The course features the following contents from the new ITIL® certifications.

1. ITIL 4 Foundation

• The key concepts of service management
• The seven guiding principles that help an organisation to adopt and adapt service management
• The four dimensions of service management
• The purpose and components of the ITIL service value system
• The activities of the service value chain and how they interconnect

2. Create, Deliver, and Support

• How to plan and build a service value stream to create, deliver, and support services
• How relevant ITIL practices contribute to the creation, delivery and support across the service value system and value streams
• How to create, deliver and support services

3. Drive Stakeholder Value

• The concept and design of customer journeys
• How to foster stakeholder relationship
• How to shape demand and define service offerings
• How to onboard and offboard customers and users
• How to act together to ensure continual value co-creation (service consumption / provisioning)
• How to realise and validate service value

4. High Velocity IT

• The 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. Direct, Plan & 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, 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 communication and organisational change management