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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.

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ITIL Leader: Digital & IT Strategy

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 DITS
Price RM7900
Exam Price Exclude
Exam Code DITS
Duration 3 Days
Principals ITIL
Schedule
15-17 Jan 2024
11-13 Mar 2024
15-17 May 2024
3-5 Jul 2024
4-6 Sep 2024
13-15 Nov 2024
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.
Prerequisities
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
• Strategic 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
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ITIL® 4 Strategist: Direct, Plan and Improve

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. Exam voucher is included with this training.

* 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

Additional Info

Certification Course & Certificate
Course Code DPI
Price RM7000
Exam Price Include
Exam Code DPI
Duration 3 Days
Principals ITIL
Schedule
26-28 Feb 2024
17-19 Apr 2024
12-14 Jun 2024
5-7 Aug 2024
9-11 Oct 2024
9-11 Dec 2024
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
Prerequisities
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
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ITIL® 4 Specialist: High Velocity IT

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. Exam voucher is included with this training.

Additional Info

Certification Course & Certificate
Course Code HVIT
Price RM7000
Exam Price Include
Exam Code HVIT
Duration 3 Days
Principals ITIL
Schedule
21-23 Feb 2024
15-17 Apr 2024
26-28 Jun 2024
14-16 Aug 2024
2-4 Oct 2024
11-13 Dec 2-24
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
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ITIL® 4 Specialist: Drive Stakeholder Value

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. Exam voucher is included with this training.

Additional Info

Certification Course & Certificate
Course Code DSV
Price 7000
Exam Price Include
Exam Code DSV
Duration 3 Days
Principals ITIL
Schedule
29-31 Jan 2024
25-27 Mar 2024
6-8 May 2024
10-12 Jul 2024
23-25 Sep 2024
11-13 Nov 2024
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
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ITIL® 4 Specialist: Create, Deliver and Support

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. Exam voucher is included with this training.

Additional Info

Certification Course & Certificate
Course Code CDS
Price 7000
Exam Price Include
Exam Code CDS
Duration 3 Days
Principals ITIL
Schedule
6-8 Mar 2024
13-15 May 2024
29-31 Jul 2024
18-20 Sep 2024
27-29 Nov 2024
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
Prerequisities
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
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ITIL® 4 Foundation

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.

Exam voucher is included in the training's price.

Additional Info

Certification Course & Certificate
Course Code ITIL4
Price RM5100
Exam Price Include
Exam Code EX0-001
Duration 3 Days
Principals ITIL
Schedule
22-24 Jan 2024
22-24 Jan 2024 (Penang Date)
5-7 Feb 2024
19-21 Feb 2024
4-6 Mar 2024
18-20 Mar 2024
25-27 Mar 2024 (Penang Date)
3-5 Apr 2024
22-24 Apr 2024
6-8 May 2024
27-29 May 2024
5-7 Jun 2024
5-7 Jun 2024 (Penang Date)
24-26 Jun 2024
1-3 Jul 2024
17-19 Jul 2024
7-9 Aug 2024
12-14 Aug 2024 (Penang Date)
19-21 Aug 2024
9-11 Sep 2024
18-20 Sep 2024
7-9 Oct 2024
28-30 Oct 2024
4-6 Nov 2024
18-20 Nov 2024
25-27 Nov 2024 (Penang Date)
2-4 Dec 2024
16-18 Dec 2024
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.
At Course Completion
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
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