Plan szkolenia
1. ITIL 4 Foundation • Understand the key concepts of service management
including service relationships
• Understand how the ITIL guiding principles can help an
organization adopt service management, and also the nature,
use, and interaction of the guiding principles
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL
service value system
• Understand the activities of the service value chain
(SVS) and how these activities interconnect
2. ITIL Specialist: Create Deliver and Support
• Understand how to plan and build a service value stream to
create, deliver, and support services
• Learn how the relevant ITIL practices contribute to creation,
delivery and support across the SVS and value streams
• Understand how to create, deliver and support services
3. ITIL Specialist: Drive Stakeholder Value
• Understand how customer journeys are designed
• Learn how to foster stakeholder relationships
• Learn how to shape demand and define service offerings
• Learn how to onboard and offboard customers and users
• Learn how to act together to ensure continual value cocreation (service consumption and provisioning)
• Learn how to realize and validate service value
4. ITIL Specialist: High-Velocity IT
• Understand concepts regarding the high-velocity nature of
the digital enterprise, including the demand it places on IT
• Understand 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
5. ITIL Strategist: Direct, Plan and Improve
• 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,
also how to integrate these principles and methods into the
service value system
• Understand how to use the key principles and methods
of Communication and Organizational Change
Management to direct planning and improvement