Accredited ITIL® 4 Service Management Courses & Certifications

PMIS has been an Accredited Training Organization (ATO) for ITIL Products since 2010. Currently PMIS is accredited by PeopleCert.

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ITIL® 4 Foundation in IT Service Management (I4F)

Overview

This course is to introduce participants to the management of modern IT-enabled services, to provide them with better
understanding of the common language and key concepts, and to show them how
they can improve their work and the work of their organization with ITIL 4
guidance. 

This course will provide the candidate with an understanding of the ITIL 4 service management framework and how it has
evolved to adopt modern technologies and ways of working.

Part 1: Introduction 
(1) ITSM in the modern world; ITIL 4 (1) framework, Structure, benefits.

Part 2: Key concepts of service management
(1) value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks

Part 3: The four dimensions of service management
(1) Organization & people; Information & technology; Partner & suppliers; Values streams & processes

Part 4: The ITIL service value system
(1) Overview; Governance; Practices; Continual Improvement; 
(2) Guiding principles and examples
(3) Service value chain and examples

PART 5: ITIL 4 management practices
(1) General Management Practices
(2) Service Management Practices
(3) Technical Management Practices

PART 6: Technical simulation by Agile Service Management Cloud Software

PART 7: Review and mock test
PART 8: Assessment

COURSE & EXAM DURATION
2-days (14 hours)

COURSE EXAM
(1) Pre-requisite: No; 
(2) Exam Information: one hour exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 65% (26 out of 40).

ITIL® 4 Specialist Create Deliver Support (CDS)

Overview

This module covers challenges that modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.

This module aims to facilitate for those wanting to make immediate tangible changes to their organization’s working methods in service management. And, this module is less about technical aspects, and more on a practical and holistic approach to the creation and management of effective and streamlined services.

Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits

Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system

Part 3: Plan and Build a Service Value Stream - Concepts and challenges; use a ‘shit left’ approach; Plan and manage results

Part 4: Know how to use ITIL practices contribute to CDS – Value stream to design, develop and transition new services; ITIL practices contribute to a value stream for a new service; Value stream to provide user support; ITIL practices contribute to a value stream for user support

Part 5: Know how to CDS Services - Managing queues and backlogs; Prioritizing work; Buy vs build considerations; Sourcing options ; Service integration and management (SIAM)

COURSE & EXAM DURATION
3-days (21 hours)

COURSE EXAM
(1) Pre-requisite: ITIL 4 Foundation holder; 
(2) Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).

 

ITIL® 4 Specialist High Velocity IT (HIT)

Overview

This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations and practitioners to understand the difference between IT transformation and digital transformation and know where to make digital investment for significant business enablement. 
This module will enable traditional practitioners and organizations to update their skills and working methods for the digital era.

Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits.

Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system.

Part 3: High Velocity Nature of the digital enterprise – Hight Velocity key terms; HVIT objectives: valuable investments, fast development, Resilient operations, value co-creation, assured conformance; 

Part 4: Digital Product Lifecycle and ITIL Operating Model – The four dimensions of service management; ITIL SVS; Service value chain; Digital product lifecycle.

Part 5: Principles, Models and Concepts: Ethics, safety culture, lean culture, Toyota kata, lean/agile/resilient/continuous, service-dominant logic; design thinking; complexity thinking; Deal with uncertainty, trust and be trusted, commit to higher performance, help get customers’ jobs done, improving by being inquisitive. 
Part 6: Achieving Value with Digital Products - Techniques & 17 ITIL practices for Valuable Investment, Fast development;, Resilient operation, Co-created value, Assured conformance 

COURSE & EXAM DURATION
3-days (21 hours)

COURSE EXAM
Pre-requisite: ITIL 4 Foundation holder; 
Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).

 

ITIL® 4 Specialist Drive Stakeholder Value (DSV)

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This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services and focuses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy.

This is a unique module that drives IT professionals to interact with stakeholders to influence and improve the user experience.

Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits 

Part 2: ITIL 4 Foundation Summary- Value and value co-creation; product & services; services relationship; Values: outcomes, costs, and risks; The four dimensions of service management; The ITIL system value system

Part 3: Explore – Target Market and Stakeholder: Customer journeys: Characteristics of markets; Market activities and techniques; Customer needs and factors; service providers and value propositions;               
Part 4: Engage – Foster Stakeholder Relationships: Mutual readiness & maturity; Supplier and partner relationship; Develop customer relationships; Analyze customer needs; Communication and collaboration; Relationship Management practice; Supplier Management practice

Part 5: Offer - Shape Demand ad Define Service: Designing digital services; Selling obtaining service offerings; Demand and opportunities; Requirements; Business Analysis practices

Part 6: Agree – Align Expectation and Agree Service: Plan for value co-creation; Service utility, warranty, experience; SLM practice

Part 7: Onboard – Onboarding and Offboarding: Key activities and plans, User relationships; Authorization; Mutual elevation of capabilities; User engagement and delivery channels; SCM and Service Desk practices

Part 8: Co-create –Value Co-creation: Request services; Triaging; User communities, Mindset and provision; Customer and user feedback; Service Request Management practices

Part 9: Realize – Realize and Validate Service Value: Measurement, monitoring, reporting services

COURSE & EXAM DURATION
3-days (21 hours)

COURSE EXAM
Pre-requisite: ITIL 4 Foundation holder; 
Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).

ITIL® 4 Specialist Direct Plan Improve (DPI)

Overview

This module provides IT professionals and leaders with the ability to use ITIL methods in their overall IT strategy, creating an evolving IT organization with a strong and effective strategic direction. It demonstrates a clear alignment between strategy and operations and how to maximize outcomes.                                                                     
The module equips candidates with the skills to control, influence and inspire others to work in a desired way and create effective, high performing IT and digital teams. 

Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits

Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system

Part 3: Key Concepts of DPI – Key concepts & Differences; Values, outcome, cost & risks

Part 4: Understand Scope – Cascade objectives & requirements; Policies, control and guidelines; Decision-making at the correct level

Part 5: Understand the Role of GRC – Role risk & risk management; Role GRC & integrated IT into SVS; OCM

Part 6: Know how to Use Continual Improvement (CI)- CI model; Assessment Objectives, Outputs, Requirement, Criteria, Method; Business case; Review & lesson learn; Embedding CI into SVS

Part 7: Know how to Use OCM – Scope & Benefits; Key Principles and methods; Interface across value chain

Part 8: Know how to Use Measurement & Reporting – Define indicators & metrics to support objectives

Part 9: DPI for Value Streams & Processes – values & ITIL practices & Impact DPI; Methods & Techniques

COURSE & EXAM DURATION
3-days (21 hours)

COURSE EXAM
Pre-requisite: ITIL 4 Foundation holder; 
Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).

ITIL® 4 Managing Professional Transition (MPT)

Overview

This module is designed to allow ITIL Experts or ITIL v3 candidates who have already invested to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via one course and one exam.

This module recognizes the candidate’s existing achievements and allows them to gain the up-to-date skills and knowledge needed to navigate the digital service economy.

Part 1: Introduction- ITSM in the modern world; ITIL 4 framework, Structure, benefits 
Part 2: ITIL 4 Foundation Summary- Value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks; The four dimensions of service management; The ITIL system value system

Part 3: Create, Deliver & Support (CDS) - Plan and build, create, deliver, and support services; Create, delivery and support across the SVS and Value streams; Create, deliver and support services

Part 4: Drive Stakeholder Value (DSV) - Concepts of customer journeys ; Fostering stakeholder relationships; Shape demand and define service offerings; Onboard and offboard customers and users; Continual value co-creation (service consumption / provisioning); Realize and validate service value

Part 5: High Velocity IT (HVIT) – Concepts and high-velocity nature of the digital enterprise; Digital product lifecycle; ITIL Guiding Principles and other fundamental concepts for HVIT

Part 6: Direct, Plan & Improve (DPI) – Key concepts of DPI; Understand scope; Understand the Role of GRC; Know how to use OCM; Know how to use measurement & reporting; DPI for value streams & process

COURSE & EXAM DURATION
5-days (or 30 hours)

COURSE EXAM
Pre-requisite: ITIL v3 candidates must have gained a minimum of 17 credits from the ITIL v3 Foundation and Intermediate or Practitioner modules or an ITIL Expert certificate. 
Exam information: 1.5 hours exam for 40 multiple-choice questions (MCQ), closed book; The pass mark is 70% (28 out of 40 questions).

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Notes: All of ITIL® courses are bundled with respective exams.