Program Objectives
This 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 Business Analysts; 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 Business Analysts serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Requirements workshops
- Process reviews
- User stories
- Data mappings
- Stakeholder interviews
ITIL® 4 Specialist - Create, Deliver and Support (CDS)
- Introduction to the module
- Organization and People
- DevOps integration with CDS
- Culture and Communication, including the DevOps mindset in ITIL organizations
- Value streams and processes, covering CI/CD management with ITIL Practices
- Value stream for a new service, including prioritization models and toolchains
- Artificial Intelligence (AI) in value streams and delivery for efficiency and prediction
- Value stream for an existing service, including operational toolchains and the learning cycle
- User support evolution from service bots to AI agents
- Work prioritization, including Kanban for visualizing value streams and managing flow
- Partners and suppliers
- AI in service operations: fundamentals and potential
- Exam preparation
- Masterclasses on the physics of work (Flow Efficiency & Little's Law) and Knowledge-Centered Service (KCS) for scaling through knowledge.
ITIL® 4 Direct, Plan and Improve (DPI)
- Introduction to the module
- Central concepts of Direct, Plan & Improve
- Application of central principles and methods for steering and planning
- Exploration of Strategy Management, Balanced Scorecard (BSC), Objectives and Key Results (OKR), and RACI matrices
- The role of Governance, Risk, and Compliance (GRC) and integration into the Service Value System
- Exploration of Risk Management and Servant & Digital Leadership
- Understanding and applying central principles and methods for continuous improvement
- Exploration of tools for continuous improvement
- Central principles and methods for communication and Organizational Change Management (OCM) in steering, planning, and improvement
- Exploration of communication strategies in change contexts, OCM, Workforce and Talent Management, and practical tools for change and communication
- Central principles and methods for measurement and reporting in steering, planning, and improvement
- Exploration of Measurement and Reporting
- Steering, planning, and improving value streams and practices
- Exploration of Portfolio Management and AI as an enabler in DPI
- Exam preparation
Learning Objectives
Upon completion of this training program, participants will be able to:
- Integrate core IT service management activities for creating, delivering, and supporting IT services.
- Apply DevOps principles and practices within an ITIL framework.
- Manage value streams for both new and existing IT services, incorporating AI and relevant toolchains.
- Prioritize work effectively using methods like Kanban.
- Develop and implement strategies for a learning and improving IT organization.
- Understand and apply principles of governance, risk, and compliance.
- Utilize methods for continuous improvement across various IT functions.
- Implement effective communication and organizational change management strategies.
- Apply measurement and reporting techniques to support strategic planning and improvement.
- Leverage AI as an enabler for direct, plan, and improve activities.
Career Prospects
The competencies gained from this program are applicable in various IT service management roles. Typical career paths include positions in IT service strategy, operations, project management, and continuous improvement. The acquired knowledge supports roles focused on optimizing IT service delivery, enhancing organizational performance, and driving strategic alignment within IT departments.