Course Overview

This 3-day 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 Asset Management Practice, the ITIL® 4 Change Enablement Practice, the ITIL® 4 Deployment Management Practice, the ITIL® 4 Release Management Practice, and the ITIL® 4 Service Configuration 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 Plan, Implement, and Control 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 Asset Management Practice, ITIL® 4 Change Enablement Practice, ITIL® 4 Deployment Management Practice, ITIL® 4 Release Management Practice, ITIL® 4 Service Configuration Management Practice publications.

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

Course Objectives

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

Course Content

Our ITIL® 4 Specialist: Plan, Implement & Control (PIC) training course will cover the following topics:

1. IT Asset Management (ITAM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

2. Change Enablement (CE):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

3. Deployment Management (DM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

4. Release Management (RM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

5. Service Configuration Management (SCM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

6. Plan, Implement & Control (PIC):

• Understand the processes and value streams of the Plan, Implement, and control practices
• How information and technology support and enable the practices
• Recommendations for the Plan, Implement, and Control practices success

Course Overview

This 3-day 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 Incident Management Practice, the ITIL® 4 Service Desk Practice, the ITIL® 4 Service Request Management Practice, the ITIL® 4 Monitoring and Event Management Practice, and the ITIL® 4 Problem 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 Monitor, Support, and Fulfil 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 Incident Management Practice, ITIL® 4 Service Desk Practice, ITIL® 4 Service Request Management Practice, ITIL® 4 Monitoring and Event Management Practice, ITIL® 4 Problem Management Practice publications.

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

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Objectives

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

• Service Desk
• Incident Management
• Problem Management
• Service Request Management
• Monitoring & Event Management

Course Content

1. Incident Management (INM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• The recommendations for the practice success 

2. Service Desk (SD)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• Τhe role of partners and suppliers in the practice
• Ηow the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

3. Service Request Management (SRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

4. Monitoring and Event Management (MEM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for practice success

5. Problem Management (PRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

6. Monitor, Support, and Fulfil

• Understand the processes and value streams of the Monitor, Support, and Fulfil practices
• How information and technology support and enable the practices
• Recommendations for the Monitor, Support, and Fulfil practices success

Course Overview

This course provides an understanding of the ways in which digital organizations and digital operating models function in high velocity environments, focusing on rapid delivery of products & services to obtain maximum value. The qualification will provide the candidate with an understanding of working practices such as ‘Agile and Lean’, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. 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 concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT.
• Understand the digital product lifecycle in terms of the ITIL® ‘operating model’.
• Understand the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT.
• Know how to contribute to achieving value with digital products.

Course Content

• Understand the following terms:
  • Digital organization
  • High velocity IT
  • Digital transformation
  • IT transformation
  • Digital products
  • Digital technology
• Understand when the transformation to high velocity IT is desirable and feasible
• The five objectives associated with digital products – to achieve:
• Valuable investments – strategically innovative and effective application of IT
• Fast development – quick realization and delivery of IT services and IT related products
• Resilient operations – highly resilient IT services and IT related products
• Co-created value – effective interaction between service provider and consumer
• Assured conformance – to governance, risk and compliance (GRC) requirements
• Understand how high velocity IT relates to:
  • The four dimensions of service management
  • The ITIL service value system
  • The service value chain
  • The digital product lifecycle
• Understand the following concepts:
  • Ethics
  • Safety culture
  • Toyota Kata
  • Lean / Agile / Resilient / Continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
• Know how to use the following principles, models and concepts:
  • Ethics
  • Safety culture
  • Lean culture
  • Toyota Kata
  • Lean / Agile / Resilient / Continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
• To contribute to:
  • Help get customers’ jobs done
  • Trust and be trusted
  • Commit to performance
  • Deal with uncertainty
  • Improve by being inquisitive
• Know how the service provider ensures valuable investments are achieved
• Know how to use the following practices to contribute to achieving valuable investments:
  • Portfolio management
  • Relationship management
• Know how the service provider ensures fast deployment is achieved
• Know how to use the following practices to contribute to achieving fast deployment:
  • Architecture management
  • Business analysis
  • Deployment management
  • Service validation and testing
  • Software development and management
• Know how the service provider ensures resilient operations are achieved
• Know how to use the following practices to contribute to achieving resilient operations:
  • Availability management
  • Capacity and performance management
  • Monitoring and event management
  • Problem management
  • Service continuity management
  • Infrastructure and platform management
• Know how the service provider ensures co-created value is achieved
• Know how to use the following practices to contribute to achieving co-created value with:
  • Relationship management
  • Service design
  • Service desk
• Know how the service provider ensures assured conformance is achieved
• Know how to use the following practices to contribute to achieving assured conformance:
  • Information security management
  • Risk management

Course Overview

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® 4 Foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. 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 how customer journeys are designed.

• Know how to target markets and stakeholders.

• Know how to foster stakeholder relationships.

• Know how to shape demand and define service offerings.

• Know how to align expectations and agree details of services.

• Know how to onboard and offboard customers and users.

• Know how to act together to ensure continual value co-creation (service consumption / provisioning).

• Know how to realise and validate service value.

Course Content

• Understand the concept of the customer journey.
• Understand the ways of designing and improving customer journeys.
• Understand the characteristics of markets.
• Understand marketing activities and techniques.
• Know how to describe customer needs and internal and external factors that affect these.
• Know how to identify service providers and explain their value propositions.
• Understand the concepts mutual readiness and maturity.
• Understand the different supplier and partner relationship types, and how these are managed.
• Know how to develop customer relationships.
• Know how to analyse customer needs.
• Know how to use communication and collaboration activities and techniques.
• Know how the following practices can be applied to enable and contribute to fostering relationships: –
• Relationship management
• Supplier management
• Understand methods for designing digital service experiences based on value driven, data driven and user centred service design.
• Understand approaches for selling and obtaining service offerings.
• Know how to capture, influence and manage demand and opportunities.
• Know how to collect, specify and prioritise requirements from a diverse range of stakeholders.
• Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design.
• Know how to plan for value co-creation.
• Know how to negotiate and agree service utility, warranty and experience.
• Know how the Service Level Management practice can be applied to enable and contribute to service expectation management.
• Understand key transition, onboarding and offboarding activities.
• Understand the ways of relating with users and fostering user relationships.
• Understand how users are authorized and entitled to services.
• Understand different approaches to mutual elevation of customer, user and service provider capabilities.
• Know how to prepare onboarding and offboarding plans.
• Know how to develop user engagement and delivery channels.
• Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services.
• Know how the Service Desk practice can be applied to enable and contribute to user engagement.
• Understand how users can request services.
• Understand methods for triaging of user requests.
• Understand the concept of user communities.
• Understand methods for encouraging and managing customer and user feedback.
• Know how to foster a service mindset (attitude, behaviour and culture).
• Know how to use different approaches to provision of user services.
• Know how to seize and deal with customer and user ‘moments of truth’.
• Know how the Service Request Management practice can be applied to enable and contribute to service usage.
• Know how to realise and validate service value.
• Understand methods for measuring service usage and customer and user experience and satisfaction.
• Understand methods to track and monitor service value (outcome, risk, cost and resources).
• Understand different types of reporting of service outcome and performance.
• Understand charging mechanisms.
• Know how to assess service value realization.
• Know how to prepare to evaluate and improve the customer journey.
• Know how the Portfolio Management Practice can be applied to enable and contribute to service value realization.

Course Overview

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. 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 how to plan and build a service value stream to create, deliver and support services.
• Know how relevant ITIL® 4 practices contribute to creation, delivery and support across the SVS and value streams.
• Know how to create, deliver and support services.
• Preparation to sit the ITIL® 4 Create, Deliver, Support examination.

Course Content

Understand the concepts and challenges relating to the following across the service value system:

• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement

Understand the use and value of information and technology across the service value system:

• Integrated service management toolsets
• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning
• Continuous integration and delivery/deployment (CI/CD)
• Information models

Know how to use a value stream to design, develop and transition new services

Know how the following ITIL® practices contribute to a value stream for a new service:

• Service design
• Software development and Management
• Deployment management
• Release management
• Service Validation and testing
• Change Enablement

Know how to use a value stream to provide user support

Know how the following ITIL® practices contribute to a value stream for user support:

• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

• Managing queues and backlogs
• Prioritizing work
• Understand the use and value of the following across the service value system:
• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)

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.

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

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.

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:

• 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.

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

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.

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

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.

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

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.