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 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.
* ITIL®/ PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
20-22 Feb 2023
17-19 Apr 2023
26-28 Jun 2023
21-23 Aug 2023
23-25 Oct 2023
18-20 Dec 2023
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 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.
Let’s Get to Know Each Other
Course Overview
ITIL® 4Certification Scheme
Course Learning Objectives
Course Components
Course Agenda
Module-End Exercises
Exam Details
Key Terms Covered in the Module
Module Learning Objectives
Basics of Direction
Basics of Planning
Basics of Improvement
Other Core Elements
Key Terms Covered in the Module
Module Learning Objectives
DPI of the SVS
DPI of Guiding Principles
Key Terms Covered in the Module
Introducing Startegy Management
Developing Effective Strategies
Key Terms Covered in the Module
Module Learning Objectives
Managing Risks
Making Decisions through Portfolio Management
Directing via Governance, Risk, and Compliance (GRC)
Key Terms Covered in the Module
Module Learning Objectives
Core Concepts of Assessment
Conducting Effective Assessments
Core Concepts of Planning
Key Terms Covered in the Module
Module Learning Objectives
Introducing VSM
Developing Value Stream Maps
Knowing More About VSM
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
Key Terms Covered in the Module
Module Learning Objectives
Measurements for the Four Dimensions
Continual Improvement of the Service Value Chain and Practices
Key Terms Covered in the Module
Module Learning Objectives
Basics of OCM
OCM throughout DPI and Service Value Chain
Resistance and Reinforcement
Key Terms Covered in the Module
Module Learning Objectives
Basics of Effective Communication
Communication with Stakeholders
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
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.
* ITIL®/ PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
7-9 Feb 2023
10-12 Apr 2023
19-21 Jun 2023
7-9 Aug 2023
9-11 Oct 2023
4-6 Dec 2023
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.
Required: ITIL® 4 Foundation Certificate
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.
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
High-Velocity IT
Digital Technology
Digital Organizations
Digital Transformation
Relevance of High-Velocity IT Approaches
High-Velocity IT Approaches in Detail
Introduction
ITIL Perspective
High-Velocity IT Aspects
High-Velocity IT Applications
Key Behavior Patterns
ITIL Guiding Principles
Ethics
Design Thinking
Reconstructing for Service Agility
Safety Culture
Stress Prevention
Working in Complex Environments
Lean Culture
ITIL Continual Improvement Model
High-Velocity IT Objectives
High-Velocity IT Techniques
Prioritization Techniques
Minimum Viable Products and Services
Product/Service Ownership
A/B Testing
Basic Concepts Related to Fast Development
Infrastructure as Code
Reviews
Continual Business Analysis
Continuous Integration / Continuous Delivery (CI/CD)
Continuous Testing
Kanban
Introduction to Resilient Operations
Technical Debt
Chaos Engineering
Definition of Done
Version Control
Algorithmic IT Operations
ChatOps
Site Reliability Engineering (SRE)
Basic Concepts of Co-created Value
Service Experience
DevOps Audit Defense Toolkit
DevSecOps
Peer Review
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.
* ITIL®/ PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
24-26 Jan 2023
20-22 Mar 2023
22-24 May 2023
31 Jul - 2 Aug 2023
11-13 Sep 2023
20-22 Nov 2023
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
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.
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
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
Purpose of the Module
Purpose of the Explore Step
Module Topics
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets
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
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
Purpose of the Module
Purpose of Aligning Expectations and Agreeing Services
Module Topics
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service
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
Purpose of the Module
Purpose of Service Provision and Consumption
Module Topics
Service Mindset
Ongoing Service Interactions
Nurturing User Communities
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
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.
* ITIL®/ PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
13-15 Mar 2023
15-17 May 2023
10-12 Jul 2023
18-20 Sep 2023
27-29 Nov 2023
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:
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
• Organizational Structures
• Team Culture
• Continuous Improvement Culture
• Collaborative Culture
• Customer-Oriented Mindset
• Positive Communication
• Capabilities, Roles and Competencies
• Workforce Planning
• Employee Satisfaction Management
• Results Based Measuring and Reporting
• Integration and Data Sharing
• Reporting and Advanced Analytics
• Collaboration and Workflow
• Robotic Process Automation
• Artificial Intelligence and Machine Learning
• CI/CD
• Information Model
• Anatomy of a Value Stream
• Designing a Value Stream
• Value Stream Mapping
• Managing Queues and Backlogs
• Prioritizing Work
• Shift-Left Approach
• Build or Buy
• Sourcing Models
• Service Integration and Management
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.
* ITIL®/ PRINCE2® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
16-18 Jan 2023
30 Jan - 1 Feb 2023 (Penang)
13-15 Feb 2023
6-8 Mar 2023
20-22 Mar 2023 (Penang)
3-5 Apr 2023
8-10 May 2023
29-31 May 2023
6-8 Jun 2023 (Penang)
12-14 Jun 2023
3-5 Jul 2023
24-26 Jul 2023
7-9 Aug 2023
14-16 Aug 2023
11-13 Sep 2023
2-4 Oct 2023
23-25 Oct 2023
14-16 Nov 2023
20-22 Nov 2023 (Penang)
4-6 Dec 2023
18-20 Dec 2023
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.
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.
Topic A: Structured Benefits
Topic B: The Service Value System
Topic C: Four Dimensions of Service Management
Topic A: What is Service Management?
Topic B: Service Relationships
Topic C: Creating Value
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
Topic A: Guiding Principles
Topic B: Governance
Topic C: Service Value Chain
Topic D: Practices
Topic E: Continual Improvement
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
Topic A: Governing Bodies
Topic B: Governance Activities
Topic C: The Role of Governance in the SVS
Topic A: Plan
Topic B: Improve
Topic C: Engage
Topic D: Design and Transition
Topic E: Obtain and Build
Topic F: Deliver and Support
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
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
Topic A: General Management Practices
Topic B: Service Management Practices
Topic C: Technical Management Practices