Course Overview

Great business instinct can be learned. Our Business Acumen course explores the knowledge, skills and understanding required to avoid business pitfalls and improve business insight.

Course Objectives

The Business Acumen course covers the knowledge, skills, understanding and perspective needed to develop good business acumen. Topics include leadership and decision making skills; an understanding of business models, a growth mindset; financial and data literacy and more.

Course Content

During this course, you will cover:

• The range of knowledge/skills required to possess business acumen
• Types of business model and the differences between them
• The concept of a values driven organisation
• The importance of a growth mindset for senior leadership teams
• Factors relevant to organisational decision-making
• Generic strategies for growth
• Competitive strategies
• How to evaluate product portfolio using the Growth Share Matrix
• Defining the term ‘profit’ across different types of organisation
• Understanding pricing and costing approaches
• How to evaluate financial reports
• How to analyse business proposals
• Using data to inform business decision-making

Course Overview

In the IT-world of today cross-functional teams are expected to deliver business value with quality at speed. TMAP supports quality engineering in this new way of working on “built in quality” and goes beyond testing. This 3-day TMAP: Quality for cross-functional teams training course offers the members of the high-performance IT delivery team (such as DevOps or Scrum) the required knowledge and skills to build quality into an IT-system. It also helps them to provide the information needed for the stakeholders to establish their confidence that the pursued business value is delivered. Focusing on the members of DevOps and Scrum teams.

This is a 3-days course, including a 1-hour exam (exam-voucher)

Course Content

During this training course the participants (that typically are a member of a cross-functional team in any role) will get knowledge and practical experience with the following QA & testing subjects:

• The VOICE model for achieving business value by IT delivery
• IT delivery models, especially DevOps
• Cross-functional teams and continuous quality engineering
• The whole-team approach and relevance for Dev and Ops people
• QA & testing topics such as: Reviewing and pull-requests and Continuous improvement and metrics
• Continuous everything, test automation and CI/CD pipeline
• Total cost of quality
• Indicators, reporting and alerting
• Quality measures
• Personal, interpersonal and team skills
• Test varieties (perfomance -, usability -, security testing and more)
• Experience-based testing: exploratory testing and mob testing
• Test design: boundary value analysis, path coverage, condition oriented testing, code coverage and mutation testing

The training course lets participants get experience on these subjects through short introductions followed by relevant exercises and leaves ample room for sharing experiences by all participants. During the course the participants will also practice exam questions.

Course Overview

Service Integration and Management (SIAM®) is a methodology used to manage and seamlessy integrate multiple service providers to ensure a single business-facing IT organization. The EXIN SIAM® Professional certification tests a candidate’s knowledge and skills of the activities in the four stages of the SIAM® roadmap. A candidate who successfully completes the EXIN SIAM® Professional can analyze, plan, build and inspect a multi-service provider environment.

Scope

The EXIN SIAM® Professional certification tests a candidate’s knowledge of the application of SIAM®  to situations and the candidate’s ability to further analyze the SIAM® concepts in the following areas:

The Discovery and Strategy stageThe Plan and Build stageThe Implement stageThe Run and Improve stageSIAM® practices across the stages

Course Objectives

• Establish a governance framework based on SIAM® practices;
• Perform an organization assessment to better determine and establish a plan and promote improvements;
• Determine the key elements to perform a SIAM® implementation;
• Design and build up a SIAM® model for different environments and organizations;
• Lead a SIAM® implementation;
• Select different approaches to implement SIAM®;
• Use organizational change management in order to boost the SIAM® implementation;
• Improve the organization’s SIAM® ecosystem at every stage;
• Manage and continuously improve multiple processes based on SIAM®.

Course Content

1. Discovery and Strategy

– Elements of a SIAM® Governance Framework
The candidate can…

• interpret the characteristics of governance in a SIAM® ecosystem.
• differentiate SIAM® governance roles.
• choose governance approaches for monitoring and measuring service performance.

-Analysis of the Current Situation
The candidate can…

• analyze existing services, service groupings, service providers and the marketplace.
• explain how to assess current capability.
• classify the influences for deciding on the SIAM® model and sourcing approach.

– Key Elements of a SIAM® Strategy
The candidate can…

• interpret strategic drivers for SIAM®.
• differentiate critical success factors for SIAM®.
• interpret the principles and policies for roles and responsibilities.
• select an appropriate SIAM® strategy.
• illustrate how to gain and maintain buy-in to a SIAM® strategy.
• describe the content of the business case and the transition project for SIAM®.

2. Plan and Build

– Design a Detailed SIAM® Model
The candidate can…

• analyze organization specific service models and process model
• select an appropriate sourcing approach and SIAM® structure.
• describe detailed roles and responsibilities.
• select a performance measurement and reporting framework.
• select a collaboration model.
• analyze contract considerations for SIAM®.

– Plan a SIAM® Implementation
The candidate can…

• describe the challenges for organizational change.
• differentiate between approaches for onboarding of services and service providers.
• analyze the most appropriate tooling strategy and integration methods for a SIAM® ecosystem.

3. Implement

– Different Scenarios Supporting a SIAM® Implementation
The candidate can…

• choose between a big-bang approach and a phased approach, based on the benefits and risks of these approaches.
• explain how to transition to the approved SIAM® model.

– Ongoing Organizational Change Management
The candidate can…

• choose ways to influence morale and motivation.

4. Run and Improve

– Operate, Assure and Improve a SIAM® Ecosystem
The candidate can…

• analyze structural elements at different levels.
• select appropriate mechanisms to address issues and improve provider and integrator performance.
• apply audit and compliance mechanisms.

5. SIAM® Practices Across the Stages

– Application of SIAM® Practices
The candidate can…

• apply all SIAM® practices of the Discovery & Strategy stage.
• apply all SIAM® practices of the Plan & Build stage.
• apply all SIAM® practices of the Implementation stage.
• apply all SIAM® practices of the Run & Improve stage.

Course Overview

Service Integration and Management (SIAM®) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organisation. This certification course covers themes such as: potential benefits as well as the challenges and risks of implementing SIAM®. The SIAM® certification also includes examples of implementation structures, governance, tooling and data considerations and the common processes used in a SIAM® ecosystem.

Course Objectives

After you complete this course you will be able to:

• Have a new perspective of outsourcing by means of the Service Integration and Management approach, its models, structures, processes, function and roles.

Course Content

1. Introduction to Service Integration and Management

• What is SIAM®?
• The history of SIAM®
• The purpose of SIAM®
• The scope of SIAM®
• SIAM® and the Business Strategy
• Value to the organization – The SIAM® business case

2. SIAM® roadmap

• Discovery and Strategy
• Plan and Build
• Implement
• Run and Improve

3. SIAM® Structures

• Internally Sourced Service Integrator
• Externally Sourced Service Integrator
• Hybrid Service Integrator
• Lead supplier as Service Integrator

4. SIAM® and Other Practices

• IT Service Management
• Lean
• COBIT®
• DevOps®
• Agile

5. SIAM® Roles and Responsibilities

• Roles and the SIAM® roadmap
• How is a role different in a SIAM® Ecosystem?
• Customer Organization
• Service Integrator
• Service Provider
• Governance Roles
• Operational Roles
• The Service desk in a SIAM® ecosystem

6. SIAM® Practices

• People Practices: Managing Cross-functional Teams
• Process Practices: Integrating Processes across service providers
• Measurement Practices: Enable and Report on End to End Services
• Technology Practices: Creating and Tooling Strategy

7. SIAM® Cultural Considerations

• Cultural Change
• Collaboration and Cooperation
• Cross-service Provider Organization

8. Challenges and Risks

• Building the Business Case
• Level of Control and Ownership
• Legacy Contracts
• Commercial Challenges
• Security
• Cultural Fit
• Behaviours
• Measuring success
• Trust/Eliminating Micro-Management

Course Overview

Master the key areas of service desk management, gain the globally recognised Service Desk Manager qualification and lead your team to lasting success.

The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised professional qualification. This short video explains how this course will ensure you gain the skills needed to steer your service desk to success.

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

This training is delivered by the Service Desk Institute.

Course Objectives

At the end of this course, delegates will gain:

A thorough grounding in the skills required to lead, motivate and manage a service desk team.
The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
An internationally recognised SDM qualification from Peoplecert.
A new network of colleagues in similar roles from other organisations

Course Content

This course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager:  

• Defining strategic requirements: review the purpose, activities, and requirements of a successful service desk from a global perspective, discover the benefits of complying with industry standards and examine ethics in the service and support environment
• Developing a strategic role: examine the requirements for creating an effective service desk strategy that underpins business goals, learn about the purpose and objectives of vision and missions statements, examine the benefits and challenges associated with various sourcing models, and review the objectives and activities of financial management
• The role of the service desk manager: review the characteristics, skills and competencies required to be an effective service desk manager, review the roles and responsibilities of a service desk manager, discuss the reasons why we should promote the service desk, and review the key activities of a successful promotion campaign
• Organisational change and project management: identify the elements of successful project management and the importance of building persuasive business cases, example the purpose and benefits of effective organisational change, identify opportunities for participation in strategic decision making, and review the knowledge requirements to build good strategic awareness
• Teamwork and communication: review the characteristics of effective teams, examine the importance of excellent communication skills from a management perspective, learn the requirements of effective presentation skills, and enhance listening, information gathering and negotiating techniques
• Staff recruitment, retention & development: examine the requirements for effective recruitment strategies, review the features and benefits of a structured and on-going approach to induction, training and development, and explore the behaviours required to retain staff, maintain effective working relationships and address individual performance issues
• Management and leadership: review the activities of an effective manager and an effective leader, identify the elements of successful planning and co-ordinating activities, and examine the benefits of and how to achieve motivated teams
• Resilience: examine the importance of emotional resilience, recognising signs of positive and negative stress in yourself and your staff, and effective stress management
• Effective management of resources: examine the challenges and benefits of commonly used support delivery methods and technologies, explore the benefits of workforce management and resource planning models, and discover the challenges and benefits of adopting self-service
• AI and automation: identify the benefits and challenges of increasing automation and AI opportunities within the workplace and explore common examples of rules-based AI and neural networks
• IT service management: explore IT service management and its objectives, recognise the difference between a practice, a process and a procedure, identify the need to effective practices, processes and procedures and the importance of following them, and discover ITIL 4 practices and their purpose and place within the service desk environment
• Quality assurance activities: review the purpose and objectives of a comprehensive quality assurance program, identify common quality assurance practices, examine the purpose, benefits, and methods of interaction monitoring, and explore the role of benchmarking in the service desk environment
• Managing the customer experience: discover the importance of managing the customer experience and the need for a coherent approach, identify opportunities for capturing feedback, and learn how to use feedback effectively in decision making
• Management information & performance results: examine the relationship between critical success factors (CSFs), key performance indicators (KPIs) and metrics, and identify a range of service desk metrics and their success criteria

Course Overview

Become a qualified Service Desk Analyst and boost your levels of customer service support

The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.

This training course enables service desk and support analysts to gain a professional qualification, issued by PeopleCert, and equips them with the skills essential to delivering excellent levels of customer service and support.

Covering three days of classroom-based learning, plus the qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.

This training is delivered by the Service Desk Institute.

Course Objectives

At the end of this course, service desk analysts will gain:

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
• The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
• A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
• The ability to recognise the importance of teamwork in the support environment
• Knowledge of core IT service management processes and the role of the service desk within these
• Practical problem-solving techniques to help resolve customers’ issues first time
• An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
• An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
• Practical preparation for taking the SDA examination with PeopleCert
• A new network of colleagues in similar roles from other organisations

Course Content

This course contains everything that is typically core to the role of a Service Desk Analyst:

• Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
• Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
• Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
• Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
• Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
• Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
• Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
• IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
• Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
• Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
• Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
• AI & automation: identify common examples, benefits and challenges of AI and automation within service management

Course Overview

Systematic problem solving is one of the essential skills that organizations look for these days. The confident professionals who know how to approach an incident and solve it the “first time every time” are in highest demand. They are the professionals who set new standards in innovation and creativity. The learning path of these people keeps growing and enables them to succeed both personally and professionally.

Systematic problem solving applies to all IT disciplines and brings all the skills of different disciples together with a standard process and language to resolve incidents and avoid “trial and error” attempts. The KEPNERandFOURIE® methodology shared during this course goes hand in hand with Incident and Problem Management. This foundation course will enable you to utilize the KEPNERandFOURIE® methodology effectively. The methodology will enable you to find the correct starting point for investigation, identify the core issues in problem situations, determine the actual cause of an incident, and deliver the right solutions. The course will introduce you to a series of situation-specific ‘can’ critical questions that will help you generate mutually agreed solutions for everyday and unique IT problem situations.

In addition to the knowledge of the concepts, combining factual data, intuition, and experience is critical for successful problem-solving practices. It helps you to do a powerful realization of what is ‘missing.

Course Objectives

At the end of this course, you will be able to:

• Generate and identify the core issues represented in any Incident Situation.
• Generate an accurate Problem Statement, which would enable the investigator to address the correct incident situation.
• Use a set of questions to gather the relevant incident information to serve as the basis for a systematic analysis and verification of a cause.
• Identify and verify the correct technical cause with its root cause.
• Develop solutions for cause removal and solve seemingly unsolvable issues in an incident/problem situation.
• Identify risks represented in an action or decision/plan to be implemented.
• Utilize tools to improve collaboration across silos and virtual collaboration across time zones.

Course Content

Module 1: Course Introduction

Module 2: KEPNERandFOURIE® Fundamentals

• Meaning of Process Thinking
• The Three Skill Sets
• KEPNERandFOURIE® Model
• Levels of Problem Solving

Module 3: PriorityWise

• State the Situation
• List Issues, Challenges
• Execute Prioritization
• Plan of Action

Module 4: CauseWise

• State the Incident
• List Incident Detail
• Generate Causes
• Confirm Technical Cause (Testing Technical Cause, Verify Probable Cause)

Module 5: SolutionWise Max4TM

• State the Purpose
• Identify Solution Requirements (Stakeholder Analysis, Key Requirements)
• Generate & Evaluate Actions
• Develop the Solution

Module 6: RiskWise

• State the Situation
• Identify Potential Problems (Risk Area Analysis, Potential Problems)
• Plan Protection (Likely Reasons, Avoiding Actions, Contingent Actions)
• Develop Action Plan

Course Overview

In the 20th century we used ITIL® to manage our services to bring the Apollo 13 mission to the moon and safely back to Earth again. Bringing a MarsLander to Mars requires a higher level of service delivery capability.

There is a lot more software involved. It has never been done before. Complex new systems and the need to respond quickly to unforeseen events as they unfold. To effectively manage the service delivery we need to be more Agile and Lean. Not only do we have to align different team capabilities to ensure software, hardware and services are in sync, but they must be able to manage new demands and changes rapidly, deploying quickly and safely. The ITIL® capabilities are still relevant but must be more responsive to the demands for more rapid changes – the words Agile Service Management enter the conversation. But what does that mean?

To fulfill all the demands of the customer, IT Teams must quickly respond to new business requests and deliver fast, reliable, safe, error free solutions. An error in space cannot be readily fixed by sending an on-site engineer. The way we need to work on the MarsLander mission is new. We are learning as we go. We need to be flexible and continuously learn and improve our services and capabilities in small steps to ensure that we are continually aligned with customer needs. At the same time we are more and more dependent upon an eco-system of partners and suppliers who must also be aligned and flexible to changing needs.

We also need to work in multifunctional teams to share knowledge, reduce handoffs, prevent mis-communication and ensure all are aligned to realizing customer needs and to increase the flow of work.

Scenario

The mission of your team is clear:

Launch a rocket with the MarsLander on board, bring it to Mars and collect valuable data for Universities and Research Centers.

Your challenge is to support the Mission Center, helping ensure they are able to achieve all mission goals. The Mission Director is managing the Mission Center and leads a team consisting of Flight Operation, Navigation and communication experts. These specialists manage the flight plan of the mission in accordance with mission goals and contractual agreements with the customers and suppliers.

The Mission Support Team consists of Support Engineers, Test Engineers and Change Management. They will resolve all issues that occur during the mission. The Development Team develops and maintains applications, features and application fixes. Vendors are supporting the Mission Support Team with data communication services and data storage services. The Service Manager will manage the Service Design, Service Delivery and Service Improvement.Duration of the simulation 1 dayNumber of participants 8 – 12

Course Objectives

This simulation is about exploring and experiencing how you can transform your current IT organization into a more Agile and Lean organization based on ITSM Next Generation principles such as ITIL®4, VeriSM™, Agile Service Management to name but a few. The following aspects will be experienced and discussed:

What is the essence of ITSM Next generation?How can we increase speed by improving flow of work?How can we integrate vendors into our services?How to work closer together with development?How to continuously improve our service by using the principle of ‘Minimal Viable Services’?How to become a flexible service organization that responds rapidly to changing demands?How to become more customer focused, and develop this ‘customer thinking’ into our teams?How to effectively manage workload (end-to-end) and how to reduce unplanned work?How to increase customer and employee satisfaction?How to use ITSM Next Generation capabilities to deliver business Value?How to apply continual improvement as an end-to-end capability?How to use the principle of ‘Co-creation’ to design and transfer new services?

Course Content

Round 1Launch and Hardy IV encounterIn this round, the flight plan will bring the spacecraft into an orbit around the Earth and on a flight path towards the tail of the comet Hardy IV. The mission must collect valuable data from Hardy IV and send it back to Earth so that Universities and Research Centers can study this data. The Customers may raise new demands, issues may occur and the flight course may have to be changed. After this round, the team will explore opportunities to improve and design the next ‘release’ of the service. In this round the team will execute 2 sprints in which the team can deploy new features or/and implement new services. Between the 2 sprints, the team will perform a Continual Improvement cycle.

Round 2Heading to Mars

During this round the team will have made changes in the way of working, made updates to their services and have responded to the changing demands from customer. The team will now experience how they can increase flow, avoid rework and create better and faster responses to changing demands. In this round Emerging Technology and Continuous Deployment will be introduced. The flight will reach Mars and the Spacecraft will have to make two orbits around Mars to collect new data. But how do we respond if the customer suddenly wants new features such as 4K movies from the landscape of Mars and a different format of graphical output of the data? Did we integrate the vendors in our teams? Did we implement some service automation solutions to increase our performance? Did we ensure quality was built in and integrated testing performed? Can the teams respond rapidly ‘end-to-end’ to deploy a manageable solution? If not, we may have to update and improve our services. If we don’t we may lose to our competitors as customers have other choices.

Round 3 Exploring the landscape of Mars

After the final improvement cycle, we are fully prepared for this final round. The MarsLander has landed on Mars and starts its 2 exploration trips. Have all issues been solved to guarantee that data can be collected as agreed and on time? Did we align with the vendors to be sure we have enough capacity to send and store data? Did we deliver all requested features on time and are we able to support them? Did we improve the multifunctional teams by sharing knowledge and experience?

This round is the last opportunity to achieve our mission goals before we put MarsLander into sleeping mode. This is the moment to celebrate the success of the mission, and demonstrate that by applying ITSM next generation practices we can deliver business value. This kind of Business simulation is an ideal instrument to start changing the mindset of employees before starting an ITSM Next Generation journey in your own company.

Course Overview

This course provides IT leaders, practitioners and support staff with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

This course includes a web proctored exam.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

After you complete this course you will be able to:

• Understand the Key Concepts of 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 (GRC) 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 continual improvement for all types of improvements.
• Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement.
• Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement.
• Understand and know how to direct, plan and improve value streams and practices.

Course Content

Understand the following key terms:

• Direction
• Planning
• Improvement
• Operating Model
• Methods
• Risks
• Scope of control

Understand the differences between the following key concepts:

• Vision and Mission
• Strategy, Tactics and Operations
• Governance, compliance and management
• Policies, Controls and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement

Identify the scope of control and within this:

• Know how to cascade goals and requirements.
• Know how to define effective policies, controls and guidelines.
• Know how to place decision-making authority at the correct level.
• Know how to ensure that controls are sufficient, but not excessive.
• Know how to use the ITIL® continual improvement model to improve the service value system or any part of the SVS.
• Know how to identify assessment objectives, outputs, requirements and criteria.
• Know how to select an appropriate assessment method for a particular situation.
• Know how to define and prioritize desired outcomes of an improvement.
• Know how to build, justify and advocate for a business case.
• Know how to conduct improvement reviews and analysis of lessons learned.
• Know how to embed continual improvement at all levels of the SVS.
• Understand the nature, scope and potential benefits of organizational change management.
• Know how to use the key principles and methods of Communication & OCM.
• Identify and manage different types of stakeholders.
• Effectively communicate with and influence others.
• Establish effective feedback channels.
• Know how to establish effective interfaces across the value chain.
• Know how to define indicators and metrics to support objectives.
• Understand the differences between value streams and practices and how those differences impact direction, planning and improvement.
• Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
• Addressing the 4 dimensions.
• Applying the guiding principles.
• Value stream mapping.
• Optimization of workflow.
• Elimination of waste.
• Ensuring & utilizing feedback.

Course Overview

This 3-day ITIL® 4 Specialist: Sustainability in Digital & IT module explores how service organisations may address sustainability challenges in relation to their digital and IT strategies, tactics, and operations, focusing on ITIL® ’s Service Value Chain and ITIL® practices.

The module highlights key sustainability competencies and capabilities that service organisations should develop and provides guidance on how to build capacity within their teams to effectively manage sustainability challenges.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

Course Objectives

After you complete this course you will be able to:

• Understand how to use the ITIL® guiding principles to deliver value by creating sustainable digitally enabled products and services.
• Effectively address VUCA challenges through sustainable strategies, procurement, products and practices.
• Obtain a practical grounding in the key principles of sustainability.
• Conduct a full cost benefit analysis identifying potential risks and opportunities using best practice guidance.

Course Content

• Key concepts of sustainability
• Value, benefits, costs and risks of sustainability
• How digital and IT support sustainability
• Planning sustainability
• Assessing, maintaining and improving sustainability

The successful completion of practical assessments are required prior to taking the ITIL® 4 Specialist: Sustainability in Digital & IT exam. These assessments will be completed during the class.