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ITIL Course Library

ITIL® 4 Training Courses

The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.  

Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4. 

This package comes with an exam voucher for the ITIL 4 Foundation exam and the full ITIL 4 Foundation course.

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Experts Dr. Suzanne Van Hove and Doug Tedder.  Here is an overview of their accomplishments:

  • Suzanne has over 20 years' experience in IT Service Management
  • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
  • She is the Convener for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
  • She is a lead author of VeriSM™
  • Suzanne received itSMF USA's Lifetime Achievement Award
  • She has trained over 20,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
  • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
  • Doug has nearly 20 years' experience in IT Service Management
  • Doug was named by HDI as one of the 2018 Top ITSM 25 Thought Leaders 
  • He is a contributing author of the VeriSM and co-author of the VeriSM Pocket Guide
  • Doug was names an "IT Industry Legend" in 2016 by Cherwell Software
  • Doug provides IT Service Management consulting for major corporations and institutions globally

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Who Needs to Take ITIL 4 Foundation?

  • Everyone who is ITIL V3 Foundation Certified
  • Everyone who is new to ITIL 
  • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

This Course Comes With:

  • Instructor Video Lectures
  • Course Materials
  • Course Examples & Exercises
  • Sample Exams
  • Course Transcript
  • Certificate of Completion
View all course details
Video Title
Length
02: Key Definitions
30 min
03: The Dimensions of Service Management
23 min
04: ITIL’s Service Value System (SVS)
15 min
05: ITIL’s Service Value Chain
24 min
Course Survey
View all course details

Module 00:  Course Introduction: ITIL® 4 Foundation 

  • The Nature of the Class
  • Agenda
  • AXELOS ITIL 4 Schema
  • Available Resources

Module 01:  ITIL 4 – Big Picture

  • Reading Assignment
  • Introduction to the Key Elements of ITIL 4:
    • Service Value System (SVS)
    • Four Dimensions Model

Module 02: Key Definitions

  • Reading Assignment
  • Key Concepts and Definitions
    • Customer, User, Sponsor, Service Consumption
    • Organization, Service, Service Management, Product, Service Provision, Service Offering, Service Relationship Management
    • Value, Value Co-Creation, Utility, Warranty, Cost, Output, Outcome, Risk

Module 03: The Dimensions of Service Management

  • Reading Assignment
  • The Four Dimensions Model
    • Organizations & People
    • Information & Technology
    • Partners & Suppliers
    • Value Streams & Processes

Module 04: ITIL’s Service Value System (SVS) 

  • Reading Assignment
  • Purpose of the SVS
  • SVS Components
    • Opportunity/Demand, Value, Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain

Module 05: ITIL’s Service Value Chain

  • Reading Assignment
  • Introduction to the Service Value Chain, a Key Element of the SVS
  • Six (6) Elements of the Service Value Chain
    • Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
  • Service Value Streams
View all course details
  • This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
  • If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.
View all course details

The ITIL 4 Executive Review course is designed for everyone with a background in ITIL V3 that wants to come up to speed on ITIL 4.  The ITIL 4 Executive Review course provides a comprehensive overview of the changes between ITIL V3 and ITIL 4.  

Please note that this course is specifically designed for individuals would like to understand the differences between ITIL V3 and ITIL 4.  If you have studied and passed the ITIL V3 Foundation Exam this is the perfect way to understand the new features of ITIL 4. 

This package comes with an exam voucher for the ITIL 4 Foundation exam and the full ITIL 4 Foundation course.

Why Take ITIL 4 From GogoTraining?

GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Experts Dr. Suzanne Van Hove and Doug Tedder.  Here is an overview of their accomplishments:

  • Suzanne has over 20 years' experience in IT Service Management
  • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
  • She is the Convener for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
  • She is a lead author of VeriSM™
  • Suzanne received itSMF USA's Lifetime Achievement Award
  • She has trained over 20,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
  • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
  • Doug has nearly 20 years' experience in IT Service Management
  • Doug was named by HDI as one of the 2018 Top ITSM 25 Thought Leaders 
  • He is a contributing author of the VeriSM and co-author of the VeriSM Pocket Guide
  • Doug was names an "IT Industry Legend" in 2016 by Cherwell Software
  • Doug provides IT Service Management consulting for major corporations and institutions globally

What is ITIL 4?

ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

Who Needs to Take ITIL 4 Foundation?

  • Everyone who is ITIL V3 Foundation Certified
  • Everyone who is new to ITIL 
  • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

This Course Comes With:

  • Instructor Video Lectures
  • Course Materials
  • Course Examples & Exercises
  • Sample Exams
  • Course Transcript
  • Certificate of Completion
View all course details
Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
Meet Your Instructor Doug Tedder
3 min
01: ITIL 4 Guiding Principles
24 min
02: Introduction to Key ITIL Practices
10 min
03: General Management Practices
11 min
04: Service Management Practices
21 min
05: Technical Management Practices
3 min
06: Conclusion
5 min
View all course details

Module 01: ITIL’s Guiding Principles

  • Reading Assignment
  • Understand How the Guiding Principles Can Help an Organization Adopt and Adapt Service Management
  • Discuss the Seven (7) Guiding Principles and How They Can be Applied
    • Focus on Value
    • Start Where You Are
    • Progress Iteratively with Feedback
    • Collaborate and Promote Visibility
    • Think and Work Holistically
    • Keep it Simple and Practical
    • Optimize and Automate

Module 02: Introduction to Key ITIL Practices

  • Reading Assignment
  • Introduce the Concept of a “Practice”
  • Introduce the Three Groups of ITIL Practices
    • General Management
    • Service Management
    • Technical Management
  • Where Have All the Functions Gone?

Module 03: General Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Architecture Management, Continual Improvement, Information Security Management, Knowledge Management, Measurement and Reporting, Organizational Change Management, Portfolio Management
    • Project management, Relationship Management, Risk Management, Service Financial Management, Strategy Management, Supplier Management, Workforce and Talent Management
  • Detail Around Continual Improvement
    • Continual Improvement Register (CIR)
    • Continual Improvement Model

Module 04: Service Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Availability Management, Business Analysis, Capacity and Performance Management, Change Control, Incident Management, IT Asset Management, Monitoring and Event Management, Problem Management, Release Management
    • Service Catalog Management, Service Configuration Management, Service Continuity Management, Service Design, Service Desk, Service Level Management, Service Request Management, Service Validation and Testing
  • Required Definitions for the Foundation Exam and Key Differences Foundation-Tested Practices

Module 05: Technical Management Practices

  • Reading Assignment
  • Discuss the Purpose of:
    • Deployment Management, Infrastructure and Platform Management, Software Development and Management

Module 06: Conclusion

  • Review Exam Content
  • Final Thoughts on Taking the Exam
View all course details
  • This course looks at the differences between ITIL V3 and ITIL 4.  Having a background in ITIL V3 is helpful.
  • If you are new to ITIL or IT Service Management you will need to attend the full ITIL 4 Foundation course.
View all course details

    Why GogoTraining's ITIL 4 Foundation Course is the Best!

    GogoTraining's Accredited ITIL 4 Foundation course is delivered by Dr. Suzanne Van Hove.  Dr. Van Hove is recognized by multiple leaders in the industry as a true IT Service Management thought leader and students think she is the best.  Suzanne's courses bring tough concepts to life so you can understand and apply them when you take your certification exam and in real life.  And Suzanne is available while you train to answer your questions.

    With this course you receive the following exclusive features:

    • 1 Year Course Access
    • Free Course Extensions 
    • Course Instructor Available to Answer Questions
    • 12 Hours of Video Lessons
    • 17 Quizes - Test your Knowledge as you Learn
    • 2 AXELOS Official Sample Exams 
    • 1 PeopleCert Exam Voucher
    • 1 PeopleCert Take2 Exam Voucher
    • Flexible Online Course Access so you can Train Anytime

    In this course you will:

    • Learn key IT service management concepts
    • Understand the ITIL 4 service management framework
    • Embrace new concepts like the Service Value System (SVS) and the Service Value Chain (SVC)
    • Understand ITIL's 7 Guiding Principles
    • Get an introduction to ITIL 4's Management Practices

    Who Needs to Take ITIL 4 Foundation?

    • Everyone who is ITIL V3 Foundation Certified
    • Everyone who is new to ITIL getting ITIL Foundation Certified for the first time
    • All ITIL V3 Certificate holders who want to understand what ITIL 4 covers in order to prepare their organizations to adopt and adapt ITIL 4 into their organization

    What is ITIL 4?

    ITIL 4 combines the best of ITIL 3 and expands it to include the key principals of Digital Transformation providing a larger systems application of ITIL into the enterprise. This brings ITIL into the fast-paced complex world we live in. ITIL 4 is designed to give organizations a comprehensive system for the management of information technology in our modern service economy. In so doing it covers the full delivery and sustenance of tech-enabled products and provides guiding tools to for the interface of IT into the wider business strategy.

    BONUS VIDEOS

    For students who are new to ITIL we have included a Bonus Video Section that provides background on ITIL V3 (2011).  The ITIL V3 videos provide a solid foundation on ITIL and will help those new to ITIL in understanding ITIL 4.  All students who purchase the ITIL 4 Foundation course will gain access to the bonus videos within 24 hours Monday to Friday.  To View the Bonus Content, Click Here.

      Prepare for Certification

      This course is designed to prepare students to sit for the ITIL 4 Foundation Exam which leads to the internationally recognized ITIL 4 Foundation Certification.  In this course you will receive video instruction by Dr. Van Hove, course materials, an exercise guide, sample exams, the syllabus and 1 year access to the course and Dr. Van Hove to ask questions.

      Why Take ITIL 4 From GogoTraining?

      GogoTraining is the leading on-demand education provider for ITIL Training.  Our courses are Accredited by AXELOS and PeopleCert and taught by Industry Expert Dr. Suzanne Van Hove.  Suzanne's accomplishments are noted below and when you take this course you receive direct access to Dr. Van Hove to ask questions.  If you want to learn with the best, then Suzanne is the instructor for you.

      • Suzanne has over 20 years experience in IT Service Management
      • She was named as of the 2018 Top 25 Thought Leaders in the field - HDI Survey
      • She is the Convenor for SC40/WG2 - the group that creates and maintains the ICO/IEC 20000 series of standards
      • She is a lead author of VeriSM™
      • Suzanne received itSMF USA's Lifetime Achievement Award
      • She has trained over 10,000 students in ITIL, ISO 20000, COBIT 5 and VeriSM 
      • In addition to consulting and teaching courses for major corporations and institutions, Suzanne also teaches Service Management principles at several universities around the globe.
      View all course details
      Video Title
      Length
      06: Putting it All Together
      5 min
      07: The Service Relationship Model
      1 min
      08: Axel Car Hire Example
      6 min
      09: Criticality of Value
      5 min
      Quiz #1
      10: The Dimensions of Service Management
      8 min
      11: Information & Technology
      7 min
      12: Partners & Suppliers
      7 min
      13: Value Streams and Processes
      6 min
      14: Introduction to ITIL’s Service Value System (SVS)
      8 min
      Quiz #2
      15: Service Value System Components
      6 min
      16: Overview of ITIL’s Service Value Chain (SVC)
      6 min
      Quiz #4
      17: Service Value Chain – Plan
      3 min
      18: Service Value Chain - Improve
      2 min
      19: Service Value Chain - Engage
      3 min
      20: Service Value Chain - Design & Transition
      2 min
      21: Service Value Chain – Obtain/Build & Deliver & Support
      5 min
      Quiz #3
      22: ITIL’s 7 Guiding Principles
      8 min
      Quiz #5
      23: Start Where You Are
      6 min
      24: Progress Iteratively with Feedback
      8 min
      25: Think and Work Holistically
      8 min
      26: Optimize & Automate
      5 min
      Quiz #6
      27: Introduction to Key ITIL Practices
      7 min
      28: General Management Practices
      6 min
      29: Continual Improvement
      11 min
      Quiz #8
      30: The Continual Improvement Model
      9 min
      31: Continual Improvement & Guiding Principles
      3 min
      32: Service Management Practices (SMP)
      7 min
      33: Service Management Practices - Change Control
      8 min
      Quiz #9
      Quiz #10
      34: Service Management Practices - Incident Management
      8 min
      Quiz #11
      35: Service Management Practices - Problem Management
      12 min
      Quiz #12
      Quiz #13
      Quiz #14
      37: Service Management Practices - The Service Desk
      10 min
      Quiz #15
      38: Service Level Management (SLM)
      8 min
      Quiz #16
      39: Information Analysis for Service Level Management
      4 min
      40: Technical Management Practices
      2 min
      Quiz #7
      41: Conclusion
      5 min
      ITIL 4 Foundation Sample Exam 1
      ITIL 4 Foundation Sample Exam 2
      Course Survey
      View all course details

      Module 00: Course Introduction: ITIL® 4 Foundation

      • The Nature of the Class
      • Agenda
      • AXELOS ITIL 4 Schema
      • Available Resources

      Module 01: Exam Tips

      • Understanding the Exam Process
      • Exam Questions and Grading
      • Taking the Exam
      • Using the Practice Exams

      Module 02:  High-Level Service Management & Key Elements of ITIL 4

      • Where are Services and Service Management Today?
      • Introduction to the Key Elements of ITIL 4:
        • Service Value System (SVS)
        • Four Dimensions Model

      Module 03: ITIL 4 Key Concepts

      • 15 Terms
      • Practical Application
      • Axel Car Hire

      Module 04: Service - Definition & Keys Features

      • What is a Service?
      • Service Provision
      • Service Offering
      • Service Relationship Management
      • Organizational Service Management

      Module 05: Service Offerings & Relationship 

      • Goods
      • Provisioning
      • Consumption

      Module 06: Putting it All Together 

      • Example

      Module 07: The Service Relationship Model

      Module 08: Axel Car Hire Example

      • Value
      • Value Co-Creation
      • Utility
      • Warranty
      • Cost
      • Outcome
      • Output
      • Risk

      Module 09: Critically of Value

      • Utility 
      • Warranty

      Module 10: The Dimensions of Service Management

      • Overview of the Four Dimensions
        • Organizations & People
        • Information & Technology
        • Partners & Suppliers
        • Value Streams & Processes
      • Organization & People
        • Culture

      Module 11: Key Features of Information & Technology 

      • The Changing Role of Technology
      • The Value of Technology
      • The Importance of Data 

      Module 12: Partners & Suppliers

      • Making it All Work
      • Partners & Suppliers
      • Contracts and Agreements

      Module 13: Value Streams and Processes 

      • The Service Value System
      • The Service Value Chain
      • Value Streams
      • Processes

      Module 14: Introduction to ITIL’s Service Value System (SVS) 
      The Objectives
      The Purpose
      Overview

      Module 15: Service Value System Components

      • Governance
      • Practices
      • Service Value Chain
      • The Impact of a Poor SVS

      Module 16: Overview of ITIL’s Service Value Chain (SVS)

      • Value Chain Activities
      • What’s included, What’s not
      • Triggers
      • Service value Streams
      • Key Exam Tip

      Module 17: Service Value Chain – Plan

      • The Purpose
      • What’s Included

      Module 18: Service Value Chain – Improve

      • The Purpose
      • What’s Included

      Module 19: Service Value Chain – Engage

      • The Purpose
      • What’s Included

      Module 20: Service Value Chain – Design & Transition

      Module 21: Service Value Chain – Obtain/Build & Deliver & Support

      • The Purpose
      • What’s Included

      Module 22: ITIL’s 7 Guiding Principles

      • What They Do
      • How They Help
      • What They Are
      • Exam Tip
      • Focus on Value

      Module 23: Start Where You Are

      • Definition
      • How it Works

      Module 24: Progress Iteratively with Feedback

      • Definition
      • Application
      • Collaborate & Promote Visibility
        • Definition
        • Application
        • Agile, Lean & DevOps

      Module 25: Think and Work Holistically

      • Definition
      • Implications
      • Keep it Simple and Practical
        • Why Simple is Important
        • Practical Solutions

      Module 26: Optimize & Automate

      • Technology VS. Human Oversight
      • Benefits of Automation

      Module 27: Introduction to Key ITIL Practices

      • Introduce the Concept of a “Practice”
      • Introduce the Three Groups of ITIL Practices
        • General Management
        • Service Management
        • Technical Management

      Module 28: General Management Practices

      • Purpose Statements
      • Information Security Management
      • Relationship Management
      • Supplier Management

      Module 29: Continual Improvement

      • The Purpose
      • The Scope
      • Key Activities
      • Methods and Models
      • Approaches – Lean, Agile, DevOps

      Module 30: The Continual Improvement Model

      • What Does it Say?
      • How it Works

      Module 31: Continual Improvement & Guiding Principles

      • The Details
      • Collaborate & Promote Visibility

      Module 32: Service Management Practices (SMP)

      • Discuss the Purpose of:
        • IT Asset Management
        • Monitoring and Event Management
        • Release Management
        • Service Configuration Management

      Module 33: Service Management Practices - Change Control

      • The Definition
      • The Importance of Change Enablement
      • Emergency Change

      Module 34: Service Management Practices - Incident Management

      • The Definition
      • The Purpose
      • The Process

      Module 35: Service Management Practices - Problem Management

      • The Purpose
      • The Definition
      • Phases

      Module 36: Service Management Practices - Service Requests Management

      • The Definition
      • The Purpose
      • Types of Requests
      • Guidelines

      Module 37:  Service Management Practices - The Service Desk

      • The Purpose
      • The Function
      • Practical Application

      Module 38: Service Level Management (SLM)

      • The Purpose
      • The Definition
      • Skills and Competencies

      Module 39: Information Analysis for Service Level Management

      • The Process
      • Information Sources

      Module 40: Technical Management Practices

      • Discuss the Purpose of:
        • Deployment Management
      • Review the Discussed ITIL Practices

      Module 41: Conclusion

      • Review Exam Content
      • Final Thoughts on Taking the Exam
         
      View all course details

      There are no prerequisites to take the ITIL 4 Foundation Course.

      View all course details

      The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series.  Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams. 

      When you complete this course you will know how to:

      • Improve established practices
      • Understand how services are developed
      • Know how users are supported with value streams
      • Increase service efficiency
      • Create effective work flows

      The Create, Deliver and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment. 

        Why Should You Take This Course?

        Everyone who is involved in creating, delivering and supporting services in the digital world.  Today's world is all about creating and delivering effective services that are designed to meet and exceed customer expectations.  Understanding how to effectively create, deliver and support services is a must.  If you are involved in creating, delivering, supporting and/or managing of services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organizations digitally enabled products and services. 

        Course Features

        • Lifetime Course Access
        • Video Tutorials
        • Instructor Q&A Support
        • 1 PeopleCert Exam Voucher
        • 1 Free Exam Retake if Required

        Who Should Take This Course?

        This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.

        View all course details
        Video Title
        Length
        03: Customer Orientation
        11 min
        Customer Orientation Exercise
        1 min
        04: Shift-Left Approach
        11 min
        05: Plan & Manage Resources
        22 min
        06: Information & Technology Use & Value
        20 min
        07: Technologies - RPA, AI/ML, CI/CD
        22 min
        08: Practices Contributing to CDS
        28 min
        09: Using Value Streams to Release a New Service Part 1
        24 min
        10: Using Value Streams to Release a New Service Part 2
        13 min
        New Service Value Stream Exercise
        1 min
        11: Service Design Practice
        17 min
        12: Software Development & Management Practice
        13 min
        13: Deployment Management Practice
        17 min
        14: Release Management Practice
        12 min
        15: Service Validation & Testing (SVT) Practice
        19 min
        16:  Change Enablement (ChE) Practice
        26 min
        17: User Support Value Stream Steps 1 to 3
        22 min
        18: User Support Value Stream Steps 4 to 7
        10 min
        User Support Value Stream Exercise
        1 min
        19: Monitoring & Event Management (MEM) Practice
        22 min
        20: The Service Desk (SDesk) Practice
        22 min
        21: Incident Management (IM) Practice
        17 min
        22: Problem Management (PM) Practice
        17 min
        23: Knowledge Management (KM) Practice
        23 min
        24: Service Level Management (SLM) Practice
        28 min
        25: How to Create, Deliver and Support Services Part 1
        26 min
        26: How to Create, Deliver and Support Services Part 2
        20 min
        27: Course Summary & Exam Tips
        6 min
        View all course details

        00: Introduction

        01: Plan and Build a Service Value Stream

        • Planning
        • Organizational Structures
        • Cooperation & Collaboration
        • Work & Tasks

        02: Team Culture

        • How Teams Work
        • Cultural Fit
        • Continual Improvement Culture

        03: Customer Orientation

        • Customer Oriented Strategy
        • Customer Delight
        • Feedback Types
        • Communication Feedback

        Customer Orientation Exercise

        04: Shift-Left Approach

        • Benefits of Shift-Left
        • Applying Shift-Left

        05: Plan & Manage Resources

        • Teams
        • Workforce & Talent Management Practice
        • Capacity Planning
        • Result-Based Measurement
        • Continual Improvement Culture

        06: Information & Technology Use & Value

        • Effective Information Models
        • Collaboration & Work Flow
        • Integration & Data Sharing
        • Analytics
        • Automation

        07: Technologies - RPA, AI/ML, CI/CD

        • Robotic Process Automation
        • Artificial Intelligence
        • Machine Learning
        • Contiuous Integration, Delivery & Deployment

        08: Practices Contributing to CDS

        • Value Chain Vs. Value Stream
        • Value Streams and Organization
        • Designing a Service Value Stream
        • Value Stream Mapping
        • Key Metrics and Examples

        09: Using Value Streams to Release a New Service Part 1

        • Adding New Services
        • From Demand to Value
        • Agile User Stories Template
        • Practices/Activities Involved

        10: Using Value Streams to Release a New Service Part 2

        • Build, Configure or Buy Service Components
        • Practices/Activities Involved
        • Deploying Service Components
        • Releasing a New Service

        11: Service Design Practice

        • Purpose
        • Scope
        • Practice Success Factors

         12: Software Development & Management Practice

        • Purpose
        • Scope
        • Lifecycle Coverage
        • Practice Success Factors

        13: Deployment Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        14: Release Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        15: Service Validation & Testing Practice

        • Purpose
        • Scope
        • Practice Success Factors

        16: Change Enablement Practice

        • Purpose
        • Scope
        • Practice Success Factors

        17: User Support Value Stream Steps 1 to 3

        • Value Stream Integration
        • Value Leakage
        • Demand & Value
        • Fixing and Deploying the Value Stream

        18: User Support Value Stream Steps 4 to 7

        • Deploy Fix
        • Verify Incident Resolution
        • Contributing Practices
        • Request User Feedback
        • Identify Opportunities for Improvement

        19: Monitoring and Event Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        20: The Service Value Stream Practice

        • Purpose
        • Scope
        • Practice Success Factors

        21: Incident Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        22: Problem Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        23: Knowledge Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        24: Service Level Management Practice

        • Purpose
        • Scope
        • Practice Success Factors

        25: How to Create, Deliver and Support Services Part 1

        • Coordinate
        • Prioritize
        • Structure Work

        26: How to Create Deliver and Support Services Part 2

        • Sourcing
        • Selecting Vendors
        • Integrating Suppliers

        27: Course Summary & Exam Tips

        View all course details

        In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

        View all course details

        PeopleCert Accreditation

        GogoTraining is a PeopleCert Accredited Training Organization (ATO) and the Drive Stakeholder Value course is fully Accredited by AXELOS and PeopleCert and taught by Globally Recognized ITSM Leader, Dr. Suzanne Van Hove. 

        Course Goal

        The goal of the course is to enable professionals to gain an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners in order to enhance the performance of their organization.

        Is This Course For You?

        If you are an IT Leader, ITSM Practitioner or a member of the ITIL Support Team, then this course is for you.

        Key Features

        •   Lifetime Course Access
        •   Instructor Support to Answer Your Questions
        •   Exam Fee Included
        •   Take2 Exam Included If Required

        Course Overview

        In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers and partners.  Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.

        Continuing Education Credits

        • 20 PUDs for Self-Paced Learning
        • PeopleCert Accredited Letter of Course Attendance
        • AXELOS Accredited Training Partner

        How to Achieve the ITIL 4 Managing Professional Designation

        The ITIL 4 Specialist: DSV Certification is one of the four ITIL 4 Managing Professional courses required for individuals to take in order to achieve the ITIL 4 Managing Professional designation.  The ITIL 4 Managing Professional Designation enables ITSM Professionals to successfully run IT-enabled services and teams.  It also helps professionals understand the impact and value of agile and lean work processes and how to effectively embrace them in their organization.

        In addition to DSV you will need to complete Create, Deliver and Support (CDS), High-Voltage IT (HVIT) and Direct, Plan and Improve (DPI) to achieve your Managing Professional Designation.

        Prerequisites

        In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

        Contact Us

        We look forward to having you join the GogoTraining Family and achieve your DSV Certification.  If you need more than one course or have a group to train, please contact us.

        View all course details
        Video Title
        Length
        03: Step 1: Explore
        11 min
        04: Marketing Activities & Techniques
        13 min
        05: Customer Needs and Factors that Affect Them
        19 min
        06: Identify Service Providers & Value Proposition
        6 min
        07: Step 2: Engage
        13 min
        08: Supplier & Partner Relationship Types
        19 min
        09: Managing Suppliers and Partners
        11 min
        Exercise: Service Relationships
        1 min
        10: Develop Customer Relationships; Analyze Customer Needs
        29 min
        11: Communicate & Collaborate
        10 min
        12: Relationship Management Practice
        11 min
        13: Supplier Management Practice
        15 min
        14: Step 3: Offer
        20 min
        15: Methods for Designing Service Experiences
        19 min
        16: Approaches for Selling and Obtaining Services
        10 min
        17: Requirement Management
        16 min
        18: Business Analysis Practice
        8 min
        19: Step 4: Agree
        11 min
        20: Negotiate & Agree
        10 min
        21: Service Level Management Practice
        19 min
        22: Step 5: Onboard
        9 min
        23: Fostering User Relationships
        7 min
        24: Enabling Users for Service Use
        7 min
        25: Elevate Mutual Capabilities
        5 min
        26: Prepare Onboard/Offboard Plans
        21 min
        27: User Engagement & Delivery Channels
        8 min
        28: Service Catalog Management Practice
        11 min
        29: Service Desk Practice
        17 min
        30: Step 6: Co-Create
        12 min
        31: Approaches for User Service/Requesting Services
        9 min
        32: Triaging User Requests, Moments of Truth
        13 min
        33: User Communities
        5 min
        34: Encouraging Customer/User Feedback
        4 min
        35: Service Request Management Practice
        6 min
        36: Step 7: Realize
        9 min
        37: Measuring Service Usage & Satisfaction
        8 min
        38: Methods to Track/Monitor Service Value
        11 min
        39: Charging Mechanisms
        7 min
        40: Validate Service Value, Report Service Outcomes
        12 min
        Exercise: Measuring Value Realization
        1 min
        41: Evaluate & Improve Customer Journey
        3 min
        42: Portfolio Management Practice
        12 min
        43: Course Summary
        6 min
        View all course details

        00: Introduction

        01: Concept of Customer Journey

        • Customer Journey Defined
        • Steps of the Customer Journey
        • Relating Value Streams & Customer Journeys
        • Aspects of Customer & User Experience
        • Key Definitions

        Exercise: Customer Journey

        02: Design & Improve Customer Journeys

        • Mapping Customer Journeys
        • Elements of Customer Journey
        • Understand the Customer Experience
        • Designing Thinking
        • Measure & Improve the Customer Journey

        03: Step 1: Explore

        • Purpose of the Explore
        • Targeting Markets & Stakeholders
        • Market Characteristics
        • Market Segmentation

        04: Marketing Activities & Techniques

        • Targeting Markets
        • Marketplace & Marketspace
        • Personalizing & Profiling
        • Brand & Reputation
        • Sustainability

        05: Customer Needs and Factors that Affect Them

        • Understanding Customers and Their Needs
        • Stakeholder Analysis
        • External & Internal Factors
        • SWOT Analysis
        • Identify & Analyze Consumers

        06: Identify Service Providers & Value Proposition

        • Choosing a Provider
        • Considerations When Choosing a Provider
        • Industry Standards; Reference Architectures

        07: Step 2: Engage

        • Fostering Stakeholder Relationships
        • Purpose of Engage
        • Mutual Readiness & Maturity
        • Relationship Types

        08: Supplier & Partner Relationship Types

        • Service Relationship Basics
        • Foster Relationships in Different Environments
        • Service Relationship Types

        09: Managing Suppliers and Partners

        • Key Considerations
        • Models for Service Integration
        • Relationship Management Service Integrator Activities
        • Supplier Management Practice Guidance

        Exercise: Service Relationships

        10: Develop Customer Relationships; Analyze Customer Needs

        • Building Service Relationships
        • Service Relationship Ladder
        • Tools to Support and Sustain Customer Engagement
        • Three C’s Trustworthiness Model
        • Understand Provider Capabilities and Customer Needs

        11: Communicate & Collaborate

        • Communication, Cooperation, Collaboration
        • Listening Skills
        • Modes of Listening
        • Communication & Diversity

        12: Relationship Management Practice

        • Purpose
        • Practice Success Factors (PSF) for Relationship Management Practice

        13: Supplier Management Practice

        • Purpose
        • Benefits
        • Practice Success Factors (PSF) for Supplier Management

        14: Step 3: Offer

        • Purpose of Shaping Demand & Service Offering
        • Managing Demand and Opportunities
        • Optimizing Capacity
        • Shaping Demand
        • Service Improvement Opportunities
        • Building a Business Case

        15: Methods for Designing Service Experience

        • Lean Thinking
        • Agile Product & Service Development
        • User-Centered Design & Service Design Thinking
        • Service Blueprint
        • Design for Onboarding

        16: Approaches for Selling and Obtaining Services

        • Selling & Obtaining Service Offerings
        • Pricing & Pricing Options
        • Internal Sales
        • External Sales
        • Methods to Request Products & Services

        17: Requirements Management

        • Specify & Manage Customer Requirements
        • Managing Requirements
        • Minimum Viable Product & User Stories
        • Moscow & Weighted Shortest Job First (WSJF)

        18: Business Analyst Practice

        • Purpose
        • Business Analyst Adapting to Agile Ways of Working
        • Practice Success Factors

        19: Step 4: Agree

        • Purpose
        • Aligning Expectations & Agreeing Services
        • Plan for Value Co-Creation
        • Service Interaction Model
        • Characteristics of Services

        20: Negotiate and Agree

        • Gaining Consumer Agreement
        • Service Level Agreement Content & Structure
        • Utility & Warranty
        • User Experience
        • Development of Experience Level Agreement (XLA)

        21: Service Level Management Practice

        • Purpose, Scope & Activities
        • Service Level Agreements (SLA)
        • SLM Metrics
        • Practice Success Factors (PSF)
        • Using Guiding Principles for SLM

        22: Step 5: Onboard

        • Purpose of Onboarding/Offboarding
        • Onboarding Activities
        • Utilize Service Design Thinking
        • Key Onboard/Offboard Activities
        • Practice Interfaces

        23: Fostering User Relationships

        • Relating with Users
        • Considering User Experience (UX)
        • Fostering Relationships with Corporate Users
        • Relationship Management with Users

        24: Enabling Users for Service Use

        • Necessary Skills and Rights
        • Required Checks Before Services are Utilized
        • Practice Interfaces

        25: Elevate Mutual Capabilities

        • Techniques Used by Providers
        • How Consumers can Help the Service Provider
        • Using Guiding Principles to Improve User Capabilities

        26: Prepare Onboard/Offboard Plans

        • Approach to Onboarding
        • Applying the Four Dimensions To Onboarding Plans
        • Onboarding Scope, Actions & Control
        • Offboarding Customers & Users
        • Practice Interfaces

        27: User Engagement & Delivery Channels

        • Channels Used by Users
        • Omnichannel Management
        • Shift Left
        • Social Media Support

        28: Service Catalog Management Practice

        • Purpose
        • Practice Success Factors (PSF)
        • Using the Four Dimensions to Create the Catalog
        • Automating the Service Catalog
        • Monitoring and Measuring the Service Catalog

        29: Service Desk Practice

        • Purpose
        • Key Terms and Concepts
        • Practice Success Factors (PSF)
        • Types Of Service Channels
        • Examples of Channels and Their Challenges

        30: Step 6: Co-Create

        • Purpose of Service Provision/Consumption
        • Fostering a Service Mindset
        • Using Guiding Principles to Develop Service Mindset

        31: Approaches for User Service/Requesting Services

        • Ongoing Service Interactions
        • Service Requests

        32: Triaging User Requests, Moments of Truth

        • Service Desk Interactions
        • Agreed Rules for Triage, Prioritization, and Resolution
        • Moments of Truth
        • Intelligent Disobedience

        33: User Communities

        • User Community Activities
        • Benefits
        • Creation and Maintenance
        • Superusers

        34: Encouraging Customer/User Feedback

        • Establish Continual Effective Feedback Gathering
        • Challenges and Solutions for Customer and User Feedback

        35: Service Request Management Practice

        • Purpose
        • Practice Success Factors (PSF)
        • Request Catalog
        • Fulfill Requests to Agreed Procedure

        36: Step 7: Realize

        • Service Value Defined
        • Realizing Service Value
        • Evaluating Value Realization
        • Track, Assess & Evaluate Value Co-Creation

        37: Measuring Service Usage & Satisfaction

        • Tracking Customer Experience (CX) & Satisfaction
        • Methods to Monitor Customer Experience
        • Tracking Service Usage

        38: Methods to Track/Monitor Service Value

        • Service Value Indicator
        • Tracking Value Realization
        • Service Profit Chain
        • Qualitative Measurement
        • Tracking Performance, Output & Outcome

        39: Charging Mechanisms

        • Charging Policies
        • Charging & Billing
        • Cost Allocation Models
        • Define Chargeable Items
        • Measuring Service Usage

        40: Validate Service Value, Report Service Outcomes

        • Realizing Service Value
        • Assess & Report Value Realization
        • Evaluation & Verification
        • Track, Assess & Evaluate Outcomes

        Exercise: Measuring Value Realization

        41: Evaluate & Improve Customer Journey

        • Evaluate Value Realization & Improve Customer Journeys
        • Continual Improvement: Sources of Improvement

        42: Portfolio Management Practice

        • Purpose
        • Portfolio Types
        • How portfolios Enable ROI
        • Practice Success Factors (PSF)

        43: Course Summary

        View all course details

        What is High-Velocity IT?

        In ITIL 4 High Velocity IT is about creating an environment where people immediately adapt when new business proceses, plans and services are agreed, developed and deployed.  It is about enabling digital organizations to function effectively and efficiently in high-velocity environments.  By engaging these perspectives organizations can more effectively begin and continue on their digital journey.  The HVIT course covers all of the activities in the Service Value Chain (SVC) from the perspective of:

        • How to exploit disruptive technologies?
        • How do I go fast?

        Disruptive Technologies

        HVIT looks at the disruptive technologies from 3 perspectives:

        • What are the disruptive technologies?
        • How the ITIL practices relate to them?
        • How can you exploit the disruptive technologies?

        The Agile, Lean & DevOps Connection

        The underlying principal of HVIT is how to exploit disruptive technologies and how do I incorporating the Agile, Lean and DevOps principles that have been around for some time and how to use them to deliver the service functionality that needs to be there. 

        Who Should Take HVIT?

        The ITIL 4 HVIT course is one of the four required courses for individuals seeking their ITIL 4 Managing Professional Certification.  The  ITIL 4 Managing Professional module is for designed specifically for individuals involved in organizational digital transformation.  It is also helpful for individuals  involved in IT Management and Service Management roles.  

        With the HVIT Certifications you will learn how to:

        • Recognize and manage complex adaptive systems
        • Bridge the development and operations gap
        • Improve performance with Lead, Agile and DevOps methods
        • Increase the speed and quality of services
        • Make value-creating digital and IT investments

        Who Can Take the HVIT Course & Exam?

        In order to take the HVIT course students must hold the ITIL 4 Foundation Certification and have completed an accredited ITIL 4 HVIT course and have the required Letter of Attendance from an Accredited Training Provider.  GogoTraining is an ITIL Accredited Training Provider and the HVIT course on GogoTraining is Accredited by PeopleCert.

        Individuals who hold the Managing Professional Certification via the ITIL 4 Managing Professional Transition course are also qualified to take the HVIT course.

        View all course details
        Video Title
        Length
        03: HVIT & The Four Dimensions
        14 min
        04: HVIT & The SVS/SVC
        20 min
        05: HVIT & Digital Product Lifecycle
        7 min
        06: HVIT Principles, Models and Objectives
        10 min
        07: Purpose Models
        16 min
        08: People Models
        9 min
        09: Progress Models
        20 min
        10: Progress Models Part 2
        14 min
        11: Key Characteristics of HVIT
        17 min
        12: Ensuring Valuable Investments
        19 min
        Exercise: Ensuring Valuable Investments
        1 min
        13: Portfolio Management Practice
        14 min
        14: Relationship Management Practice
        13 min
        Exercise: Valuable Investment Practices
        1 min
        15: Ensuring Fast Development
        22 min
        16: Continuous Integration/Delivery/Deployment
        12 min
        Exercise: Ensuring Fast Development
        1 min
        17: Architecture Management Practice
        13 min
        18: Business Analysis Practice
        11 min
        19: Deployment Management Practice
        21 min
        20: Service Validation & Testing Practice
        19 min
        21: Software Development & Management Practice
        22 min
        Exercise: Fast Development Practices
        1 min
        22: Ensuring Resilient Operations Part 1
        15 min
        23: Ensuring Resilient Operations Part 2
        19 min
        Exercise: Ensuring Resilient Operations
        1 min
        24: Availability Management Practice
        23 min
        25: Capacity & Performance Management Practice
        12 min
        26: Monitoring & Event Management Practice
        18 min
        27: Problem Management Practice
        19 min
        28: Service Continuity Management Practice
        20 min
        29: Infrastructure and Platform Management Practice
        10 min
        Exercise: Resilient Operations Practices
        1 min
        30: Ensuring Co-Created Value
        8 min
        Exercise: Ensuring Co-Created Value
        1 min
        31: Service Design Practice
        14 min
        32: Service Desk Practice
        16 min
        Exercise: Co-Created Value Practices
        1 min
        33: Ensuring Assured Conformance
        16 min
        Exercise: Ensuring Assured Conformance
        1 min
        34: Information Security Management
        15 min
        35: Risk Management
        16 min
        Exercise: Assured Conformance Practices
        1 min
        36: HVIT Summary
        12 min
        Course Survey
        View all course details

        Module 00: Introduction

        Module 01: HVIT Terms

        • Terms Used in HVIT
        • When is Transformation Desirable & Feasible
        • Service Interactions & Band of Visibility

        Module 02: HVIT Objectives

        • Valuable Investments
        • Fast Development
        • Resilient Operations
        • Co-Created Value
        • Assured Conformance

        Module 03: HVIT & The Four Dimensions

        • Organizations and People
        • Information and Technology
        • Partners and Suppliers
        • Value Streams and Processes
        • PESTLE & VUCA

        Module 04: HVIT & the SVS/SVC

        • Service Value System Enables HVIT
        • Value Chain Activities & DevOps
        • Service Consumer
        • Value Streams in HVIT Organizations

        Module 05: HVIT & Digital Product Lifecycle

        • Service Provider and Service Consumer
        • Consumer Perspective of Digital Product Lifecycle
        • Digital Product Lifecycle and Band of Visibility
        • Stages of the Digital Product Lifecycle

        Module 06: HVIT Principles, Models and Objectives

        • Key Behavior Patterns
        • Models that Influence Organizational Culture
        • Models and Concepts and Related Key Behavior Patterns

        Module 07: Purpose Models

        • Establishing Ethical Principles
        • Ethics and AI
        • Design Thinking
        • Empathize with Stakeholder
        • Focus on What the Customer Does and Needs

        Module 08: People Models

        • Safety Culture
        • Feel Trusted and Valued
        • Care and Concern for the Workforce
        • Foster Feedback and Act on It

        Module 09: Progress Models

        • Working in Complex Environments
        • Systems Thinking
        • Complex Thinking
        • Cynefin Framework
        • Minimum Viable Product

        Module 10:  Progress Models Part 2

        • HVIT Needs to be Based on Lean Culture
        • Keys to Lean Culture
        • Continual Improvement Model
        • Toyota Kata

        Module 11: Key Characteristics of HVIT

        • HVIT Applied to SVC
        • Lean Principles
        • Agile Principles
        • Resilient
        • Continuous Integration & Continuous Delivery
        • Service-Dominant Logic

        Module 12: Ensuring Valuable Investment  

        • Techniques for Valuable Investment
        • Prioritization Techniques
        • Minimum Viable Products and Services
        • Product and Service Ownership
        • A/B Testing

        Exercise: Ensuring Valuable Investment

        Module 13: Portfolio Management Practice

        • Purpose
        • Types of Portfolios
        • How Portfolios Enable ROI
        • Practice Success Factors (PSF)

        Module 14: Relationship Management Practice

        • Purpose of Relationship Management Practice
        • PSF: Effective & Healthy Relationships - within the Organization
        • PSF: Effective & Healthy Relationships – Organization & External Stakeholders

        Exercise: Valuable Investment Practices

        Module 15: Ensuring Fast Development

        • Infrastructure as Code (Iac)
        • Loosely Coupled Information System Architecture
        • Retrospective Reviews
        • Blameless Post-Mortem Review
        • Continual Business Analysis

        Module 16: Continuous Integration/Delivery/Deployment

        • CI/CD
        • Continuous Testing & Types of Tests
        • Testing Principles
        • Kanban

        Exercise: Ensuring Fast Development

        Module 17: Architecture Management Practice

        • Purpose of Architecture Management Practice
        • Practice Activities
        • Practice Success Factors

        Module 18: Business Analysis Practice

        • Purpose
        • Approach to business analysis
        • Practice Success Factors (PSF)

        Module 19: Deployment Management Practice

        • Purpose
        • Key Definitions for Deployment Management
        • Deployment Models
        • Practice Success Factors
        • Activities and Outputs of Deployment Management

        Module 20: Service Validation & Testing Practice

        • Purpose & Benefits
        • Keys to Service Validation
        • Service Acceptance Criteria (SAC)
        • Keys to Testing
        • Practice Success Factors (PSF)

        Module 21: Software Development & Management Practice

        • Purpose & Focus
        • Terms & Concepts
        • Practice Success Factors (PSF)

        Exercise: Fast Development Practices

        Module 22: Ensuring Resilient Operations Part 1

        • Techniques for Resilient Operations
        • Technical Debt
        • Chaos Engineering

        Module 23: Ensuring Resilient Operations Part 2

        • Definition of Done & Ready
        • Version Control
        • AIOps
        • ChatOps
        • Site Reliability Engineering (SRE)

        Exercise: Ensuring Resilient Operations

        Module 24: Availability Management Practice

        • Purpose of Availability Management Practice
        • PSF: Identify Service Availability Requirements
        • PSF: Measure, Assess, Report
        • PSF: Treat Service Availability Risks

        Module 25: Capacity & Performance Management Practice

        • Purpose of Capacity & Performance Management Practice
        • Scope of Capacity & Performance Management Practice
        • PSF: Identifying Service Capacity and Performance Requirements
        • PSF: Measure, Assess, Report
        • PSF: Treat Service Capacity & Performance Risks

        Module 26: Monitoring & Event Management Practice

        • Purpose of Monitoring & Event Management Practice
        • Key Terminology for Monitoring & Event Management
        • PSF: Establish/Maintain Approaches, Models
        • PSF: Ensure Timely, Relevant, Data is Available
        • PSF: Ensure Events are Detected, Interpreted, Acted Upon

        Module 27: Problem Management Practice

        • Purpose of Problem Management
        • Key Terminology for Problem Management
        • Problem Identification & Control
        • PSF: Identify & Understand Problems
        • PSF: Optimize Problem Resolution/Mitigation

        Module 28: Service Continuity Management Practice

        • Purpose of SCM Practice
        • PSF: Developing and Managing Service Continuity Plans
        • PSF: Mitigate Service Continuity Risks
        • PSF: Ensure Awareness and Readiness
        • Types of Service Continuity Tests

        Module 29: Infrastructure and Platform Management Practice

        • Purpose of Infrastructure and Platform Management (IPM)
        • PSF: Establishing Approach for Evolving Needs
        • PSF: Ensure Solutions Meet Current & Anticipated Needs

        Exercise: Resilient Operations Practices

        Module 30: Ensuring Co-Created Value

        • Techniques for Co-Created Value
        • Service Experience
        • Practices Related to Service Experience

        Module 31: Service Design Practice

        • How Service Design Practice Ensure Co-Created Value
        • Benefits of Service Design
        • Design Thinking
        • PSF: Establish & Maintain an Effective Approach
        • PSF: Ensure Services are Fit for Purpose & Fit for Use

        Module 32: Service Desk Practice

        • Purpose of the Service Desk
        • Service Empathy
        • PSF: Enabling Effective and Efficient Communications
        • Multi-Channel vs. Omnichannel Communication
        • PSF: Effective Integration of User Communications into Value Streams

        Exercise: Co-Created Value Practices

        Module 33: Ensuring Assured Conformance

        • Techniques for Assured Conformance
        • DevOps Audit Defense Toolkit
        • DevSecOps
        • Peer Review

        Exercise: Ensuring Assured Conformance

        Module 34: Information Security Management

        • Purpose
        • Practice Success Factors
        • Develop/Manage Policies/Plans
        • Mitigate Information Security Risks
        • Exercise/Test Plans
        • Embed Information Security Throughout the SVS

        Module 35: Risk Management

        • Purpose
        • Practice Success Factors
        • Establish Governance
        • Nuture a Risk Management Culture
        • Analyze and Evaluate Risks
        • Treat, Monitor and Review Risks

        Exercise: Assured Conformance Practices

        Module 36: HVIT Summary

        • HVIT Key Behaviors
        • HVIT Objectives
        • Keys to HVIT
        • HVIT Learning Outcomes
        • Exam Preparation
        View all course details

        The Direct, Plan and Improve (DPI) Certification is part of the ITIL 4 Managing Professional and Strategic Leader Track.  The course/certification was designed to provide candidates with the practical skills necessary to create an IT organizations centered on ‘Learning and improving’ from a practical and strategic direction.

        Who Should Take DPI?

        • ITIL Practitioners
        • Continuous Improvement Managers
        • Change Managers
        • IT Operation Managers
        • Enterprise Architects
        • Service Designers
        • Risk Managers
        • Compliance Managers
        • Cloud System Engineers
        • Key Managers and Executives who interact with IT and deliver Digital Services

        Why is DPI Important?

        DPI is seen as an important course for both Managing Professionals and Strategic Leaders because it provides practical and strategic methods for delivering continual service improvement.  DPI focuses on establishing a ‘learning and improving’ IT organization, keeping in mind a strong and effective strategic direction. Core practical skills revolve around planning and delivering continual improvement with a key characteristic of agility.

          Learning Outcomes

          When you complete this class you will:

          • Understand the scope of what is to be directed and/or planned
          • Know how to use key principles and methods of direction
          • Be able to plan using key principles and methods
          • Know how to define effective policies, controls and guidelines
          • Understand the role of risk and risk management in DPI
          • Identify how governance impacts DPI
          • Know how to ensure controls are sufficient and not excessive
          • Understand the nature, scope and potential benefits of organizational change management
          • Facilitate key principles and methods of communications and OCM
          • Identify and manage all types of stakeholders
          • Effectively communicate and influence others
          • Create effective feedback channels
          • Understand how Lean and Agile methods can be leveraged
          • How to successfully apply DPI Concepts in the real world
          • How to create a “learning and improving’ IT organization
          • Be prepared to pass the official ITIL 4 Direct, Plan and Improve Course

          Why This Course is the Best Direct, Plan and Improve Course to Take?

          • When you take this course you receive instruction from a world-wide leader in the field, Dr. Suzanne Van Hove
          • At GogoTraining we bring the classroom to live online so you direct your learning schedule in the most flexible way with online 24/7 access to the course and you have access to the instructor to ask questions.
          • All materials are available online
          • The course is Accredited by PeopleCert
          • We are a PeopleCert and AXELOS Training and Exam Partners
          • You receive 1 year access to the course
          • You receive a free exam retake voucher
          • You receive the best customer service in the world
          View all course details
          Video Title
          Length
          03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System
          30 min
          04: Continual Improvement
          18 min
          05: Continual Improvement: Assessment Methods
          21 min
          06: Continual Improvement: Where do we want to be?
          16 min
          08: Organizational Change Management (OCM) and Communication
          19 min
          09: Organizational Change Management (OCM): Practice Success Factors (PSFs)
          13 min
          10: Organizational Change Management (OCM): Stakeholders
          16 min
          11: Organizational Change Management (OCM): Communication Principles
          21 min
          12: Measurement and Reporting in Direct, Plan & Improve
          19 min
          13: Measure & Report: Planning and Evaluation Model
          16 min
          14: Direct, Plan & Improve Value Streams and Practices
          25 min
          15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve
          32 min
          16: Summary
          5 min
          Course Survey
          View all course details

          Module 00: Introduction to Direct, Plan & Improve

          • ITIL 4 Certification Overview
          • Direct, Plan & Improve Publications
          • Direct Plan & Improve Learning Outcomes

          Module 01: Direct, Plan & Improve: Key Concepts

          • Key DPI Concepts
          • Key DPI Terms
          • How Value, Outcomes, Costs and Risks Relate to DPI
          • Measurement and Reporting

          Module 02: Understanding ‘Scope’ and Applying Direct, Plan & Improve

          • Strategic Planning
          • Cascading Objectives
          • Policies, Controls and Guidelines
          • Decision Making Authority

          Module 03: The Role of Governance, Risk and Compliance (GRC) and The Service Value System

          • The Role of Governance, Risk and Compliance
          • How to Integrate Governance, Risk and Compliance into the SVS
          • Risk Management in DPI
          • Governance and DPI

          Module 04: Continual Improvement

          • Key Principles and Methods
          • Continual Improvement Model

          Module 05: Continual Improvement: Assessment Methods

          • How to Identify Assessment Criteria
          • Data Collection
          • Selecting Assessment Methods
          • Assessment Methods and Outputs

          Module 06: Continual Improvement: Where do we want to be?

          • Defining the Next Point
          • Priority and Scope
          • Outcomes
          • Take Action

          Module 07: Continual Improvement: Keeping Up Momentum

          • Keeping People Engaged
          • Lessons Learned Analysis
          • Measurement and Reporting Practice

          Module 08: Organizational Change Management (OCM) and Communication

          • Key Principles
          • OCM Purpose and Application
          • Key Terms, Principles and Scope

          Module 09: Organizational Change Management: Practice Success Factors (PSFs)

          • Types of PCFs
          • Key Metrics
          • OCM and the SVC

          Module 10: Organizational Change Management: Stakeholders

          • Identifying and Managing Stakeholders

          Module 11: Organizational Change Management: Communication Principles

          • Types of Effective Communication
          • Communication Feedback Channels
          • Effective Interfaces

          Module 12: Measurement and Reporting in Direct, Plan & Improve

          • Key Terms and Definitions
          • Reporting Good Practices
          • Types of Measurement

          Module 13: Measure & Report: Planning and Evaluation Model

          • Purposed and Objectives of the Planning and Evaluation Model
          • Balanced Scorecard
          • Success Factors and KPIs

          Module 14: Direct, Plan & Improve Value Streams and Practices

          • Differences Between Value Streams and Practices
          • Value Stream Mapping
          • Measuring the Four Dimensions
          • Workflow
          • Feedback

          Module 15: Value Streams & Practices: Apply Guiding Principles to Direct, Plan & Improve

          • Applying the 7 Guiding Principles
          • Optimizing and Creating Workflows
          • Efficient Designs and Workflow Metrics
          • Theory of Constraints and Kanban
          • Institutionalizing Change

          Module 16: Summary

          View all course details

          In order to take the DPI course and exam candidates must hold the ITIL 4 Foundation Certification.  Anyone who has taken the ITIL 4 Managing Professional Transition course may also take this class.

          View all course details

          The ITIL 4 Leader: Digital & IT Strategy Certification is a senior level course/certification designed for individuals with three (3) or more years of management experience.  It focuses on the importance and challenges of creating an appropriate digital strategy to enable success across departments and organizations.  It also looks at how the digital business strategy can (and should) be integrated into the IT strategy and aligned with the wider organization’s goals.

          The course explores the use of the ITIL framework to support organizations in their digital transformation journey by providing a structured and flexible approach for addressing service management challenges and utilizing the potential of modern technology to get the most value from digital technology.  It also adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts into strategic levels among companies and business leaders. 

          Course Features

          • This course is taught by ITIL Expert and IT Service Management Leader, Dr. Suzanne Van Hove. 
          • When you take this course you have direct access to Suzanne to ask questions and gain from her experience.
          • This course in a self-paced on-demand course so you drive your training schedule.  
          • The course comes with 1 Year Access
          • Course Materials
          • You will receive 4 Case Study Assignments that Dr. Van Hove will grade.
          • Sample Exams
          • Exam Advice

          ITIL 4 Practices

          The course covers the following ITIL 4 practices to enable students to understand the factors that contribute to success in this arena:

          • Architecture Management
          • Measurement and Reporting 
          • Portfolio Management
          • Risk Management
          • Service Financial Management
          • Strategy Management
          • Workforce and Talent Management

              Who Should Take This Course?

              This course is designed for professionals across organizations who would like guidance and certification in the practices that will enable them to help craft a digital vision, shape an IT and business strategy and drive organizational change including:

              • IT Service Managers
              • Business Directors
              • Heads of Departments
              • Experienced Professionals looking to advanced their career 
              • Seasoned Project Managers and Business Analysts who want to learn about IT Strategy

               

              View all course details
              Video Title
              Length
              03: DITS and the Guiding Principles
              4 min
              04: Key Concepts Applied to Strategy
              10 min
              05: Products and Services
              20 min
              06: DITS and the SVS
              12 min
              07: Strategy Management (StM) Practice
              22 min
              08: DITS, SVS SVC Creating Value
              19 min
              09: Digital Disruption and Organizational Viability
              8 min
              10: VUCA (Practical Assignments)
              19 min
              11: Digital Transformation (Practical Assignments)
              15 min
              12: Digital Disruption and Organizational Viability
              6 min
              13: Influencing an Organizational Position
              11 min
              14: Digital Positioning Tools (Practical Assignments)
              10 min
              15: Digital Positioning Models (Practical Assignments)
              11 min
              16: Customer/Market Relevance and Operational Excellence
              12 min
              17: Omnichannel Delivery and Support
              10 min
              18: Achieving Operational Excellence
              10 min
              19: Service Optimization
              10 min
              20: Financial Aspects of DITS
              12 min
              21: Funding Projects, Products, Services
              9 min
              22: Service Financial Management (SFM) Practice
              9 min
              23: Portfolio Management Practice
              11 min
              24: Strategic Approaches for Digital Organizations (Practical Assignments)
              20 min
              25: Social Responsibility & Sustainability (Practical Assignments)
              8 min
              26: Risk and Opportunities
              24 min
              27: Risk Management (RM) Practice
              11 min
              28: Encouraging & Managing Innovation
              14 min
              29: Technology Adoption Lifecycle
              14 min
              30: Creating a Digital Strategy
              13 min
              31: Vision and Strategy
              14 min
              32: Using a Business Case for DITS
              15 min
              33: Implementing Digital Strategy
              10 min
              34: Architecture Management (AM) Practice
              11 min
              35: Workforce & Talent Mangement (WTM) Practice
              16 min
              36: Skills for Digital Leaders
              14 min
              37: Leadership Skills
              13 min
              38: Strategy Coordination & Implementation (Practical Assignments)
              12 min
              39: Large-Scale Transformation (Practical Assignments)
              9 min
              40: Parallel Operating Models (POMs)
              16 min
              41: Assessing the Success of a DITS
              10 min
              42: Objectives & Key Results (OKR)
              12 min
              43: Instrumenting Strategy
              9 min
              44: Measurement and Reporting (MR) Practice
              8 min
              45: Activities of a Digital Transformation Program (Practical Assignments)
              9 min
              46: Course Summary
              6 min
              Course Survey
              View all course details

              Module 00: Course Introduction

              Module 01: DITS Case Study

              • Analysis of the DITS Case Study and Risk Assessment Report

              Module 02: DITS Overview

              • Background and Introductory Information

              Module 03: DITS and the Guiding Principles

              • Apply the ITIL Guiding Principles to All Aspects of DITS

              Module 04: Key Concepts Applied to Strategy

              • Understand ‘Digital’ Concepts – Digital Technology, Digital Business, Digital Organization, Digital Transformation, Digitization

              Module 05: Products and Services

              • Differentiate Between Product and Service Management, Digital and IT Strategies, Business Strategies and Business Models

              Module 06: DITS and the SVS

              • Opportunity/Demand; Value
              • Governance; Continual Improvement
              • Practices

              Module 07: Strategy Management (StM) Practice

              • Purpose
              • Practice Success Factors

              Module 08: DITS, SVS SVC Creating Value

              • External Analysis: PESTLE 
              • Internal Analysis: Four Dimensions 

              Module 09: Digital Disruption and Organizational Viability

              • Organizational Viability, Agility, Resilience

              Module 10: VUCA (Practical Assignments)

              • Explain and Apply VUCA

              Module 11: Digital Transformation (Practical Assignments)

              • VUCA & Digital Transformation 
              • Applying HVIT Concepts

              Module 12: Digital Disruption and Organizational Viability

              • Three Levels of Digital Disruption: Ecosystem, Industry/Market, Organization

              Module 13: Influencing an Organizational Position

              • Customer/Market Relevance
              • Operational Excellence

              Module 14: Digital Positioning Tools (Practical Assignments)

              • Digital Positioning Tools: Maturity Models, Digital Positioning Models
              • Maturity Models

              Module 15: Digital Positioning Models (Practical Assignments)

              • Digital Positioning Models
              • Practical Assignment #1

              Module 16: Customer/Market Relevance and Operational Excellence

              • Achieve Customer/Market Relevance
              • Customer Vs. Market Relevance Definitions
              • Customer Journey

              Module 17: Omnichannel Delivery and Support

              • Omnichannel Delivery
              • Context Sensitive Delivery and Support
              • Customer AnalyticsCustomer 360 And Feedback

              Module 18: Achieving Operational Excellence

              • Relationship Between the Four Dimensions and Operational Excellence
              • Competitive Advantage, Continual Improvement, Automation

              Module 19: Service Optimization

              • Service Optimization
              • Technology Replacement Modernization
              • Sourcing Strategies
              • Workforce Strategies
              • Employee 360 Approach

              Module 20: Financial Aspects of DITS

              • Policies 
              • Portfolios

              Module 21: Funding Projects, Products, Services

              • Funding Projects, Products/Services 
              • Balancing Innovation and Operations
              • Charging and Charging Models

              Module 22: Service Financial Management (SFM) Practice

              • Purpose
              • Practice Success Factors

              Module 23: Portfolio Management Practice

              • Purpose
              • Practice Success Factors

              Module 24: Strategic Approaches for Digital Organizations (Practical Assignments)

              • Barrett Model
              • Evolution. Innovation
              • Agility & Resilience
              • Organizational Change Management, Knowledge Management 

              Module 25: Social Responsibility & Sustainability (Practical Assignments)

              • Social Responsibility, Sustainability
              • Triple Bottom Line
              • Employee Fulfillment
              • Practical Assignment #2

              Module 26: Risk and Opportunities

              • Risk Management for Digital Organizations
              • Risk Definitions, DICE, Risk Posture/Capacity/Appetite/Attitude
              • Qualitative and Quantitative Assessment
              • Risk Treatment

              Module 27: Risk Management (RM) Practice

              • Purpose
              • Practice Success Factors

              Module 28: Encouraging & Managing Innovation

              • What Is It 
              • Innovation Management

              Module 29: Technology Adoption Lifecycle

              • Technology Adoption Lifecycle
              • Developing an Innovation Culture

              Module 30: Creating a Digital Strategy

              • Digital Readiness Assessment
              • Evaluating Current Capabilities

              Module 31: Vision and Strategy

              • What is a Vision?
              • Strategic Planning

              Module 32: Using a Business Case for DITS

              • Business Case, Portfolio, and Strategy Relationships
              • Communicating a Business Case
              • Dealing with Resistance

              Module 33: Implementing Digital Strategy

              • Operating Models 
              • Organizational Structure

              Module 34: Architecture Management (AM) Practice

              • Purpose
              • Practice Success Factors

              Module 35: Workforce & Talent Management (WTM) Practice

              • Purpose
              • Practice Success Factors

              Module 36: Skills for Digital Leaders

              • Digital Mindset
              • Communication & Relationship Management 
              • Agile Management 

              Module 37: Leadership Skills

              • Leadership Skills
              • Education/Learning/Training

              Module 38: Strategy Coordination & Implementation (Practical Assignments)

              • Strategy Implementation – General Information
              • Satir Model

              Module 39: Large-Scale Transformation (Practical Assignments)

              • Large-Scale Implementation
              • Incremental Implementation
              • Mergers/Acquisitions
              • Individual Change Implementation
              • Practical Assignment #3

              Module 40: Parallel Operating Models (POMs)

              • Cannibalism, Erosion
              • Concurrence
              • Synergism

              Module 41: Assessing the Success of a DITS

              • Metrics
              • Cascading/Linking Measurements

              Module 42: Objectives & Key Results (OKR)

              • Objectives & Key Results (OKRs)
              • Measurement Principles: Progress, Performance, Relevance

              Module 43: Instrumenting Strategy

              • Instrumenting Strategy
              • Operational Reports/Dashboards
              • Analytical Reports

              Module 44: Measurement and Reporting (MR) Practice

              • Purpose
              • Practice Success Factors

              Module 45: Activities of a Digital Transformation Program (Practical Assignments)

              • Define Activities by Scope and Objective of the Transformation

              Module 46: Course Summary

              View all course details

              All students must have a minimum of three (3) years IT Managerial Experience in order to qualify to take this course.

              There are two paths to qualifying to take the Digital and IT Strategy (DITS) Course:

              • Take and complete the ITIL 4 Foundation Certification
              • Take and complete the ITIL 4 Managing Professional Certification

              Please note that if you are ITIL 4 Managing Professional Certified, after you take and successfully complete the DITS course you will have the DITS Certification and the ITIL 4 Strategic Leader Designation.  If you come to this course from the ITIL 4 Foundation Certification, then you will need to take this course and the ITIL 4 Strategic Leader Direct, Plan and Improve Course to hold the ITIL 4 Strategic Leader Designation.

              View all course details