ITIL 4 Unlimited Career Path Courses:

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.

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 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

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.

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 - Recommended Reading Chapter 1 ITIL 4 Foundation Book
11 min
03: Key Concepts - Recommended Reading Chapter 2 ITIL 4 Foundation Book
7 min
04: Services Defined
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: Critically of Value
5 min
Quiz #1
10: The Dimensions of Service Management - Recommended Reading Chapter 3 ITIL 4 Foundation Book
8 min
11: Information & Technology
7 min
12: Partners & Suppliers
7 min
13: Value Streams and Processes
6 min
14: ITIL’s Service Value System (SVS) - Recommended Reading Chapter 4.1, 4.2, 4.4, 4.6 and 4.7 ITIL 4 Foundation Book
8 min
Quiz #2
15: SVS Components
6 min
16: Overview of ITIL’s Service Value Chain - Recommended Reading Chapter 4.5 ITIL 4 Foundation Book
6 min
Quiz #3
17: SVS – Plan
3 min
18: SVS - Improve
2 min
19: SVS - Engage
3 min
20: SVS - Design & Transition
2 min
21: SVS – Obtain/Build & Deliver & Support
5 min
Quiz #4
22: ITIL’s 7 Guiding Principles - Recommended Reading Chapter 4.3 ITIL 4 Foundation Book
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 - Recommended Reading Chapter 5 ITIL 4 Foundation Book
7 min
Quiz #7
28: General Management Practices - Recommended Reading Chapter 5.1 ITIL 4 Foundation Book
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) - Recommended Reading Chapter 5.2 ITIL 4 Foundation Book
7 min
33: SMP Change Enablement
8 min
Quiz #9
Quiz #10
34: SMP Incident Management
8 min
Quiz #11
35: Problem Management
12 min
Quiz #12
Quiz #13
36: SMP Service Requests Management
9 min
Quiz #14
37: SMP The Service Desk
10 min
Quiz #15
38: Service Level Management (SLM)
8 min
Quiz #16
39: Information Analysis for SLM
4 min
40: Technical Management Practices & Read Chapter 5.3 of the ITIL 4 Foundation Book
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 and Introduction

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

Module 03: Key Concepts

  • 15 Terms
  • Practical Application
  • Axel Car Hire

Module 04: Services Defined

  • 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: 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: ITIL’s Service Value System (SVS) 
The Objectives
The Purpose
Overview

Module 15: SVS 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: SVS – Plan

  • The Purpose
  • What’s Included

Module 18: SVS - Improve

  • The Purpose
  • What’s Included

Module 19: SVS - Engage

  • The Purpose
  • What’s Included

Module 20: SVS - Design & Transition

Module 21: SVS – 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: SMP Change Control

  • The Definition
  • The Importance of Change Control
  • Emergency Change

Module 34: SMP Incident Management

  • The Definition
  • The Purpose
  • The Process

Module 35: Problem Management

  • The Purpose
  • The Definition
  • Phases

Module 36: SMP Service Requests Management

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

Module 37:  SMP 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 SLM

  • 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

The ITIL 4 Executive Reveiw 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 Reveiw 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.  Suzanne and Doug's accomplishments are noted below.  If you want to learn with the best, then Suzanne and Doug are the instructors 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.
  • 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 conributing 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 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

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’s 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
  • You MUST hold the ITIL V3 Foundaiton Certificate
  • 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

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

Module 01: Foundation

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

Module 02: Foundation 

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

Module 03: Foundation

  • Introduction
  • Service Value System (SVS)
  • Service value chain (SVC)

Module 04: Foundation

  • Introduction
  • 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 05: Foundation

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

Module 06: Direct, Plan & Improve

  • Scope and Strategic Planning
  • Cascading Objectives
  • Policies, Controls and Guidelines
  • Compliance and Decision-Making Authorities

Module 07: DPI 

  • Risk Management and Governance
  • Governance and DPI

Module 08: DPI

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

Module 09: DPI

  • All About Communication
  • Feedback Channels

Module 10: DPI

  • DPI Summary
  • DPI Sample Exam Questions
  • DPI Exercise

Module 11: CDS

  • Organizational Structures
  • Collaboration vs. Cooperation
  • All about Teams (Competencies, Culture)

Module 12: CDS

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

Module 13: CDS

  • Measuring and Reporting
  • Continual Improvement

Module 14: CDS

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

Module 15: CDS

  • Value Streams for a New Service
  • Value Stream for User Support

Module 16: CDS

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

Module 17: CDS

  • CDS Summary
  • CDS Sample Exam Questions
  • CDS Exercise

Module 18: DSV

  • Customer Journey
  • Benefits

Module 19: DSV

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

Module 20: DSV

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

Module 21: DSV

  • Design for Onboarding
  • Selling and Procuring

Module 22: DSV

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

Module 23: DSV

  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

Module 24: DSV

  • Ongoing Service Interactions
  • Service Requests
  • Moments of Truth & Intelligent Disobedience
  • User Communities and User Feedback

Module 25: DSV

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

Module 26: DSV

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

Module 27: DSV

  • DSV Summary
  • DSV Sample Exam Questions
  • DSV Exercise

Module 28: HVIT

  • HVIT Terms
  • Digital Transformation

Module 29: HVIT

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

Module 30: HVIT

  • Four Dimensions
  • PESTLE
  • Service Value System

Module 31: HVIT

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

Module 32: HVIT

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

Module 33: HVIT

  • People: Safety Culture
  • Progress: Complex Environments

Module 34: HVIT

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

Modules 35: HVIT

  • HVIT Summary
  • HVIT Samples Exam Questions
  • HVIT Exercise

Module 36: 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

ITIL 4 Leader Digital and IT Strategy

This course focuses on the importance and challenges of creating an appropriate digital strategy to enable the success of businesses and how it can (and should) be integrated to 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 to the very strategic level among companies and business leaders. 

    Course Features

    • This course is taught by ITIL Expert and IT Service Mangement 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 on-demand so you have complete flexibility to train when you have time to train.  Watch it as many times and you would like to and ask questions.  You are not limited to a short classroom experience.  Dr. Van Hove is there to support you while you complete the course.
    • 1 Year Course Access
    • Course Materials
    • Graded Exercises
    • Sample Exams
    • Exam Advice
    • Mobile Device Enabled

    Who Should Take This Course?

    This course is designed for:

    • IT Service Managers
    • Experienced professionals looking to advanced their career in Service Management
    • Seasoned Project Managers and Business Analysts who want to learn about IT Strategy

    The ITIL 4 Digital and IT Strategy course is one of two modules that makes up the ITIL 4 Strategic Leader Certification.  When you complete this course and the ITIL 4 Direct, Plan and Improve course and achieve both certifications, you will have achieved the ITIL 4 Strategic Leader designation.

     

    View all course details
    Video Title
    Length
    View all course details

    Guiding principles and DITS

    • Apply the ITIL guiding principles to all aspects of DITS

    DITS Key Concepts Applied to Strategy

    •  Understand ‘digital’ concepts – digital technology, digital business, digital organization, digital transformation, digitization
    •  Differentiate between product and service management, digital and IT strategies, business strategies and business models
    •  Apply DITS principles to the service value system (SVS)

    DITS and Environmental Analysis

    •  Apply the SVS and the service value chain to markets that are digitally transforming
    •  Use PESTLE and the four dimensions to analyze the environment

    DITS, Digital Disruption, Organizational Viability

    •   Explain how the concepts of agile, resilient, lean, continuous, and co-creation define organizational viability
    •   Explain and apply VUC
    •   Explain the three levels of digital disruption
    •   Explain the factors that influence an organization’s market position
    •   Use a digital positioning tool

    Achieving Customer/Market Relevance and Operational Excellence

    • Define and apply the various approaches to achieve customer/market relevance
    • Show the relationship between the four dimensions and operational excellence
    • Discuss and apply the financial aspects of DITS (policies, portfolios, funding, charging, balancing innovation and operations)

    DITS, Risk, and Opportunities

    • Apply risk management to digital organization
    • Within DITS, identify and assess risk
    • Explain how to balance risk and opportunity (risk posture)
    • Managing innovation – what is it and how do you develop an innovation culture?

    Creating a Digital Strategy

    • Using a digital readiness assessment
    • Communicating a vision and strategy
    • Using business cases within DITS

    Implementing a Digital Strategy

    • Define operating models for a digital organization
    • Digital leadership skills/capabilities
    • Coordinate and implement strategy (large-scale, incremental, mergers/acquisitions, individual change)
    • Apply a parallel operating model (POM)
    • Assessing success of a DITS
    • Define and explain digital transformation activities

     

    View all course details

    All students must have a minimum of three (3) years IT Mamagerial 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, then you only need to take this course, DITS, to achieve 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.

    View all course details

    The ITIL 4 Specialist:  Create Deliver and Support course focusses on how IT teams can ensure that the services they deliver meet the demands of their customers, how they improve and evolve as the environment changes all while providing value to the customer.  By taking this course you will learn:

    • How to improve established practices
    • How services are developed
    • How users are supported with value streams
    • How to increase service efficiency
    • How to create effective work flows
    • How to use new technologies and approaches to create a culture that is geared towards success

    This certification is designed for IT practitioners and leaders who want learn how to improve service management methods and enhance the efficiency of IT enabled digital products and services.  The course is designed to present a practical look at the creation and management of effective services including designing and improving the value streams of new and existing services.

    Course Features

    • 5 Modules/25 Lessons
    • Video Tutorials
    • Study Guides
    • Quizzes
    • 18 Hours of Study

    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.

    Why Should You Take This Course?

    In today's world IT organizations need to focus on creating and delivering value to the organization and that means integrating new and innovative technologies such as robotics, AI, machine learning and advanced analytics.  The Create, Deliver and Support course teaches you how to plan and manage all resources into effective value streams and integrate them all together.  A must in the world we live in today.  

    View all course details
    Video Title
    Length
    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

    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.

     

    ITSM Zone

    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.