LernIX Solutions

Course Overview

This 1-day ITIL® 4 Practitioner: Monitoring and Event Management module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Monitoring and Event Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels on how to systematically observe services and service components, and record, report and respond to selected changes of state identified as events.

The ITIL® 4 Monitoring and Event 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 Monitoring and Event 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: Monitoring and Event 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 and key metrics of the practice

1.3 Explain the key terms and concepts

a) Event

b) Monitoring

c) Types of monitoring

d) Metric

e) Threshold

f) Alert

g) Informational, instructional, warning, and exception events.

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
6.1. Explain how capability criteria support the practice capability development

7. Understand the recommendations for practice success
7.1. Understand the recommendations for monitoring and event management success and how they are supported by the ITIL guiding principles.

Course Overview

This 1-day ITIL® 4 Practitioner: Relationship Management Practice module focuses on providing the candidates with the understanding of the key concepts,principles, value and challenges of the Relationship Management Practice. It is intended to provide candidates with best practice guidance on how to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

The ITIL 4 Relationship 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 Relationship 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: Relationship 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. types of relationships in organizations
b. types of service relationships between organizations
c. steps of service relationship journey

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. relationship manager
b. relationship agent

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 Configuration Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Configuration Management Practice. It is intended to provide candidates with best practice guidance on how to ensure that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where it is needed.

The ITIL® 4 Service Configuration 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 Configuration 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 Overview

This 1-day ITIL® 4 Practitioner: Release Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Release Management Practice. It is intended to provide candidates with best practice guidance on how to make new and changed services and features available for use.

The ITIL® 4 Release 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 Release 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: Release 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) Release

b) Key concepts for CI/CD

c) Approaches, models, and plans

d) Push/pull conditions

e) Practice success factors

f) Hypothesis and experimentation

g) The processes of the practice.

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) Release manager

b) Other roles involved in release 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 Apply the recommendations on automation

4.2 Explain the tools application

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

A successful collaborative team has one goal, language and basic way of working. The ISM Foundation training provides the basic knowledge needed for this.

The language spoken in IT departments has traditionally been shaped by ITIL and increasingly by DevOps. In the ISM Foundation training, the extensive ITIL knowledge including 34 practices is compactly bundled into the 7 basic processes that occur in every IT department. This focus puts the emphasis on those topics and practical concepts that are used on a daily basis. The core of modern service management is addressed in a logical context such as the processes, Customer Value, DevOps, etc and provided with practical tips and tricks by trainers with extensive practical experience. With down-to-earth explanations, participants will gain insight into the coherence of the IT department’s work and learn one framework of concepts and language. ISM is the basis for the application of ITIL and DevOps, is limited to the core of IT Service Management and is therefore the practical alternative.

This training provides the knowledge for the offcial exam: Certified ISM Foundation (CISMF). This exam is included in the course price.

Course Objectives

A successful collaborative team recognizes the purpose of IT service delivery and the process that leads to it. It speaks one language and has the same framework of concepts. Learning these basics is the result of this practical ISM Foundation training.

The way IT departments work is shaped by ITIL, but over the years all kinds of methods, techniques and practices have been added, such as DevOps, Agile, Lean and Experience Management. This has made the field increasingly mature. We therefore also speak of Modern Service Management. In ISM, this comes together in a practical and applicable form. The Operating model describes how services are created. This includes the process model with the 7 basic processes and the 3 value streams (value streams), but also the layout of the organization and the role of the customer and suppliers.

Also discussed is the Governance Model: How is an IT organization managed, what are the goals and how do you recognize the results and how can an organization grow in quality.

Course Content

The content of the training is entirely determined by the content of the standard ISM method:

acquiring knowledge and insight in the field of IT service management
learning to abstract and nuance management issues
applying a process model in the context of control issues
acquire insight into the application of the business assets People, Process and Product
learn how the influence of environmental factors can be placed in the context of management (e.g. in an outsourced situation)
learn to improve using a methodical approach according to ISM.

Course Overview

Humanizing IT™ is a groundbreaking approach that integrates human-centered design into IT service management.

Humanizing IT™ is a groundbreaking approach that integrates human-centered design into IT service management. It focuses on improving the way IT services are designed, delivered, and experienced by ensuring they are intuitive, efficient, and aligned with real user needs. By bridging the gap between traditional process-driven IT frameworks and user experience, Humanizing IT™ transforms IT service management into a people-first discipline.

Designed for IT professionals across all levels, including service desk analysts, IT managers, and CIOs who wan to enhance their understanding of human-centered design in ITservice management, the Humanizing IT certification is offered in two modalities:

– A self-paced app which takes 6-8 hours to complete
– A one-day instructor-led master-class which includes the self-paced app as prework for the class.

Course Content

Adapt to the Changing Demands of IT Service Management with the HIT Double Diamond Framework (DDF™)

Navigate the increasing complexity of IT service management by leveraging the HIT DDF™ to align user needs to organizational goals, while respecting the operational complexity and constraints of IT organizations.

Challenge What You Think You Know

Utilize tools within the HIT DDF™, such as RIPP (Recognizing the Initial Perceived Problem) and Experience Lens Mapping, to challenge assumptions, identify gaps, and rethink outdated IT service management practices.

Equip Yourself with Human-Centered Design Skills

Turn insights into actionable priorities using techniques like Affinity Mapping, Synthesis, and Problem Framing, ensuring solutions address both user and business needs.

Course Overview

Cooperation between business and IT suppliers does not happen by itself. It requires direction! The governance of outsourcing is a high-priority agenda item for organisations. Service Integration and Management (SIAM) involves integrating the sub-services of all kinds of internally outsourced services (including shared services) and externally outsourced services (including cloud services) into an IT chain that increases the efficiency of business processes and helps realise business goals

In this 1-day simulation, you will experience what it means to run IT services with the support of multiple suppliers. You will experience how to integrate, orchestrate and contract outsourced IT services with multiple suppliers. How to build the bridge between the business (demand) and underlying service providers (supply) in order to deliver the value that the business needs

Company Events

These events can be delivered exclusively for your company at our locations or yours, specifically for your delegates and your needs. The Company Events can be tailored or standard course deliveries.Duration of the simulation 1 dayNumber of participants 8 – 12

Course Content

Hollywood Dreams produces several movies each month and sells movie tickets at the cinema. Hollywood Dreams faces an enormous challenge to improve sales and profit. It therefore outsourced IT services to three suppliers and expects these IT suppliers to automate and innovate to support its growth strategy.

You will be working as business managers, contract manager, integration manager, service manager or one of the 3 suppliers to make Hollywood Dream reach its goals.

Hollywood Dreams innovates its services, and in this simulation the business managers will bring in new ideas to increase sales and reduce costs. However, without effective collaboration with the suppliers this will be a challenge.

Later in the year Hollywood Dreams must be ready to launch the new James Bond movie. At this moment the organisation is not ready for such a huge program. But, hopefully there is enough time to prepare the suppliers and the own business processes.

Can the business work with the suppliers and take advantage of the upcoming blockbuster

You experience Hollywood Dreams optimally in one day with (one or multiple) teams of 8 – 12 people. While playing, there is enough time to reflect on one’s own work situation, thereby learning for current and future challenges.

Hollywood Dreams makes your employees better equipped to govern, manage and integrate services.

Set up of the Simulation

By playing in a number of game rounds and reflecting and improving between rounds you will also need to apply ‘continual learning and improving’ as a core team capability.

The simulation consists of 4 rounds. In each round, the team will experience one or more aspects of Service Integration and Management. Each round starts with preparation time in order to improve processes. Vendors can buy extra resources and the Contract Manager discusses the contracts and agreements with the suppliers. Fees need to be paid. Then the Business will share and prioritise the projects with the Integration Manager and the suppliers can start to plan applications, RFCs and innovations. In the meanwhile, incidents will be reported at the vendors of IT Support and IT Operations

Course Overview

70% of the IT departments are unable to demonstrate value to their business. The business and IT relationship is under strain, both parties blaming the other. IT is under increasing pressure to improve. New, disruptive technologies such as Cloud and social media, are emerging rapidly and businesses are demanding more and more IT. How can IT align with the business to ensure investments in emerging technologies deliver value, without negatively impacting existing services and capabilities? How can IT and business improve their relationship and gain a better understanding of each other? This simulation can be played by both business & IT people and can help create a better understanding and a shared commitment for improving business & IT alignment capabilities.

Why Grab@Pizza

Creating Business Value through IT
Developing an outside-in Customer focus
Understanding how to practically apply best practice such as COBIT, BRM (Business Reslationship management) to realize a sustainable change in attitude, behavior and culture in both the business & IT
Transforming ITSM and ITIL into a strategic capability
Aligning IT and business decision making
Improving end-to-end collaboration and communication

Duration of the simulation : 1 day
Number of participants : 8 – 12

Course Objectives

Each of the simulations will be customized towards your own organizational learning objectives and problems to be solved. However in general these are the primary objectives:

Learn how to internally align the ITSM processes to create value to the business whilst managing costs and risks.
Learn how to engage with the business in a dialogue of mutual understanding to agree and align priorities and decision making.
Learn how to balance IT investments and decisions around creating value and outcomes at the same time managing costs and risks.
Learn how to use the Jerry Luftman theory about Business and IT Alignment to assess weaknesses and identify improvement areas.
Learn how to implement effective communication and governance processes to make the right decisions.
Learn how to translate Business Strategy planning to IT Strategy planning
Develop an effective customer focus.

Course Content

About this Grab@Pizza™ simulation

Scenario Grab@Pizza is a very successful company selling millions of Pizza’s every year. But after 6 months in the current year, the sales figures are far below expectations. The CEO urged the Business Manager to make a challenging recovery plan. This plan is based on a 6 month strategy to bring the sales and profit back on target. IT is a crucial enabler for reaching new markets, streamlining processes and reducing administrative overheads. The IT department must organize themselves to explore the business demands, translate them to IT strategy and organize IT Support, IT Operations and Change Management to ensure that the Business is successful at the end of the simulation.

Objectives: This simulation can be used for many different situations. For each of the scenario’s we can offer separate reflection and discussions during the improvement cycles.

COBIT

The game can be used in combination with COBIT foundation or implementation training, and can also be used during COBIT implementation initiatives to create awareness, buy-in and help capture improvements. When played in this context we can focus on aspects such as:

Exploring business drivers and stakeholder needs;
Using the goals cascade to align business and IT goals;
Understanding RACI requirements for both Business AND IT;
Balancing decision making and priority mechanisms around ‘Benefits Realization’, ‘Resource optimization’ & ‘Risk optimization’;
Using Cobit to assess capabilities, agree and prioritize improvements between game rounds.

Business Relationship Management (BRM)

The game can be used in combination with the BRMP or CBRM training. It can also be used by BRM teams to promote BRM within their own organizations. Bringing Business and IT people together to explore and agree the role and importance of BRM and to capture improvements.

When played in this context we can focus on aspects such as:

Moving BRM from an ‘order taker’ to a ‘strategic partner’;
Understand the role of BRM as ‘Connector’,‘Orchestrator’, ‘Navigator’;
Understanding sources of ‘Value Leakage’ and how to optimize ‘Value realization’;
Explore the BRM role in Service Management and how frameworks such as COBIT and ITIL®

ITIL® practitioner

The game can be used in combination with ITIL® training, particularly ITIL® practitioner, as it provides ample opportunity to apply ITIL® theory and experiment with ITIL® practitioner TOOLKIT items in a case organization. It can also be played within organizations as a CSI instrument, and to support OCM (Organizational Change Management) initiatives to create-buy in and surface resistance. When played in this context we can focus on aspects such as:

Using the Guiding principles ‘focus on value’ & ‘design for experience’ to align with business needs;
How to effectively communicate and collaborate E2E;
Using CSI between game rounds to populate a CSI register and prioritize improvements to ‘progress iteratively’;
Using measurements and metrics that relate to business value and outcomes

Course Overview

Cloud computing means implementing and using cloud technology to provide IT-related services hosted off-premise. Usually cloud services are distributed over the internet. Cloud supports businesses by offering flexible IT solutions based on clear service level agreements (SLAs). The Cloud Computing Foundation certification requires insight in the basics of cloud technology, the relation between cloud and other areas of information management, and how cloud computing is incorporated in the business. This insight is based on knowledge of the fundamental concepts behind cloud, which includes understanding cloud architecture, design, and deployment.

Course Objectives

By the end of this course you will have learnt:

Essential elements of cloud computing
Pros and cons of cloud computing
Who’s who in cloud computing and the product and services they offer
The business case for going to the cloud
How to build a cloud network
Virtualization architecture
Products used to implement the virtualization architecture
Security and privacy issues with cloud computing
Federation and presence
Cloud computing standards and best practices
Platforms and applications used by cloud computing end users
How mobile devices can be used in the cloud

Course Content

1. The principles of Cloud computing

The concept of Cloud computing
The development of Cloud computing
Cloud computing architecture
Advantages and disadvantages of Cloud computing

2. Implementing and managing Cloud computing

Building a local Cloud environment
Managing Cloud services

3. Using the Cloud

Accessing the Cloud
The Cloud and Business Processes
Service Providers and the Cloud

4. Cloud Security, Identity and Privacy

Securing the Cloud
Identity and Privacy

5. Evaluation of Cloud Computing

The business case
Evaluating Deployments

Course Overview

Many IT organizations are struggling to deliver quality services. Despite the massive investment in training, ITSM improvement initiatives are failing to deliver the hoped for value. The services are too unpredictable, unrepeatable, expensive and pose unacceptable business risks. The IT organization is still not Customer or Service focused. This simulation will help translate ITSM theory into practice, create buy-in and capture concrete improvement actions, helping to realize a customer focused culture and improve service quality.

This Apollo 13 Simulation Game will help:

Improve your ITSM performance
Increase Customer and Service Focus
Get more out your ITSM/ITIL training
Learn how improve Processes to realize demonstrated value and reduce business risk

Do you recognize this?

With the growing importance of IT to all organizations ITSM is becoming a strategic capability. Many organizations have adopted and invested heavily in ITSM best practice frameworks such as ITIL. Many are struggling and are not achieving the hoped for value, worse still their lack of ITSM capabilities are presenting a risk to their business. Despite the massive investments in ITSM training and certification we still struggle to translate the theory into practice and translate the ITSM knowledge into results.

Duration of the simulation 1 day
Number of participants 8 – 12

Course Content

About Apollo 13 – an ITSM experience™Scenario

You are the Mission Control Center of NASA. Your aim is to support the Crew during the

Mission. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success. In 4 rounds you will be challenged with events, problems, issues, changes and increasing business demand. You must apply the ITSM best practices in order to become successful. You will guide the crew through the launch, journey to and from the moon, to a safe return and splashdown, at the same time realizing the strategic goals for the mission.