Training with Iverson classes

Training is not a commodity – all training centres are not the same. Iverson Associates Sdn Bhd is the most established, the most reputable, and the top professional IT training provider in Malaysia. With a large pool of experienced and certified trainers, state-of-the-art facilities, and well-designed courseware, Iverson offers superior training, a more impactful learning experience and highly effective results.

At Iverson, our focus is on providing high-quality IT training to corporate customers, meeting their learning needs and helping them to achieve their training objectives. Iverson has the flexibility to provide training solutions whether for a single individual or the largest corporation in a well-paced or accelerated training programme.

Our courses continue to evolve along with the fast-changing technological advances. Our instructor-led training services are available on a public and a private (in-company) basis. Some of our courses are also available as online, on demand, and hybrid training.

The ITIL® 4 Leader: Digital and IT Strategy (DITS) is one of the two modules in the ITIL 4 Strategic Leader (SL) certification scheme. The other module in the SL designation is the ITIL® 4 Strategist: Direct, Plan & Improve. Accredited training for the ITIL 4 Strategic Leader modules is mandatory to enable full understanding of the core material.  

The ITIL ® 4 Digital and IT Strategy certification focuses on enabling business success through the creation of digital and IT strategies. The IT and Digital Strategy certification adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders. 

The ITIL® 4 Digital and IT Strategy is a 3-days course based on the ITIL® 4 Digital and IT Strategy exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the certification exam. The core learning material in the course is supported by interactive case case study and discussions and activities. 

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL-DITS
  • Price RM7500
  • Exam Price Include
  • Exam Code DITS
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    22-24 Mar 2021

    3-5 May 2021

    5-7 Jul 2021

    20-22 Sep 2021

    8-10 Nov 2021

  • Audience

    The target audience for ITIL 4 Digital and IT Strategy includes, but are not limited to, the following: 

    • IT and business directors, heads of department, aspiring C-Suite professionals and other senior business leaders across the organization. 

    ITIL 4 Digital and IT Strategy will help strategy and digital transformation consultants (internal and external) demonstrate how IT strategy differs from digital strategy, provide guidance for integrating digital and IT strategies and promote the importance of a successful digital strategy on business success. 

  • At Course Completion

    The ITIL ® 4 Digital and IT Strategy course covers the content in relation to the following learning outcomes of the exam specification for ITIL ® 4 Digital and IT Strategy: 

    • Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities 

    • Understand how to leverage digital strategy to react to digital disruption 

    • Understand the relationship between the concepts of Digital and IT Strategy, the service value system and the service value chain, and explain how to utilize them to create value 

    • Understand how an organization uses Digital and IT Strategy to remain viable in environments disrupted by digital technology 

    • Understand strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence 

    • Understand the risks and opportunities of Digital and IT Strategy 

    • Understand the steps and techniques involved in defining and advocating for a Digital and IT Strategy 

    • Understand how to implement a Digital and IT Strategy 

  • Module 1 Title Key Concepts of Digital and IT Strategy
  • Module 1 Content
    • Digital, Information, and Communication Technology 

    • Digital Transformation 

    • Services, Products, and Competitive Advantage 

    • Tiers of Strategy 

    • Business Models 

    • Operating Models 

  • Module 2 Title Strategy and the Service Value System
  • Module 2 Content
    • Opportunity and Demand 

    • Value 

    • Governance 

    • ITIL Guiding Principles 

    • Continual Improvement 

    • ITIL Practices 

  • Module 3 Title What is Vision?
  • Module 3 Content
    • Disruptions 

    • Vision 

    • Digital Disruptions 

    • Balanced Strategic Focus 

    • Positioning Tools forDigital Organizations 

    • Assignment 1: Digital Disruption and Digital Positioning 

  • Module 4 Title Where Are We Now?
  • Module 4 Content
    • Environmental Analysis 

    • Opportunity Analysis 

    • Digital Readiness Assessment 

  • Module 5 Title How Do We Get There (Strategic Planning)
  • Module 5 Content
    • Strategy Planning 

    • Financial Aspects of Digital and IT Strategy 

    • Business Models for Strategy Planning 

    • Portfolio Optimization 

     

  • Module 6 Title How Do We Get There (Strategic Approaches)
  • Module 6 Content
    • Strategic Approaches for Digital Organizations 

    • Strategic Approaches for Operational Excellence 

    • Strategic Approaches to Evolution 

    • Strategic Approaches to Social Responsibility and Sustainability 

    • Assignment 2: Strategic Approaches for Digital Organizations 

  • Module 7 Title Take Action (Managing Strategic Initiatives)
  • Module 7 Content
    • How Strategies are Implemented 

    • Coordinating Strategy and Strategic Initiatives 

    • Leading Digital Transformation 

    • Digital Leadership 

    • Assignment 3: Strategy Planning and Communication 

  • Module 8 Title Did We Get There? (Measuring Strategy)
  • Module 8 Content
    • Key Facts About Measurement 

    • Measuring a Strategy 

    • Instrumenting Strategy 

  • Module 9 Title How Do We Keep The Momentum Going
  • Module 9 Content
    • Long-Term Momentum: Ensuring Organizational Viability 

    • Short-Term Momentum: Parallel Operation 

    • Assignment: Digital Strategy in VUCA Environment 

  • Module 10 Title Managing Innovation and Emerging Technologies
  • Module 10 Content
    • Managing Innovation 

    • Formal Approach to Innovation Management 

    • Culture that Supports Innovation 

    • Approaches to Innovation 

    • Evaluating and Adopting Emerging Technology 

  • Module 11 Title Managing Strategic Risk
  • Module 11 Content
    • Risk Management 

    • Risk Identification 

    • Risk Posture 

    • Risk Treatment 

RM7,500.00(+RM450.00 Tax)
* Training Dates:

The ITIL® 4 Strategist: Direct, Plan, and Improve course is based on the ITIL® 4 Strategist Direct, Plan, and Improve candidate syllabus from AXELOS. The course provides the practical skills necessary to create a “learning and improving” IT organization, with a strong and effective strategic direction. With the help of ITIL® 4 concepts and terminology, activities, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® Strategist: Direct, Plan, and Improve certification exam. 

The ITIL® 4  Strategist: Direct, Plan, and Improve course is designed to provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility. It is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements. Therefore, it is the universal module, that will be a key component of both, ITIL® 4 Managing Professional and ITIL® 4 Strategic Leader streams. 

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL-DPI
  • Price RM6500
  • Exam Price Include
  • Exam Code DPI
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    8-10 Mar 2021

    14-16 Jun 2021

    20-22 Sep 2021

    13-15 Dec 2021

  • Audience

    The ITIL® 4 Strategist: Direct, Plan and Improve course fundamentally targets the participants in the IT and business domains who wish to take first steps in service management or who are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL® 4.  

    This course and the related certification can be beneficial for the following roles: 

    • IT Support Staff 

    • IT Consultants 

    • Business Managers 

    • Business Process Owners 

    • IT Developers 

    • Service Providers 

    • System Integrators 

    • Anyone working in a Devops team 

  • At Course Completion

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

    • Understand the key concepts of direction, planning, improvement. 

    • Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context. 

    • Understand the role of GRC and know how to integrate the principles and methods into the service value system. 

    • Understand and know how to use the key principles and methods of continual improvement for all types of improvements. 

    • Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement. 

    • Understand and know how to use the key principles and methods of measurement and reporting in direction, planning, and improvement. 

    • Understand and know how to direct, plan, and improve value streams and practices. 

  • Module 1 Title Course Introduction
  • Module 1 Content
    • Let’s Get to Know Each Other 

    • Course Overview 

    • ITIL® 4Certification Scheme 

    • Course Learning Objectives 

    • Course Components 

    • Course Agenda 

    • Module-End Exercises 

    • Exam Details 

  • Module 2 Title Core Concepts of DPI
  • Module 2 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Basics of Direction 

    • Basics of Planning 

    • Basics of Improvement 

    • Other Core Elements 

  • Module 3 Title DPI through Service Value Chain and Guiding Principles
  • Module 3 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • DPI of the SVS 

    • DPI of Guiding Principles 

  • Module 4 Title Role of Direction in Strategy Management
  • Module 4 Content
    • Key Terms Covered in the Module 

    • Introducing Startegy Management 

    • Developing Effective Strategies 

  • Module 5 Title Implementation of Strategies
  • Module 5 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Managing Risks 

    • Making Decisions through Portfolio Management 

    • Directing via Governance, Risk, and Compliance (GRC) 

     

  • Module 6 Title Introduction to Assessment and Planning
  • Module 6 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Core Concepts of Assessment 

    • Conducting Effective Assessments 

    • Core Concepts of Planning 

  • Module 7 Title Assessment and Planning through VSM
  • Module 7 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Introducing VSM 

    • Developing Value Stream Maps 

    • Knowing More About VSM 

  • Module 8 Title Measurement, Reporting, and Continual Improvement
  • Module 8 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Measurement and Reporting 

    • Alignment of Measurements and Metrics 

    • Success Factors and Key Performance Indicators 

    • Continual Improvement 

  • Module 9 Title Measurements and Continual Improvement through DImensions and SVS
  • Module 9 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Measurements for the Four Dimensions 

    • Continual Improvement of the Service Value Chain and Practices 

  • Module 10 Title OCM Principles and Methods
  • Module 10 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Basics of OCM 

    • OCM throughout DPI and Service Value Chain 

    • Resistance and Reinforcement 

  • Module 11 Title Communication Principles and Methods
  • Module 11 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Basics of Effective Communication 

    • Communication with Stakeholders 

  • Module 12 Title SVS Development Using Four Dimensions
  • Module 12 Content
    • Key Terms Covered in the Module 

    • Module Learning Objectives 

    • Organizations and People in the SVS 

    • Partners and Suppliers in the SVS 

    • Value Streams and Processes in the SVS 

    • Information and Technology in the SVS 

RM6,500.00(+RM390.00 Tax)
* Training Dates:

The ITIL® 4 Specialist: High-Velocity IT course is based on the ITIL® 4 Specialist: High-Velocity IT candidate syllabus from AXELOS. The course addresses the specifics of digital transformation and helps organizations to evolve towards a convergence of business and technology, or to establish a new digital organization. With the help of ITIL® 4 concepts and terminology, activities, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: High-Velocity IT certification exam. 

The ITIL® 4 Specialist: High-Velocity IT course is designed to enable practitioners to explore the ways in which digital organizations and digital operating models function in high-velocity environments. It will help aspiring organizations to operate in a similar way to successful digitally-native organizations. The course includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. The focus of these practices and technologies is on the rapid delivery of products and services to obtain maximum value. 

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL-HVIT
  • Price RM6500
  • Exam Price Include
  • Exam Code HVIT
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    15-17 Feb 2021

    26-28 Apr 2021

    14-16 Jun 2021

    18-20 Aug 2021

    13-15 Oct 2021

    1-3 Dec 2021

  • Audience

    It is aimed at IT and service management practitioners who work in organizations that are becoming more digitally enabled. It will help those who are familiar with traditional IT and service management concepts to discuss ‘digital’ confidently, develop practical competencies, and integrate new concepts, techniques, and technologies into their ways of working. 

  • Prerequisities

    Required: ITIL® 4 Foundation Certificate 

  • At Course Completion

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

    • Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT. 

    • Understand the digital product lifecycle in terms of the ITIL operating model. 

    • Understand the importance of the ITIL guiding principles and other fundamental concepts for delivering high-velocity IT. 

    • Know how to contribute to achieving value with digital products. 

  • Module 1 Title Course Introduction
  • Module 1 Content
    • Let’s Get to Know Each Other 

    • Course Components 

    • Course Agenda 

    • Module-End Exercises 

    • Exam Details 

    • Course Overview 

    • Course Learning Objectives 

    • Target Audience 

    • Characteristics 

    • ITIL® 4 Certification Scheme 

  • Module 2 Title Introduction to High-Velocity IT
  • Module 2 Content
    • High-Velocity IT 

    • Digital Technology 

    • Digital Organizations 

    • Digital Transformation 

  • Module 3 Title High-Velocity IT Approaches
  • Module 3 Content
    • Relevance of High-Velocity IT Approaches 

    • High-Velocity IT Approaches in Detail 

  • Module 4 Title High-Velocity IT Operating Models
  • Module 4 Content
    • Introduction 

    • ITIL Perspective 

    • High-Velocity IT Aspects 

    • High-Velocity IT Applications 

  • Module 5 Title ITIL Building Blocks for  High-Velocity IT
  • Module 5 Content

     

    • Digital Product Lifecycle 
    • Service Value Streams 
    • Four Dimensions of Service Management
    • ITIL Management Practices
  • Module 6 Title High-Velocity IT Culture
  • Module 6 Content
    • Key Behavior Patterns 

    • ITIL Guiding Principles 

  • Module 7 Title Supporting Models and Concepts for Purpose
  • Module 7 Content
    • Ethics 

    • Design Thinking 

  • Module 8 Title Supporting Models and Concepts for People
  • Module 8 Content
    • Reconstructing for Service Agility 

    • Safety Culture 

    • Stress Prevention  

  • Module 9 Title Supporting Models and Concepts for Progress
  • Module 9 Content
    • Working in Complex Environments  

    • Lean Culture 

    • ITIL Continual Improvement Model  

  • Module 10 Title High-Velocity IT Objectives and Techniques
  • Module 10 Content
    • High-Velocity IT Objectives 

    • High-Velocity IT Techniques 

  • Module 11 Title Techniques for Valuable Investments
  • Module 11 Content
    • Prioritization Techniques 

    • Minimum Viable Products and Services 

    • Product/Service Ownership 

    • A/B Testing 

  • Module 12 Title Techniques for Fast Developments
  • Module 12 Content
    • Basic Concepts Related to Fast Development 

    • Infrastructure as Code 

    • Reviews 

    • Continual Business Analysis 

    • Continuous Integration / Continuous Delivery (CI/CD) 

    • Continuous Testing 

    • Kanban 

  • Module 13 Title Techniques for Resilient Operations
  • Module 13 Content
    • Introduction to Resilient Operations 

    • Technical Debt 

    • Chaos Engineering 

    • Definition of Done 

    • Version Control 

    • Algorithmic IT Operations 

    • ChatOps 

    • Site Reliability Engineering (SRE) 

  • Module 14 Title Techniques for Co-created Value
  • Module 14 Content
    • Basic Concepts of Co-created Value 

    • Service Experience 

  • Module 15 Title Techniques for Assured Conformance
  • Module 15 Content
    • DevOps Audit Defense Toolkit 

    • DevSecOps 

    • Peer Review 

RM6,500.00(+RM390.00 Tax)
* Training Dates:

The ITIL ® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. 

 

The ITIL® 4 Specialist: Drive Stakeholder Value course is a 3-days course based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Drive Stakeholder Value certification exam. 

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL-DSV
  • Price RM6500
  • Exam Price Include
  • Exam Code DSV
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    1-3 Mar 2021

    17-19 May 2021

    12-14 Jul 2021

    1-3 Sep 2021

    22-24 Nov 2021

  • Audience

    The target audience for the ITIL ® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following: 

    • Service management practitioners involved in interactions with customers, users and suppliers 

    • Team leads and middle management of service providers 

    • Service and product owners, service designers 

    • Relationship managers, service level and service experience managers 

     

    Professionals with following job titles are expected to benefit from this module: 

    • Business Relationship Manager, Account Manager; Service Delivery Manager, Service Level Manager, Enterprise Architect, Solution Architect, Business Architect, Business Analyst, Project Manager, Demand Manager, Portfolio Manager, Supplier Relationship Manager, Vendor Manager, Contract Manager, UX Designer, Consultants 

    • Product Owners, Marketing Manager; Knowledge Manager; Customer Service Support; Cyber Security Manager 

  • Prerequisities

    To take the ITIL® 4 Specialist: Drive Stakeholder Value course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course. 

  • At Course Completion

    The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification: 

    • Understand how customer journeys are designed   

    • Know how to target markets and stakeholders 

    • Know how to foster stakeholder relationships    

    • Know how to shape demand and define service offerings   

    • Know how to align expectations and agree details of services   

    • Know how to onboard and offboard customers and users   

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

    • Know how to realize and validate service value 

  • Module 1 Title Customer Journey 
  • Module 1 Content
    • Purpose of the Module  

    • Purpose of Mastering the Customer Journey  

    • Touchpoints and Service Interactions  

    • Module Topics  

    • Mapping the Customer Journey  

    • Designing the Customer Journey  

    • Measuring and Improving the Customer Journey  

  • Module 2 Title Customer Journey Step 1: Explore
  • Module 2 Content
    • Purpose of the Module  

    • Purpose of the Explore Step  

    • Module Topics  

    • Understanding Service Consumers  

    • Understanding Service Providers  

    • Understanding and Targeting Markets  

  • Module 3 Title Customer Journey Step 2: Engage 
  • Module 3 Content
    • Purpose of the Module  

    • Purpose of the Engage Step 

    • Aspects of Service Value 

    • Module Topics 

    • Service Relationship Types 

    • Building Service Relationships 

    • Building and Sustaining Trust and Relationships 

    • Analyzing Customer Needs 

    • Managing Suppliers and Partners 

  • Module 4 Title Customer Journey Step 3: Offer 
  • Module 4 Content
    • Purpose of the Module 

    • Purpose of Shaping Demand and Service Offerings 

    • Module Topics 

    • Managing Demand and Opportunities 

    • Specifying and Managing Customer Requirements  

    • Designing Service Offerings and User Experience 

    • Selling and Obtaining Service Offerings 

  • Module 5 Title Customer Journey Step 4: Agree
  • Module 5 Content
    • Purpose of the Module 

    • Purpose of Aligning Expectations and Agreeing Services  

    • Module Topics  

    • Agreeing and Planning Value Co-Creation  

    • Negotiating and Agreeing a Service 

     

  • Module 6 Title Customer Journey Step 5: Onboard
  • Module 6 Content
    • Purpose of the Module 

    • Purpose of Onboarding and Offboarding 

    • ITIL Management Practices 

    • Module Topics 

    • Planning Onboarding 

    • Fostering Relationships with Users 

    • Providing User Engagement and Delivery Channels  

    • Enabling Users for Service    

    • Elevating Mutual Capabilities  

    • Offboarding 

  • Module 7 Title Customer Journey Step 6: Co-create
  • Module 7 Content
    • Purpose of the Module 

    • Purpose of Service Provision and Consumption 

    • Module Topics 

    • Service Mindset 

    • Ongoing Service Interactions 

    • Nurturing User Communities  

  • Module 8 Title Customer Journey Step 7: Realize
  • Module 8 Content
    • Purpose of the Module 

    • Measuring Service Value 

    • Purpose of Value Capturing and Customer Journey Improvement 

    • Realizing Service Value in Different Settings 

    • Module Topics 

    • Tracking Value Realization 

    • Assessing and Reporting Value Realization 

    • Evaluating Value Realization and Improving Customer Journeys 

    • Realizing Value for the Service Provider 

RM6,500.00(+RM390.00 Tax)
* Training Dates:

The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.


The ITIL® 4 Specialist: Create, Deliver and Support course is a 3-days course based on the ITIL® 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Create, Deliver, and Support certification exam.

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL-CDS
  • Price RM6500
  • Exam Price Include
  • Exam Code CDS
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    26-28 Apr 2021

    12-14 Jul 2021

    4-6 Oct 2021

  • Audience

    The ITIL ® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.


    Professionals with the following job titles are expected to benefit from this module:

    • IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
    • Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager
  • At Course Completion

    The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:
    • Understand how to plan and build a service value stream to create, deliver, and support services
    • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
    • Know how to create, deliver and support services

  • Module 1 Title Organization and Culture
  • Module 1 Content

    • Organizational Structures
    • Team Culture
    • Continuous Improvement Culture
    • Collaborative Culture
    • Customer-Oriented Mindset
    • Positive Communication

  • Module 2 Title Effective Teams
  • Module 2 Content

    • Capabilities, Roles and Competencies
    • Workforce Planning
    • Employee Satisfaction Management
    • Results Based Measuring and Reporting

  • Module 3 Title Information Technology to Create, Deliver and Support Service
  • Module 3 Content

    • Integration and Data Sharing
    • Reporting and Advanced Analytics
    • Collaboration and Workflow
    • Robotic Process Automation
    • Artificial Intelligence and Machine Learning
    • CI/CD
    • Information Model

  • Module 4 Title Value Stream
  • Module 4 Content

    • Anatomy of a Value Stream
    • Designing a Value Stream
    • Value Stream Mapping

  • Module 5 Title Value Stream to Create, Deliver and Support Services
  • Module 5 Content
    • Value Stream for Creation of a New Service

     

  • Module 6 Title Value Stream for User Support
  • Module 6 Content
    • Value Stream Model for Restoration of a Live Service
  • Module 7 Title Prioritize and Manage Work
  • Module 7 Content

    • Managing Queues and Backlogs
    • Prioritizing Work
    • Shift-Left Approach

  • Module 8 Title Commercial and Sourcing Considerations
  • Module 8 Content

    • Build or Buy
    • Sourcing Models
    • Service Integration and Management

RM6,500.00(+RM390.00 Tax)
* Training Dates:

The ITIL® 4 Managing Professional Transition module is a bridge course that enables the ITIL v3 professionals to easily transition across to ITIL 4 certification scheme. The ITIL 4 Managing Professional Transition module is designed to enable ITIL Experts or professionals with 17 credits to gain the designation of ITIL 4 Managing Professional through one course and one exam.

The purpose of the ITIL 4 Managing Professional Transition module is to provide candidates with an understanding of the:

  • Core concepts and definitions of ITIL 4 Foundation, including the key differences between the previous iteration of ITIL and ITIL 4 and how they can be practically applied.
  • Key elements from each one of the four ITIL Managing Professional (MP) modules: Create, Deliver and Support, Drive Stakeholder Value, High Velocity IT and Direct, Plan and Improve.

Additional Info

  • Certification Course & Certificate
  • Course Code ITILMP
  • Price RM8400
  • Exam Price Include
  • Exam Code ITILMP
  • Duration 5 Days
  • Principals ITIL
  • Schedule

    15-19 Feb 2021

    3-7 May 2021

    23-27 Aug 2021

    15-19 Nov 2021

  • Audience

    The training for ITIL 4 MP Transition module is targeted towards all practitioners with significant experience in IT service management and who wish to develop their knowledge and application skills for ITIL 4.

  • Prerequisities

    For taking the ITIL 4 Managing Professional Transition exam, a candidate must hold the ITIL Expert certificate or a minimum of 17 credits from the ITIL v3 Foundation and Intermediate/Practitioner modules. ITIL 4 Foundation can be accepted to replace ITIL v3 Foundation, plus 15 credits from ITIL Intermediate/Practitioner modules.

  • At Course Completion

    The learning objectives of the course are based on the following learning outcomes of the Managing Professional Transition exam specification:

    • Understand the key concepts of service management
    • Understand how the ITIL guiding principles can help an organization adopt and adapt service management
    • Understand the four dimensions of service management
    • Understand the purpose and components of the ITIL service value system
    • Understand the activities of the service value chain, and how they interconnect
    • Understand how to plan and build a service value stream to create, deliver, and support services
    • Know how to use a value stream to design, develop and transition new services
    • Know how to use a value stream to provide user support
    • Know how to coordinate, prioritize and structure work and activities to create deliver and support services, including managing queues and backlogs and prioritizing work
    • Understand how customer journeys are designed
    • Know how to foster stakeholder relationship
    • Know how to shape demand and define service offerings
    • Know how to onboard and offboard customers and users
    • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
    • Know how to realise and validate service value
    • Understand concepts regarding the high-velocity nature of the digital enterprise
    • Understand how high velocity IT relates to:
      • The four dimensions of service management
      • The ITIL service value system
      • The service value chain
      • The digital product lifecycle
    • Understand the following principles, models and concepts and know how to use the following principles, models and concepts:
      • Ethics
      • Safety culture
      • Lean culture
      • Toyota Kata
      • Lean/Agile/Resilient/Continuous
      • Service-dominant logic
      • Design thinking
      • Complexity thinking
    • Identify the scope of control and within this
      • Know how to cascade goals and requirements
      • Know how to define effective policies, controls and guidelines
      • Know how to place decision-making authority at the correct level
    • Understand the role of risk and risk management in DPI
    • Understand how governance impacts DPI
    • Know how to ensure that controls are sufficient, but not excessive
    • Understand the nature, scope and potential benefits of organizational change management
    • Know how to use the key principles and methods of communication & organizational change management
  • Module 1 Title ITIL 4 Foundation
  • Module 1 Content
    • Key Concepts of Service Management
    • The ITIL Guiding Principles
    • The Four Dimensions of Service Management
    • The Service Value System and Service Value Chain
  • Module 2 Title ITIL® 4 Create, Deliver and Support
  • Module 2 Content
    • ITSM Professionalism
    • Resource Planning and Management
    • How to Create, Deliver and Support
    • Prioritize and Manage Work
  • Module 3 Title ITIL® 4 Drive Stakeholder Value
  • Module 3 Content
    • Customer Journey
    • Foster Relationships
    • Shape Demand and Dene Service Offerings
    • Onboard and Offboard Customers and Users
    • Realize and Validate Service Value
    • Key practices
  • Module 4 Title ITIL® 4 High Velocity IT
  • Module 4 Content
    • Introduction
    • Key Concepts of High Velocity IT
    • High Velocity IT Objectives
    • High Velocity ITIL
    • High Velocity IT Culture
  • Module 5 Title ITIL® 4 Direct, Plan and Improve
  • Module 5 Content
    • Introduction
    • Key Concepts of Direct, Plan and Improve
    • Role of GRC and Integration into Service Value System
    • Organizational Change Management

     

RM8,400.00(+RM504.00 Tax)
* Training Dates:

ITIL® is the world’s leading best practice framework for implementing IT Service Management. Organizations use ITIL to plan, implement, support and improve services and create value for their customers. In this course you will learn the Foundational knowledge and skills for adopting and adapting best practices for ITSM in your organization.

Additional Info

  • Certification Course & Certificate
  • Course Code ITIL4
  • Price RM3800
  • Exam Price Include
  • Duration 3 Days
  • Principals ITIL
  • Schedule

    22-24 Feb 2021

    1-3 Mar 2021 (Penang Date)

    15-17 Mar 2021

    19-20 Apr 2021

    17-19 May 2021

    31 May - 2 Jun 2021 (Penang Date)

    21-23 Jun 2021

    5-7 Jul 2021

    16-18 Aug 2021

    6-8 Sep 2021 (Penang Date)

    13-15 Sep 2021

    20-22 Oct 2021

    25-27 Oct 2021 (Penang Date)

    1-3 Nov 2021

    6-8 Dec 2021

  • Audience

    This course is designed for anyone who would like a foundational understanding of IT Service Management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.


    This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for ITIL 4 Foundation exam.

  • Prerequisities

    To ensure your success in this course, end-user level computer and networking skills are required. You can obtain this level of skills and knowledge by taking the following Logical Operations courses:
    • Using Microsoft® Windows® 10 or any similar introductory course

    Some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations “IT Systems and Support” curriculum library to supplement your professional experience in this area.

  • Module 1 Title ITIL 4 Overview
  • Module 1 Content

    Topic A: Structured Benefits
    Topic B: The Service Value System
    Topic C: Four Dimensions of Service Management

  • Module 2 Title Key Concepts of ITIL
  • Module 2 Content

    Topic A: What is Service Management?
    Topic B: Service Relationships
    Topic C: Creating Value

     

  • Module 3 Title The Four Dimensions of Service Management
  • Module 3 Content

    Topic A: A Holistic Approach to Value Delivery
    Topic B: Organizations and People
    Topic C: Informational Technology
    Topic D: Partners and Suppliers
    Topic E: Value Streams and Processes
    Topic F: External Factors

  • Module 4 Title The ITIL Service Value System (SVS)
  • Module 4 Content

    Topic A: Guiding Principles
    Topic B: Governance
    Topic C: Service Value Chain
    Topic D: Practices
    Topic E: Continual Improvement

  • Module 5 Title The ITIL Guiding Principles
  • Module 5 Content

    Topic A: Focus on Value
    Topic B: Start Where You Are
    Topic C: Progress Iteratively with Feedback
    Topic D: Collaborate and Promote Visibility
    Topic E: Think and Work Holistically
    Topic F: Keep It Simple and Practical
    Topic G: Optimize and Automate
    Topic H: Principle Interaction

  • Module 6 Title Governance
  • Module 6 Content

    Topic A: Governing Bodies
    Topic B: Governance Activities
    Topic C: The Role of Governance in the SVS

  • Module 7 Title The Service Value Chain
  • Module 7 Content

    Topic A: Plan
    Topic B: Improve
    Topic C: Engage
    Topic D: Design and Transition
    Topic E: Obtain and Build
    Topic F: Deliver and Support

  • Module 8 Title Continual Improvement
  • Module 8 Content

    Topic A: The Model, the Value Chain, and Practice
    Topic B: Continual Improvement Model
    Topic C: Continual Improvement and the Guiding Principles
    Topic D: Theory of Constraints

  • Module 9 Title Key ITIL Practices
  • Module 9 Content

    Topic A: Introduction to ITIL Practices
    Topic B: Continual Improvement
    Topic C: Service Level Management
    Topic D: Change Control
    Topic E: Incident Management
    Topic F: Service Request Management
    Topic G: Service Desk
    Topic H: Problem Management

  • Module 10 Title Other ITIL Practices
  • Module 10 Content

    Topic A: General Management Practices
    Topic B: Service Management Practices
    Topic C: Technical Management Practices

RM3,800.00(+RM228.00 Tax)
* Training Dates:

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