This training program provides comprehensive knowledge and practical skills in IT Service Management, focusing on the integration of core ITIL 4 concepts for creating, delivering, and supporting IT services and products, as well as developing sustainable digital transformation strategies.
Program ObjectivesThis training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Online Marketing Specialists; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.
The following typical tasks from the daily work of Online Marketing Specialists serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Google Ads campaigns
- A/B tests
- Funnel optimization
- Tracking setups
- Conversion hypotheses
The program covers the following key areas:
ITIL® 4 Specialist - Create, Deliver and Support (CDS)- Introduction to core ITIL 4 concepts.
- Organization and people in IT Service Management.
- Integration of DevOps principles with ITIL practices.
- Culture and communication within IT organizations.
- DevOps mindset and its application in ITIL frameworks.
- Managing value streams and processes for service delivery.
- Prioritization models for service design and requirements.
- Value stream mapping for new and existing services.
- Toolchains for service creation and operational support.
- Artificial Intelligence in value streams, delivery, and user support.
- Prioritization of work and workflow management.
- Kanban for visualizing and controlling value streams.
- Management of partners and suppliers.
- Fundamentals and potentials of Artificial Intelligence in service operations.
- Masterclasses on Flow Efficiency, Knowledge-Centered Service (KCS), and the integration of flow and knowledge.
ITIL® 4 Strategic Leader - Digital and IT Strategy
- Fundamentals of digital strategy and IT strategy.
- Understanding disruption and its impact on business.
- Recognizing the strategic potential of Artificial Intelligence.
- Development of business and operating models.
- The ITIL Service Value System and its integration with AI.
- The Strategy Journey: Vision, current state, desired future state, and action planning.
- Implementing AI initiatives and measuring success.
- Ensuring organizational feasibility and managing parallel operations.
- Digital leadership in the context of Artificial Intelligence.
- Managing innovation, new technologies, and strategic risks.
- Structuring organizations for digital business.
Learning Objectives
Upon completion of this program, participants will be able to:
- Analyze and apply ITIL 4 practices for creating, delivering, and supporting IT services.
- Integrate DevOps and Agile methodologies into ITIL processes.
- Design and manage value streams for efficient service delivery.
- Develop strategic approaches for digital transformation.
- Identify and utilize AI for business advantage and operational improvement.
- Lead digital initiatives and manage strategic risks.
- Apply principles of flow efficiency and knowledge management.
Career Prospects
The competencies gained in this program are applicable in various professional roles within IT and business management. Typical areas of activity include:
- IT Service Management professionals.
- IT strategists and digital transformation leaders.
- Project and program managers.
- DevOps engineers and practitioners.
- IT consultants.
- Roles focused on AI implementation and management.
- Positions in service delivery, operations, and strategy development.