ITIL 4 eLearning Advanced - Accredited eLearning

ITIL 4 Specialist: Create, Deliver & Support (CDS) - Managing Professional | Practice Manager Stream
Exam: 40 questions, 90 minutes

Enhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement. Suitable for all IT professionals. Key Benefit: Sharpens your design and delivery skills.

• Service Design and Development - Learn how to design and develop services that meet customer needs and fulfill business objectives. Acquire the skills needed to define requirements, design components and ensure service quality.
• Service Delivery - Understand the processes and activities involved in delivering high-quality IT services, including service transition and operation.
• Service Support - Gain expertise in the support functions and practices required to maintain and manage IT services effectively.
• Service Performance Metrics - Identify and measure Key Performance Indicators and other metrics to assess the performance and effectiveness of IT services.
• Service Automation and Technology - Discover the role of automation and technology in service creation, delivery and support.
• Culture and Collaboration - Learn how to foster a service-oriented culture within your organisation and promote collaboration between teams and departments to deliver successful projects.
• Continuous Improvement - Continuous improvement is the ITIL framework’s main area of focus. Discover how to leverage data and feedback to improve services, processes and practices.
• Customer and User Experience - Align services with customer expectations to deliver exceptional customer experiences and address needs promptly and efficiently.
• ITIL 4 Principles - Apply ITIL 4's guiding principles (“Focus on Value”, “Start Where You Are”, and “Optimise and Automate”) to boost efficiency. 

ITIL 4 Leader: Digital & IT Strategy (DITS) - Strategic Leader Stream
Exam: 30 questions, 60 minutes

Improve your digital leadership skills to align digital strategies with broader business objectives, discover how to navigate VUCA environments and effectively respond to disruptions. Suitable for Senior business and IT executives. Key Benefit: Helps you succeed with digital and IT strategies.

• Crafting a Digital Vision and Strategy - Develop the skills to assess internal and external factors when crafting a digital vision and cross-organisational strategy. Gain a deeper understanding of the evolving landscape of modern service economies and why organisations need to adapt their strategies to stay competitive.
• Assessing Digital Strategy - Explore the impact and importance of a successful digital strategy on overall business success. Learn how digital strategy affects the various aspects of the business and how it can drive innovation and growth.
• Operationalising Strategy - Discover how digital and IT strategies integrate into the ITIL 4 service value system and align with guiding principles. Learn to implement strategies effectively across the service value chain and leverage ITIL 4 practices for strategic success.
• Responding to Digital Disruption - Gain insight into how to strategically position organisations against digital disruptors to remain relevant in the market. Learn to assess digital readiness, leverage technology to enhance operational performance and increase customer satisfaction.
• Strategic Risk Management in VUCA Environments - Acquire the skills needed to identify, evaluate, and manage risks and opportunities inherent in operating in volatile, uncertain, complex, and ambiguous (VUCA) environments. Understand the nuances of managing risks in a digital business model and develop strategies to mitigate potential threats.
• Evolving Service Delivery Models - Explore innovative approaches to service delivery in the digital era. Learn to adapt service delivery models to meet customers’ evolving needs and leverage digital technologies to enhance efficiency and effectiveness.
• Driving Organisational Change - Master the art of driving organisational change through digital and IT strategies. Learn how to align organisational culture, processes and structures with digital transformation initiatives to foster innovation and agility.
• Optimising Customer Experience - Discover techniques for optimising the customer experience through digital and IT strategies. Learn to leverage technology and data insights to personalise customer interactions, streamline processes and deliver exceptional services.

• Cultivating Digital Leadership - Develop leadership skills that are tailored to the digital landscape. Learn how to inspire teams, foster collaboration and navigate complex digital challenges to drive organisational success in the digital age.

   

ITIL 4 Specialist: Direct, Plan and Improve (DPI) - Managing Professional | Strategic Leader Stream
Exam: 40 questions, 90 minutes

The DPI module provides IT professionals and leaders with the knowledge they need to use ITIL methods in their overall IT strategy, and to create a robust IT organization with a strong and effective strategic direction. This module will show who to achieve a clear alignment between strategy and operations in order to maximize outcomes. The module equips candidates with the skills to control, influence and inspire others to work in a desired way and create effective, high performing IT and digital teams. It is the universal module which will be a key component of both ITIL 4 Managing Professional and ITIL 4 Strategic Leader. Key Benefit: Excel in IT management, encourage a culture of continual improvement.

• Key concepts - Understand the key concepts of ITIL 4: Direct, Plan, and Improve. Learn the importance of value, outcomes, costs and risks.
• Governance and Compliance - Learn how to establish effective governance structures and ensure compliance with relevant regulations, standards and policies.

• Service Performance Metrics - Define, select and use Key Performance Indicators to assess the performance and effectiveness of IT services and processes.

• Continual improvement - Explore the concepts and practices of continuous improvement, such as using feedback and data to help services, processes and practices evolve.
• Risk Management - Gain a greater understanding of IT service risk management to help your organisation avoid disruptions and losses.
• Value Stream Mapping - Use value stream mapping to identify areas for process improvement and optimise the flow of value within your organisation.
• Communication and Collaboration - Enhance communication and collaboration between departments and stakeholders to facilitate the successful delivery of services.
• Planning - Accurately assess what needs to be planned and use key principles and methods to ensure effective delivery.
• Organization change management - Focus on the importance of organisational change management in the context of IT service management and continuous improvement.

ITIL 4 Specialist: Drive Stakeholder Value (DSV) - Managing Professional Stream
Exam: 40 questions, 90 minutes

Gain the skills you need to enhance stakeholder relationships and optimise the user experience through effective value co-creation. Suitable for all IT professionals. Key Benefit: Helps optimise digital and IT services.

• Understanding Stakeholder Needs And Expectations - Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
• Customer Experience Management - Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
• Service Relationships - Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
• Value Co-creation - Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
• Service Level Management - Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
• Service Metrics And KPIs - Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
• Customer Journey Mapping- Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
• Service Improvement - Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
• Communication And Collaboration - Foster positive stakeholder relationships through effective communication and collaboration. 

ITIL 4 Specialist: High-Velocity IT (HVIT) - Managing Professional Stream
Exam: 40 questions, 90 minutes

Learn practical skills to adapt service management practices to the modern organisation's dynamic, high-velocity environment. Build resilient systems and improve service quality and speed. Suitable for all IT professionals. Key Benefit: Boost performance with Lean, Agile and DevOps.

• Digital Transformation Strategies - Different strategies and approaches for transforming traditional IT operations into a more digitally-focused and agile environment.
• Agile and DevOps Principles - Understand how Agile and DevOps practices can be applied to IT service management to accelerate service delivery, improve collaboration, and enhance efficiency.
• Lean and Continuous Improvement - How lean principles can be applied to eliminate waste and streamline processes within IT operations. Explore the concept of continuous improvement to drive ongoing enhancements.
• Automation - Gain insights into the role of automation as well as AI and ML in modern IT operations, including how to leverage these technologies for efficiency and innovation
• Digital Product Management - Understand the concepts of digital product management and how to design, develop, and manage digital products and services that meet customer needs and deliver value.
• Service Resilience - Understand how to ensure the resilience and security of digital services in a high-velocity environment, including strategies for addressing security threats and vulnerabilities.
• Service Performance Metrics - Explore the measurement and reporting of key performance indicators (KPIs) and metrics to assess the performance and effectiveness of digital services.
• Customer-Centric Approaches - Learn about the importance of having a customer-centric mindset and focus on delivering services that are aligned with customer expectations to create a positive experience.
• Culture - Recognise the significance of culture when transitioning to high-velocity IT including strategies for fostering a culture of innovation, collaboration, and agility.

ITIL 4 Specialist: Monitor, Support, Fulfil (MSF) - Practice Manager Stream
Exam: 60 questions, 90 minutes, pass mark: 65%

A combined module that covers the key concepts of 5 ITIL Practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management and Problem Management. Key Benefit: Enhance operational performance.

• Key concepts - Understand the purpose and key concepts of the Monitor, Support, and Fulfil practices, elucidating their importance in maintaining, supporting, and delivering IT services effectively.
• Practice success factors - Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Monitor, Support, and Fulfil practices in achieving service excellence.
• Practice processes - Explore processes, including key activities, and learn how to integrate them into your organisation's value stream to ensure seamless monitoring, robust support, and efficient fulfilment of IT services.
• Roles and competencies - Focus on key roles within the Monitor, Support, and Fulfil practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for monitoring services, providing support, and fulfilling service requests.
• Information and technology - See how Information and Technology can support and enable the Monitor, Support, and Fulfil practices to deliver improvements, providing tools and systems for effective monitoring, support, and fulfilment operations.
• Partners and suppliers - Explore the role of partners and suppliers in the Monitor, Support, and Fulfil practices, understanding how to collaborate effectively to enhance service monitoring, support, and fulfilment processes.
• The ITIL Capability model - Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective monitoring, support, and fulfilment.
• Practice success - Learn strategies for succeeding with the Monitor, Support, and Fulfil practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of efficient and effective IT service management practices to achieve business goals.

ITIL 4 Specialist: Collaborate, Assure and Improve (CAI) - Practice Manager Stream
Exam: 40 questions, 90 minutes, pass mark: 65%

Learn practical skills to adapt service management practices to the modern organisation's dynamic, high-velocity environment. Build resilient systems and improve service quality and speed. Suitable for all IT professionals. Key Benefit: Boost collaborative assurance.

• Key concepts - Understand the key concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, elucidating their significance in fostering collaboration, ensuring service quality, driving continual improvement, and maintaining information security.
• Practice success factors - Introduce the practice success factors (PSF) and key metrics of the practices, essential for evaluating the effectiveness and maturity of Collaborate, Assure, and Improve practices in achieving organisational goals and delivering value to stakeholders.
• Practice processes - Explore processes including key activities and learn how to integrate the practices into the organisation's value stream to enhance collaboration, assurance, and improvement across service delivery processes.
• Roles and competencies - Focus on the key roles of the Collaborate, Assure, and Improve practices and understand how to position the practices effectively within the organisation. Develop the necessary competencies for driving collaboration, ensuring assurance, and facilitating improvement initiatives.
• Information and technology - Explore how Information and technology can support and enable the Collaborate, Assure, and Improve practices to deliver improvements, providing tools, technologies, and best practices for enhancing collaboration, assurance, and continual improvement efforts.
• Partners and suppliers - Focus on the role of partners and suppliers in the Collaborate, Assure, and Improve practices, understanding how to collaborate effectively to leverage external expertise, resources, and capabilities to enhance service delivery and achieve organisational goals.
• The ITIL capability model - Explore how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective collaboration, assurance, and improvement practices.
• Practice success - Focus on the recommendations for Collaborate, Assure, and Improve success and understand how they are supported by the ITIL guiding principles, ensuring the establishment of a culture of collaboration, assurance, and continual improvement to drive organisational success.

ITIL 4 Specialist: Plan, Implement, and Control (PIC) - Practice Manager Stream
Exam: 60 questions, 90 minutes, pass mark: 65%

A combined module that covers the key concepts of 5 key ITIL practices: Change Enablement, Deployment Management, Release Management, Service Configuration Management, and IT Asset Management. Key Benefit: Effective strategic execution.

• Key concepts - Understand the purpose and key concepts of the Plan, Implement, and Control practices, highlighting their importance in establishing, executing, and governing IT service strategies effectively.
• Practice success factors - Learn about practice success factors (PSF) and key practice metrics, essential for evaluating the effectiveness and maturity of the Plan, Implement, and Control practices in achieving strategic objectives.
• Practice processes - Explore processes, including key activities, and learn how to integrate them into your organisation's value stream to ensure coherent planning, effective implementation, and robust control mechanisms.
• Roles and competencies - Focus on key roles within the Plan, Implement, and Control practices, and understand how to position the practices effectively within your organisation. Develop the necessary competencies for planning, executing, and controlling IT service strategies.
• Information and technology - See how Information and Technology can support and enable the Plan, Implement, and Control practices to deliver improvements, providing tools and systems for effective planning, implementation, and control.
• Partners and suppliers - Explore the role of partners and suppliers in the Plan, Implement, and Control practices, understanding how to collaborate effectively to enhance strategy execution and governance.
• The ITIL Capability model - Discover how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective planning, implementation, and control.
• Practice success - Learn strategies for succeeding with the Plan, Implement, and Control practices and understand how they are supported by the ITIL guiding principles, ensuring the establishment of effective IT service strategies and governance frameworks to achieve business goals.