ITIL 4 Strategic Leader

In Gate 1 we discuss:

• Organisations, service providers, service consumers and other stakeholders
• The nature of value and value co-creation

In Gate 2 we:

• Describe the key concepts of service relationships relating to service offering, service relationship management, service provision and service consumption
• Describe the key concepts of creating value with services relating to cost, value, outcome, output, risk, utility and warranty
• Recall the definitions of service, utility and warranty

In Gate 3 we learn the importance of a holistic approach to service management –  ITIL 4 has now defined four dimensions of service management:

• Dimension 1: Organisations and people
• Dimension 2: Information & technology
• Dimension 3: Partners and suppliers
• Dimension 4: Value streams & processes

New concept in ITIL 4

In Gate 4 we learn about The service value system:

• Understand the purpose and components of the ITIL service value system & the relationship between opportunity, demand and value
• Understand how the guiding principles, governance, service value chain, practices & continual improvement play a role in the service value system.

New concept on ITIL 4

In Gate 5 we learn about – The service value chain:

• Understand the 6 key activities of the service value chain and how they interconnect

In Gate 6 we:

• Understand how the ITIL guiding principles can help an organisation adopt and adapt service management
• Describe the nature, use and interaction of the guiding principles

New concept in ITIL 4

In Gate 7 we learn about:

• The new concept within ITIL 4 called practices
• The difference between a practice and a process
• How practices work with value streams and support a holistic view of service management
• Examinable practices

In Gate 8 we learn about:

• The purpose of the continual improvement, information security, relationship management and supplier management practices
• Continual improvement in detail, including how the practice fits within the service value chain
• The application of each examinable practice

In Gate 9 we learn about:

• The definition, purpose and key terms of the change enablement practice
• The evolution of change management from ITIL 3 – to change enablement in ITIL 4

In Gate 10 we learn about the purpose, definition and application of the following ITIL 4 practices:

• IT asset management
• Monitoring and event management
• Release management
• Service configuration management

In Gate 11 we learn about:

• The incident ande problem management practices in detail, including how they fit in with the service value chain
• Specific key terms including: incident, problem and known error

In Gate 12 we learn about:

• The service desk request management and service level management ITIL 4 practices in detail, including how they fit in with the service value chain and their application