IT Service Management (ITSM) Courses

This ITIL 4 Foundation Training course caters to professionals aiming to embrace ITIL for enhancing service management. Throughout the course, participants will acquire the requisite knowledge to excel in the ITIL 4 Foundation Certification exam, comprehend the comprehensive IT/digital operational framework, and leverage the ITIL 4 model for designing, delivering, and perpetually refining tech-driven products and services.

Furthermore, attendees will delve into the service value chain and various IT service management practices. They will pinpoint avenues for enhancing IT practices by adhering to ITIL standards and grasp the significance of aligning IT with business objectives. The course offers a flexible learning approach, encompassing instructor-led sessions or self-paced modules, supplemented by practice exams, preparatory questions, and supplementary materials.

The objective of the ITIL Service Desk practice is to manage the demand for incident resolution and service requests. It commonly serves as the initial and primary point of contact for all users with the service provider. In this course, the service desk practice encompasses all four dimensions of service management: organisations and people, information and technology, value streams and processes, and partners and suppliers.

The ITIL 4 Practitioner: Incident Management practice module is designed for IT professionals engaged in mitigating the adverse effects of incidents by swiftly restoring normal service operations.

Objectives

Coordinate incident handling in the organisation or in a specific area, such as territory, product, or technology, depending on the organisational design
Monitor and review the work of teams that handle and resolve incidents
Coordinate manual work with incidents, especially those involving multiple teams
Ensure sufficient awareness of the incidents and their status across the organisation
Conduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling procedures
Measure, assess, and develop the Incident Management practice capability in your organisation by using the ITIL Maturity Model.

Digital and IT Strategy Training marks the latest addition to the ITIL 4 certification scheme, concluding the ITIL 4 Strategic Leader designation. This ITIL training introduces a fresh perspective to the ITIL 4 guidance, elevating discussions on ITIL concepts to the level of organisational strategy.

Objectives
Create an appropriate digital strategy aligned with the wider business goals.
Understand how business and IT leaders across the globe are responding to digital disruption by reshaping corporate strategy, adapting processes, and even repurposing entire business models.
Explore the use of the ITIL 4 framework to support organisations on their digital transformation journey, addressing service management challenges and utilising a new technology.
Demonstrate the use of ITIL Guiding Principles in Digital and IT Strategy decisions and activities.
Understand why organisations need to change the way they do business in markets disrupted by digital and information technology and relate this to the concepts of strategy that they will need to master as they make these changes.
Relate the concepts of Digital and IT Strategy, the Service Value System and the Service Value Chain and explain how they work together to create value in markets being transformed by digital and information technology.
Understand how an organisation uses Digital and IT Strategy to remain viable in environments disrupted by digital technology.
Understand strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence.
Understand the risks and opportunities of Digital and IT Strategy.
Understand the steps and techniques involved in defining and advocating for a Digital and IT Strategy
Understand how to implement a Digital and IT Strategy.
Continue learning and face new challenges with after-course one-on-one instructor coaching.

The ITIL 4 Practitioner: Problem Management practice module is designed for IT professionals aiming to minimise the occurrence and impact of incidents. This involves identifying both actual and potential causes of incidents and effectively managing workarounds and known errors.

The ITIL 4 Practitioner: Service Request Management practice module is intended for IT professionals seeking to maintain the agreed-upon quality of a service. This involves efficiently and user-friendly handling of all pre-defined, user-initiated service requests.

In the evolving landscape where organizations leverage information and related technologies to redefine their business approaches, the imperative to swiftly introduce new products and services for competitive edge intensifies. To thrive in this high-velocity environment, organizations must significantly enhance their agility, speed, cost-effectiveness, and responsiveness.
The ITIL 4 Specialist: High-Velocity IT (HVIT) course delves into the functioning of digital organizations and digital operating models within high-velocity environments. This module encompasses working practices such as Agile and Lean, along with technical practices and technologies like Cloud, Automation, Continuous Integration, Continuous Delivery, and Automatic Testing. The focus is on expeditiously delivering higher quality products and services while maximizing business value.

Completion of the course prepares individuals for the ITIL 4 Specialist: High-Velocity IT exam, a prerequisite among the five exams necessary to attain ITIL 4 Managing Professional (MP) Certification.

This ITIL 4 Strategist: Direct, Plan, and Improve (DPI) course equips individuals with the practical skills needed to establish an IT (Information Technology) organisation focused on continuous learning and improvement with a robust and effective strategic direction. It explores the influence and impact of Agile and Lean methodologies and demonstrates how they can be strategically utilized to benefit the organization. The course offers practitioners a practical and strategic approach to planning and executing continuous improvement with the necessary agility.
Successful completion of the course prepares participants for the ITIL® 4 Strategist: Direct, Plan & Improve exam. This crossover exam fulfills a fundamental requirement for both the ITIL 4 Managing Professional (MP) and Strategic Leader (SL) certifications.

The ITIL 4 Practitioner: Monitoring and Event Management practice module is designed for IT professionals seeking to demonstrate and validate their expertise in this specific practice area.

The ITIL 4 Specialist: Create, Deliver, and Support (CDS) course delves into the fundamental service management activities and the process of service creation. Emphasizing the integration of diverse value streams and activities, it addresses the creation, delivery, and support of IT-enabled products and services. The course also encompasses supporting practices, methods, and tools, along with an exploration of service quality and improvement methods.

The ITIL 4 Specialist: Monitor, Support, and Fulfil combined practice module is tailored for IT professionals seeking to foster efficient cross-practice collaboration and establish effective service value streams.
Individuals undergoing this module can showcase their comprehension and application of the principles encapsulated in the five ITIL Management Practices, operating seamlessly at both strategic and operational levels to extract maximum value. These practices include ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, and ITIL 4 Problem Management Practice.

Utilise The Open Group Architecture Framework (TOGAF®) EA to develop a wide range of IT architectures. This training will teach you how to accelerate and simplify development while ensuring that the evolving system remains responsive to business changes and compliant with legal requirements. By using TOGAF, you will create a consistent enterprise architecture that aligns with stakeholder needs and addresses the current and future needs of the business. The course tuition includes a voucher for the exam, which can be taken at any Pearson VUE Testing Center.

A Certified Agile Service Manager (CASM) serves as the operational counterpart to a Certified Scrum Master (CSM). Collaboratively, Scrum Masters and Agile Service Managers can embed agile thinking throughout the entire IT organization, forming the foundation of a DevOps culture.
This Certified Agile Service Manager® (CASM) Certification Training introduces Agile Service Management, which involves applying and integrating agile principles into service management processes and process design projects. Agile thinking enhances IT efficiency and ensures IT continues to deliver value despite evolving requirements.