ITIL® Certification

This ITIL® 4 Strategist: Direct, Plan and Improve DPI course provides you with a comprehensive knowledge of the most popular ITIL® framework and its role in ITSM. Attending this course will enable you to see IT service management through an end-to-end operating model. The course covers the following topics:

Course Outline

Module 1: Introduction and Key Concepts

• Direct, Plan, and Improve
• Scope of Control
• Direction
  • Mechanisms for Direction
  • Policies
  • Guidelines
  • Risks
  • Controls
• Planning
  • Strategy and Strategic Planning
  • Tactics and Tactical Planning
  • Operations and Operational Planning
  • Methods
• Improvement
  • The Role of Measuring and Reporting.
  • Operating Model
  • Operating Model – The ITIL Service Value Chain
  • Mapping Operating Models
  • Applying the Guiding Principles
• Value, Outcomes, Costs, and Risks in DPI

Module 2: Strategy and Direction

• Cascading Objectives
• Cascading Requirements
• Defining the Structures and Methods Used to Direct Behaviors and Make Decisions
• Governance Structures Used for Decisions-making
• Key Governance Structures and their Roles
• Governance Structures Used for Decisions-making
• Governance and the Service Provider
• Placing Decision-making at the Right Level
• Impacts of Governance on DPI
• Role of Risk Management in DPI
• Role of Risk and Risk Management in Planning and Improvement
• Portfolio Management
• Building, Communicating, and Advocating
• A Simple Business Case Structure
• Effective Policies
• Effective Controls
• Effective Guidelines

Module 3: Assessment and Planning

• Basics of Assessment
• Effective Assessment
• Types of Assessment
• Assessment Objectives
• Collection of Current State Data or Other Evidence
• Choosing an Assessment Method
• Assessment Methods and their Outputs
• Gap Analysis
• SWOT Analysis
• Change Readiness Assessment
• Customer/User Satisfaction Analysis
• SLA Achievement Analysis
• Benchmarking
• Maturity Assessments
• Defining Assessment Objectives and Criteria

Module 4: Introduction to Value Stream Mapping

• Introduction to Value Stream Mapping
• Lean
• Avoiding Local Optimisation
• Value of Value Stream Mapping
• Developing a Value Stream Map
• Types of Waste
• Muda Subcategories
• Developing a Value Stream Map
• Increasing the Detail in Value Stream Maps
• Typical Mistakes in Value Stream Mapping

Module 5: Measuring and Reporting

• Basics of Measuring and Reporting
• Developing a Value Stream Map
• Defining and Using Measurements and Reporting
• Reasons for Measuring
• Types of Measurements
• Measurement Cascades and Hierarchies
• Planning and Evaluation Model
• Balanced Scorecard
• IT component-to-Scorecard Hierarchy
• IT component-to-Scorecard Hierarchy: The Metric Tree
• Organisational Improvement Cascade
• Success Factors and KPIs
• Leveraging SMART
• KPIs Influence Behaviour

Module 6: Measurement and the Four Dimensions

• Measurement of Organisation and People
• Measurement of Information and Technology
• Measurement of Partners and Suppliers
• Measurement of Value Streams and Processes
• Lagging and Leading Indicators
• Process Metrics
• Flow Efficiency

Module 7: Continual Improvement

• Creating a Continual Improvement Culture
• Continual Improvement of the Service Value Chain and Practices
• Continual Improvement in Organisations
• Continual Improvement Model
• What is the Vision?
• Visions for Planned Improvements
• Where are We Now?
• Assessments
• Where do We Want to Be?
• Prioritising and Scoping Outcomes
• Making the Business Case and Reaching an Agreement
• Creating an Action Plan
• Working Iteratively
• Conducting an Improvement Review
• Identifying Additional Improvement Opportunities
• Using Measurement and Reporting in Continual Improvement

Module 8: Communication and Organisational Change Management (OCM)

• Communication Principles
• Communication is a Two-Way Process
• Method of Communication
• Message is in the Medium
• Defining and Establishing Feedback Channels
• Identifying and Communicating with Stakeholders
• Stakeholder Mapping

Module 9: Basic of Organisational Change Management (OMC)

• Basics of OCM
• Essentials for Successful Improvement
• OCM Throughout Direction, Planning and Improvement
• OCM and Direction
• OCM and Planning
• OCM and Improvement
• OCM Throughout the Service Value Chain
• Feedback and Metrics
• Actions

Module 10: Developing a Service Value System

• Adopting the Guiding Principles
• Centre of Excellence for Service Management
• Four Dimensions of Service Management in the SVS
• Establish Effective Interfaces Across the Value Chain
• Partners and Suppliers in the SVS
• Value Streams and Processes in the SVS
• Focus on Value Streams
• Relationship Between Value Streams and Practices
• Designing a Workflow
• Considerations for Efficient Design
• Theory of Constraints
• Kanban Technique for Managing Work

This ITIL® 4 Specialist: Create Deliver and Support CDS course provides you with a comprehensive knowledge of the most popular ITIL® framework and its role in ITSM. Attending this course will enable you to see IT service management through an end-to-end operating model. The course covers the following topics:

Course Outline

Module 1: Understand the Concepts and Challenges Across the Service Value System

• Organisational Structures
• Employee Satisfaction
• Building Effective Teams – Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Generalist or ‘T-shaped’ Models
• Developing a Broad Set of Competencies
• Developing Team Culture – What is Team Culture?
• What does Cultural Fit Mean and Why is it so Important?
• How to Develop and Nurture Good Team Culture?
• A Continual Improvement Culture
• Align with the Type of Work
• Learn Through Collaboration
• Servant Leadership
• Customer Orientation: Putting the Customer First
• Customer Experience
• Positive Communication
• Communication Principles

Module 2: Understand How to Use a ‘Shift-Left’ Approach

• Shift-Left Approach
• Building a Shift-Left Approach

Module 3: Know How to Plan and Manage Resources in the Service Value System

• Workforce Planning and Management
• Results-Based Measuring and Reporting
• Results-Based Approach
• Challenges

Module 4: Understand the Use and Value of Information and Technology Across the Service Value System

• Integration and Data Sharing
• Integration Topologies
• Integration Approaches
• Reporting and Advanced Analytics
• Data Analytics
• Big Data
• Collaboration and Workflow
• Tools and Capabilities
• Robotic Process Automation
• RPA Technologies
• Artificial Intelligence
• Architectural Considerations
• Application and Value
• Machine Learning
• Supervised Learning
• Benefits and Limitations of Machine Learning
• Continuous Integration, Continuous Delivery and Continuous Deployment (CI/CD)
• Goals and Value Measurement
• CI/CD Pipeline
• Aligning CI/CD with ITIL
• How Would ITIL Deploy a Change?
• CI/CD Does Not Suit Every Situation
• Value of an Effective Information Model
• Anatomy of an Information Model
• Integrated Service Management Toolsets

Module 5: Know How to Use a Value Stream to Design, Develop, and Transition New Services

• Value Streams to Create, Deliver and Support Services
• ITIL Service Value Streams
• Structure of an ITIL Service Value Stream
• Value Streams and Organisations
• Value Stream Considerations
• Designing a Service Value Stream
• Describing a Step of a Value Stream
• Value Stream Mapping
• Key Metrics When Analysing a Value Stream
• Process Timing
• Simple Representation of a Value Stream
• Complex Representation of a Value Stream
• Model Value Streams for Creation, Delivery, and Support
• Development of a New Service
• Design Considerations
• Journey from Demand to Value
• Development of a New Service
• Demand and Value
• Step 1: Acknowledge and Document the Service Requirements
• Step 2: Decide Whether to Invest in the New Service
• Step 3: Design and Architect the New Service to Meet Customer Requirements
• Step 4: Build, Configure, or Buy Service Components
• Step 5: Deploy Service Components in Preparation for Launch
• Step 6: Deliver and Support Within the Service Value Chain

Module 6: Know How ITIL Practices Contribute to a Value Stream for a New Service

• Service Design
• Software Development and Management
• Deployment Management
• Release Management
• Service Validation and Testing
• Change Enablement

Module 7: Know How ITIL Practices Contribute to a Value Stream to Provide User Support

• Restoration of a Live Service
• Design Considerations
• Demand and Value
• Journey from Demand to Value
• Restoration of a Live Service
• Step 1: Acknowledge and Register the User Query
• Step 2: Investigate the Query, Reclassify it as an Incident, and Attempt to Fix it
• Step 3: Obtain a Fix from the Specialist Team
• Step 4: Deploy the Fix
• Step 5: Verify that the Incident has been Resolved
• Step 6: Request Feedback from the User
• Step 7: Identify Opportunities to Improve the Overall System

Module 8: Know How ITIL Practices Contribute to a Value Stream for User Support

• Service Desk
• Incident Management
• Problem Management
• Knowledge Management
• Service Level Management
• Monitoring and Event Management

Module 9: Understand How to Co-Ordinate, Prioritise and Structure Work and Activities to Create, Deliver and Support Services

• Why Do We Need to Prioritise Work?
• Managing Work as Tickets
• Prioritisation and Demand Management
• How to Prioritise Work?
• Swarming
• Commercial and Sourcing Considerations
• Build or Buy’ Considerations
• Commodification
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Options and Models
• Outsourcing Considerations
• Service Integration and Management

This ITIL® 4 Specialist: Drive Stakeholder Value DSV course provides you with a comprehensive knowledge of the most popular ITIL® framework and its role in ITSM. Attending this course will enable you to see IT service management through an end-to-end operating model. The course covers the following topics:

Course Outline

Module 1: Introduction

• ITIL4 DSV and the Value Chain
• Drive Stakeholder Value – Introduction

Module 2: Understanding characteristics of markets

• Understanding Markets
• Market Segmentation
• Characteristic-Based Market Segmentation
• Needs-Based Market Segmentation
• Identifying and Analysing Service Consumers

Module 3: Understand Marketing Activities and Techniques

• Targeting Markets
• Value Propositions
• Marketplace and the Marketspace
• Personalising and Profiling
• Targeted Marketing
• AIDA Model
• Brand and Reputation
• Sustainability and the Triple Bottom Line
• Importance of Existing Customers

Module 4: Know How to Develop Customer Relationships

• Building of Trust and Relationships
• Understanding Service Provider Capabilities
• Understanding Customer Needs
• Understanding Value Drivers
• Value Drivers
• Example of a Value Driver Framework
• How Service, Services Interactions, Service Offerings, Products and Resources Are Related
• Assessing Mutual Readiness and Maturity
• Types of Maturity Assessment in the Engage Step
• Managing Suppliers and Partners
• Relationship Management: Service Integrator Activities
• Supplier Management Practice

Module 5: How to Collect, Specify and Prioritise Requirements from a Diverse Range of Stakeholders

• Specifying and Managing Customer Requirements
• Roles and Responsibilities
• Managing Requirements
• Minimum Viable Product – MVP
• User Stories and Story Mapping
• MoSCoW Method
• Weighted Shortest Job First

Module 6: Understand Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven and User Centred Service Design

• Designing Service Offerings and User Experience
• Lean Thinking
• Agile Product and Service Development
• User-Centred Design and Service Design Thinking
• Service Blueprinting
• Design for Onboarding

Module 7: Understand Approaches for Selling and Obtaining Service Offerings

• Selling and Obtaining Service Offerings
• Pricing
• Internal Sales
• External Sales
• Business Analysis Management Practice

Module 8: Know How to Negotiate and Agree Service Utility, Warranty, and Experience

• From Service Consumer Needs to Agreement
• SLA Content and Structure
• Service Level Management Practice
• Negotiating and Agreeing Service Utility, Warranty, and Experience

Module 9: Understand the Ways of Relating with Users and Fostering User Relationships

• Relating to Users and Fostering Relationships
• Fostering Relationships with Corporate Users
• Fostering Relationships with Individual Service Consumers
• Providing User Engagement and Delivery Channels
• Seamless User Journey with Omnichannel Management
• Examples of Omnichannel Challenges That Have to be Considered by Service Providers
• Enabling Users for Services
• Offboarding Customers and Users
• Customer Offboarding
• User Offboarding
• Service Catalogue Management Practice
• Service Desk Management Practice

Module 10: Understand How Users Can Request Services

• On-Going Service Interactions
• Service Requests
• Service Desk Interactions
• When Things go Wrong
• Moments of Truth
• Intelligent Disobedience
• Customer and User Feedback
• Challenges and Solutions for Continual Customer and User Feedback

Module 11: Understanding the Concept of User Communities

• Nurturing User Communities
• Super-Users
• Service requests

Module 12: Understand Methods to Track and Monitor Service Value

• Tracking Value Realisation
• Tracking Performance, Output, and Outcome
• Tracking Experience and Satisfaction
• Tracking Service Usage
• Assessing and Reporting Value Realisation
• Evaluating Value Realisation and Improving Customer Journeys
• Evaluation and Verification
• Continual Improvement
• Tracking, Assessing, and Evaluating Outcomes

Module 13: Understanding Charging Mechanisms

• Charging and Billing
• Portfolio Management
• Drive Stakeholder Value – Conclusion

This ITIL® 4: Digital and IT Strategy DITS course provides you with a comprehensive knowledge of the most popular ITIL® framework and its role in ITSM. Attending this course will enable you to see IT service management through an end-to-end operating model. The course covers the following topics:

Course Outline

Module 1: Introduction to ITIL4: Digital and IT Strategy (DITS)

• About ITIL4: DITS
• Continual Improvement Model
• ITIL Practices That Interact with ITIL4: DITS
• Digital and IT Strategy Context
• Governance and Management Shift from Traditional to Digital Organisations
• Accelerated Innovation Has Brought Greater Urgency to Business Change
• Traditional vs Continual Innovation Cycle

Module 2: What is Digital and IT Strategy?

• Digital, Information, Operational and Communications Technology
• Information Technology (IT)
• Operational Technology (OT)
• Communication Technology (CT)
• Digital Organisation
• Digital Business
• Digitisation
• Digital Transformation
• Products and Services
• Wardley’s Strategy Cycle
• Situational Awareness Vs Action
• Tiers of Strategy
• Traditional Perspective of Business, Digital and IT Strategy
• Business Strategy
• Digital Strategy
• Revised Perspective of Business, Digital, and IT Strategy
• IT Strategy
• Business Models
• Role of Business Models
• Business Models and Strategy
• Business Model Canvas
• Adapted Company Design Template
• Operating Models
• Operating Model Canvas
• Strategy and the Service Value System
• Opportunity and Demand
• Opportunity
• Demand
• Value
• Governance
• Guiding Principles
• ITIL 7 Guiding Principles
• Continual Improvement
• Practices

Module 3: Strategy Journey

• What is Strategy Journey?

Module 4: Vision

• What is the Vision?
• Digital Disruption
• Three Levels of Digital Disruption
• Ecosystem Disruption
• Industry Disruption
• Market Disruption
• Organisational Disruption
• Being a Disruptor or Responding to Disruption
• Deciding on a Balanced Strategic Focus
• Customer/Market Relevance
• Operational Excellence
• Internal and External Focus
• A Balanced Approach
• Positioning Tools for Digital Transformation
• Maturity Models
• Four Types of Digital Mastery
• Limits of Maturity Models
• Digital Positioning and Sense Making
• Digital positioning Assessment Framework
• Positioning Assessment Framework Focused on Business, Operational, Cultural and Experience Transformation
• Positioning Assessment Framework Focused on Physical and Digital Presence, and Use of Emerging and Standard Technology
• ITIL4 DITS Assignment 1*
• Creating a Vision
• What is a Vision?
• Confirming the Scope of the Vision
• Defining the Vision

Module 5: Where are we Now?

• Environmental Analysis
• Context of Strategy Applied to the Four Dimensions of Service Management and PESTLE
• External Analysis
• Tools for External Environment Analysis
• Internal Analysis (The Four Dimensions of SM)
• Interactions Between the Organisation and its Environment
• Four Dimensions and Their Influence on Digital Strategy
• Tools for Internal Environmental Analysis
• Interactions Between the Organisation and its Environment
• Using the Results of Environmental Analysis
• Digital Readiness Assessment
• Evaluating Current Organisational Capabilities
• Gap Analysis
• Output
• Risks and Challenges of Digital Readiness Assessment

Module 6: Where do we want to be and how do we get there?

• Strategy planning
• Strategy Cycles and Planning Horions
• Strategy Cycles
• Strategy Structure and Content
• Strategy Consists of Many Artefacts
• Elements of a Strategy Document
• Oversight and Controls
• Financial Aspects of Digital and IT Strategy
• Funding Projects, Products and Services
• Balancing the Cost of Innovation and Operation
• Full Cost Recovery Model (Working Capital Fund)
• Financial Polices
• Operational vs Capital Expenditure
• Funding Mix
• Planning for Growth
• Tax-Based Strategies
• Charging Models
• Using Business Models for Strategy Planning
• Barrett Model

Module 7: Strategic Approaches for Digital Organisations

• Strategic Approaches for Digital Organisations
• Key Focus Areas for Digital Organisations
• Strategic Approaches for Customer/Market Relevance
• Customer Journeys
• Omnichannel Delivery and Support
• Seamless User Journey with Omnichannel Management
• Context-Sensitive Delivery and Support
• Customer Analytics
• Customer 360° Approach
• Staying Relevant: Evaluating and Responding to Customer Feedback
• Strategic Approaches for Operational Excellence
• Continual Improvement as the Basis for Strategy
• Automation
• Description of the Three Levels of Automation
• Service Optimisation
• Technology Modernisation
• Sourcing Strategies
• Workforce Strategies
• Employee 360 Approach

Module 8: Strategy Discussion and Approval

• Portfolio Optimisation
• An Organisation’s Portfolios Enable a Return on Investment
• Business Cases, Portfolio, and Strategy
• Business Cases for Strategy
• Costs
• Risks
• Returns and Benefits
• Opportunity Costs
• Communicating the Business Case
• Intended Audience
• Timing
• Format

Module 9: Take Action

• How Strategies Are Implemented?
• Kotter’s Eight-Step Process
• Satir Change Model
• Large Scale Transformation
• Incremental Transformation
• Mergers and Acquisitions
• Individual Changes
• ITIL4 DITS Assignment 3*
• Typical Activities of a Digital Transformation Programme
• Scenario 1: Building Capabilities to Become a Digital Organisation
• Scenario 2: Conducting a Single Digital Transformation Initiative

Module 10: Did We Get There?

• Key Facts About Measurement
• Types of Metric
• Lagging and Leading Metrics
• Outside-In and Inside-Out Metrics
• Metrics and Indicators
• Cascading and Linking Measurement
• Objectives and Key Results
• Measuring Strategy
• Measuring the Progress
• Measuring the Performance
• Measuring the Relevance
• Instrumenting Strategy
• Operational Reports and Dashboards
• Analytical Reports
• Operational vs Analytical Reports
• Strategy Review

Module 11: How do we Keep the Momentum Going?

• Long Term Momentum – Ensuring Organisational Viability
• VUCA
• Digital Transformation
• Service Economy
• Ensuring the Viability of Digital Organisations
• ITIL4 DITS Assignment 4*
• Key Behaviour Patterns and Organisational Characteristics
• Short-Term Momentum: Parallel Operation
• Parallel Operating Models (POMs)
• Cannibalism
• Erosion
• Concurrence
• Synergism
• Ineffective Operating Models
• Pace of Transition from the Old Model to a Digital Model
• Role of Continual Improvement in Parallel Operating Models

Module 12: Strategic Capabilities

• Digital Leadership
• Digital Mind-Set
• Communication
• Relationship Management
• Education and Learning
• Self-Education
• Evaluating Emerging Technology and Industry Trends
• Agile Management Techniques
• Defining and Using Strategic Metrics
• Orchestrating Diverse Environments
• Operationalising Strategy
• Business and Technology Management Skills.

Module 13: Managing Innovation and Emerging Technologies

• Definition
• Managing Innovation as a Strategic Capability
• Managing Innovation as a Mind-set and Culture
• Achieving a Balanced Approach to Innovation
• Formal Approach to Innovation Management
• Organising Innovation Management
• Activities in Managing Innovation
• Generating New Ideas
• Filtering Ideas
• Incubating Ideas
• Evaluating Ideas
• Selecting Ideas
• Identify and Charter a Team to Build and Test the Innovation
• Developing Prototypes
• Design, Develop and Testing
• Building a Culture that Supports Innovation
• Approaches to Innovation
• Evaluating and Adopting Emerging Technology
• Stages of Technology Adoption
• Emerging Technology in Context

Module 14: Managing Strategic Risk

• Definitions
• Risk Management in Digital Organisations
• Organising Risk Management
• Risk Identification
• Risk Identification – DICE
• Disruption Risks
• Innovation Risks
• Cybersecurity Risks
• Engagement Risks
• Qualitative Risk Analysis
• Risk Matrix
• Scenario-Based Analysis
• Quantitative Risk Analysis
• Risk Triggers
• Risk Posture: Balancing Risk and Rewards of Digital Technology
• Risk Attitude
• Risk Treatment
• Achieving a Risk-Informed Mind-set or Culture

This ITIL® 4 Specialist: High-Velocity IT Training course provides you with a comprehensive knowledge of the most popular ITIL® framework and its role in ITSM. Attending this course will enable you to see IT service management through an end-to-end operating model. The course covers the following topics:

Course Outline

Module 1: Introduction to ITIL High-Velocity IT (HVIT)

• Introduction to ITIL®4: High-velocity IT (HVIT)
• ITIL 4 HVIT and the Service Value Chain

Module 2: Key Concepts of High-velocity IT

• High-Velocity IT
• Digital Technology
• Operational Technology
• Digital Organisation
• Digital Transformation
• IT Transformation
• IT Transformation – Model 1
• IT Transformation – Model 2
• IT Transformation – Model 3
• IT Transformation
• Digital Products and Services
• High-Velocity IT Objectives
• Key Characteristics of HVIT

Module 3: Adopting the ITIL Service Value System to Enable High-Velocity IT

• Mapping Operating Models
• Digital Products Lifecycles
• ITIL Service Value Chain
• Service Value Chain Activities and DevOps
• Service Consumer
• Service Consumer’s Perspective
• Interacting Service Value Chains
• Example Service Value Streams Referring to Service Value Chain Activities
• Value Streams

Module 4: Four Dimensions of Service Management

• Four Dimensions of Service Management Including the Six PESTLE Factors
• Organisation and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• External factors Streams and Processes

Module 5: High-Velocity IT Culture

• Key Behaviour Patterns
• Accept Ambiguity and Uncertainty
• Trust and Be Trusted
• Continually Raise the Bar
• Help Get Customers’ Jobs Done
• Commit to Continual Learning
• Models and Concepts of HVIT Culture
• Models and Concepts and Related Key Behaviour Patterns
• Purpose
• Ethics
• Why Ethics is Important?
• Education
• Organisational Design
• Habits and the Role of Failure
• Ethics and Artificial Intelligence
• Techno-Ethics (Tethics) Topics for Discussion
• Safety Culture
• Lean Culture
• Elements of Lean Culture
• ITIL Continual Improvement Model
• Toyota Kata
• OODA Loop
• Key Characteristics of High-Velocity IT
• Lean
• Agile
• Resilient
• Continuous
• Combining HVIT Characteristics to Co-Create Value
• Design Thinking
• Working in Complex Environments
• Complexity Thinking
• Cynefin Framework

Module 6: High-Velocity IT Techniques

• High-Velocity IT Techniques

Module 7: Techniques for Valuable Investments

• Techniques for Valuable Investments
• Prioritisation Techniques
• Cost of Delay
• Buy/Hold/Sell
• Other Techniques
• Minimum Viable Products and Services
• Practices for Which Minimum Viable Product is Relevant
• Product or Service Ownership
• Practices for Which Product or Service Ownership is Relevant
• A/B Testing
• Practices for Which A/B Testing is Relevant
• Portfolio Management
• Relationship Management

Module 8: Techniques for Fast Development

• Infrastructure as Code
• Practices for Which Infrastructure as Code is Relevant
• Loosely Coupled Information System Architecture
• Practices for Which Loosely Coupled Information System Architecture is Relevant
• Reviews
• Retrospectives
• Practices for Which Retrospectives Are Relevant
• Blameless Post-Mortems
• Practices for Which Blameless Post-Mortems Are Relevant
• Continual Business Analysis
• Faster Value Realisation with an Iterative Approach
• Practices for Which Continual Business Analysis is Relevant
• Continuous Integration, Continuous Delivery, and Continuous Deployment
• Practices for Which CI/CD are Most Relevant
• Continuous Testing
• Types of Software Testing
• Practices for Which Continuous Testing is Most Relevant
• Kanban
• Practices for Which Kanban is Relevant

Module 9: Techniques for Resilient Operations

• Techniques for Resilient Operations
• Technical Debt
• Practices for Which Technical Debt is Relevant
• Chaos Engineering
• Chaos Monkey
• Practices for Which Chaos Engineering is Relevant
• Definition of Done
• Definition of Ready
• Practices for Which the Definition of Done is Relevant
• Version Control
• AIOps
• Practices for Which AIOps is relevant
• ChatOps
• Practices for Which ChatOps is Relevant
• Site Reliability Engineering
• Practices for Which SRE is Relevant
• Service Continuity Management
• Infrastructure and Platform Management

Module 10: Techniques for Co-Created Value

• Service Experience
• Practices for Which Service Experience is Relevant

Module 11: Techniques for Assured Conformance

• DevOps Audit Defense Toolkit
• Practices for Which the DevOps Audit Defense Toolkit is Relevant
• DevSecOps
• Practices for Which DevSecOps is Relevant
• Peer Review
• Practices for Which Peer Review is Relevant
• HVIT Summary

This ITIL® 4 Specialist Acquiring and Managing Cloud Services ITIL® AMCS course teach you acquiring and managing cloud services. It is designed for those who understands relevant ITIL® 4 guidance and enables career development opportunities in the cloud service domain. This course covers the following topics:

Course Outline

Unit 1: Understand the Role of Cloud Services in an Organisation

Module 1: Describe the Characteristics of the Cloud

• What is the Cloud?

Module 2: Describe the Approaches to Cloud Adoption

• Approaches to Migrating Existing Services
• One-Off Migrations
• Evolutionary Migrations
• Big-Bang Migrations

Module 3: Cloud Deployment Models and Cloud Service Models

• Types of Cloud Solution
• Cloud Service Models
• Standard and Non-Standard Services
• Deployment Models

Unit 2: Know How to Define an Organisation’s Requirements for Adopting, and Readiness to Adopt, Cloud Solutions

Module 4: Describe the Structure and Content of a Business Case for Cloud

• Business Case Structure

Module 5: Know How to Define Organisation’s Requirements for Cloud Solutions

• Defining Requirements for Cloud Services
• Impact of Cloud Services on Existing Customers
• Typical Requirements

Module 6: Carry Out an Organisational Readiness Assessment for Cloud Adoption

• Conducting a Cloud Readiness Assessment
• Steps in Conducting a Cloud Readiness Assessment
• Define the Assessment Scope
• Assess Current Resources
• Specify the Desired Scope of Cloud Services
• Assess Operational Readiness
• Produce an Assessment Report

Module 7: Know How to Communicate a Cloud Business Case

• Communicating a Business Case

Unit 3: Identify the Types of Cloud Services and Understand Their Applicability to an Organisation's Context

Module 8: Describe the Types of Cloud Service Providers

• Conducting a Cloud Readiness Assessment

Module 9: Describe the Key Elements of a Cloud Strategy for a Service Consumer

• Formulating the Cloud Strategy

Module 10: Identify the Available Services that are Relevant to the Organisation’s Context

• Researching What Services are Available
• Understanding the CSP Landscape

Unit 4: Understand How Cloud Services are Selected and Procured in the ‘Offer’ Step of the Customer Journey

Module 11: Describe the Costs of Using Cloud Services

• Costs
• Exploring Cloud Services
• Onboarding and Offboarding
• Co-Creation
• Under- and Over-Utilisation
• Outages

Module 12: Describe the Benefits and Opportunities Created by Cloud Services

• Deciding to Use Cloud Services
• Benefits and Disbenefits of Using Cloud Services

Module 13: Describe the Key Risks and Disbenefits of Using Cloud Services

• Risks
• Shifts in Roles and Responsibilities
• Unauthorised Procurement of Cloud Services
• Security of Cloud Services
• API Vulnerability
• Maintaining Separation Between Tenants
• Vendor Lock-in
• Third-Party Contracting
• Migration

Module 14: Describe Security and Compliance Considerations of Using Cloud Services

• Security and Compliance Considerations
• Visibility
• Compliance
• Automation
• Conflict Between Development and Security Priorities
• Hybrid IT
• Role of Service Level Agreements with Onboarded Cloud Services

Module 15: Describe the Inputs and Outputs of a Return on Investment (ROI) for Cloud

• Return on Investment Process
• Define the Purpose, Objectives, and Scope of the Assessment
• Collect Data
• Review and Analyse the Data
• Calculate and Report
• Decide

Unit 5: Know How to Onboard and Offboard Cloud Services

Module 16: Describe the Key Approaches for Migrating to or from the Cloud

• Moving from In-House to Cloud Solutions
• Migrating from One Cloud Service Provider to Another
• Migrating Away from the Cloud

Module 17: Carry Out the Activities of Onboarding/Offboarding Cloud Services

• About the Onboard Step: General Considerations

Module 18: Know How to Modify an Operating Model to Support Migration to Cloud Services

• What Happens to an Operating Model When Moving to the Cloud?

Unit 6: How to Manage the Use of Cloud Services

Module 19: Shared Responsibility Model

• Shared Responsibility Model

Module 20: How to Measure the Quality of Consumed Cloud Services

• Managing Cloud Service Quality

Module 21: Describe the Tools, Techniques, Methods, and Controls Used to Manage the Use of Cloud Services

• Managing the Optimisation of Cloud Service Consumption

Unit 7: Know How to Evaluate and Improve a Cloud Strategy

Module 22: Adjustments for a Cloud Strategy to Respond to VUCA Challenges

• VUCA and the Value Co-Creation Map

Module 23: Apply the Continual Improvement Model to an Organisation’s Cloud Strategy

• Continual Improvement and the Value Co-Creation Map for Cloud

This ITIL® 4 Specialist Sustainability in Digital and IT Training ITIL® SDIT course teach you acquiring and managing cloud services. It is designed for those who understands relevant ITIL® 4 guidance and enables career development opportunities in the cloud service domain. This course covers the following topics:

Course Outline

Unit 1: Understand the Key Concepts of Sustainability

Module 1: Describe the Benefits of Sustainability for an Organisation

• Benefits of Sustainability

Module 2: Describe the Key Concepts of Sustainability

• Sustainability
• Sustainability Models, Issues, and Concepts

Module 3: Purpose of the UN Sustainable Development Goals and their Role in an Organisation’s Sustainability

• The 17 UN Sustainable Development Goals
• Role of the UN SDGs for Sustainability Vision

Module 4: Explain the Purpose of the UN Global Compact Principles and their Role in Organisations’ Sustainability

• Ten Principles of the UN Global Compact

Module 5: Describe the Triple Bottom Line Model and the Scope of Three Pillars

• The Triple Bottom Line

Module 6: Describe the Concept of Externalities

• Impact of Sustainability Initiatives

Module 7: Describe the Key Challenges of Sustainability

• Growing Human Population
• Waste Management
• Greenhouse Gas Emission
• Digital Carbon Footprint

Module 8: Describe the Key Sustainability Solutions

• Corporate Social Responsibility
• Responsible Sourcing
• Sustainable Consumption and Production
• Circular Economy

Unit 2: Understand the Value, Benefits, Costs, and Risks of Sustainability

Module 9: Describe the Purpose of a Materiality Assessment

• Materiality Assessment

Module 10: Describe the Key Sources of Organisational Sustainability Risks

• Sustainability Risk Assessment

Module 11: Describe the Key Organisation-Level Stakeholder Groups and their Expectations

• Describe the Key Organisation-level Stakeholder Groups and their Expectations

Module 12: Describe the Key Types and Sources of Sustainability Standards and Regulations

• Regulations and Standards

Module 13: Explain the Role of Services and the Service Economy in Sustainability

• Other Kinds of Sustainable Business Mode
• Approaches Supporting Sustainable Business Models

Module 14: Explain the Recommendations for Sustainability Return on Investment (ROI)/Value on Investment (VOI)

• Return on Investment in Sustainability

Unit 3: How Digital and Information Technology Support Sustainability

Module 15: Role of Digital Technology in Sustainability

• The Role of Technology in Sustainability

Module 16: Impact of Digital Technology on Sustainability

• Digital Sustainability
• The Role of Technology in Sustainability

Unit 4: Know How to Plan Sustainability for an Organisation

Module 17: Explain the Role of Sustainability in an Organisation’s Vision

• Explain the Role of Sustainability in an Organisation’s Vision

Module 18: Describe the Key Due Diligence Considerations for Sustainability

• Describe the Key Due Diligence Considerations for Sustainability

Module 19: Explain the Key Concerns of Achieving Sustainability in a Volatile, Uncertain, and Complex Environment

• Principles-based Approach vs Procedures-based Approach vs Model-Based Approach

Module 20: Describe the Three Dimensions (Aspects) of Strategic Planning

• Sustainability Business Model
  • The Evolution of Sustainability Planning
• Sustainable Products and Services
  • Designing Sustainable Products and Services
• Organisational Ecosystem

Module 21: Describe the Key Elements of an Organisational Sustainability Strategy

• Strategies for Sustainability

Module 22: Key Elements of Sustainability Culture

• Values and Culture

Module 23: Address Sustainability in an Organisation’s Vision

• Defining the Vision
• The Triple Bottom Line for Vision

Unit 5: How Organisational Sustainability is Assessed, Maintained, and Improved

• Learning Outcomes of Unit 5

Module 24: Key Concepts of Measurement and Reporting

• Metrics and KPIs
• Common Sustainability Metrics

Module 25: Explain How the Following Support Sustainability

• Innovations
• Communication and Collaboration
• Governance and Audit

Module 26: ITIL® Practices Supporting Sustainability

• Organisational Change Management
• Strategy Management
• Software Development and Management
• Supplier Management