Key Sessions

• Service Management Concepts: Understand the key concepts and terminology used within ITIL and IT service management.
• The ITIL Service Value System (SVS): Explore the components of the ITIL SVS which ensures a holistic approach to the facilitation of value co-creation.
• The Four Dimensions of Service Management: Examine factors that have an impact on the performance of service management including organisations and people, information and technology, partners and suppliers, and value streams and processes.
• ITIL Practices: Introduction to ITIL practices with an emphasis on how they contribute to value chain activities, improving the quality of IT services and customer satisfaction.
• Guiding Principles: Learn the seven guiding principles of ITIL 4 which can help guide an organisation’s actions and decision making.

• Create, Deliver, and Support (CDS): Focuses on operational activities and digital product and service creation and delivery.
• Drive Stakeholder Value (DSV): Looks at all types of stakeholder engagement and interaction between service providers and their customers, users, suppliers, and partners.
• High Velocity IT (HVIT): Explores the ways in which digital organisations and digital operating models function in high-velocity environments.
• Direct, Plan, and Improve (DPI): Provides practical skills for creating a ‘learning and improving’ IT organisation with a strong and effective strategic direction.
• Integration of Concepts: Apply ITIL principles in various real-world contexts, integrating different streams of value creation.

• ITIL Strategist Direct Plan and Improve (DPI): Share insights necessary for building a learning and improving IT organisation that executes effective strategic directions.
• ITIL Leader Digital and IT Strategy (DITS): Focuses on aligning digital business strategy with IT strategy.
• Crafting Digital Organisation Strategy: Learn how to stay relevant and sensitive to market and industry changes.
• Preparing for Disruption: Understand techniques to prepare for technological disruption and to pivot accordingly using ITIL 4 strategies.
• Risk Management: Enhance capabilities in risk assessment, mitigation strategies, and turning risks into opportunities.

• ITIL Specialist Create, Deliver, and Support: Deep dive into how to integrate different value streams and activities to create, deliver, and support IT-enabled products and services.
• ITIL Specialist Drive Stakeholder Value: Enhance skills in stakeholder management including relationships, SLA design, multi-supplier management, and communication.
• ITIL Specialist High Velocity IT: Explore the application of ITIL practices in high-velocity contexts, particularly for digital enterprises undergoing agile transformations.
• Applying the ITIL Practices: Detailed application of ITIL practices tailored to digital businesses and how they can leverage these for competitive advantage.
• Continuous Improvement: Implement continuous improvement models to perpetually enhance the service management and delivery.