ITIL® 4 Specialist: Plan, Implement and Control Training Course

• Educational Background: Learners must have a foundational understanding of ITIL® 4 principles and preferably have completed the ITIL® 4 Foundation certification.
• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.
• Interest in IT Service Management: This course is ideal for individuals with a keen interest in managing IT services delivery.

• Mastering Service Management Practices: Learners will understand key ITIL® 4 practices for planning, implementing, and controlling services to ensure seamless service delivery.
• Strategic Service Alignment: Learners will gain the ability to align ITIL® practices with business objectives, driving service improvement and achieving organisational goals.
• Effective Governance and Control: Learners will develop skills to establish robust governance frameworks, ensuring proper control and management of service delivery processes.
• Continuous Improvement in Service Delivery: Learners will acquire techniques to implement continuous service improvement, enhancing overall service performance and delivering sustained business value.

This course is ideal for IT professionals, service managers, and those responsible for service delivery, seeking to enhance their expertise in planning, implementing, and controlling ITIL® practices.

• IT Service Managers
• Service Delivery Managers
• IT Operations Managers
• IT Consultants
• Change Managers
• Process Managers
• Service Improvement Managers

Module 1: IT Asset Management

• Key Concepts of the Practice
  • Purpose of the Practice
  • Practice Success Factors (PSF) and Key Metrics of the Practice
  • IT Asset Types
  • IT Asset Register
  • IT Asset Lifecycle
  • Models and Verification
  • Inventory and Discovery
  • IT Asset Audit
• Processes of the Practice
  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organisation’s Value Streams?
• Roles and Competences of the Practice
  • IT Asset Manager
  • IT Asset Custodian
  • IT Asset Analyst
  • IT Asset Register Administrator
  • License Manager
  • IT Asset Owner
  • IT Asset Consumer
  • Know How to Position the Practice in the Organisational Structure
• How Information and Technology Support and Enable the Practice
  • Tools Application
  • Apply the Recommendations on Automation
• Role of Partners and Suppliers in the Practice
  • Dependencies of the Practice on Third Parties
  • Partners and Suppliers Can Support the Practice
• Recommendations for the Practice Success
  • Recommendations for IT Asset Management Success
  • Supported by the ITIL Guiding Principles
     

Module 2: Change Enablement (CE)

• Key Concepts of the Practice
  • PSFs and Key Metrics of the Practice
  • Change and Change Model
  • Standard Change
  • Emergency Change and Change Authority
• Processes of the Practice
  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams
• Roles and Competences of the Practice
• Responsibilities of the Key Roles of the Practice
  • Change Manager / Coordinator and Change Authority
  • Position the Practice in the Organisational Structure
• Information and Technology Support and Enable the Practice
  • Explain the Tools Application
  • Apply the Recommendations on Automation
• Role of Partners and Suppliers in the Practice
  • Dependencies of the Practice on Third Parties
  • Partners and Suppliers Can Support the Practice
• ITIL Capability Model Can Be Used to Develop the Practice
  • Capability Criteria Support the Practice Capability Development
• Recommendations for the Practice Success
  • Recommendations for Change Enablement Success
  • Recommendations Are Supported by the ITIL Guiding Principles?
     

Module 3: Deployment Management (DM)

• Key Concepts of the Practice
  • PSFs and Key Metrics of the Practice
  • Environment
  • Continuous Integration
  • Continuous Delivery
  • Continuous and Deployment
• Processes of the Practice
  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams
• Roles and Competences of the Practice
• Responsibilities of the Key Roles of the Practice
  • Deployment Manager
  • Deployment Practitioner
  • Position the Practice in the Organisational Structure
• Information and Technology Support and Enable the Practice
  • Tools Application
  • Apply the Recommendations on Automation
• Role of Partners and Suppliers in the Practice
  • Dependencies of the Practice on Third Parties
  • Partners and Suppliers Can Support the Practice
• ITIL Capability Model Can Be Used to Develop the Practice
  • Capability Criteria Support the Practice Capability Development
• Recommendations for the Practice Success
  • Recommendations for Deployment Management Success
  • How These Recommendations Are Supported by the ITIL Guiding Principles?
     

Module 4: Release Management (RM)

• Key Concepts of the Practice
  • Purpose of the Practice
  • PSFs and Key Metrics of the Practice
• Key Terms/Concepts
  • Release and CI/CD and Release Management
  • Release Model
  • Push/Pull Conditions
• Processes of the Practice
  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams
  • Roles and Competences of the Practice
• Responsibilities of the Key Roles of the Practice:
  • Release Manager
  • Position the Practice in the Organisational Structure
• Information and Technology Support and Enable the Practice
  • Tools Application
  • Apply the Recommendations on Automation
• Role of Partners and Suppliers in the Practice
  • Dependencies of the Practice on Third Parties
  • Partners and Suppliers Can Support the Practice
• ITIL Capability Model Can Be Used to Develop the Practice
  • Capability Criteria Support the Practice Capability Development
  • Recommendations for the Practice Success
  • Recommendations for Release Management Success
  • How These Recommendations Are Supported by the ITIL Guiding Principles?
     

Module 5: Service Configuration Management (SCM)

• Key Concepts of the Practice
  • Purpose of the Practice
  • PSFs and Key Metrics of the Practice
  • Configuration Item (CI)
  • Service Configuration Model
  • CI Lifecycle Model
  • Configuration Management System
  • Configuration Management Database
  • Baseline Configuration
  • Configuration Verification
  • Configuration Inventory
  • Configuration Audit
• Processes of the Practice
  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • Integrate the Practice in the Organisation’s Value Streams
• Roles and Competences of the Practice
• Responsibilities of the Key Roles of the Practice:
  • Configuration Manager
  • Configuration Coordinator
  • Configuration Librarian
  • Resource Owner/Custodian
  • Position the Practice in the Organisational Structure
• Information and Technology Support and Enable the Practice
  • Recommendations on Automation
• Partners and Suppliers in the Practice
  • Dependencies of the Practice on Third Parties
  • Partners and Suppliers Can Support the Practice
• ITIL Capability Model Can Be Used to Develop the Practice
  • Capability Criteria Support the Practice Capability Development
• Recommendations for the Practice Success
  • Recommendations for Service Configuration Management Success
  • How These Recommendations Are Supported by the ITIL Guiding Principles?
     

Module 6: Plan, Implement, and Control

• Processes and Value Streams of the Plan, Implement, and Control Practices
  • Role of the Incident Resolution Service Value Stream
  • Role of the Request Fulfilment Service Value Stream
  • Plan, Implement, and Control Practices
• Information and Technology Support and Enable the Practices
  • Information Is Exchanged Between the Plan, Implement, and Control Practices
• Recommendations for the Plan, Implement, and Control Practices Success
  • Recommendations for the Plan, Implement, and Control Practices