The ITIL® 4 Leader: Digital and IT Strategy (DITS) course equips learners with a thorough understanding of how to develop and execute digital and IT strategies. With a focus on the DITS module of ITIL® 4, the course covers key concepts, principles, and methods for creating strategies that align with business goals. Participants will explore how to take a comprehensive approach to digital and IT strategy, including analyzing markets, engaging stakeholders, and co-creating value. They will also learn about the governance and management of these strategies, along with the principles and practices of organizational change management.
Course Outline
Lesson 1: Introduction
- IT Service Management in the Modern World
- About ITIL® 4
- Structure of ITIL® 4
Lesson 2: Key Concepts of Service Management
- What is Service Management?
- Value and Value Co-Creation
- Organisations
- Service Providers
- Service Consumers
- Stakeholders
- Products and Services
- Service Offerings
- Service Relationships
- Value: Outcomes, Costs, and Risks
- Utility and Warranty
Lesson 3: Four Dimensions of Service Management
- Introduction
- Four Dimensions Model
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors
Lesson 4: ITIL® Service Value System
- Service Value System (SVS)
- Silos
Lesson 5: ITIL® Guiding Principles
- Guiding principles
- Seven 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
- Optimise and Automate
- Interaction Between Principles
Lesson 6: Service Value Chain
- Value Chain Activities
- Plan
- Improve
- Engage
- Design and Transition
- Obtain or Build
- Deliver and Support
Lesson 7: Management Practices
- Introduction to Management Practices
- ITSM and High-Velocity Service Management
- General Management Practices
- Continual Improvement
- Information Security Management
- Relationship Management
- Supplier Management
Lesson 8: Service Management Practices
- Change Control
- Incident Management
- IT Asset Management
- Monitoring and Event Management
- Problem Management
- Release Management
- Service Configuration Management
- Service Desk
- Service Level Management
- Service Request Management
Lesson 9: Technical Management Practices
- Deployment Management
