LernIX Solutions

Course Overview

This 3-day ITIL® 4 Specialist: Collaborate, Assure and Improve training course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL® 4’s five management practices, namely, the ITIL® 4 Relationship Management Practice, ITIL® 4 Supplier Management Practice, ITIL® 4 Service Level Management Practice, ITIL® 4 Continual Improvement Practice, and the ITIL® 4 Information Security Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL® 4 Collaborate, Assure, and Improve Specialist module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Relationship Management Practice, ITIL® 4 Supplier Management Practice, ITIL® 4 Service Level Management Practice, ITIL® 4 Continual Improvement Practice, ITIL® 4 Information Security Management Practice publications.

Course Objectives

Understand the key concepts of the CAI practices.
Understand the processes of the CAI practices.
Understand the roles and competences of the CAI practices.
Understand how information and technology support and enable the CAI practices.
Understand the role of partners and suppliers in the CAI practices.
Understand how the ITIL® capability model can be used to develop the CAI practices.
Understand how the ITIL® guiding principles support the CAI practices.

Course Content

Our ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI) training course will cover the following topics:

1. Introduction to the CAI practices

2. Relationship Management (RSM)

Introduction to Relationship Management (RSM)
Value Streams and Processes
Organizations and people
Information and Technology
Partners and suppliers
Capability development

3. Supplier Management (SM)

Introduction to supplier management
Value streams and processes
Organizations and people
Information and Technology
Partners and suppliers
Capability development

4. Service level management

Introduction to service level management
Value streams and processes
Organizations and people
Information and Technology
Partners and suppliers
Capability development

5. Continual improvement

Introduction to continual improvement
Value streams and processes
Organizations and people
Information and Technology
Partners and suppliers
Capability development

6. Information security management

Introduction to Information security management
Value streams and processes
Organizations and people
Information and Technology
Partners and suppliers
Capability development

Course Overview

This 3-day ITIL® 4 Specialist: Acquiring & Managing Cloud Services training provides a vendor-neutral, user-centric guidance on developing a practical understanding of how cloud procurement and technology can integrate with and support broader business strategy and functions.

It explores the concept of the ‘cloud services user journey’ which aligns key ITIL® concepts such as guiding principles and the service value chain to provide a holistic view and understanding of the entire procurement lifecycle.

Course Objectives

After you complete this course you will be able to:

Analyze available solutions and potential benefits using a vendor-neutral approach
Effectively identify, select and deliver optimized cloud services
Facilitate value co-creation through successful cloud services procurement and integration whilst applying the ITIL® 4 framework
Adopt a customer-focused end-to-end cloud procurement user journey

Course Content

This course is structured around the ITIL® customer journey.
Practical guidance to help organizations navigate the steps of their cloud services journey.
Provides vendor-agnostic best practice guidance that is not tailored to specific vendors and tools.
Demonstrates how ITIL® supports a clear and practical integration between cloud technology, cloud acquisition and broader business strategy and functions.

Cloud Basics

Key components of ITIL®4
The role of cloud services in an organization
Define requirements for adopting, and readiness to adopt, cloud solutions
Types of cloud services and their applicability

Procuring and Onboarding

Procuring cloud services in the ‘offer’ step
Onboarding and offboarding cloud services

Cloud Strategy

Managing the use of cloud services
Evaluate and improve a cloud strategy

Course Overview

The ITIL® 4 IT Asset Management module is structured and aligned around the ITIL® framework and the ITIL® Practice Guides. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 IT Asset Management publication.

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the IT Asset Management practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to maximize value creation, control costs, manage risks, meet regulatory and contractual requirements, and support decision-making about the purchase, re-use, retirement, and disposal of IT assets including their impact on sustainability.

In addition, the ITIL® Maturity Model is introduced as a tool to help candidates assess and measure the organization’s capabilities in service management and identify actions on improvement opportunities to develop ITAM capabilities.

Course Objectives

After completing this course you should be able to:

Understand the key concepts of ITAM
Understand ITAM value streams and processes
Understand ITAM roles, skills and organizational solutions
Understand how information and technology supports and enables ITAM
Understand the role of partners and suppliers in ITAM
Know how to develop ITAM organizational capabilities

Course Content

1. Understand The Key Concepts Of IT Asset Management (ITAM)

Identify the purpose, PSFs, and value of the IT Asset Management (ITAM) practice.
Apply iterative and interdependent scoping to IT asset types and IT asset register.
Understand the benefits of standard IT assets.
Understand the IT Asset Management (ITAM) relationship with governance, compliance, and policies of the organisation.
Apply an organisation’s sustainability objectives to IT Asset Management (ITAM).
Identify the key challenges of IT Asset Management (ITAM).

2. Understand IT Asset Management (ITAM) Value Streams & Processes

Understand the roles and relationships of service value streams, practices, and processes in creation of value.
Identify the value of a common approach to IT asset lifecycle management.
recognise the sustainability aspects of IT asset decommissioning and disposal actions.
Know how to verify, audit, and analyse IT assets.
Understand the critical nature of records and documentation to IT asset lifecycle management.
Know how to integrate IT Asset Management (ITAM) in the organisation’s value streams.
Identify the relationship between IT Asset Management (ITAM) and the service configuration management practice.

3. Understand IT Asset Management (ITAM) Roles, Skills & Organisational Solutions

Understand the key skills required for IT Asset Management (ITAM).
Describe the responsibilities of IT Asset Manager, License Manager, IT Asset Owner, IT Asset Custodian and IT Asset Consumer.
Know how to apply the LACMT model to IT Asset Management (ITAM) activities.
Know how to position IT Asset Management (ITAM) within an organisational structure.

4. Understand How Information & Technology Supports & Enables IT Asset Management (ITAM)

Identify the key inputs and outputs of the IT Asset Management (ITAM) practice.
Describe the key IT Asset Management (ITAM) automation tools and their role in the practice.

5. Understand The Role Of Partners & Suppliers In IT Asset Management (ITAM)

Understand the types of service relationships (basic, cooperative, partnership).
Understand the complexity of service relationships.
Describe a consistent approach to IT Asset Management (ITAM) across the organisation’s ecosystem.

6. Know How To Develop IT Asset Management (ITAM) Organisational Capabilities

Understand the key concepts of the ITIL® maturity model: capability assessment, capability levels and criteria.
Know how to apply capability criteria to plan IT Asset Management (ITAM) capability development.
Identify key metrics and methods for improving IT Asset Management (ITAM) capabilities.
Apply the key steps of the IT Asset Management (ITAM) capability development.

Course Overview

This module focuses on providing the candidates with the understanding of the key concepts,principles, value and challenges of the Business Relationship Management practice. It is intendedto provide candidates with best practice guidance from the strategic as well as day-to-day perspectives on how to apply in practice concepts such as stakeholders analysis and managementof requirements, BRM roles and responsibilities, models and techniques, and service relationships.In addition, the ITIL® Maturity Model is introduced as a tool to help candidates assess and measurethe organization’s capabilities in service management and identify actions on improvementopportunities to develop BRM capabilities.

This 3-day ITIL® 4 Business Relationship Management module is structured and aligned around the ITIL® framework and the ITIL® Practice Guides. The examination is intended to assess whether thecandidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Business Relationship Management publication including key elements of the ITIL® 4 framework such as the ITIL® Service Value Chain model and how it is used with the ITIL® practices tocreate value.

Course Objectives

After completing this course you should be able to:

Understand the key concepts of Business Relationship Management
Understand the BRM value streams and processes
Know how to apply the BRM models and techniques
Understand BRM roles, skills, and organizational solutions
Understand how information and technology supports and enables BRM
Understand the role of partners and suppliers in BRM
Know how to develop the BRM capability in an organization

Course Content

1. Understand The Key Concepts Of Business Relationship Management (BRM)

Identify the purpose, PSFs, and value of the Business Relationship Management (BRM) practice.
Understand the key challenges of Business Relationship Management (BRM).
Understand the key stakeholders of service relationships.
Understand the service journey model including the steps and the role of touch-points and service interactions.
Understand the types of service relationship and the role of Business Relationship Management (BRM) in each type of service relationship.

2. Understand The Business Relationship Management (BRM) Value Streams & Processes

Understand the ITIL® service value chain model and the roles and relationships of service value streams, practices, and processes in creation of value.
Understand the two main processes of the Business Relationship Management (BRM) practice, including their key inputs and outputs, activities and key questions.
Know how to develop and apply relationship models.
Know how to integrate Business Relationship Management (BRM) in the organisation’s value streams.

3. Know How To Apply The Business Relationship Management (BRM) Models & Techniques

Know how to apply the following in the context of Business Relationship Management (BRM), including stakeholder analysis and mapping, Gemba walk, and the voice of the customer.

4. Understand Business Relationship Management (BRM) Roles, Skills & Organisational Solutions

Understand the key skills required for Business Relationship Management (BRM).
Describe the responsibilities of the relationship manager and relationship agent roles.
Know how to apply the LACMT model to Business Relationship Management (BRM) activities.
Know how to position Business Relationship Management (BRM) within an organisational structure.

5. Understand How Information & Technology Supports And Enables Business Relationship Management (BRM)

Identify the key inputs and outputs of the Business Relationship Management (BRM) practice.
Describe the key Business Relationship Management (BRM) automation tools and their role in the practice.

6. Understand The Role Of Partners & Suppliers In Business Relationship Management (BRM)

Understand the complexity of service relationships.
Understand the dependencies of Business Relationship Management (BRM) on third parties.

7. Know How To Develop The Business Relationship Management (BRM) Capability In An Organisation

Understand the key concepts of the ITIL® maturity model, including capability assessment, and the capability levels and criteria.
Know how to apply capability criteria to plan Business Relationship Management (BRM) capability development.
Identify key metrics and methods for improving Business Relationship Management (BRM) capabilities.
Apply the key steps of the Business Relationship Management (BRM) capability development.

Course Overview

This 1-day ITIL® 4 Practitioner: Supplier Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Supplier Management Practice. It is intended to provide candidates with best practice guidance on how to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

The ITIL 4 Supplier Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Supplier Management Practice publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL capability model can be used to develop the practice.
Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Supplier Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) Supplier
b) RfX
c) RFI
d) RFP
e) RFQ
f) RFB
g) RFD

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
a) Supplier manager
b) Supplier coordinator
c) Other roles involved in supplier management
3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools
4.2 Know how to use/apply the key tools’ functionality required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7. Understand how ITIL guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Request Management module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the ITIL® 4 Service Request Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

The ITIL® 4 Service Request Management Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Request Management Practice publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL® capability model can be used to develop the practice.
Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Request Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice

1.2 Describe the PSFs & key metrics of the practice

1.3 Explain the key terms/concepts:

a) Service request and its main characteristics

b) Service request model

c) Request catalogue.

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes

2.2 Describe the key activities of the processes

2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competencies of the practice

3.1 Describe the responsibilities of the key roles of the practice

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools

4.2 Know how to use/apply the key tools’ functionality required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice

7. Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Level Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It is intended to provide candidates with best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience; and to ensure that service delivery and use is properly assessed, monitored, and managed against these targets.

The ITIL 4 Service Level Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Service Level Management Practice publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL capability model can be used to develop the practice.
Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Level Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) service quality
b) service level
c) service level agreement
d) utility, warranty, experience

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
a) service owner
b) service level manager
3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Explain the tools application
4.2 Apply the recommendations on automation

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7. Understand how ITIL guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Service Desk module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Desk Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to capture demand for incident resolution and service requests. The Service Desk Practice should also be the entry point and single point of contact for the service provider for all users.

The ITIL® 4 Service Desk Practice module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Service Desk Practice publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL® capability model can be used to develop the practice.
Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Service Desk training course will cover the following topics:

1- Understand the key concepts of the practice

Explain the purpose of the practice
Describe the PSFs & key metrics of the practice
Explain the key terms/concepts:
- Communication channels characteristics
- Omnichannel communications
- Service empathy
- Moment of truth.

2- Understand the processes of the practice

Describe inputs and outputs of the processes
Describe the key activities of the processes
Know how to integrate the practice in the organization’s value streams.

3- Understand the roles and competences of the practice

Describe the responsibilities of the key roles of the practice
- Service desk manager
- Service desk agent
Know how to position the practice in the organizational structure.

4- Understand how information and technology support and enable the practice

Describe which activities have HIGH dependency on automation tools
Know how to use/apply the key tools’ functionality required to automate the practice.

5- Understand the role of partners and suppliers in the practice

Explain the dependencies of the practice on third parties
Explain how partners and suppliers can support the practice.

6- Understand how the ITIL® capability model can be used to develop the practice

7- Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Problem Management focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Problem Management Practices. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

The ITIL® 4 Problem Management Practices module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Problem Management Practices publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL® capability model can be used to develop the practice.
Understand how the ITIL® guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: ITIL® 4 Practitioner: Problem Management training course will cover the following topics:

1. Understand the key concepts of the problem management practice

1.1 Explain the purpose of the practice

1.2 Describe the PSFs and key metrics of the practice

1.3 Explain the key terms/concepts

a) Problem
b) Known error
c) Problem prioritization
d) Reactive and proactive problem management
e) Workaround
f) Technical debt
g) Problem model.

2. Understand the processes of the problem management practice

2.1 Describe inputs and outputs of the processes

2.2 Describe the key activities of the processes

2.3 Know how to integrate the practice in the organization’s value streams

3. Understand the roles and competencies of the problem management practice

3.1 Describe the responsibilities of the key roles of the practice

a) Problem manager

b) Problem coordinator

3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which technologies have high dependence on automation tools.

4.2 Use the key tools required to automate the practice.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties

5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL® capability model can be used to develop the practice
6.1 Explain how capability criteria support the practice capability development.

7. Understand how ITIL® guiding principles help to develop the practice.

Course Overview

This 1-day ITIL® 4 Practitioner: Continual Improvement Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Continual Improvement Practice. It is intended to provide candidates with best practice guidance on how to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, practices, or any element involved in the management of products and services.

The ITIL 4 Continual Improvement Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Continual Improvement Practice publication.

Course Objectives

Understand the key concepts of the practice.
Understand the processes of the practice.
Understand the roles and competences of the practice.
Understand how information and technology support and enable the practice.
Understand the role of partners and suppliers in the practice.
Understand how the ITIL capability model can be used to develop the practice.
Understand how the ITIL guiding principles support the practice.

Course Content

Our ITIL® 4 Practitioner: Continual Improvement training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) Improvement
b) Vision
c) Business as usual
d) Improvement register

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
a) Continual improvement coordinator
3.2 Know how to position the practice in the organizational structure.

4. Understand how information and technology support and enable the practice

4.1 Describe which activities have HIGH dependency on automation tools
4.2 Learn tips and recommendations for automation of continual improvement.

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7. Understand how ITIL guiding principles help to develop the practice.