This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.

The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.

The course content reflects how IT Service Management has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.

As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.

This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.

Target audience

• Individuals managing the operation of IT-enabled and digital services
• Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support
• Individuals responsible for assuring that services are delivered and supported according to agreed levels
• ITSM practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery

ITIL v4