ITIL is the world’s most widely recognized framework for IT enabled services. It supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs. ITIL provides comprehensive, practical and proven guidance for establishing a service management system. It also provides a common language for businesses using IT-enabled services.
Understand the key concepts of ITIL service management.
The ITIL Guiding Principles, enabling organizations to adopt and adapt to the ITIL service management framework.
The purpose and components of the ITIL Service Value System.
The activities of the Service Value Chain.
Various ITIL practices and how they contribute the Service Value Chain activities.
Understand how customers journeys are designed
Knowing how to target markets and stakeholders
Developing and fostering stakeholder relationships
Knowing how to collaborate effectively for ensured value creation
Aligning expectations and agreed upon service details to services delivered
Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT.
Understanding the digital product lifecycle in terms of the ITIL operating model.
Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high-velocity IT.
Know how to contribute to achieving value with digital products.
Understand the key concepts of direction, planning, improvement.
Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context.
Understand the role of Governance, Risk and Compliance and know how to integrate the principles and methods into the service value system.
Understand and know how to use the key principles and methods of continual improvement for all types of improvements.
Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement.
Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities.
Understand how to leverage digital strategy to react to digital disruption.
Understand the relationship between the concepts of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value.
Understand how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technology.
Understand strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence.
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