This course 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.

This course will help practitioners to improve how you and your co-workers:

• Provide products and services
• Continually raise your standards of work
• Trust and are trusted
• Accept ambiguity and uncertainty
• Commit to continual learning.

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery existing ITIL qualification holders wishing to develop their knowledge

• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
  • Understand the following terms Digital organization, High-velocity IT , Digital transformation, IT transformation, Digital product, Digital technology
  • Understand when the transformation to high-velocity IT is desirable and feasible
  • Understand the five objectives associated with digital products.
• 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 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
  • How these principles contribute:
  • Help get customers’ jobs done
  • Trust and be trusted
  • Continually raise the bar
  • Accept ambiguity and uncertainty
  • Commit to continual learning
• Know how to contribute to achieving value with digital products
  • Know how the service provider ensures valuable investments are achieved.
  • Know how to use the following practices to contribute to achieving valuable investments
  • Know how the service provider ensures fast development is achieved.
  • Know how to use ollowing practices to contribute to achieving fast development:
  • Know how the service provider ensures resilient operations are achieved.
  • Know how to use the practices to contribute to achieving resilient operations
  • Know how the service provider ensures co-created value is achieved.
  • Know how to use the practices to contribute to achieving co-created value with the service consumer
  • Know how the service provider ensures assured conformance is achieved
  • Know how to use the following practices to contribute to achieving assured conformance