fully Accredited by AXELOS and PeopleCert and taught by Globally Recognized ITSM Leader, Dr. Suzanne Van Hove. 

              Course Goal

              The goal of the course is to enable professionals to gain an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners in order to enhance the performance of their organization.

              Is This Course For You?

              If you are an IT Leader, ITSM Practitioner or a member of the ITIL Support Team, then this course is for you.

              Key Features

              •   Lifetime Course Access
              •   Instructor Support to Answer Your Questions
              •   Exam Fee Included
              •   Take2 Exam Included If Required
              •   AXELOS Official Publication Included

              Course Overview

              In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers and partners.  Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.

              Continuing Education Credits

              • 20 PUDs for Self-Paced Learning
              • PeopleCert Accredited Letter of Course Attendance
              • AXELOS Accredited Training Partner

              How to Achieve the ITIL 4 Managing Professional Designation

              The ITIL 4 Specialist: DSV Certification is one of the four ITIL 4 Managing Professional courses required for individuals to take in order to achieve the ITIL 4 Managing Professional designation.  The ITIL 4 Managing Professional Designation enables ITSM Professionals to successfully run IT-enabled services and teams.  It also helps professionals understand the impact and value of agile and lean work processes and how to effectively embrace them in their organization.

              In addition to DSV you will need to complete Create, Deliver and Support (CDS), High-Voltage IT (HVIT) and Direct, Plan and Improve (DPI) to achieve your Managing Professional Designation.

              Prerequisites

              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.

              Contact Us

              We look forward to having you join the GogoTraining Family and achieve your DSV Certification.  If you need more than one course or have a group to train, please contact us.

              View all course details
              Video Title
              Length
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              00: Introduction
              12 min
              01: Concept of Customer Journey
              15 min
              Exercise: Customer Journey
              2 min
              02: Design & Improve Customer Journeys
              25 min
              03: Step 1: Explore
              11 min
              04: Marketing Activities & Techniques
              13 min
              05: Customer Needs and Factors that Affect Them
              19 min
              06: Identify Service Providers & Value Proposition
              6 min
              07: Step 2: Engage
              13 min
              08: Supplier & Partner Relationship Types
              19 min
              09: Managing Suppliers and Partners
              11 min
              Exercise: Service Relationships
              1 min
              10: Develop Customer Relationships; Analyze Customer Needs
              29 min
              11: Communicate & Collaborate
              10 min
              12: Relationship Management Practice
              11 min
              13: Supplier Management Practice
              15 min
              14: Step 3: Offer
              20 min
              15: Methods for Designing Service Experiences
              19 min
              16: Approaches for Selling and Obtaining Services
              10 min
              17: Requirement Management
              16 min
              18: Business Analysis Practice
              8 min
              19: Step 4: Agree
              11 min
              20: Negotiate & Agree
              10 min
              21: Service Level Management Practice
              19 min
              22: Step 5: Onboard
              9 min
              23: Fostering User Relationships
              7 min
              24: Enabling Users for Service Use
              7 min
              25: Elevate Mutual Capabilities
              5 min
              26: Prepare Onboard/Offboard Plans
              21 min
              27: User Engagement & Delivery Channels
              8 min
              28: Service Catalog Management Practice
              11 min
              29: Service Desk Practice
              17 min
              30: Step 6: Co-Create
              12 min
              31: Triaging User Requests, Moments of Truth
              13 min
              32: User Communities
              5 min
              33: Encouraging Customer/User Feedback
              4 min
              34: Service Request Management Practice
              6 min
              35: Step 7: Realize
              9 min
              36: Measuring Service Usage & Satisfaction
              8 min
              37: Methods to Track/Monitor Service Value
              11 min
              38: Charging Mechanisms
              7 min
              39: Validate Service Value, Report Service Outcomes
              12 min
              Exercise: Measuring Value Realization
              1 min
              40: Evaluate & Improve Customer Journey
              3 min
              41: Portfolio Management Practice
              12 min
              42: Course Summary
              6 min
              View all course details

              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: Triaging User Requests, Moments of Truth

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

              32: User Communities

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

              33: Encouraging Customer/User Feedback

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

              34: Service Request Management Practice

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

              35: Step 7: Realize

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

              36: Measuring Service Usage & Satisfaction

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

              37: Methods to Track/Monitor Service Value

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

              38: Charging Mechanisms

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

              39: Validate Service Value, Report Service Outcomes

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

              Exercise: Measuring Value Realization

              40: Evaluate & Improve Customer Journey

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

              41: Portfolio Management Practice

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

              42: Course Summary

              View all course details

              What is High-Velocity IT?

              In ITIL 4 High Velocity IT is about creating an environment where people immediately adapt when new business proceses, plans and services are agreed, developed and deployed.  It is about enabling digital organizations to function effectively and efficiently in high-velocity environments.  By engaging these perspectives organizations can more effectively begin and continue on their digital journey.  The HVIT course covers all of the activities in the Service Value Chain (SVC) from the perspective of:

              • How to exploit disruptive technologies?
              • How do I go fast?

              Disruptive Technologies

              HVIT looks at the disruptive technologies from 3 perspectives:

              • What are the disruptive technologies?
              • How the ITIL practices relate to them?
              • How can you exploit the disruptive technologies?

              The Agile, Lean & DevOps Connection

              The underlying principal of HVIT is how to exploit disruptive technologies and how do I incorporating the Agile, Lean and DevOps principles that have been around for some time and how to use them to deliver the service functionality that needs to be there. 

              Who Should Take HVIT?

              The ITIL 4 HVIT course is one of the four required courses for individuals seeking their ITIL 4 Managing Professional Certification.  The  ITIL 4 Managing Professional module is for designed specifically for individuals involved in organizational digital transformation.  It is also helpful for individuals  involved in IT Management and Service Management roles.  

              With the HVIT Certifications you will learn how to:

              • Recognize and manage complex adaptive systems
              • Bridge the development and operations gap
              • Improve performance with Lead, Agile and DevOps methods
              • Increase the speed and quality of services
              • Make value-creating digital and IT investments

              Who Can Take the HVIT Course & Exam?

              In order to take the HVIT course students must hold the ITIL 4 Foundation Certification and have completed an accredited ITIL 4 HVIT course and have the required Letter of Attendance from an Accredited Training Provider.  GogoTraining is an ITIL Accredited Training Provider and the HVIT course on GogoTraining is Accredited by PeopleCert.

              Individuals who hold the Managing Professional Certification via the ITIL 4 Managing Professional Transition course are also qualified to take the HVIT course.

              View all course details
              Video Title
              Length
              Meet Your Instructor Dr. Suzanne Van Hove
              4 min
              00: Introduction
              9 min
              01: HVIT Terms
              21 min
              02: HVIT Objectives
              19 min
              03: HVIT & The Four Dimensions
              14 min
              04: HVIT & The SVS/SVC
              20 min
              05: HVIT & Digital Product Lifecycle
              7 min
              06: HVIT Principles, Models and Objectives
              10 min
              07: Purpose Models
              16 min
              08: People Models
              9 min
              09: Progress Models
              20 min
              10: Progress Models Part 2
              14 min
              11: Key Characteristics of HVIT
              17 min
              12: Ensuring Valuable Investments
              19 min
              Exercise: Ensuring Valuable Investments
              1 min
              13: Portfolio Management Practice
              14 min
              14: Relationship Management Practice
              13 min
              Exercise: Valuable Investment Practices
              1 min
              15: Ensuring Fast Development
              22 min
              16: Continuous Integration/Delivery/Deployment
              12 min
              Exercise: Ensuring Fast Development
              1 min
              17: Architecture Management Practice
              13 min
              18: Business Analysis Practice
              11 min
              19: Deployment Management Practice
              21 min
              20: Service Validation & Testing Practice
              19 min
              21: Software Development & Management Practice
              22 min
              Exercise: Fast Development Practices
              1 min
              22: Ensuring Resilient Operations Part 1
              15 min
              23: Ensuring Resilient Operations Part 2
              19 min
              Exercise: Ensuring Resilient Operations
              1 min
              24: Availability Management Practice
              23 min
              25: Capacity & Performance Management Practice
              12 min
              26: Monitoring & Event Management Practice
              18 min
              27: Problem Management Practice
              19 min
              28: Service Continuity Management Practice
              20 min
              29: Infrastructure and Platform Management Practice
              10 min
              Exercise: Resilient Operations Practices
              1 min
              30: Ensuring Co-Created Value
              8 min
              Exercise: Ensuring Co-Created Value
              1 min
              31: Service Design Practice
              14 min
              32: Service Desk Practice
              16 min
              Exercise: Co-Created Value Practices
              1 min
              Exercise: Ensuring Assured Conformance
              1 min
              33: HVIT Summary
              12 min
              Course Survey
              View all course details

              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

              Exercise: Ensuring Assured Conformance

              Module 33: HVIT Summary

              • HVIT Key Behaviors
              • HVIT Objectives
              • Keys to HVIT
              • HVIT Learning Outcomes
              • Exam Preparation
              View all course details

              Get Started Learning

              ITIL 4 Unlimited Today!

              Dr. Suzanne Van Hove

              Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

              Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

               

              Transcript

              This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript, or print a course completion certificate.

              Certificate of Completion

              When you complete this course you will receive a Course Completion Certificate Download Link so you can print and/or email your Certificate of Completion.

              Sample of Certification of Completion

              QA Forum

              When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.