• Online, Instructor-Led
  • Classroom
  • Online, Self-Paced
Course Description

ITIL 4 is a framework for quality IT service management (ITSM) through proven best practice, providing practical and flexible guidance to support your organization on its journey to digital transformation while empowering your IT teams to continue to play a crucial role in the wider business strategy. This course highlights the ways in which digital organizations and digital operating models function in high-velocity environments, including the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. If you are interested in this next step on the ITIL journey, please note that you must hold the ITIL 4 Foundation certification. The associated certification exam voucher is included with this course.

Learning Objectives

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 a valued contributor in the digital domain. Through this course, you will improve your ability to:

Help get customers jobs done - helping customers become who they seek to become
Keep raising the bar - taking things to a significantly higher level
Trust and be trusted - as professional knowledge workers in a healthy workplace
Accept ambiguity and uncertainty - not scared of not knowing an answer
Commit to continual learning - all as part of your daily work

The scope of the course is the primary activities in the digital value chain. In other words, what you do and which resources you use across the lifecycle of digital products, in order to:

Make the right digital investments
Realize and deliver digital products and services quickly
Provide digital products and services that are highly resilient to disruption
Ensure that the service consumer realizes value from the digital products and services
Assure conformance of activities with governance, risk and compliance requirements
Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
Understand and know how to use the key principles and methods of measurement and reporting in directing, planning and improvement
Understand and know how to direct, plan and improve value streams and practices

Framework Connections