# LLMs-Full.txt - Full Content for Project Pages
# Generated on: 2026-06-17T06:27:37.066Z
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---

## URL: https://www.yourstrulymykla.com/calendar

### Title: Calendar

### Page ID: 8629296

### Content:

# Calendar

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

Explore upcoming trainings, workshops, and learning experiences at Yours Truly MYKL Academy. Each session is designed to help you grow, reflect, and develop new skills—empowering you to take meaningful steps in your personal and professional journey. Stay updated, plan ahead, and make every learning opportunity count.

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    MSF - Monitor, Support & Fulfil
    
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    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
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    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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-   [Courses](/courses-2)
    
    -   ITIL® Certifications
        
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    ITIL® Certifications
    
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    ITIL® Managing Professional
    
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    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
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    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
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-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Calendar](/calendar)

---

## URL: https://www.yourstrulymykla.com/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level

### Title: IREB Certified Professional for Requirements Engineering (CPRE) Foundation Level

### Page ID: 9047418

### Content:

## **Course Overview**

#### There is no requirement to maintain the certification or seek a recertification. The credential certificate is valid for life.

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

IREB Certified Professional for Requirements Engineering (CPRE) Foundation Level

IREBs (International Requirements Engineering Board) Certified Professional for Requirements Engineering certification is a standardized qualification for requirements engineers and business analysts.

IREB’s role is to support a single, universally accepted, international qualification scheme, aimed at requirements engineering for professionals, by providing the core syllabi and by setting guidelines for accreditation and examination.

IREB offers three qualifications on Requirements Engineering namely Foundation Level (CPRE-AL), Advanced Level (CPRE-AL) and Expert Level (CPRE-EL). Attaining each level certification is a mandatory requirement to graduate to the next level.

**WHAT IS INTERNATIONAL REQUIREMENTS ENGINEERING BOARD (IREB)?**

The CPRE Certification is earned through passing a multiple-choice examination.

CPRF-FL comprises of basic knowledge of eliciting, analyzing, specifying, documenting, validating and managing requirements.

A person with a CPRE FL certificate is expected to:

**WHY CERTIFIED PROFESSIONAL FOR REQUIREMENTS ENGINEERING (CPRE) CERTIFICATION (FL)?**

The International Requirements Engineering Board (IREB) is the sponsor of the international certification program entitled Certified Professional for Requirements Engineering (CPRE). The board maintains the syllabus, test contents and governs the associated processes and rules.

IREB was founded in October 2006 as a legal entity based in Germany.

The target audience for this course and qualification are:

The foundation level certification exam has no pre-requisites.

**Documentation of Requirements using Natural Language**

If the examination takes place in a language that is not the native language of the participant, an extension of the examination can be requested. The duration of the exam may be extended as follows:

The candidate will receive the exam results and the certificates from MSTB.

-   [Home](/)
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    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
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    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   [Contact](/contact)
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-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [IREB Certified Professional for Requirements Engineering (CPRE) Foundation Level](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)

-   Be familiar with the terminology of requirements engineering, business analysis and requirements management.
-   Understand the basic techniques and methods of requirements engineering and their application.
-   Be familiar with the most established notations for requirements. There are more than 10000 professionals who have achieved the CPRE certification worldwide.

-   Improved performance
-   Attract and retain high calibre staff
-   Formal training and qualification provided

-   ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
-   ITSM practitioners of all levels involved in shaping direction and strategy or developing a continually improving team
-   Individuals who are pursuing the ITIL Managing Professional designation.

-   Business and Systems Analysts
-   Developers who need to specify requirements
-   Team Leaders
-   Project Managers
-   Software Engineers &
-   Software Managers

-   What are requirement?
-   Evolution of requirements
-   The four major activities of RE

-   System, System Context and Boundaries
-   Determining System and Context Boundaries

-   Sources of Requirements
-   Categorization of Requirements according to the Kano Model
-   Elicitation Techniques

-   Structuring Documents
-   Documentation Style Alternatives
-   Document Structure
-   Using Requirements Documents
-   Quality Criteria for Requirements Documents
-   Quality Criteria for Requirements
-   Glossary

-   Language Effects
-   Constructing Requirements using a Template

-   Models
-   Goal Models
-   Use Case Models
-   Three Modelling Views
-   Structural Requirements Models
-   Functional Requirements Models
-   Behavioral Requirements Models

-   Basics for Checking Requirements
-   Basics of Reconciling Conflicting Requirements
-   Checking Requirements Quality
-   Principles for Checking Requirements
-   Techniques for Checking Requirements
-   Techniques for Reconciling Conflicting Requirements

-   Adding Attributes to Requirements
-   Creating Views of Requirements
-   Prioritizing Requirements
-   Tracing Requirements
-   Requirements Versioning
-   Managing Change Requests

-   Types of Tools
-   Tool Introduction
-   Tool Evaluation

-   Multiple-choice examination consisting of 45 questions.
-   Duration: 75 mins.
-   To pass the exam you have to score at least 70.00 percent of the total points.
-   Mode: Electronic and pen paper based.
-   Proctored examination.
-   During the examination no aids (training documents, books, telephone, etc.) except for language dictionaries are permitted. Sheets of paper used for scribbling may not be taken out of the room.

---

## URL: https://www.yourstrulymykla.com/ireb-cpre-advanced-level-requirements-elicitation-practitioner

### Title: IREB CPRE Advanced Level – Requirements Elicitation Practitioner

### Page ID: 9047427

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

IREB CPRE Advanced Level – Requirements Elicitation Practitioner

In the Advanced Level – as in the Foundation Level – Requirements Engineering principles are provided that are equally valid for any system – such as embedded systems, safety-critical systems, traditional information systems. This does not mean that the suitability of approaches for the individual areas, accounting for their particularities, cannot be dealt with in a training course. However, it is not the goal to present specific Requirements Engineering methods of a domain.

This syllabus is not based on any specific software development approach and associated process model that makes a statement about the planning, control and sequence of application of the addressed Requirements Engineering concepts and techniques in practice. It is not intended to particularly emphasize a specific approach, neither for Requirements Engineering nor for software engineering overall.

It defines what constitutes the knowledge of Requirements Engineers, but not the exact interfaces with other disciplines and processes of software engineering.

**WHAT IS INTERNATIONAL REQUIREMENTS ENGINEERING BOARD (IREB)?**

The International Requirements Engineering Board (IREB) is the sponsor of the international certification program entitled Certified Professional for Requirements Engineering (CPRE). The board maintains the syllabus, test contents and governs the associated processes and rules.

IREB was founded in October 2006 as a legal entity based in Germany.

The level of detail of this syllabus allows internationally consistent teaching and examination. To reach this goal, the syllabus contains the following:

The Advanced Level addresses the holders of the CPRE Foundation Level certificate, who want to deepen their knowledge in the Requirements Elicitation discipline of Requirements Engineering / Business Analysis.

The prerequisite for taking a IREB Advanced Level module exam is having a CPRE Foundation Level certificate or a certificate in Requirements Engineering from BCS.

The Advanced Level Module Requirements Elicitation addresses professionals with career profiles like:

A framework for structuring and managing requirements elicitation and conflict resolution

1.1 The scope of elicitation and conflict resolution in Requirements Engineering

1.2 Factors relevant to the approach of planning elicitation and conflict resolution

1.3 Planning and executing requirements elicitation and conflict resolution

2.2.1 Identifying and selecting stakeholders as requirements sources

2.2.3 Documentation schema for the stakeholders involved

2.3.1 Identifying and selecting documents as requirements sources

2.4.1 Identifying and selecting systems as requirements sources

3.4 Example for structuring elicitation techniques: attributes

5.3 Self-reflection on personal skills in requirements elicitation

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5.  [IREB CPRE Advanced Level – Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

-   General educational objectives,
-   Contents with a description of the educational objectives and
-   References to further literature (where necessary).

-   Requirements Engineering,
-   Business Analysis,
-   Business Engineering,
-   Organizational Design, who wish to extend their knowledge and skills in the area of requirements elicitation.

-   Are familiar with the specific terminology of requirements engineering within the chosen AL module as well as with the CPRE glossary,
-   have mastered the specific techniques and methods of the contents of the chosen AL module,
-   document their specific knowledge with the acquired certificate and thus a professional deepening far beyond the fundamental knowledge.

-   Exam: 75 minutes duration
-   The exam to achieve the Requirements Elicitation – Practitioner certificate consists of a multiple-choice exam.
-   The exam is comprised of approximately 45 questions. Candidates have up to 75 minutes to complete the test and need 70% of the total available points to pass. Non-native speakers can apply for a time extension of additional 15 minutes.
-   The CPRE Practitioner multiple-choice exam tests all learning objectives in the syllabus. However, for the learning objectives at cognitive knowledge levels L4 and L5, the exam questions are limited to items at cognitive levels L1 through L3.

-   The candidate will receive the exam results and the certificates from the certifying body (MSTB, GASQ, ISQI).
-   The certificate remains valid for life.

---

## URL: https://www.yourstrulymykla.com/prince2-project-management-foundation-version-7

### Title: Prince2 Project Management Foundation (Version 7)

### Page ID: 9047490

### Content:

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

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[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

The PRINCE2 7 Foundation qualification is intended for project managers and aspiring project managers. It is also relevant to other key staff involved in the design, development and delivery of projects, including: project board members (e.g. senior responsible owners), team managers (e.g. product delivery managers), project assurance (e.g. business change analysts), project support (e.g. Project and Programme Office personnel), and operational line managers/staff.

The PRINCE2 7 Foundation examination is intended to assess whether a candidate can recall and understand the PRINCE2 project management method (as described in the syllabus below). The PRINCE2 7 Foundation qualification is a prerequisite for the PRINCE2 Practitioner exam, which assesses the ability to apply understanding of the PRINCE2 project management method in context.

**At the end of the course, the participant should be able to:**

**Understand key concepts relating to projects and PRINCE2**

Describe key concepts related to project management:

**Understand how the PRINCE2 principles underpin the PRINCE2 method**

Explain how and why the principles provide the basis of applying PRINCE2, and which factors influence the way the PRINCE2 method can be tailored and applied, who is responsible, and how tailoring decisions are documented

**Understand the importance of people in successful projects**

Explain the difference between concepts related to the people element:

Explain key concepts related to the people element:

Explain the purpose of the management products required to support the people element of projects:

Explain how people aspects integrate with other PRINCE2 elements

**Understand the PRINCE2 practices and how they are applied throughout the project**

Explain the purpose of PRINCE2 management products, including:

Explain the purpose of the ‘business case’ practice

Describe the key relationships between the ‘business case’ practice and the principles

Explain the purpose of the key management products required to support the ‘business case’ practice

Define key concepts related to the ‘business case’ practice:

Describe the guidance for effective management of the business case, including:

Describe the PRINCE2 technique for the ‘business case’ practice

Describe the key relationships between the ‘organizing’ practice and the principles

Explain the purpose of the key management products required to support the ‘organization’ practice:

Define key concepts related to the ‘organizing’ practice:

Describe the PRINCE2 technique for the ‘organizing’ practice

Describe the key relationships between the ‘plans’ practice and the principles

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Define key concepts related to the ‘plans’ practice:

Describe the guidance for effective management of plans:

Describe the PRINCE2 technique for the ‘plans’ practice

Describe the key relationships between the ‘quality’ practice and the principles

Explain the purpose of the key management products required to support the ‘quality’ practice:

Define key concepts related to the ‘quality’ practice:

Describe the guidance for effective management of quality:

Describe the PRINCE2 technique for the ‘quality’ practice

Describe the key relationships between the ‘risk’ practice and the principles

Explain the purpose of the key management products required to support the ‘risk’ practice:

Define key concepts related to the ‘risk’ practice:

Describe the guidance for effective management of risk:

Describe the PRINCE2 technique for the ‘risk’ practice

Describe the key relationships between the ‘issues’ practice and the principles

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Define key concepts related to the ‘issues’ practice:

Describe the guidance for effective management of issues:

Describe the PRINCE2 technique for the ‘issues’ practice

Describe the key relationships between the ‘progress’ practice and the principles

Explain the purpose of the key management products required to support the ‘progress’ practice:

Define key concepts related to the ‘progress’ practice:

Describe the guidance for effective management of progress:

Describe the PRINCE2 technique for the ‘progress’ practice

**Understand the PRINCE2 processes and how they are carried out throughout the project**

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-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
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-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
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-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Prince2 Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)

-   ·      Project Managers
-   ·      Aspiring Project Managers
-   ·      Project board members (e.g. senior responsible owners)
-   ·      Team managers (e.g. product delivery managers)
-   ·      Project assurance (e.g. business change analysts)
-   ·      Project support (e.g. Project and Programme Office personnel),
-   ·      Operational line managers/staff

-   ·      Understand key concepts relating to projects and PRINCE2
-   ·      Understand how the PRINCE2 principles underpin the PRINCE2 method
-   ·      Understand the importance of people in successful projects
-   ·      Understand the PRINCE2 practices and how they are applied throughout the project
-   ·   Understand the PRINCE2 processes and how they are carried out throughout the project

-   o  the definition of the integrated elements of PRINCE2: principles, people, practices, processes and the project context
-   o  the definition of a project and project management
-   o  the aspects of project performance to be managed
-   o  the definition of delivery approaches: linear-sequential iterative-incremental, hybrid

-   o  the common reasons why project management is used
-   o  the common challenges that PRINCE2 is designed to address
-   o  the characteristics of a project
-   o  projects in context/project environment
-   o  the features and benefits of PRINCE2

-   o  ensure continued business justification
-   o  learn from experience
-   o  define roles, responsibilities and relationships
-   o  manage by stages
-   o  manage by exception
-   o  focus on products
-   o  tailor to suit the project

-   o  organizational ecosystem
-   o  project ecosystem
-   o  change management
-   o  stakeholder
-   o  culture
-   o  collaboration and co-creation
-   o  leadership
-   o  management

-   o  change management and why it is important
-   o  stakeholder engagement
-   o  communication
-   o  effective teams, including diversity, capability and competence

-   o  PID: change management approach
-   o  PID: communication management approach

-   o  PID
-   o  Project log

-   o  project brief
-   o  business case
-   o  PID: benefits management approach
-   o  PID: sustainability management approach

-   o  output
-   o  outcome
-   o  benefit
-   o  dis-benefit
-   o  business objective

-   o  business case lifecycle
-   o  aligning products to business objectives and tolerances
-   o  establishing business justification

-   o  PID: project management team structure
-   o  PID: role descriptions
-   o  PID: commercial management approach

-   o  project board
-   o  project team

-   o  the three project interests
-   o  PRINCE2 roles
-   o  work breakdown structure

-   o  work package description
-   o  project product description
-   o  plan (including project, stage, team & exception plan)

-   o  schedule
-   o  dependency
-   o  project plan
-   o  stage plan
-   o  team plan
-   o  exception plan
-   o  scope

-   o  the planning horizon
-   o  project stages
-   o  product-based planning
-   o  using tolerances to manage constraints
-   o  delivery sustainability

-   o  product description
-   o  PID: quality management approach
-   o  project log: quality register
-   o  project log: product register

-   o  user quality expectations
-   o  acceptance criteria
-   o  quality specifications
-   o  requirements

-   o  quality planning
-   o  quality control
-   o  quality assurance

-   o  PID: risk management approach
-   o  Project log: risk register

-   o  a risk: threat or opportunity based on uncertainty
-   o  risk appetite
-   o  risk tolerance
-   o  risk cause, event and effect
-   o  risk exposure
-   o  risk owner and risk action owner
-   o  risk probability
-   o  risk impact

-   o  risk planning
-   o  risk analysis
-   o  risk control
-   o  risk culture
-   o  understand decision bias
-   o  recommended risk response types
-   o  use of data

-   o  PID: issue management approach
-   o  project log: issue register
-   o  issue report

-   o issue (including types of issue: change, problem/concern, business opportunity, request for change, off-specification)
-   o  project baseline
-   o  change control

-   o  baselines
-   o  issue resolution
-   o  change control
-   o  delegating authority for changes
-   o  change budget

-   o  checkpoint report
-   o  highlight report
-   o  end stage report
-   o  end project report
-   o  lessons report
-   o  exception report
-   o  project log: daily log
-   o  project log: lessons log
-   o  PID: digital and data management approach

-   o  forecast
-   o  exception
-   o  tolerance
-   o  event-driven and time-driven controls

-   o  tolerances for progress control
-   o  types of control
-   o  reviewing progress and lessons
-   o  reporting progress and lessons
-   o  forecasting
-   o  escalating
-   o  use of data and systems in progress management

-   o  starting up a project
-   o  directing a project
-   o  initiating a project
-   o  controlling a stage
-   o  managing product delivery
-   o  managing a stage boundary
-   o  closing a project

-   o  starting up a project
-   o  directing a project
-   o  initiating a project
-   o  controlling a stage
-   o  managing product delivery
-   o  managing a stage boundary
-   o  closing a project

-   o  starting up a project
-   o  directing a project
-   o  initiating a project
-   o  controlling a stage
-   o  managing product delivery
-   o  managing a stage boundary
-   o  closing a project

---

## URL: https://www.yourstrulymykla.com/prince2-project-management-practitioner-version-7

### Title: Prince2 Project Management Practitioner (Version 7)

### Page ID: 9047569

### Content:

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

Prince2 Project Management Practitioner (Version 7)

PRINCE2 is a well-known methodology that is used by individuals and organizations globally to manage projects effectively and in a structured manner. It is adaptable and can be used to manage any project, regardless of scale, scope and type

This course is suitable for project professionals, aspiring project managers and staff involved in designing and delivering projects such as team managers and business analysts.

You must hold a valid certification in a relevant and specified project management qualification. Refer to the FAQs on the website for the complete list.

**Course Name**: PRINCE2 Project Management Practitioner (Version 7)

**Delivery Method**: Classroom-based, Virtual Instructor-Led Training

On the Practitioner course, you'll learn how to apply the PRINCE2 methodology to real-world projects. You'll develop the skills to tailor PRINCE2 to different environments, manage risks effectively, and ensure projects remain aligned with business objectives. The course prepares you to lead projects with confidence using best-practice principles.

The Practitioner element of the course teaches you how to apply PRINCE2 principles, practices, and processes in different contexts, so you can confidently use the methodology to manage projects of different sizes and complexities while maintaining the integrity of its structured approach.

Discover how to establish effective project controls, manage risks, and ensure project alignment with business objectives. You'll gain insights into key aspects like decision points, quality assurance, and progress monitoring, empowering you to maintain control over projects and adapt plans as necessary.

Understand how to embed the PRINCE2 practices in your organization for long-term success. This section provides strategies for building project resilience, cultivating stakeholder engagement, and sustaining PRINCE2's flexible framework to optimize project delivery and performance.

-   [Home](/)
-   [About](/about)
-   [Courses](/courses-2)
    
    -   ITIL® Certifications
        
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    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
-   [About](/about)
-   [Courses](/courses-2)
    
    -   ITIL® Certifications
        
    -   EXIN Agile Scrum
        
    -   IREB Certifications
        
    -   SDI® Qualifications
        
    -   Prince2® Version 7
        
    
    ITIL® Certifications
    
    ITIL® Foundation
    
    -   [ITIL® Foundation (Version 5)](/itil-foundation-version-5)
    
    ITIL® Managing Professional
    
    -   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
    -   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Prince2 Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

-   Project Manager
-   Programme Manager
-   Project Support
-   Project Coordinator
-   Business Analyst
-   PMO Manager
-   Risk Manager
-   Change Manager
-   Product Manager
-   Executives and Senior Leaders

-   The PRINCE2 principles in context
-   Effective people management in successful projects
-   The relevant aspects of the PRINCE2 practices, tailored to a specific context
-   The relevant aspects of PRINCE2 processes, tailored to a specific context

---

## URL: https://www.yourstrulymykla.com/sdi-service-desk-manager-sdm

### Title: SDI® Service Desk Manager (SDM)

### Page ID: 9047642

### Content:

### **Course Outline**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

SDI Service Desk Manager (SDM) Professional Standard. It provides the information, the requirements, and the guidance necessary for test creators, curriculum developers, test takers and test administrators.

The Service Desk Manager (SDM) Professional Standard qualification course is for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management practices and management skills. This course is suitable for those with at least three years’ experience in a service desk environment.

Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:

The Service Desk Manager (SDM) Professional Standard qualification recognizes an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. A person who successfully passes the Service Desk Manager (SDM) exam can be expected to have the skills to: 

**Venue:** Classroom Based/Virtual Instructor-Led Training

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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
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-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
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-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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5.  [SDI® Service Desk Manager (SDM)](/sdi-service-desk-manager-sdm)

-   •        Team Leader
-   •        Supervisor
-   •        Service Desk Manager
-   •        Support Manager
-   •        Service Delivery Manager
-   •        Customer Service Manager
-   •        Service Manager

-   • Have a working knowledge of the IT service and support industry
-   • Have a practical knowledge of the Service Desk Manager (SDM) Professional Standard
-   • Have a strong desire to progress in the IT service and support industry

-   • Develop and deliver service desk strategies to that fully underpin the organization’s business strategy and objectives
-   • Demonstrate the key leadership and management competencies needed to be a successful Service Desk Manager
-   • Interface the service desk with other departments within IT, other processes and other standards to maximise the efficiency and effectiveness of IT
-   • Create, support and deliver service desk processes and services to deliver exceptional customer and value

-   •        Define the purpose of the service desk
-   •        Explain the activities of the service desk
-   •        Identify the requirements for a successful service desk
-   •        Define what is meant by the leadership requirement
-   •        Define what is meant by the consistency requirement
-   •        Define what is meant by the commitment to quality requirement
-   •        Define what is meant by the strategy requirement
-   •        Define what is meant by the people management requirement
-   •        Define what is meant by the resources requirement
-   •        Define what is meant by the strategic value requirement

-   •        Explain the concepts of good practice and best practice
-   •        Identify sources of service desk and IT methodologies and best practice
-   •        Explain the benefits of following best practice

-   •        Explain the purpose of a code of conduct
-   •        Recognize the benefits of working within a code of conduct
-   •    Recognize the benefits of honoring commitments made to customers, team members, and the organization

-   •        Requirements for an effective service desk strategy
-   •        Demonstrate commercial awareness
-   •        Describe the processes and techniques required to obtain senior board approval

-   •        Describe the purpose of a service desk vision statement
-   •        Explain the objectives of a service desk vision statement
-   •        Describe the purpose of a service desk mission statement
-   •        Explain the objectives of a service desk mission statement
-   •        Describe the purpose of critical success factors
-   •        Explain the objectives of critical success factors

-   •        Identify techniques for establishing effective relationships with other teams and groups in the IT organization
-   •        Identify how to use formal and informal networks to accomplish objectives
-   •        Describe how to build effective working relationships
-   •        Identify the responsibilities of the Service Desk and Support Manager when contributing to IT and business objectives
-   •        Explain the value of conducting assessments

-   •        Describe the various sourcing options available for delivering consistent quality service
-   •        Identify the various structure models the service desk uses for delivering service
-   •        Describe the outsourcing models used in a service desk environment
-   •        List the issues to consider when insourcing and outsourcing
-   •        Explain the benefits of outsourcing
-   •        Explain the benefits of insourcing
-   •        Explain the risks associated with insourcing and outsourcing that need to be considered
-   •        Explain the service level management (SLM) considerations when outsourcing
-   •        Describe multi-sourcing
-   •        Identify the benefits of multi-sourcing

-   •        Describe the objectives of financial management
-   •        Describe the activities involved in financial management
-   •        Understanding cost types used in financial management
-   •        Describe Return on Investment (ROI)

-   •        Explain the difference between leadership and management skills
-   •        Characteristics of an effective manage
-   •        Characteristics of an effective leader

-   •        Demonstrate the skills required to be an effective Service Desk Manager
-   •        Describe the responsibilities of a Service Desk Manager

-   •        Identify the objectives of promoting the service desk
-   •        Give examples of channels available for promoting the service desk
-   •        Identify key activities to be undertaken when planning a promotion program
-   •        Explain how to manage stakeholder expectations

-   •        Explain strategic awareness of the organization
-   •        Recognize opportunities for greater participation in strategic decisions

-   •        Describe the purpose of organizational change management
-   •        Identify different types of changes
-   •        Identify the benefits of using an organizational change management process
-   •        Identify key elements of organizational change management

-   •        List the elements required for successful project management
-   •        Describe a business case
-   •        List the components required to produce a thorough business case

-   •        Describe the objective and the components of teamwork
-   •        Identify the characteristics of an effective team player
-   •        List the characteristics of an effective team
-   •        Explain the benefits of having an effective team
-   •        Describe a typical friendly and supportive workplace environment

-   •        Identify the communication competencies required for a Service Desk Manager
-   •        Identify appropriate channels of communication
-   •        Define the purpose of a communication plan
-   •        Creating an effective communication plan
-   •        Identify the purpose of conducting meetings
-   •        Identify the purpose of conducting meetings
-   •        Identify the characteristics of a successful meeting
-   •        Explain how to prepare written communications
-   •        Identify requirements for preparing an effective presentation
-   •        Identify considerations for developing a presentation
-   •        Identify considerations when using online collaborative conferencing services
-   •        Identify techniques for engaging the audience

-   •        Describe the requirements for successful negotiation
-   •        Demonstrate the characteristics of a good negotiator

-   •        Identify requirements for effective service desk recruitment
-   •        Identify the elements included in a recruitment process
-   •        Identify qualities and skills to look for in staff

-   •        Describe the features of a structured induction planning process
-   •        Describe the benefits of a structured approach to induction
-   •        Describe the features of a structured approach to training
-   •        Describe the benefits of a structured approach to training

-   •        Demonstrate the behaviors for creating a positive working environment
-   •        Demonstrate the behaviors for achieving long-term working relationships with members of your staff
-   •        Describe how to constructively address individual performance issues
-   •        Employ methods for gathering the information required to measure employee satisfaction information

-   •        Identify the major activities of a manager
-   •        Explain the different types of planning
-   •        List the elements required for developing successful plans
-   •        Demonstrate how to successfully organize resources
-   •        Describe how to direct, control and coordinate activities

-   •        Explain the benefits of motivation
-   •        Describe methods to improve service desk performance
-   •        Describe how to recognize and reward staff
-   •        Describe ways to provide direction and focus during challenging circumstances, such as major incidents or periods of uncertainty

-   •        Describe mentoring
-   •        Explain the benefits of mentoring
-   •        Describe the benefits of peer mentoring (buddying)

-   •        Describe coaching
-   •        Explain the benefits of coaching
-   •        Describe how to prepare to coach an analyst
-   •        Describe the coaching process
-   •        Display the characteristics of an effective coach

-   •        Identify methods for assessing the development needs of the service desk and service desk staff
-   •        Identify examples of common methods used for professionally developing staff
-   •        Describe how to maintain and enhance personal development

-   •        Describe the importance of emotional resilience
-   •        List some common causes of stress
-   •        Describe some of the signs of positive stress
-   •        Describe some of the signs of negative stress

-   •        Identify methods used for delivering service and support
-   •        Describe the purpose of using IT service management systems in a service desk environment
-   •        Explain the primary objectives for using IT service management tools
-   •        Explain the benefits of telephone support as a service delivery method
-   •        Recognize common challenges of telephone support as a service delivery method
-   •        Explain the benefits of using face to face support as a service delivery method
-   •        Recognize common challenges of face to face as a service delivery method
-   •        Explain the benefits of remote support
-   •        Recognize common challenges of using remote support tools
-   •        Explain the benefits of using live chat and collaboration tools
-   •        Recognize commons challenges of using live chat and collaboration tools
-   •        Describe Automatic Call Distribution (ACD)
-   •        4.1.13 List common automatic call distribution (ACD) features

-   •        Describe the objective of workforce management
-   •        Explain the benefits of resource planning models
-   •        Summarize the steps involved in resource scheduling

-   •        Describe self-service
-   •        Explain the primary objectives of self-service
-   •        List common examples of self-service
-   •        Explain the benefits of using self-service as a service delivery method
-   •        Identify common challenges of self-service

-   •        Describe automation
-   •        List common examples of automation
-   •        Identify the benefits of automation

-   •        Describe AI
-   •        List common examples of rules-based AI
-   •        List common examples of neural networks
-   •        Identify the benefits of AI
-   •        Identify the challenges of AI

-   •        Describe the meaning of cloud computing in a service desk environment
-   •        Explain the benefits of using cloud computing technology
-   •        Identify common challenges of using cloud computing technology in a service desk environment

-   •        Describe what is meant by social media
-   •        Explain how to use social media tools effectively
-   •        Identify the challenges associated with social media tools

-   •        Describe IT service management (ITSM)
-   •        Explain the objectives of IT service management (ITSM)
-   •        Explain the differences between practices, processes, and procedures
-   •        Explain the importance of documenting practices, processes and procedures
-   •        Explain the importance of following processes and procedures
-   •        Describe ITIL®

-   •        Describe the purpose of incident management
-   •        Describe an incident
-   •        Explain the objectives of incident management
-   •        Describe the options for the logging, management, and resolution of incidents
-   •        Identify the technologies which aid the service desk in incident management
-   •        Identify common measures of success for incident management
-   •        Explain the service desk responsibilities in incident management

-   •        Describe the purpose of service request management
-   •        Describe a service request.
-   •        Explain the objectives of service request management
-   •        Explain the different types of service requests
-   •        Describe the guidelines for successful service request management
-   •        Identify common measures of success for service request management
-   •        Explain the service desk responsibilities in service request management

-   •        Describe the purpose of problem management
-   •        Describe a problem
-   •        Describe a known error
-   •        Explain the objectives of problem management
-   •        Identify the three phases of problem management
-   •        Identify common measures of success for problem management
-   •        Explain the service desk’s responsibilities in problem management

-   •        Describe the purpose of change enablement
-   •        Describe a change
-   •        Explain the objectives of change enablement
-   •        Identify the three types of change
-   •        Describe the purpose of a change schedule
-   •        Identify common measures of success for change enablement
-   •        Explain the service desk’s responsibilities in the change enablement process

-   •        Describe the purpose of release management
-   •        Describe a release
-   •        Explain the objectives of release management
-   •        Identify the features of a release

-   •        Describe the purpose of deployment management
-   •        Explain the objectives of deployment management
-   •        Identify the different approaches for deployment

-   •        Describe the purpose of IT asset management
-   •        Describe an IT asset
-   •        Explain the objectives of IT asset management
-   •        Identify the types of asset management
-   •        Describe the typical activities of IT asset management

-   •        Describe the purpose of service configuration management
-   •        Describe the definition of a configuration item
-   •        Describe the definition of a configuration management system
-   •        Explain the objectives of service configuration management
-   •        Describe the benefits of processes to service configuration management

-   •        Describe the purpose of knowledge management
-   •        Explain the objective of knowledge management
-   •        Identify the three categories for knowledgebased assets
-   •        Describe the challenges to effective knowledge management
-   •        Describe the difference between information and knowledge
-   •        Identify common measures of success for knowledge management

-   •        Describe the purpose of information security management
-   •        Explain the objectives of information security management
-   •        Identify processes and procedures required to support information security management
-   •        Identify potential security threads to the organization that might occur through the service desk

-   •        Describe the purpose of service continuity management
-   •        Explain the objectives of service continuity management
-   •        Describe key definitions used in service continuity management

-   •        Describe the purpose service level management
-   •        Explain the definitions of a Service Level
-   •        Explain the definition of a Service Level Agreement
-   •        Explain the objectives of service level management
-   •        Describe the key elements for successful service level agreements
-   •        Explain the difference between operational and business metrics

-   •        Describe the purpose of service catalogue management
-   •        Describe a service catalogue
-   •        Explain the objectives of service catalogue management
-   •        Describe the three views of the service catalogue
-   •        Explain the definition of a request catalogue

-   •        Describe the purpose of a quality assurance (QA) program
-   •        Explain the objectives of a quality assurance (QA) program
-   •        Identify common quality assurance practices
-   •        Describe interaction monitoring
-   •        Give examples of methods used for interaction monitoring
-   •        List the benefits of incident and service request monitoring
-   •        Give examples of methods used for incident and service request monitoring
-   •        List the benefits of call monitoring
-   •        Identify methods for call monitoring
-   •        Describe the role of benchmarking in a service desk environment
-   •        Describe the benefits of benchmarking
-   •        Recognize the issues to be considered when benchmarking

-   •        Describe the typical experience that customers expect
-   •        Identify the purpose of obtaining and recording feedback
-   •        Identify the various opportunities for obtaining feedback
-   •        Describe the procedure for responding to feedback
-   •        Explain the purpose conducting satisfaction surveys
-   •        Describe the objectives of conducting satisfaction surveys
-     
    

-   •        Explain the difference between critical success factors, key performance indicators and metrics
-   •        Identify some of the service desk’s critical success factors
-   •        Identify some of the service desk’s key performance indicators
-   •        Describe some uses for service desk metrics

---

## URL: https://www.yourstrulymykla.com/sdi-service-desk-analyst-sda

### Title: SDI® Service Desk Analyst (SDA)

### Page ID: 9047685

### Content:

### **Course Outline**

#### Strategic Industry Partners

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[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

SDI Service Desk Analyst (SDA) Professional Standard. It provides the information, the requirements and the guidance necessary for test creators, curriculum developers, test takers and test administrators.

The Service Desk Analyst (SDA) qualification course is for front-line IT service and support analysts with some experience working in a service desk environment. This course will help analysts who are looking to grow in their role and gain a recognized qualification in their profession, develop practical skills while earning a certificate that endorses their commitment and knowledge.

Individuals interested in achieving the Service Desk Analyst (SDA) qualification will come from all industry sectors across a range of large, medium and small sized service desks. They will have a desire for their knowledge of the important topics covered in the Service Desk Analyst (SDA) Professional Standard to be recognized in order to pursue employment and advancement opportunities in the IT service and support industry.

Prerequisites for passing the exam will include a working knowledge and understanding of the demands placed on a service desk, the standard process requirements for many support operations and the technology available to service desk staff. Individuals should not attempt to take the exam unless they:

The SDI Service Desk Analyst (SDA) Professional Standard defines the skills required by service desk analysts. The Service Desk Analyst (SDA) Professional Standard qualification recognizes an individual’s knowledge of customer service and support competencies and certifies that they have the skills required to work within the IT service and support industry. Individuals passing an SDI exam can be expected to:

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5.  [SDI® Service Desk Analyst (SDA)](/sdi-service-desk-analyst-sda)

-   Have a working knowledge of the IT service and support industry
-   Have a working knowledge of the Service Desk Analyst (SDA) Professional Standard
-   Have a desire to work within an IT service and support role
-   Have attended the Service Desk Analyst (SDA) qualification course delivered by a PeopleCert accredited training organization

-   Demonstrate understanding of the roles and responsibilities of a service desk professional
-   Develop and employ the essential skills required for a service desk analyst
-   Summarize and follow service desk processes and practices
-   Identify and describe service desk tools and technologies 

-   Explain the purpose of the service desk
-   Identify the activities of the service desk that demonstrate its value
-   Explain the role of service desk leadership & management

-   Explain the role of the Service Desk Analyst
-   Identify the responsibilities of the Service Desk Analyst

-   Identify sources of service desk and IT methodologies and best practice
-   Maintain knowledge of IT standards, frameworks, and methodologies

-   Understand the purpose of organizational policies
-   Identify some examples of areas covered by organizational policies

-   Explain personal accountability
-   Explain why following best practice and documented processes and procedures benefits customers and the service desk
-   Identify the importance of making and honoring commitments
-   Describe how to protect and enhance the image of the service desk

-   •        Explain the terms: attributes, skills and knowledge
-   •        List the characteristics of a good service attitude
-   •        Recognize the impact of a good service attitude
-   •        Describe the skills required to deliver excellent customer service

-   •        Recognize the basic concepts of teamwork
-   •        Describe the responsibilities of people working in a team environment
-   •        List the benefits of teamwork
-   •        List the characteristics of an effective team
-   •        List the features found in a supportive workplace

-   •        List behaviors for establishing and maintaining effective relationships
-   •        List behaviors for establishing effective relationships with customers

-   •        Demonstrate sensitivity and respect for other cultures
-   •        Practice techniques for communicating crossculturally

-   •        Describe ways people communicate
-   •        Identify the difference between formal and informal communications
-   •        Recognize barriers to effective communication

-   •        Explain the principles of good verbal skills
-   •        Explain the principles of good non-verbal communication skills

-   •        Describe the principles of active listening
-   •        Describe paraphrasing and its importance
-   •        Explain the benefits of active listening
-   •        Recognize barriers to listening and understanding

-   •        Recognize why using correct grammar and spelling is important in written communications and documentation
-   •        Identify the elements required for writing professional business communications and documentation

-   •        Explain the difference between open and closed questioning
-   •        Explain the structured questioning technique

-   •        Explain the skills required for effective problem solving
-   •        List the steps in a typical problem-solving technique

-   •        Describe emotional intelligence
-   •        Identify the components of emotional intelligence
-   •        Summarize the benefits of emotional intelligence
-   •        Recognize common customer emotions or actions that an analyst needs to manage
-   •        Describe methods for acknowledging the customer’s emotions
-   •        Explain techniques for dealing with negative reactions from customers

-   •        Describe the signs that conflict is developing
-   •        Identify appropriate actions to reduce and eliminate conflict
-   •        Describe negotiation
-   •        Describe the elements of negotiation

-   •        Explain the benefits of professionally managing interactions
-   •        Explain the benefits of using a standard greeting
-   •        Describe actions for managing and redirecting issues related to unsupported items
-   •        Explain the behaviors and situations to avoid when interacting with customers
-   •        Explain how to manage an abusive customer
-   •        Explain how to manage an angry customer
-   •        Explain how to manage an inconvenienced customer
-   •        Explain how to manage an overtalkative customer
-   •        Explain how to manage an emotionally distressed customer
-   •        Explain how to manage a customer that is reluctant to end an interaction
-   •        Describe how to professionally disengage from a support interaction

-   •        Describe the importance of emotional resilience
-   •        List some common causes of stress
-   •        Describe some of the signs of positive stress
-   •        Describe some of the signs of negative stress
-   •        Describe the responsibility we have to manage stress for ourselves and our colleagues
-   •        List actions that reduce stress

-   •        Explain what multitasking means in a support environment
-   •        List techniques to improve time management
-   •        Describe the benefits of effective time management

-   •        Recognize the differences between assertive, aggressive, and passive behavior
-   •        Explain why demonstrating confidence is important
-   •        Recognize how confidence is demonstrated

-   •        Explain what is meant by a practice, a process, and a procedure
-   •        Explain practice, process, and procedure management
-   •        Explain the importance of documenting practices, processes, and procedures
-   •        Explain the importance of following processes and procedures

-   •        Explain the purpose of incident management
-   •        Describe an incident
-   •        Explain the objectives of incident management
-   •        List the principal activities that the Service Desk Analyst performs in incident management
-   •        Explain the benefits of effective incident management
-   •        Identify common measures of success for incident management

-   •        Explain the purpose of service request management
-   •        Describe a service request
-   •        Explain the objectives of service request management
-   •        Identify common measures of success for service request management

-   •        Identify the primary reasons for recording incidents and requests
-   •        List the procedure for, and information required, to raise an incident or service request
-   •        Explain how to determine the priority of an incident or service request
-   •        List the steps required to resolve an incident or service request

-   •        Explain the two types of escalation
-   •        Identify some circumstances in which escalation is appropriate

-   •        Explain why status updates are important
-   •        List the information to provide in a status update

-   •        Explain the purpose of problem management
-   •        Describe a problem
-   •        Explain what is meant by reactive and proactive problem management
-   •        Explain the objectives of problem management
-   •        Explain the service desk’s responsibilities in problem management
-   •        Identify the three phases of problem management
-   •        List the primary activities of problem management
-   •        Identify common measures of success for problem management

-   •        Explain the purpose of change enablement
-   •        Describe a change
-   •        List the types of change
-   •        Explain the objectives of change enablement
-   •        Explain the service desk’s responsibilities in change enablement
-   •        List activities in change enablement
-   •        Identify common measures of success for change enablement

-   •        Explain the purpose of a service level management
-   •        Explain the objectives of service level management
-   •        Describe a service level agreement
-   •   Identify the typical content of a service level agreement that is relevant to the service desk (SLA)

-   •        Explain the purpose of service catalogue management
-   •        Describe a service catalogue
-   •        Explain the objectives of service catalogue management
-   •        List the basic components of an entry in the service catalogue

-   •        Explain the purpose knowledge management
-   •        Explain the objective of knowledge management
-   •        Explain why knowledge management is important to the service desk
-   •        Describe why it is important to maintain knowledge
-   •        Identify common measures of success for knowledge management

-   •        Explain the purpose of information security management
-   •        Explain the objective of information security management
-   •        Recognize the importance of information security policies
-   •        Explain the service desk’s responsibilities in information security management
-   •        Recognize potential security threats to the organization that might occur through the service desk
-   •        Identify types of security policies
-   •        Explain the importance of reporting security compromises
-   •        Explain the importance of legal compliance
-   •        Explain the importance of software license management
-   •        Recognize the importance of confidentiality

-   •        Explain the purpose and responsibility of the service continuity management
-   •        Explain the purpose of a service continuity plan
-   •        List the key components of a service continuity plan

-   •        Describe the purpose of a quality assurance (QA) program
-   •        Explain the objectives of a quality assurance (QA) program
-   •        List common QA practices used by a service desk
-   •        Identify methods for monitoring calls and other interactions
-   •        Describe what is meant by incident and service request monitoring
-   •        Identify methods for monitoring incidents and service requests
-   •        List the benefits of interaction, incident, and service request monitoring

-   •        Describe the purpose managing customer feedback
-   •        Explain the objectives of managing customer feedback
-   •        Identify some common sources of customer feedback
-   •        List the key components of managing customer feedback
-   •        Describe the three most common types of surveys and the importance of each type

-   •        Explain the reason for compiling service desk metrics
-   •        Identify common service desk metrics

-   •        Identify methods used for delivering service and support
-   •        Describe the purpose of using IT service management systems in a service desk environment
-   •        Explain the primary objectives of using IT service management tools
-   •        Explain the benefits of remote support
-   •        Recognize common disadvantages of using remote support tools
-   •        Recognize the benefits of using live chat and collaboration tools
-   •        Recognize commons risks of using live chat and collaboration tools
-   •        Describe Automatic Call Distribution (ACD)
-   •        List common automatic call distribution (ACD) features

-   •        Describe self-service
-   •        Identify the benefits of self-service
-   •        Identify risks of selfservice
-   •        List common examples of self-service

-   •        Describe automation
-   •        List common examples of automation
-   •        Identify the benefits of automation

-   •        Describe AI
-   •        List common examples of AI
-   •        Identify the benefits of AI
-   •        Identify the challenges of AI

-   •        Describe what is meant by social media
-   •        Explain how to use social media tools effectively

---

## URL: https://www.yourstrulymykla.com/itil-4-specialist-create-deliver-and-support

### Title: ITIL® 4 Specialist Create, Deliver and Support

### Page ID: 9053254

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

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[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

This module covers the ‘core’ service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

This module will also cover service performance and will give practitioners an understanding of service quality and improvement methods.

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    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   ITIL® Certifications
    
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-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
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    MSF - Monitor, Support & Fulfil
    
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    -   [Problem Management](/itil-4-practitioner-problem-management)
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    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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    [Agile Scrum Foundation](/agile-scrum-foundation)
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)

-   Core Service Management Activities
-   Creation of Services
-   Integrating Different Value Streams to Create, Deliver and Support IT-Enabled Products and Services
-   Supporting Practices, Methods, and Tools
-   Service Performance
-   Understanding Service Quality and Improvement Methods
-   Innovative, Reliable Tech-Enabled Service

-   The integration of different value streams and activities to create, deliver and support IT-enabled products and services
-   Supporting practices, methods and tools
-   Service performance and service quality and improvement methods
-   How to continue to deliver innovative yet reliable tech-enabled services in an increasingly competitive market

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   The candidate must have passed the ITIL 4 Foundation examination.
-   In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

-   Type: Forty (40) multiple choice carrying 1 mark each.
-   Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time
-   Pass Score:70% (28of 40)

---

## URL: https://www.yourstrulymykla.com/itil-4-specialist-drive-stakeholder-value

### Title: ITIL® 4 Specialist Drive Stakeholder Value

### Page ID: 9053271

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

The Drive Stakeholder Value Specialist Certification is relevant to everyone in a supplier facing role. This means those managing one or more suppliers and working with suppliers in providing a single integrated service management organization. This module covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

Type: Forty (40) multiple choice carrying 1 mark each.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

-   [Home](/)
-   [About](/about)
-   [Courses](/courses-2)
    
    -   ITIL® Certifications
        
    -   EXIN Agile Scrum
        
    -   IREB Certifications
        
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    ITIL® Certifications
    
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    ITIL® Managing Professional
    
    -   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
    -   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
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-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
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    -   ITIL® Certifications
        
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    -   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)

-   value propositions
-   fostering relationships
-   keeping engagement channels open
-   shaping demand
-   designing service offerings
-   aligning and agreeing expectations
-   co-creating service experiences
-   realizing value

-   Understand how customer journeys are designed
-   Know how to target markets and stakeholders
-   Know how to foster stakeholder relationships
-   Know how to shape demand and define service offerings
-   Know how to align expectations and agree details of services
-   Know how to onboard and offboard customers and users
-   Know how to act together to ensure continual value co-creation (service consumption / provisioning)
-   Know how to realize and validate service value

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   The candidate must have passed the ITIL 4 Foundation examination.
-   In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

---

## URL: https://www.yourstrulymykla.com/itil-4-specialist-high-velocity-it

### Title: ITIL® 4 Specialist High Velocity IT

### Page ID: 9053582

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally-native organizations. This module includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing, focusing on rapid delivery of products and services to obtain maximum value.

Type: Forty (40) multiple choice carrying 1 mark each.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
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-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
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    -   ITIL® Certifications
        
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    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
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    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)

-   Make the right digital investments
-   Realize and deliver digital products and services quickly
-   Provide digital products and services that are highly resilient to disruption
-   Ensure that the service consumer realizes value from the digital products and services
-   Assure conformance of activities with governance, risk and compliance requirements

-   Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
-   Understand the digital product lifecycle in terms of the ITIL ‘operating model’
-   Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT
-   Know how to contribute to achieving value with digital products

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   The candidate must have passed the ITIL 4 Foundation examination.
-   In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

---

## URL: https://www.yourstrulymykla.com/itil-4-strategist-direct-plan-and-improve

### Title: ITIL® 4 Strategist Direct Plan & Improve

### Page ID: 9053583

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

This module provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage. It will cover both practical and strategic elements.

Therefore, it is the universal module, that will be a key component of both, ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams.

Type: Forty (40) multiple choice carrying 1 mark each.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

-   [Home](/)
-   [About](/about)
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    -   ITIL® Certifications
        
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    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
-   [About](/about)
-   [Courses](/courses-2)
    
    -   ITIL® Certifications
        
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    ITIL® Certifications
    
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    -   [ITIL® Foundation (Version 5)](/itil-foundation-version-5)
    
    ITIL® Managing Professional
    
    -   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
    -   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
    -   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
    -   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)
    
    ITIL® Strategist
    
    -   [ITIL® Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)
    
    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
    [Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)
    
-   [Contact](/contact)
-   [Calendar](/calendar)

-   ITIL® Certifications
    
-   EXIN Agile Scrum
    
-   IREB Certifications
    
-   SDI® Qualifications
    
-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
-   [ITIL® Specialist Drive Stakeholder Value](/itil-4-specialist-drive-stakeholder-value)
-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   Make the right digital investments
-   Realize and deliver digital products and services quickly
-   Provide digital products and services that are highly resilient to disruption
-   Ensure that the service consumer realizes value from the digital products and services
-   Assure conformance of activities with governance, risk and compliance requirements

-   The integration of different value streams and activities to create, deliver and support IT-enabled products and services
-   The influence and impact of Agile and Lean ways of working
-   How Agile and Lean can be leveraged to an organization’s advantage
-   A practical and strategic method for planning and delivering continual improvement with necessary agility

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   The candidate must have passed the ITIL 4 Foundation examination.
-   In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

---

## URL: https://www.yourstrulymykla.com/itil-4-digital-and-it-strategy-dits

### Title: ITIL® 4 Digital & IT Strategy (DITS)

### Page ID: 9053845

### Content:

### **Course Overview**

#### **Case Study Assessment** 

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

The IT & Digital Strategy course will focus on the alignment of digital business strategy with IT strategy. The module also covers how disruption from new technologies are impacting organizations in every industry and how business leaders are responding.

The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace.

This module adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders.

This course focuses on the alignment of digital business strategy with IT strategy. Attendees acquire an understanding of:

Type: Case study based assignments, 4 assignments having 5 assessment criteria & each assessment criteria carrying 8 marks each. Total 40 marks available.

*All four assignments are based on a case study which describes three companies engaged in service relationship. All assignments address two assessment criteria (ACs). There is one dedicated AC that all the assignments are focused on, which is AC 1.1 ‘Relate the ITIL® guiding principles to all aspects of Digital and IT Strategy’.*  

Duration: 3 assignments of 60 minutes & 1 assignment of 90 minutes in group work format or four individual written assignments of 60 minutes each

Type: Thirty(30) multiple choice carrying 1 mark each.

Duration: 60 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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5.  [ITIL® 4 Digital & IT Strategy (DITS)](/itil-4-digital-and-it-strategy-dits)

-   Alignment of Digital Business Strategy with IT Strategy
-   Tech Disruption, Organizational Impact, & Response from Business Leaders
-   Strategic-Level Discussion for Business Leaders
-   Implementing Effective IT and Digital Strategy to Drive Success & Tackle Disruptive Tech

-   How disruption from new technologies are impacting organizations in every industry
-   How business leaders are responding
-   How to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success

-   Individuals continuing their journey in service management
-   ITSM managers and aspiring ITSM managers
-   ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
-   Existing ITIL qualification holders wishing to develop their knowledge.

-   The candidate must have passed the ITIL4 Foundation examination.
-   Candidate should have minimum three years of IT managerial experience
-   In addition, the candidate must have attended an accredited training course for this module

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-continual-improvement

### Title: ITIL® 4 Practitioner: Continual Improvement

### Page ID: 9053934

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Continual Improvement certification training courses and exams based on the ITIL practice for Continual Improvement.

ITIL 4 Practitioner: Continual Improvement purpose of this practice is to align the organisation’s services with changing business needs through the ongoing improvement of products, services, practices or any element involved in the management of products and services.

ITIL 4 Practitioner: Continual Improvement practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximizing value of the Continual Improvement practice in their everyday work.

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    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
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-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Continual Improvement](/itil-4-practitioner-continual-improvement)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice?

-   Adapt to changing business needs and circumstances, and maintain and increase the value generated by their service value system (SVS).
-   Enhance product and service quality, reliability and responsiveness.
-   Improve their overall capabilities to deliver and manage services efficiently. 
-   Develop an organizational culture of engagement, empowerment and innovation.
-   Measure, assess and develop the Continual Improvement practice capability in their organization by using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-information-security-management

### Title: ITIL® 4 Practitioner: Information Security Management

### Page ID: 9053936

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL® 4 Practitioner: Information Security Management

ITIL 4 Practitioner: Information Security Management certification training courses and exams based on the ITIL practice for Information Security Management.

ITIL 4 Practitioner: Information Security Management module provides best practice guidance on how to protect the information needed by the organisation to conduct its business. This includes understanding and managing risks to the confidentially, integrity and availability of information, as well as other aspects of information security such as authentication and non-repudiation. The practice underpins the strategy and operations of all modern organisations, regardless of how many IT systems they use for conducting their business.

ITIL 4 Practitioner: Information Security Management is intended for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Information Security Management practice in their everyday work. 

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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-   [Incident Management](/itil-4-practitioner-incident-management)
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-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Information Security Management](/itil-4-practitioner-information-security-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice?

-   Ensure in conjunction with other ITIL Practices that an organisation’s products and services meet the required level of information security for all involved parties.
-   Protect the technology and data assets crucial for the organisation’s operations including from loss of reputation and financial consequences.
-   Protect the organisation, its employees and its customers from cybercrime.
-   Provide a clear picture of information security threats and vulnerabilities.
-   Measure, assess and develop the Information Security Management practice capability in their organisation by using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-relationship-management

### Title: ITIL® 4 Practitioner: Relationship Management

### Page ID: 9053939

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Relationship Management certification training courses and exams based on the ITIL practice for Relationship Management.

ITIL 4 Practitioner: Relationship Management module provides best practice guidance on how to establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring and continual improvement of relationships with and between stakeholders.

ITIL 4 Practitioner: Relationship Management is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Relationship Management practice in their everyday work. 

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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-   [Supplier Management](/itil-4-practitioner-supplier-management)

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-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Relationship Management](/itil-4-practitioner-relationship-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice?

-   Establish a common approach to relationships and relationship management that can be adopted and followed across the organisation.
-   Ensure successful relationships within an organisation, as well as between an organisation and external parties including customers, users, partners and suppliers.
-   Promote shared or mutually recognised goals, no-blame cooperation and collaboration, continuous learning, open communication, and conflict prevention and mediation.
-   Identify and manage stakeholders and their interests. 
-   Measure, assess and develop the Relationship Management practice capability in their organisation by using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-service-level-management

### Title: ITIL® 4 Practitioner: Service Level Management

### Page ID: 9053948

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Service Level Management certification training courses and exams based on the ITIL practice for Service Level Management.

ITIL 4 Practitioner: Service Level Management module provides best practice guidance on how to set clear, business-based targets for service utility, warranty and experience and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.

ITIL 4 Practitioner: Service Level Management practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Service Level Management practice in their everyday work.

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Service Level Management](/itil-4-practitioner-service-level-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice?

-   Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides.
-   Monitor and evaluate the actual service quality and continual improvement of the services and agreements.
-   Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately.
-   Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA).
-   Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-supplier-management

### Title: ITIL® 4 Practitioner: Supplier Management

### Page ID: 9053951

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Supplier Management certification training courses and exams based on the ITIL practice for Supplier Management.

ITIL 4 Practitioner: Supplier Management module focuses on how to ensure that the organisation’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating an optimised sourcing strategy, as well as closer, more collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure.

ITIL 4 Practitioner: Supplier Management practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Supplier Management practice in their everyday work.

**Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

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-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
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-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

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-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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5.  [ITIL® 4 Practitioner: Supplier Management](/itil-4-practitioner-supplier-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice?

-   Ensure the effective use of third-party services by establishing a common approach to sourcing strategy and managing supplier relationships.
-   Maintain a single point of control on active and planned supplier contracts and services.
-   Define strategies for the use of suppliers’ and partners’ services, to evaluate and select suppliers, and to ensure that consumed services meet or exceed agreed service levels, the cost of the consumed services is optimal, and associated risks are understood and controlled.
-   Improve customer satisfaction and loyalty. 
-   Measure, assess and develop the Supplier Management practice capability in their organisation by using the ITIL Maturity Model. 

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-incident-management

### Title: ITIL 4 Practitioner: Incident Management

### Page ID: 9054347

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL4 Incident management is the process of handling and resolving disruptions or issues in a systematic and efficient manner. An incident manager is an individual responsible for overseeing and coordinating the resolution of incidents to minimize their impact on an organization’s operations

ITIL 4 Incident Management training is designed to support candidates in achieving the necessary knowledge and capabilities to be awarded as an Incident Manager

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-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Incident Management](/itil-4-practitioner-incident-management)
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-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL 4 Practitioner: Incident Management](/itil-4-practitioner-incident-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Oversee incident coordination within the organization or in specific domains such as region, product, or technology, based on organizational structure
-   Supervise and evaluate the performance of teams responsible for addressing and resolving incidents
-   Facilitate manual efforts associated with incidents, particularly those involving several teams
-   Guarantee adequate awareness of incidents and their status throughout the organization
-   Carry out regular incident assessments and introduce enhancements to the incident management practice, incident models, and incident handling procedures
-   Gauge, evaluate, and cultivate the Incident Management practice capacity in their organization utilizing the ITIL Maturity Model

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-monitoring-and-event-management

### Title: ITIL® 4 Practitioner: Monitoring and Event Management

### Page ID: 9054349

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL® 4 Practitioner: Monitoring and Event Management

Monitoring and Event Management certification training courses and exams based on the ITIL practice for Monitoring and Event management.

Monitoring and Event Management refers to a set of practices, processes, and tools used to monitor the performance, availability, and health of IT systems and networks, as well as to manage and respond to events and incidents that occur within those systems.

A Monitoring and Event Manager is an individual responsible for overseeing the Monitoring and Event Management processes within an organization.

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-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Identify early warnings of potential IT service interruptions or degradation.
-   Enhance IT service availability by proactively detecting incidents and problems.
-   Gain a comprehensive understanding of service health.
-   Improve availability and performance reporting.
-   Reduce costs associated with outages and minimize reactive incident handling.
-   Increase visibility and effectively manage dependencies that impact service value stream performance.
-   Measure, assess, and enhance the Monitoring and Event Management practice capability within their organization using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-problem-management

### Title: ITIL® 4 Practitioner: Problem Management

### Page ID: 9054364

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Problem Management certification training courses and exams based on the ITIL practice for Problem management.

Problem Management is a process within IT Service Management that focuses on identifying, analyzing, and resolving the underlying causes of recurring incidents or problems to prevent them from happening again in the future.

A Problem Manager is responsible for overseeing the Problem Management process, coordinating investigations, and implementing proactive measures to minimize the impact of problems on IT services.

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-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Service Request Management](/itil-4-practitioner-service-request-management)

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    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
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-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Problem Management](/itil-4-practitioner-problem-management)

-   Increase the reliability of IT services
-   Reduce losses and costs resulting from IT service unavailability or degradation
-   Fulfill service quality targets
-   Reduce technical debt
-   Anticipate the utilization of IT support resources
-   Measure, assess, and develop the capability of the Problem Management practice within their organization using the ITIL Maturity Model.

-   Oversee incident coordination within the organization or in specific domains such as region, product, or technology, based on organizational structure
-   Supervise and evaluate the performance of teams responsible for addressing and resolving incidents
-   Facilitate manual efforts associated with incidents, particularly those involving several teams
-   Guarantee adequate awareness of incidents and their status throughout the organization
-   Carry out regular incident assessments and introduce enhancements to the incident management practice, incident models, and incident handling procedures
-   Gauge, evaluate, and cultivate the Incident Management practice capacity in their organization utilizing the ITIL Maturity Model

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-service-desk

### Title: ITIL® 4 Practitioner: Service Desk

### Page ID: 9054365

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Problem Management certification training courses and exams based on the ITIL practice for Problem management.

Problem Management is a process within IT Service Management that focuses on identifying, analyzing, and resolving the underlying causes of recurring incidents or problems to prevent them from happening again in the future.

A Problem Manager is responsible for overseeing the Problem Management process, coordinating investigations, and implementing proactive measures to minimize the impact of problems on IT services.

-   [Home](/)
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    -   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Service Desk](/itil-4-practitioner-service-desk)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Define key concepts, principles, value, and challenges of Service Desk.
-   Capture demand for incident resolution and service requests.
-   Establish and maintain communication channels and interfaces between the service provider and users.
-   Enable effective, efficient, and convenient communications between the service provider and its users.
-   Apply Service Desk metrics to improve performance.
-   Measure, assess, and develop the Service Desk practice capability in their organization using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-service-request-management

### Title: ITIL® 4 Practitioner: Service Request Management

### Page ID: 9054382

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Service Request Management certification training courses and exams based on the ITIL practice for service request management.

Service Request Management is a systematic approach to managing and fulfilling customer or user requests for services. It involves capturing, prioritizing, tracking, and resolving service requests within a defined framework.

A Service Request Manager is an individual or role responsible for overseeing and coordinating the service request management process. They ensure that service requests are properly recorded, assigned, tracked, and resolved in a timely and efficient manner. They may collaborate with various teams and stakeholders to ensure effective service delivery and customer satisfaction.

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-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
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-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Service Request Management](/itil-4-practitioner-service-request-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Create well-defined and organized workflows and procedures.
-   Minimize costs related to request processing and completion.
-   Attain achievable fulfillment expectations and increase user satisfaction.
-   Meet service level agreements (SLAs) with service consumers.
-   Enhance reputation and build trust with service consumers through improved service quality and transparent user expectations.
-   Evaluate and enhance the capability of the Service Request Management practice in the organization using the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-change-enablement

### Title: ITIL® 4 Practitioner: Change Enablement

### Page ID: 9054424

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Change Enablement certification training courses and exams based on the ITIL practice for Change Enablement.

Change Enablement is the process of guiding and supporting individuals and organizations through successful transitions. It involves effective change management, communication, training, and leadership support to minimize resistance and ensure a smooth adoption of new initiatives or strategies. By involving employees, providing the necessary tools and resources, and continuously evaluating progress, change enablement enhances the likelihood of successful outcomes and reduces disruptions during times of change.

A change enabler is someone or something that actively supports and facilitates the process of organizational change. They play a key role in guiding individuals and the organization through successful transitions, using their expertise and influence to promote acceptance and address resistance to the changes.

The ITIL 4 Practitioner: Change Enablement practice module offers best practice guidance for maximizing successful service and product changes. It involves accurately assessing risks, authorizing changes, and effectively managing the change schedule to ensure smooth implementations.

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-   [Problem Management](/itil-4-practitioner-problem-management)
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-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Change Enablement](/itil-4-practitioner-change-enablement)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Execute changes and their elements efficiently, securely, with proper oversight, and within the desired timeframe to fulfill stakeholders' change-related hopes and requirements.
-   Mitigate adverse effects of change to the greatest extent possible.
-   Maintain equilibrium among efficiency, productivity, oversight, adherence to regulations, and risk management for all changes within the specified scope.
-   Flexibly accommodate diverse methods of change advancement to cater to varying needs.
-   Evaluate, appraise, and enhance the organizational capacity of the Change Enablement practice by utilizing the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-deployment-management

### Title: ITIL® 4 Practitioner: Deployment Management

### Page ID: 9054425

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

Deployment Management is a crucial component of IT Service Management (ITSM) that focuses on planning, coordinating, and overseeing the successful release and installation of new or updated IT services, applications, and infrastructure components into production environments. Its primary objective is to ensure a seamless and controlled transition of changes from development to live operational systems. By managing deployment processes, including testing, scheduling, risk assessment, and communication, Deployment Management aims to minimize disruptions, enhance service quality, and maintain the integrity of IT services throughout their lifecycle.

A Deployment Manager is an IT specialist who oversees the smooth and organized introduction of new or updated IT services, applications, and components into live operational environments. Their role involves meticulous planning, coordination, and execution to minimize disruptions and maintain service quality during changes.

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    -   [Problem Management](/itil-4-practitioner-problem-management)
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    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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    [Agile Scrum Foundation](/agile-scrum-foundation)
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
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-   [Incident Management](/itil-4-practitioner-incident-management)
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-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

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    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Deployment Management](/itil-4-practitioner-deployment-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Move or eliminate products, services, and service elements between distinct controlled environments, spanning development, integration, production, testing, staging, and live environments.
-   Skillfully eliminate products and services from specified environments as needed.
-   Formulate and uphold efficient strategies for deploying services and service components throughout the organization.
-   Assure the efficient deployment of services and service components aligned with the organization's value streams.
-   Evaluate, appraise, and enhance the organizational capability of the Deployment Management practice by employing the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-it-asset-management

### Title: ITIL® 4 Practitioner: IT Asset Management

### Page ID: 9054439

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: IT Asset Management certification training courses and exams based on the ITIL practice for IT Asset Management.

IT Asset Management (ITAM) is a practice focused on effectively managing an organization’s IT assets throughout their lifecycle. This encompasses the planning, procurement, deployment, usage, maintenance, and eventual disposal of hardware, software, and related resources. The primary goal of ITAM is to optimize asset utilization, control costs, ensure compliance with licensing agreements, and enhance overall operational efficiency. By maintaining accurate records, monitoring usage, and aligning assets with business needs, IT Asset Management enables organizations to make informed decisions, minimize risks, and extract maximum value from their IT investments.

An IT Asset Manager is an expert who manages the complete lifecycle of an organization’s IT assets, ensuring efficient procurement, utilization, compliance, and value extraction from hardware, software, and related resources.

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    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: IT Asset Management](/itil-4-practitioner-it-asset-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Provide essential information for well-informed decisions throughout the IT asset lifecycle within the organization.
-   Constantly monitor and enhance the utilization and maintenance of IT assets.
-   Enhance adherence to legal and regulatory obligations.
-   Enhance the alignment of IT investments with evolving business goals and requirements.
-   Evaluate, appraise, and enhance the organizational capability of the IT Asset Management practice utilizing the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-release-management

### Title: ITIL® 4 Practitioner: Release Management

### Page ID: 9054440

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL 4 Practitioner: Release Management certification training courses and exams based on the ITIL practice for Release Management.

The Release Management is a structured process that focuses on planning, coordinating, and executing software changes from development to production environments. Its goal is to ensure smooth and efficient software releases by coordinating teams, managing version control, conducting testing, minimizing risks, and maintaining documentation. Release Management strives to balance innovation with stability, ensuring that new features are delivered while minimizing disruptions to an organization’s operations and users.

A Release Manager is a professional responsible for overseeing and managing the process of planning, coordinating, and executing software releases or updates within an organization. Their primary role is to ensure the smooth and efficient delivery of software changes from development to production environments.

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-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Release Management](/itil-4-practitioner-release-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Develop and uphold efficient methods for deploying services and service elements throughout the entire organization.
-   Guarantee the efficient deployment of services and service components within the framework of the organization's value streams and service connections.
-   Mitigate risks and minimize losses stemming from service releases.
-   Employ the ITIL Maturity Model to gauge, evaluate, and enhance the proficiency of the Release Management practice within the organization.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/itil-4-practitioner-service-configuration-management

### Title: ITIL® 4 Practitioner: Service Configuration Management

### Page ID: 9054449

### Content:

### **Course Overview**

### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

ITIL® 4 Practitioner: Service Configuration Management

ITIL 4 Practitioner: Service Configuration Management certification training courses and exams based on the ITIL practice for Service Configuration Management.

Service Configuration Management is a vital practice within IT Service Management (ITSM) that involves systematically managing and maintaining accurate information about an organization’s services, infrastructure components, and their relationships. It aims to ensure that a comprehensive and up-to-date configuration of the organization’s IT environment is available, enabling effective decision-making, problem-solving, and change management. By capturing and documenting details such as hardware, software, network components, and their interdependencies, Service Configuration Management helps minimize service disruptions, enhance efficiency, and support overall IT governance.

A Service Configuration Manager is an IT expert who manages and maintains the accurate records of an organization’s IT services and components, ensuring they’re up-to-date and easily accessible. This role aids in efficient decision-making, change management, and issue resolution, leading to minimized disruptions, improved resource utilization, and enhanced overall IT service reliability.

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    MSF - Monitor, Support & Fulfil
    
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    PIC - Plan, Implement & Control
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
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-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
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-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Practitioner: Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   Key concepts of the practice
-   Processes of the practice
-   Roles and competencies of the practice
-   How information and technology enable the practice
-   Role of partners and suppliers in the practice
-   How the ITIL capability model can be used to develop the practice
-   How the guiding principles support the practice

-   Gather and oversee configuration items (CIs), encompassing hardware, software, networks, facilities, suppliers, products, and services.
-   Streamline the delivery of valuable configuration insights to the organization, continuously optimizing the expenses associated with acquisition and upkeep.
-   Enhance risk management strategies.
-   Supervise the capacity, availability, and security of IT services and elements.
-   Evaluate, appraise, and enhance the organizational competence of the Service Configuration Management practice utilizing the ITIL Maturity Model.

-   Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
-   Closed book
-   20 multiple choice questions
-   1 mark for each correct answer
-   Passing score: 13/20 marks - 65%

---

## URL: https://www.yourstrulymykla.com/agile-scrum-foundation

### Title: Agile Scrum Foundation

### Page ID: 9069101

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

This course introduces Agile and Scrum at the foundation level, and will enable the candidate’s knowledge of the agile service management techniques and scrum development frameworks.

Agile scrum is about working together to successfully reach the goal. Agile methodologies are popular approaches in software development and are increasingly being used in other areas. Scrum practices include establishing cross-functional and self-managing teams, producing a working increment of software at the end of each iteration or Sprint.

·      Familiarity with IT and IT service management is recommended.

·      Recognize how adaptation to an Agile environment works

·      Recognize how Agility brings predictability and flexibility

·      Recognize parts of the Agile framework such as Pair Programming, Test Driven Development, Continuous Integration, Continuous Refactoring and Collective Code Ownership

·      Recognize the role of a traditional Project Manager

·      Explain the characteristics of time-boxed events

·      Explain the characteristics of the Daily Scrum

·      Explain the characteristics of the Sprint Review and the Sprint Retrospective

·      Explain the characteristics of a good Product and Sprint Backlog

·      Recognize good User Stories and Backlog Items

·      Explain how to refine the Product Backlog Items

·      Explain the importance of a good Definition of Done

-   [Home](/)
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    -   ITIL® Certifications
        
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    ITIL® Practice Manager
    
    CAI - Collaborate, Assure & Improve
    
    -   [Continual Improvement](/itil-4-practitioner-continual-improvement)
    -   [Information Security Management](/itil-4-practitioner-information-security-management)
    -   [Relationship Management](/itil-4-practitioner-relationship-management)
    -   [Service Level Management](/itil-4-practitioner-service-level-management)
    -   [Supplier Management](/itil-4-practitioner-supplier-management)
    
    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
    -   [Release Management](/itil-4-practitioner-release-management)
    -   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)
    
    EXIN Agile Scrum
    
    [Agile Scrum Foundation](/agile-scrum-foundation)
    
    [Agile Scrum Master](/agile-scrum-master)
    
    IREB Certifications
    
    [IREB CPRE Foundation](/ireb-certified-professional-for-requirements-engineering-cpre-foundation-level)
    
    [IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)
    
    SDI® Qualifications
    
    [SDI](/prince2-project-management-foundation-version-7)[®](/prince2-project-management-foundation-version-7) [Service Desk Management v8 (SDM)](/sdi-service-desk-manager-sdm)
    
    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
    Prince2® Version 7
    
    [Prince2® Project Management Foundation (Version 7)](/prince2-project-management-foundation-version-7)
    
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-   Prince2® Version 7
    

-   [ITIL® Specialist Create, Deliver and Support](/itil-4-specialist-create-deliver-and-support)
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-   [ITIL® Specialist High Velocity IT](/itil-4-specialist-high-velocity-it)
-   [ITIL® Strategist Direct Plan & Improve](/itil-4-strategist-direct-plan-and-improve)

-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
-   [Information Security Management](/itil-4-practitioner-information-security-management)
-   [Relationship Management](/itil-4-practitioner-relationship-management)
-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

-   [Home](/)
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    MSF - Monitor, Support & Fulfil
    
    -   [Incident Management](/itil-4-practitioner-incident-management)
    -   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
    -   [Problem Management](/itil-4-practitioner-problem-management)
    -   [Service Desk](/itil-4-practitioner-service-desk)
    -   [Service Request Management](/itil-4-practitioner-service-request-management)
    
    PIC - Plan, Implement & Control
    
    -   [Change Enablement](/itil-4-practitioner-change-enablement)
    -   [Deployment Management](/itil-4-practitioner-deployment-management)
    -   [IT Asset Management](/itil-4-practitioner-it-asset-management)
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    [Agile Scrum Foundation](/agile-scrum-foundation)
    
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    [SDI](/prince2-project-management-practitioner-version-7)[®](/prince2-project-management-practitioner-version-7) [Service Desk Analyst v8 (SDA)](/sdi-service-desk-analyst-sda)
    
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-   [Continual Improvement](/itil-4-practitioner-continual-improvement)
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-   [Service Level Management](/itil-4-practitioner-service-level-management)
-   [Supplier Management](/itil-4-practitioner-supplier-management)

-   [Incident Management](/itil-4-practitioner-incident-management)
-   [Monitoring and Event Management](/itil-4-practitioner-monitoring-and-event-management)
-   [Problem Management](/itil-4-practitioner-problem-management)
-   [Service Desk](/itil-4-practitioner-service-desk)
-   [Service Request Management](/itil-4-practitioner-service-request-management)

-   [Change Enablement](/itil-4-practitioner-change-enablement)
-   [Deployment Management](/itil-4-practitioner-deployment-management)
-   [IT Asset Management](/itil-4-practitioner-it-asset-management)
-   [Release Management](/itil-4-practitioner-release-management)
-   [Service Configuration Management](/itil-4-practitioner-service-configuration-management)

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Agile Scrum Foundation](/agile-scrum-foundation)

---

## URL: https://www.yourstrulymykla.com/agile-scrum-master

### Title: Agile Scrum Master

### Page ID: 9069112

### Content:

### **Course Overview**

#### Strategic Industry Partners

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

[IREB CPRE Advanced - Requirements Elicitation Practitioner](/ireb-cpre-advanced-level-requirements-elicitation-practitioner)

[Prince2® Project Management Practitioner (Version 7)](/prince2-project-management-practitioner-version-7)

The Agile Scrum Master certificate by EXIN is one of the highly endorsed advanced level Scrum role-based certifications that focus on adopting Agile or Scrum in the workplace and taking on the role of a Scrum Master. The Agile Scrum Master (ASM) Certification is your gateway to learning the most popular Agile project management methodology. This Agile Scrum Master certification training enables you to deliver products in functional stages, improve collaborations, and create a flexible process. As a result, the changes are less impactful on project quality, cost, and timing.

o  Explain how Agility brings predictability and flexibility

o  Recognize different frameworks and methodologies: Waterfall, Crystal, Lean, XP, DSDM, DevOps

·      Applying Agile principles in IT Service Management 2.5%

o  Explain how to implement Agile principles within IT Service Management

o  Explain which tasks and obligations belong to the Scrum Master role

o  Define which solutions are applicable for solving problems

o  Explain when and how to negotiate through conflict

·      Other roles (Product Owner, Development Team)

**Agile Estimating, Planning, Monitoring, and Control**

·      Writing and maintaining the Product and Sprint Backlog

o  Explain why a decent Definition of Done is so important

o  Explain how to maintain the Product Backlog and how to add Product Backlog Items

o  Explain iterative planning in all the planning stages: Roadmap, Release, and Sprint Planning

o  Explain the role of the Scrum Master in all the planning stages: Roadmap, Release, and Sprint Planning

o  Explain when and how to estimate utilizing Story Points, Ideal Hours, and Ideal Days

o  Explain how to tutor a planning session, with and without Planning Poker

o  Explain how to calculate ROI (Return on Investment)

o  Identify impediments, deviations, road obstructions, and other obstacles that impact the progress positively and negatively

o  Explain how to create Information Radiators, how to depict them, and how to act on the outcomes

o  Explain commonly used tracking techniques (Burn-Down Chart, Velocity)

o  Explain how to manage problems, bugs and informing

o  Explain how to utilize the Product Backlog in a scaled environment

o  Explain how to proportion to larger teams using Scrum-of-Scrums

·      Suitability of Agile for various types of projects

o  Explain in which cases it is preposterous to use Agile

o  Agile administration in tooling and tool integration

o  Explain which tools can assist a team in using or adopting Agile and thereby increasing the quality of the development process

o  Explain which project management activities are imperative to include in the transition plan

o  Define which milestones are significant in the transition

o  Explain what self-organization means and how project management is shared

o  Explain what it means to have a cross-functional team

·      Agile requirements and legitimate environment

o  Explain what changes in culture should be made before adopting Agile

o  Explain what physical changes need to be made before adopting Agile

·      Invensis Learning’s Agile Scrum Master looks to confirm both skills and knowledge of the Agile framework and Scrum methodology. Agile Scrum is about working together to reach a goal successfully. Agile methodologies are famous approaches in software development and are increasingly being utilized in other fields. Scrum practices include establishing cross-functional and self-managed groups, producing a working deliverable at the end of every iteration or Sprint.

·      The Scrum Master is a facilitator for an agile development team. As a result, there is a huge demand for highly skilled Scrum Masters worldwide. LinkedIn ranked Scrum Master as one of the top 10 promising jobs of 2019. So, if you are a capable candidate, there are a lot of opportunities for you out there.

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---

## URL: https://www.yourstrulymykla.com/blog

### Title: Blog

### Page ID: 8387651

### Content:

#### Strategic Industry Partners

Get posts related to our updates, guides and other insights

---

## URL: https://www.yourstrulymykla.com/home

### Title: Home

### Page ID: 8387652

### Content:

##### Experience learning that’s practical, relevant, and immediately applicable.

#### Where Knowledge Meets Opportunity

##### Empowering Professionals

### Numbers That Speak for Our Quality

### Work with a Proven Partner in Professional Growth

### Empower Your People to Perform at Their Best

## Why Our Participants Keep Coming Back

##### Certified & Experienced Trainers

##### Over 90% Passing Rate

##### Tailored Learning Solutions 

##### Engaging Classroom Sessions 

##### Training That Comes to You

### Trusted by Industry Leaders

###### **AirAsia**

###### **Bank Negara Malaysia**

###### **CelcomDigi**

###### **CelcomDigi**

###### **Prime Minister's Department (Jabatan Perdana Menteri Malaysia)**

###### **National Registration Department (JPN Malaysia)**

###### **Malaysian Communications and Multimedia Commission (MCMC)**

###### **Royal Malaysian Air Force**

###### **Alliance Bank** 

###### **Baskin Robbins**

###### **Friesland Campina**

###### **Asian Development Bank**

###### **MIMOS**

###### **Ericsson**

###### **7 Eleven**

###### **The Star**

###### **Nasstar**

###### **Multimedia University (MMU)**

###### **Ansell**

###### **Fujitsu**

###### **Accenture**

###### **Baker Hughes** 

###### **Standard Chartered** 

###### **Tenaga Nasional Berhad**

###### **Hong Leong Bank**

###### **Petronas**

###### **Bank Negara Malaysia**

###### **Shell**

###### **Baiduri Bank**

###### **Unified National Networks**

###### **Service Rocket**

###### **Kerry Group** 

###### **Tech Mahindra**

## What Our Students Say

### Every skill learned today creates opportunities for tomorrow.

#### Strategic Industry Partners

At Yours Truly MYKL Academy, we believe learning should create lasting change, the kind that transforms how people think, work, and lead. Our certified training programmes can be fully customised to your organisation’s specific needs, helping your teams develop the skills, strategies, and confidence to achieve meaningful results.

Yours Truly MYKL Academy delivers top-tier, accredited training programmes that empower professionals to excel in IT service management and beyond. As an Accredited Training Organisation (ATO) with PeopleCert, and with trainers who are certified by HRD Corp and accredited by PeopleCert, we ensure every programme meets the highest standards of quality and credibility.

Our core programmes are built on the globally recognized ITIL® (Information Technology Infrastructure Library) framework, which equips individuals with the tools and insights needed to thrive in the modern workplace.

We customise our trainings to meet the specific needs of each organisation. Whether you are in banking, manufacturing, or any other industry, every session is designed to be practical, relevant, and immediately applicable, so participants can put what they learn into action right away.

Our trainers are passionate professionals who bring real-world experience into every room, making the learning engaging, grounded, and results-driven. It’s this combination of expertise, relevance, and genuine commitment that keeps clients returning to us year after year.

Strong teams build successful businesses, and our job is to help yours get there.

While we’re known for our ITIL expertise, we also design custom programmes that address broader organizational needs. We help managers lead with clarity, teams collaborate more effectively, and workplaces build a culture of continuous improvement.

Our goal is to help your people bring their best to work every day, so your organization runs smoother and grows stronger together.

Learn from HRD Corp–certifiedand PeopleCert-accredited experts with decades of experience across industries. Our trainers bring real-world insight into every session.

Over 90% of our participants pass their certification exams, a testament to our effective teaching methods.

Every programme is designed around your organization’s goals, culture, and challenges. We work closely with you to ensure the training delivers results.

Our sessions are interactive, practical, and energizing, conducted in professional venues that inspire participation and growth.

For your convenience, our trainers can conduct sessions right at your office or any preferred location, ensuring a seamless and productive learning experience.

Organisations across the region continue to work with our trainers for one reason: they deliver results. From small teams to large enterprises, our trainers have witnessed how the right guidance can unlock new potential and inspire lasting growth.

Insights from participants demonstrating the impact of practical, engaging, and results-driven learning experiences.

*“The trainer delivers the course wholeheartedly and ensures we understand the concepts by relating them to real-life examples, helping us connect the dots.”*

*“I love the way Lawerence teaches. I normally have a hard time focusing in class but he ensures that the class is kept interesting and fun. I would definitely want him as my trainer for my next certification.”*

*“Great experience learning under Lawerence. He demonstrates clear understanding of ITIL and has the vast industry experience which he uses as examples during his class”*

*“I really appreciate the instructor's passion for teaching and how he connects the course content to our everyday lives, making it both engaging, relevant and easy to understand. From a product manager’s perspective, I initially struggled to understand the purpose behind certain IT structures, practices, and services. However, after attending the course, I gained a clearer understanding of the overall process and how it all connects. I’m now looking forward to contributing towards improving our ICT quality to better align with both departmental and company goals.”*

*“The ITIL training enhanced my understanding of structured IT service management. I learned the value of standardized processes like incident and change management, and the importance of continual improvement and aligning IT services with business goals. It provided practical tools to improve efficiency, reduce downtime, and deliver better value.”*

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-   [Home](/ "Home")
-   [About](/about "About")
-   [Courses](/courses-2 "Courses")
-   [Contact](/contact "Contact")
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---

## URL: https://www.yourstrulymykla.com/about

### Title: About

### Page ID: 8387657

### Content:

# ABOUT US

### **Growth Through Purposeful Learning**

### Meet Our Lead Trainer — Lawerence Paul

### Every skill learned today creates opportunities for tomorrow.

#### Strategic Industry Partners

We empower professionals to learn, grow, and achieve measurable success through purposeful, practical training.

When people enjoy learning, they remember it. When they apply it, they earn from it. That’s the power of learning with purpose.

Yours Truly MYKL Academy was founded on a simple belief: that the right knowledge, when shared effectively, transforms careers and organizations alike.

We empower professionals to Learn to Earn, not just in financial terms, but in growth, confidence, and success.

Our goal is to bridge the gap between learning and application, helping businesses see real improvements in productivity, service quality, and team performance. 

Lawerence Paul is a Senior Management Consultant, Mentor, and Certified Trainer (HRD Corp) with more than a decade of experience helping professionals and organizations reach their full potential.

He has conducted more than 1,000 training sessions for multinational corporations and government agencies, including Air Asia, CelcomDigi, Alliance Bank, Bank Negara, Baskin Robbins, the National Registration Department (JPN Malaysia), and the Prime Minister’s Department. Known for his engaging and down-to-earth teaching style, Lawerence takes a genuine interest in helping every participant grow.

Partnering closely with clients, he designs learning programmes that address real-world business challenges. His focus is on creating practical, results-driven training solutions that enhance efficiency, build leadership capability, and drive sustainable organizational growth.

-   [Home](/ "Home")
-   [About](/about "About")
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-   [Calendar](/calendar "Calendar")

-   [Home](/ "Home")
-   [About](/about "About")
-   [Courses](/courses-2 "Courses")
-   [Contact](/contact "Contact")
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1.  [Home](/home)

3.  [About](/about)

---

## URL: https://www.yourstrulymykla.com/contact

### Title: Contact

### Page ID: 8387658

### Content:

# Let’s Talk Training

### Every skill learned today creates opportunities for tomorrow.

#### Strategic Industry Partners

Whether you’re curious about our programmes, pricing, or anything else, our team is eager to assist you.

At Yours Truly MYKL Academy, every training journey begins with a conversation. Whether your goal is to strengthen IT service management capabilities or enhance leadership across teams, we will work with you to shape a programme that aligns with your goals and your people.

If you’re ready to explore how training can make a difference in your organization, we would love to hear from you.

-   [Home](/ "Home")
-   [About](/about "About")
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-   [About](/about "About")
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-   [Contact](/contact "Contact")
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1.  [Home](/home)

3.  [Contact](/contact)

---

## URL: https://www.yourstrulymykla.com/reset-password-page

### Title: Reset password page

### Page ID: 8387659

### Content:

### Reset Password

---

## URL: https://www.yourstrulymykla.com/protected-collection-item

### Title: Protected Page

### Page ID: 8387660

### Content:

#### Strategic Industry Partners

In order to view the page, please enter the password below:

---

## URL: https://www.yourstrulymykla.com/product-1

### Title: Product 1

### Page ID: 8387662

### Content:

#### Description

##### Product 1

##### Product 2

##### Product 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

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5.  [Product 1](/product-1)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/product-2

### Title: Product 2

### Page ID: 8387663

### Content:

#### Description

##### Product 1

##### Product 2

##### Product 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Products](/products)

5.  [Product 2](/product-2)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/product-3

### Title: Product 3

### Page ID: 8387664

### Content:

#### Description

##### Product 1

##### Product 2

##### Product 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Products](/products)

5.  [Product 3](/product-3)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/all

### Title: All Showcase Items

### Page ID: 8387670

### Content:

#### Strategic Industry Partners

-   1
-   [2](https://www.yourstrulymykla.com/all?page=2)
-   [3](https://www.yourstrulymykla.com/all?page=3)

---

## URL: https://www.yourstrulymykla.com/lp-funnel-step-1

### Title: LP Funnel Step 1

### Page ID: 8387671

### Content:

# Discover the Exact Steps \[Personas\] Are Using to Get \[Objective + Metric + Timeline\] ...

#### Promote Your Offer Without Changing A Single Thing About Your Landing Pages!

#### Get Guide and Training

NEW One Page Guide and Training For \[Client 1, Client 2, and Client 3\]

DISCLAIMER: The sales figures stated above are our internal sales figures. The average person who buys any “how to” information gets little to no results. I’m using these references for example purposes only. Your results will vary and depend on many factors …including but not limited to your background, experience, and work ethic. All business entails risk as well as massive and consistent effort and action. If you're not willing to accept that, please DO NOT GET OUR INFORMATION. This site or product is not part of or endorsed by Facebook, Google, or any social media platform in any way. FACEBOOK is a trademark of META PLATFORMS, Inc. YOUTUBE and GOOGLE are trademarks of ALPHABET, Inc. Absolutely nothing on this web page should be considered as any type of earnings claim for what you will earn simply by joining. These products, ONLINE TRAINING COURSES, SOFTWARE and TOOLS are intended to help BUSINESS OWNERS and ADVERTISERS learn how to get more customers for their products. It is NOT a “business opportunity” or “get rich quick” opportunity. The testimonials, figures, and screenshots on this page are real but they are displaying exceptional results from our best customers. These results are not typical. They are not intended to guarantee, promise or represent that you will get the same result just by signing up. This will require work and you will be the ultimate person responsible for taking action and making sure you get the results that you want.

---

## URL: https://www.yourstrulymykla.com/lp-funnel-step-2

### Title: LP Funnel Step 2

### Page ID: 8387672

### Content:

# The Exact Steps \[Personas\] Are Using to Get \[Goal + Metric + Timeline\] ...

### STRATEGY SESSION

#### Are You a \[Persona 1, 2, or 3\] Looking to Get \[Goal + Metric + Timeline\] With Less \[Pain 1, 2, or 3\]? Get The Details On The Next Page to Get Crystal Clear on the One Thing You Should BE Doing RIGHT Now to \[Goal\]...

Confirmed! Please Check Your Email in 5-8 Minutes For Your Copy of the \[Guide\]. In the Mean Time, Be Sure to Watch This Short Walkthrough Video...

DISCLAIMER: The sales figures stated above are our internal sales figures. The average person who buys any “how to” information gets little to no results. I’m using these references for example purposes only. Your results will vary and depend on many factors …including but not limited to your background, experience, and work ethic. All business entails risk as well as massive and consistent effort and action. If you're not willing to accept that, please DO NOT GET OUR INFORMATION. This site or product is not part of or endorsed by Facebook, Google, or any social media platform in any way. FACEBOOK is a trademark of META PLATFORMS, Inc. YOUTUBE and GOOGLE are trademarks of ALPHABET, Inc. Absolutely nothing on this web page should be considered as any type of earnings claim for what you will earn simply by joining. These products, ONLINE TRAINING COURSES, SOFTWARE and TOOLS are intended to help BUSINESS OWNERS and ADVERTISERS learn how to get more customers for their products. It is NOT a “business opportunity” or “get rich quick” opportunity. The testimonials, figures, and screenshots on this page are real but they are displaying exceptional results from our best customers. These results are not typical. They are not intended to guarantee, promise or represent that you will get the same result just by signing up. This will require work and you will be the ultimate person responsible for taking action and making sure you get the results that you want.

---

## URL: https://www.yourstrulymykla.com/lp-funnel-step-3

### Title: LP Funnel Step 3

### Page ID: 8387673

### Content:

# \[Signature Solution Product\]

#### \[Call to action message\]

##### What you will get

#### Order Form

##### Other Payment Methods

#### Secure Payment

#### 30 Day Guarantee

#### Need more details?

## Book a demo now!

Unique Product For \[Client 1, Client 2, and Client 3\]

The point of using dummy text for your paragraph is that it has a more-or-less normal distribution of letters. making it look like readable English.

The point of using dummy text for your paragraph is that it has a more-or-less normal distribution of letters. making it look like readable English.

The point of using dummy text for your paragraph is that it has a more-or-less normal distribution of letters. making it look like readable English.

**Step 2: With your payment method, send payment to our GCash account**

**Step 3: Pay the amount through your preferred payment method** 

**Step 4: Take a screenshot of your proof of payment then hit the button below**

You will be directed to Messenger account. Submit your receipt with your name, email, and contact number and upload your proof of payment. You can contact us at \[Contact Number\] for support.

All orders are through a very secure network. Your credit card information is never stored in any way. We respect your privacy...

No question asked 30 day refund guaranteed. If you are unhappy for any reason, get your money back. Rock solid guarantee...

If you would like to see a live demonstration of our product and get more details about how it can benefit your business, please book a demo with us now. Our team will be happy to walk you through the features and answer any questions you may have.

DISCLAIMER: The sales figures stated above are our internal sales figures. The average person who buys any “how to” information gets little to no results. I’m using these references for example purposes only. Your results will vary and depend on many factors …including but not limited to your background, experience, and work ethic. All business entails risk as well as massive and consistent effort and action. If you're not willing to accept that, please DO NOT GET OUR INFORMATION. This site or product is not part of or endorsed by Facebook, Google, or any social media platform in any way. FACEBOOK is a trademark of META PLATFORMS, Inc. YOUTUBE and GOOGLE are trademarks of ALPHABET, Inc. Absolutely nothing on this web page should be considered as any type of earnings claim for what you will earn simply by joining. These products, ONLINE TRAINING COURSES, SOFTWARE and TOOLS are intended to help BUSINESS OWNERS and ADVERTISERS learn how to get more customers for their products. It is NOT a “business opportunity” or “get rich quick” opportunity. The testimonials, figures, and screenshots on this page are real but they are displaying exceptional results from our best customers. These results are not typical. They are not intended to guarantee, promise or represent that you will get the same result just by signing up. This will require work and you will be the ultimate person responsible for taking action and making sure you get the results that you want.

---

## URL: https://www.yourstrulymykla.com/support

### Title: Support

### Page ID: 8387684

### Content:

## Members Area

#### Strategic Industry Partners

Get support and help related to our updates, guides and other insights

-   1
-   [2](https://www.yourstrulymykla.com/support?page=2)

---

## URL: https://www.yourstrulymykla.com/products

### Title: Products

### Page ID: 8387687

### Content:

#### Strategic Industry Partners

-   [All](/ "All")
-   [Products](/products "Products")
-   [Services](/services "Services")
-   [Courses](/courses "Courses")

---

## URL: https://www.yourstrulymykla.com/services

### Title: Services

### Page ID: 8387688

### Content:

#### Strategic Industry Partners

-   [All](/ "All")
-   [Products](/products "Products")
-   [Services](/services "Services")
-   [Courses](/courses "Courses")

---

## URL: https://www.yourstrulymykla.com/service-1

### Title: Service 1

### Page ID: 8387689

### Content:

#### Description

##### Service 1

##### Service 2

##### Service 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Services](/services)

5.  [Service 1](/service-1)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/service-2

### Title: Service 2

### Page ID: 8387690

### Content:

#### Description

##### Service 1

##### Service 2

##### Service 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Services](/services)

5.  [Service 2](/service-2)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/service-3

### Title: Service 3

### Page ID: 8387691

### Content:

#### Description

##### Service 1

##### Service 2

##### Service 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Services](/services)

5.  [Service 3](/service-3)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/course-1

### Title: Course 1

### Page ID: 8387692

### Content:

#### Description

##### Course 1

##### Course 2

##### Course 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Course 1](/course-1)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/courses

### Title: Courses

### Page ID: 8387693

### Content:

#### Strategic Industry Partners

-   [All](/ "All")
-   [Products](/products "Products")
-   [Services](/services "Services")
-   [Courses](/courses "Courses")

---

## URL: https://www.yourstrulymykla.com/course-2

### Title: Course 2

### Page ID: 8387694

### Content:

#### Description

##### Course 1

##### Course 2

##### Course 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Course 2](/course-2)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/course-3

### Title: Course 3

### Page ID: 8387695

### Content:

#### Description

##### Course 1

##### Course 2

##### Course 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Courses](/courses)

5.  [Course 3](/course-3)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/bonus-items

### Title: Bonus

### Page ID: 8387699

### Content:

#### Strategic Industry Partners

---

## URL: https://www.yourstrulymykla.com/bonus-1

### Title: Bonus 1

### Page ID: 8387700

### Content:

#### Description

##### Bonus 1

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Bonus](/bonus-items)

5.  [Bonus 1](/bonus-1)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/deals

### Title: Deals

### Page ID: 8387701

### Content:

#### This page offers discounts and deals. **Just save the URL.**

#### Strategic Industry Partners

---

## URL: https://www.yourstrulymykla.com/deal-1

### Title: Deal 1

### Page ID: 8387702

### Content:

#### Description

##### Bonus 1

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Deals](/deals)

5.  [Deal 1](/deal-1)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/product-4

### Title: Product 4

### Page ID: 8387707

### Content:

#### Description

##### Product 1

##### Product 2

##### Product 3

#### Strategic Industry Partners

Identify the main points or key ideas here. Example, "Crafted with the finest materials and attention to detail, our \[product name\] is designed to elevate your everyday experience. Whether you're lounging at home or out and about, you'll feel like royalty in our \[product name\]. With a range of colors and sizes to choose from, there's a perfect option for everyone. Treat yourself to the best and indulge in the luxury of our \[product name\]."

Description: \[Provide a brief overview of the product, including its main features and benefits.\]

This template can be customized to fit the specific details of the product you are describing.

1.  [Home](/home)

3.  [Products](/products)

5.  [Product 4](/product-4)

-   Key Features: - \[Feature 1\] - \[Feature 2\] - \[Feature 3\]
-   Specifications: - \[Specification 1\] - \[Specification 2\] - \[Specification 3\]
-   Benefits: - \[Benefit 1\] - \[Benefit 2\] - \[Benefit 3\]
-   Usage: \[Explain how the product can be used and who it is suitable for.\]
-   Package Includes: - \[Item 1\] - \[Item 2\] - \[Item 3\]
-   Warranty: \[Include any warranty information or guarantees.\]

---

## URL: https://www.yourstrulymykla.com/courses-2

### Title: Courses

### Page ID: 8387761

### Content:

# COURSES

### Learning Experiences Built Around Your Goals

##### **EXIN Agile Scrum Foundation**

##### **EXIN Agile Scrum Master**

#### Popular programmes Include:

#### Soft Skills Essential Skills Training List

### Every skill learned today creates opportunities for tomorrow.

#### Strategic Industry Partners

Hands-on, practical learning experiences designed to build skills, confidence, and real-world professional success.

Yours Truly MYKL Academy designs learning experiences that go beyond theory. From enhancing IT service management to building confident, capable leaders, our programmes are hands-on, thoughtfully delivered, and designed to make a real difference in your workplace.

ITIL remains essential for organizations seeking to transform, adapt, and deliver value in a changing digital landscape. Leading organizations adopt ITIL practices to improve governance, streamline operations, and build service excellence.

Build a strong foundation in digital product and service management. Learn the core concepts and practices needed to deliver value across the full lifecycle in today’s complex, AI-enabled environments.

EXIN Agile Scrum Foundation offers professionals a unique certification that combines agile principles and scrum practices. The exam tests candidates on their understanding of key concepts and their application.

The EXIN Agile Scrum Master is a unique certification that combines understanding of agile principles and applying scrum practices. It tests the competences required to facilitate, coach and enable a cross-functional team as a Scrum Master.

**The CPRE certification program: Four levels of success**

The CPRE certification program offers you maximum flexibility. You decide how deep you want to delve into the subject matter, when you want to prepare for an exam, and whether you do this as part of a training course or as self-study. You determine the path - from the basics at Foundation Level to Expert Level.

**The four levels build on each other, so you start with the CPRE Foundation Level:**

Acquire fundamental knowledge in Requirements Engineering (RE) as well as proven methods and techniques. Lay the foundation for your professional development in RE.

Deepen your knowledge and expand your skills in a specific area of Requirements Engineering:

Use the skills you have learned in a targeted way and apply your expertise in a specific area of Requirements Engineering:

Become a sought-after expert with excellent, comprehensive skills. You will act as a manager, lecturer, coach, or mentor in Requirements Engineering and pass on your knowledge.

An effective service desk manager is required to have a broad range of skills, including people-management abilities, marketing awareness, financial acumen and presentation savviness. The SDM qualification recognises an individual’s knowledge of the competency requirements and skills required to be a manager of a service desk. An SDM certified professional will be able to:

Developed for existing and aspiring service desk managers and supervisors who wish to develop their understanding of service desk management best practices and wish to head an effective support operation. Suitable for those with previous experience in a service desk environment.

SDA is designed to provide service desk and support analysts with the skills to work consistently within industry recognised standards and in-line with best practices guidelines.

The SDA qualification certifies an individual’s knowledge of customer service and support competencies. An SDA certified individual will be able to:

Suitable for service desk and support analysts with some experience in a first-line or second-line service desk environment.

PRINCE2® 7 Foundation provides a structured approach to **project management**, helping professionals manage projects effectively from start to finish. This course introduces the **principles, practices, and processes** of the PRINCE2 methodology, aligned with modern project environments and people-centered management.

Participants will learn how to **initiate, plan, control, and close projects** using a globally recognized framework. PRINCE2® 7 also emphasizes **sustainability, digital transformation, and stakeholder engagement**, making it relevant for today’s dynamic business landscape.

Prince2 Project Management Practitioner (Version 7)

PRINCE2® 7 Practitioner builds on the Foundation level and focuses on **applying the PRINCE2 methodology in real-world project scenarios**. This course equips professionals with the skills to **tailor and implement PRINCE2 principles, practices, and processes** to manage projects effectively in different organizational environments.

Participants will learn how to **adapt PRINCE2 to various project contexts**, manage stakeholders, control project risks, and ensure successful delivery while maintaining alignment with business objectives. The training also prepares learners for the **PRINCE2® 7 Practitioner certification exam**, validating their ability to apply the framework in practical situations.

Every organization faces its own set of challenges. That’s why our in-house programmes are thoughtfully curated to align with specific goals and operational realities.

Drawing on deep, cross-industry experience, our team creates learning experiences that address the root of business challenges, whether it’s improving team collaboration, strengthening leadership capability, or elevating service quality. 

Every workshop can be customized to fit your needs, from focused, single-day sessions to multi-day programmes focused on long-term capability building. Just tell us what you’re aiming to achieve, and we’ll design a training experience that gets you there.

-   [Home](/ "Home")
-   [About](/about "About")
-   [Courses](/courses-2 "Courses")
-   [Contact](/contact "Contact")
-   [Calendar](/calendar "Calendar")

-   [Home](/ "Home")
-   [About](/about "About")
-   [Courses](/courses-2 "Courses")
-   [Contact](/contact "Contact")
-   [Calendar](/calendar "Calendar")

1.  [Home](/home)

3.  [Courses](/courses-2)

-   ITIL Certifications
    
-   EXIN Agile Scrum
    
-   International Requirements Engineering Board (IREB)
    
-   Service Desk Institute (SDI)
    
-   Project Management 
    

-   ITIL 4 Specialist: Create, Deliver and Support (CDS)
-   ITIL 4 Specialist: Drive Stakeholder Value (DSV)
-   ITIL 4 Specialist: High-Velocity IT (HVIT)

-   Direct Plan Improve (DPI)
-   Digital and IT Strategy (DITS) + Strategic Leader

-   CTOs, Service Delivery Managers, IT Managers, Service Desk professionals
-   Teams improving service delivery and governance
-   Individuals seeking globally recognized IT service management qualifications

-   ITIL 5 Collaborate, Assure and Improve (CAI)
-   ITIL 5 Monitor, Support and Fulfil (MSF)
-   ITIL 5 Plan, Implement and Control (PIC)

-   ITIL 5 Product
-   ITIL 5 Service
-   ITIL 5 Experience
-   ITIL 5 Transformation

-   ITIL 5 Strategy
-   ITIL 5 Transformation

-   Elicitation
-   Management
-   Modeling
-   RE@Agile

-   Elicitation
-   Management
-   Modeling
-   RE@Agile

-   Develop and deliver service desk and support strategies to fully support the organisation’s business strategy and objectives
-   Demonstrate the key leadership and management competencies needed to be a successful Service Desk and Support Manager
-   Interface the service desk with other IT functions, processes and standards to maximise the efficiency and effectiveness of IT
-   Design, contract and deliver service desk processes and services for exceptional customer service and support

-   Demonstrate understanding of the roles and responsibilities of a service desk professional
-   Develop and employ the essential skills required for a service desk and support analyst
-   Summarise and follow service desk processes
-   Identify and describe service desk tools and technologies

-   Agile in the Workplace
-   Change Management
-   Problem Management
-   Lean Management
-   Situational Leadership
-   Service Excellence & Customer Experience
-   Complaint Management
-   Creative Thinking & Problem Solving
-   Public Speaking & Presentation Skills
-   Business Writing & Communication Skills
-   Personality Development
-   Conflict & Stress Management
-   Behavioral Interviewing Skills for Leaders

---

## URL: https://www.yourstrulymykla.com/transform-teams-through-learning

### Title: Transform Teams Through Learning

### Page ID: 8402530

### Content:

###### [Home](/) > [Blog](/blog) > Transform Teams Through Learning

###### Transform Teams Through Learning

###### Certified Training for Career Growth

###### Training that Aligns With Your Goals

#### Strategic Industry Partners

At Yours Truly MYKL Academy, learning isn’t just about courses — it’s about transforming how people think, work, and lead. Our certified training programs and custom-designed sessions help your team grow stronger together.

At Yours Truly MYKL Academy, we believe real learning creates lasting change — not just knowledge, but transformation in mindset and performance. Whether you’re a small team or a large organization, our accredited training programs (including ITIL, Project Management, DevOps and more) are customized to meet your company’s unique needs.

Our experienced trainers bring real-world insight into every session. Because we tailor each program around your goals, culture, and challenges, your team gets practical, immediately applicable skills — from effective communication to service excellence to project delivery.

Ready to invest in your people? Join us to build stronger teams that deliver real results and sustainable growth.

---

## URL: https://www.yourstrulymykla.com/certified-training-for-career-growth

### Title: Certified Training for Career Growth

### Page ID: 8402560

### Content:

###### [Home](/) > [Blog](/blog) > Certified Training for Career Growth

###### Transform Teams Through Learning

###### Certified Training for Career Growth

###### Training that Aligns With Your Goals

#### Strategic Industry Partners

Looking to level up your career? With accredited courses from Yours Truly MYKL Academy — like ITIL 4, Agile/Scrum, Service Desk, Business Writing, and more — you can gain relevant, recognized certifications that open doors and boost your professional value.

At Yours Truly MYKL Academy, we offer a wide range of certification programs designed to help professionals stand out. Whether you’re in IT, management, customer service, or operations — our courses equip you with skills that matter. From IT service management (ITIL) to project management, DevOps, and communication skills, each training is built for real-world impact.

Our trainers are certified and experienced across industries, delivering hands-on and practical learning. Most importantly — our track record speaks for itself: high pass rates, meaningful outcomes, and satisfied graduates.

If you’re ready to take your career to the next level, explore our courses and start your growth journey today.

---

## URL: https://www.yourstrulymykla.com/training-that-aligns-with-your-goals

### Title: Training that Aligns With Your Goals

### Page ID: 8402569

### Content:

###### [Home](/) > [Blog](/blog) > Training that Aligns With Your Goals

###### Transform Teams Through Learning

###### Certified Training for Career Growth

###### Training that Aligns With Your Goals

#### Strategic Industry Partners

Every organization is different. That’s why Yours Truly MYKL Academy offers bespoke training solutions — workshops shaped around your company’s culture, challenges, and growth plans — to ensure learning translates directly into better performance.

Generic training rarely brings lasting results. At Yours Truly MYKL Academy, we do things differently. We start by understanding your organization’s unique needs — from workforce dynamics to industry demands — then design training that aligns with your specific goals.

Whether it’s boosting team collaboration, improving service excellence, enhancing communication, or preparing your staff for certification exams — our custom programmes deliver targeted learning that matters. Sessions can be delivered on-site or at your preferred location for maximum convenience.

Choose training that doesn’t just check a box — choose learning that transforms how your people work, collaborate, and grow.

---

## URL: https://www.yourstrulymykla.com/itil-foundation-version-5

### Title: ITIL® Foundation (Version 5)

### Page ID: 9047196

### Content:

## **Course Overview**

#### Note: **This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

ITIL® Foundation (Version 5) introduces the key concepts of digital product and service management and establishes a common language for effective practice across organizations. It provides an overview of the ITIL framework, including its guiding principles, core models, and fundamental concepts, and explains how these elements are used to create, deliver, and continually improve products and services. ITIL Foundation (Version 5) enables learners to understand how value is co-created through the effective management of products and services, and how organizations apply ITIL guidance to improve performance, collaboration, and outcomes. It also explains how the ITIL framework has evolved to support modern technologies, data-driven decision-making, automation, artificial intelligence, and contemporary ways of working, while remaining adaptable to different organizational contexts and levels of maturity.

For professionals aiming to upskill or businesses seeking a competitive edge, ITIL certifications offer the essential knowledge to optimize operations, boost resilience, and accelerate growth.

**2 . The ITIL Four Dimensions of Product and Service Management**

**5 . Value stream identification, mapping, and management**

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-   [Home](/ "Home")
-   [About](/about "About")
-   [Courses](/courses-2 "Courses")
-   [Contact](/contact "Contact")
-   [Calendar](/calendar "Calendar")

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® Foundation (Version 5)](/itil-foundation-version-5)

-   Global best practice for digital products and services
-   AI-native framework
-   Comprehensive product and service lifecycle
-   Qualification Scheme aligned to job roles
-   Clarity, confidence, and experience at scale
-   Practical and adaptable

-   **Product and service management**
-   Define digital product and service management
-   Define product, service as a key concept of digital product and service management
-   Define digital product, digital service as a key concept of digital product and service management
-   Define continual improvement as a key concept of digital product and service management
-   Define the ITIL Product and Service Lifecycle as a key concept of digital product and service management
-   Define good as a key concept of digital product and service management
-   Define utility, warranty, user experience and sustainability
-   Know the benefits of ITIL for enterprises, managed service providers, digital product vendors, digital product and service management professionals
-   **Experience, Strategy and Transformation**
-   Define basic terms of ITIL Experience like: experience, digital experience, trust, user experience (UX), customer experience (CX), experience level agreement, human-centred design
-   Define basic terms of ITIL Strategy like: strategy, business strategy, digital strategy, mission, vision, purpose, VUCA, leadership
-   Define basic terms of ITIL Transformation like: change, transformation, business as usual
-   **Service offerings**
-   Define service offering and service interactions
-   Define service actions, transfer of goods, access to resources
-   Explain service offering and service interactions
-   Explain service actions, transfer of goods, access to resources
-   **Value co-creation**
-   Define value and value co-creation
-   Define cost and risk
-   Define output and outcome
-   Understand the difference between output and outcome
-   Explain how value contributes to value co-creation
-   Explain how outcomes, costs, risks contribute to value co-creation
-   Explain how utility, warranty, user experience, sustainability contributes to value co-creation
-   Explain how feedback contributes to value co-creation
-   **Service relationships**
-   Define organization, service provider, service consumer, digital
-   product vendor as key concepts of service relationships
-   Define basic, cooperative, and collaborative service relationship as key concepts of service relationships
-   Define the service journey as a key concept of service relationships
-   Define sponsor, customer, and user roles as key concepts of service relationships
-   Define service quality, service level as key concepts of service
-   relationships
-   Define Service Level Agreement (SLA) as a key concept of service relationships
-   Understand the difference between service provider and service
-   consumerUnderstand the difference between service provider and digital product vendor
-   Understand the difference between service consumer and digital
-   product vendor
-   Understand the difference between basic, cooperative, and collaborative service relationships

-   **Introduction to the ITIL Four Dimensions of Product and Service Management**
-   List the ITIL Four Dimensions of Product and Service Management: organizations and people, partners and suppliers, information and technology, value streams and processes
-   Understand the importance of each of the ITIL Four Dimensions of Product and Service Management
-   Explain the importance of the holistic approach of the ITIL Four
-   Dimensions of Product and Service Management
-   **Internal factors and External factors**
-   Know the external factors that influence the ITIL Four Dimensions of Product and Service Management, like: political, economical, social, technology, legal, environmental
-   Explain 'organizations and people', 'partners and suppliers', 'information and technology', 'value streams and processes' as the ITIL Four Dimensions of Product and Service Management

-   **Introduction to ITIL Product and Service Lifecycle**
-   List the ITIL Product and Service Lifecycle activities: discover, design, acquire, build, transition, operate, deliver, support
-   Understand the ITIL Product and Service Lifecycle
-   Understand that the activities of the ITIL Product and Service Lifecycle are not sequential nor linear and how they can be used iteratively
-   **Purpose and Scope of ITIL Product and Service Lifecycle activities**
-   Know the purpose of the 'discover' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'design' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'acquire' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'build' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'transition' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'operate' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'deliver' ITIL Product and Service Lifecycle activity
-   Know the purpose of the 'support' ITIL Product and Service Lifecycle activity

-   **Components of the ITIL Value System**
-   Know the components of the ITIL Value System and their role in an organization: Guiding principles, Governance, Value chain,
-   Management practices, Continual improvement
-   Explain the ITIL Value System (ITIL VS) and its purpose
-   **The ITIL Guiding Principles**
-   List the ITIL Guiding Principles
-   Understand the 'focus on value' ITIL Guiding Principle and how it should be used
-   Understand the 'start where you are' ITIL Guiding Principle and how it should be used
-   Understand the 'progress iteratively with feedback' ITIL Guiding Principle and how it should be used
-   Understand the 'collaborate and promote visibility' ITIL Guiding
-   Principle and how it should be used
-   Understand the 'think and work holistically' ITIL Guiding Principle and how it should be used
-   Understand the 'keep it simple and practical' ITIL Guiding Principle and how it should be used
-   Understand the 'optimize and automate' ITIL Guiding Principle and how it should be used
-   Describe the interaction of the ITIL Guiding Principles and how they work together
-   **Governance**
-   Define governance
-   Explain the enabling nature and the activities of governance
-   **Value chain**
-   Define value chain
-   Define product specification, product prototype
-   Define incident, event
-   Define release, test
-   Define continuous integration, continuous delivery and continuous deployment
-   Define reliability, Site Reliability Engineering (SRE), observability
-   Define service request
-   Define disaster, problem, error, and known error
-   Define operating model
-   Distinguish between a problem, an error and a known error
-   Understand the key success metrics of the value chain activities
-   Explain how organization’s purpose and operating model are supported by value chain activities and management practices
-   **Management Practices**
-   Define management practice
-   Know the management practice groups: general and product and service management practices
-   Understand the role of the management practices within the ITIL Value System
-   Explain the structure of the ITIL Practice Guides
-   Explain the benefits of the ITIL Practice Guides
-   Define metric and critical success factor (CSF)
-   **The ITIL Continual Improvement Model**
-   List the steps of the ITIL Continual Improvement Model
-   Understand the steps of the ITIL Continual Improvement Model
-   Describe continual improvement within the ITIL Value System and its role in the organization

-   **Key concepts of value stream mapping and management**
-   Define value stream, core value stream, enabling value stream
-   Define value stream mapping, value stream management
-   Define complexity thinking
-   Understand the difference between a core and an enabling value stream
-   **Application of value streams**
-   Understand how workflows need to be optimized for complexity
-   **Purpose of value stream mapping and management**
-   Know the purpose of value stream mapping and management
-   Understand the relationship between value stream mapping and
-   value stream management
-   Understand the elements of a value stream map

-   **Introduction to AI**
-   Define Artificial Intelligence (AI), AI maturity, GenAI, Agentic AI
-   Understand how AI can assist in the product and service development lifecycle and provide examples
-   Understand how AI can be used to assist in the automation of processes throughout the product and service development lifecycle activities
-   Understand how AI can be leveraged throughout the ITIL value chain activities
-   **ITIL AI Governance**
-   Define AI governance
-   Understand the ITIL AI Capability Model

-   **ITIL and DevOps**
-   Understand how ITIL can collaborate with DevOps practices
-   Understand how ITIL and DevOps are complementary in the product and service development lifecycle
-   **ITIL and PRINCE2**
-   Understand why project management is important in ITIL
-   Understand how ITIL and PRINCE2 are complementary in the product and service development lifecycle

-   Online Exam having Forty (40) multiple-choice questions. Each question will have 4 options, one of which is right, carrying 1 mark.
-   60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes.
-   Passing score: 65% (26 of 40)

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## URL: https://www.yourstrulymykla.com/itil-4-foundation

### Title: ITIL® 4 Foundation

### Page ID: 9047246

### Content:

## **Course Overview**

#### **Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training**

#### Strategic Industry Partners

The Foundation level is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through a BRAND NEW end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.

The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS).

ITIL 4 takes you through a more evolved view of a Service Value System (SVS), which provides a holistic end-to-end picture of what it really means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps.

1.  [Home](/home)

3.  [Courses](/courses)

5.  [ITIL® 4 Foundation](/itil-4-foundation)

-   Understand the key concepts of service management
-   Understand how the ITIL guiding principles can help an organization adopt and adapt service management
-   Understand the four dimensions of service management
-   Understand the purpose and components of the ITIL service value system
-   Understand the activities of the service value chain, and how they interconnect
-   Know the purpose and key terms of 18 ITIL practices
-   Understand 7 ITIL practices

-   High level overview of ITIL v3’s 5-step Lifecycle model and how the current 26 processes and functions map to the new ITIL 4 model
-   The seven Guiding Principles of ITIL 4
-   ITIL’s new Service Value Chain
-   The four dimensions of Service Management
-   The 34 ITIL practices, with a focus on 18 of these
-   Key concepts from Lean IT, Agile, DevOps, and Organizational Change Management, and why these are important to deliver business value

-   Individuals who require a basic understanding of the refreshed ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
-   IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to, an ongoing service improvement program.
-   This may include but is not limited to, IT professionals, business managers and business process owners.

-   Exam Type – 40 multiple choice questions carrying 1 mark each
-   Duration – 60 Minutes
-   Prerequisites – None
-   Supervised – Yes
-   Passing Score – 65% (26 marks out of 40)
-   Delivery – Paper based or Online