This course has been created to help IT service management practitioners working in organizations that are becoming more digitally enabled. You should be familiar with traditional IT service management concepts, and now want to be able to discuss digital with more confidence, to develop practical
competences, and to be valued contributor in the digital domain.
Course dates and course fee may be subjected to changes.
Course Outline
Lesson 1: The Nature of High-Velocity In A Digital World
- Overview of the key ITIL 4 high-velocity terminology
- Understand when the transformation to high velocity IT is desirable and feasible
- Understand the five objectives associated with digital products
Lesson 2: ITIL Operating Model –Digital Product Lifecycle
- The four dimensions of service management
- The ITIL service value system
- The service value chain
- The digital product lifecycle
Lesson 3: Fundamental Concepts For Delivering HVIT
- Understand the following concepts:
- Ethics
- Safety culture
- Toyota Kata
- Lean / Agile / Resilient / Continuous
- Service-dominant logic
- Design thinking
- Complexity thinking
- Use the principles, models and concepts to contribute to:
- Help get customers’ jobs done
- Trust and be trusted
- Commit to performance
- Deal with uncertainty
- Improve by being inquisitive
Lesson 4: Achieving Value With Digital Products
- Know how the service provider ensures valuable investments are achieved
- Know how to use the following practices to contribute to achieving valuable investments
- Know how the service provider ensures fast deployment is achieved
- Know how to use practices to contribute to achieving fast deployment
- Software development and management
- Know how the serviceprovider ensures resilient operations are achieved
- Know how to use the following practices to contribute to achieving resilient operations
- Know how the service provider ensures co-created value is achieved
- Know how to use practices to contribute to achieving co-created value with the service consumer
- Know how the service provider ensures assured conformance is achieved
- Know how to use practices to contribute to achieving assured conformance
