Customer Service Courses


ITIL 4 Foundation in IT Service Management

This course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL® (IT Infrastructure Library) 4 guidance.

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ITIL 4 Managing Professional (MP) Transition

This course is designed for participants who have already invested in ITIL v3 and provides a straight-forward transition path across to ITIL® v4. They will be recognised their previous achievements while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy. The course provides participants with a deeper understanding of the key concepts of the Service Value System (SVS) which enables successful management of modern IT-enabled services. It also prepares delegates for the certification exam. The course is based on the ITIL 4 SVS featured in the latest 2019 guidelines.

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ITIL 4 Specialist: Create, Deliver and Support (CDS)

This course covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. It 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 course will also cover service performance and will give participants an understanding of service quality and improvement methods. The course is based on the ITIL® v4 Service Value System (SVS) featured in the latest 2019 guidelines.

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ITIL 4 Specialist: Drive Stakeholder Value (DSV)

This course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services. The course covers key topics like Service Level-Agreement (SLA) design, multi-supplier management, relationship management, customer and user experience (CX and UX) design, customer journey mapping, and more. It will provide participants with the tools necessary to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

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ITIL 4 Specialist: High-Velocity IT (HVIT)

This course is designed to enable participants to explore how digital operating models and digital organizations function in high-velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally-native organizations. The course will also provide participants with an understanding of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. The focus of these practices and technologies is on the rapid delivery of products and services to obtain maximum value. The course is based on the ITIL® 4 best practices and the Service Value System (SVS) featured in the latest 2019 guidelines.

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ITIL 4 Strategist: Direct Plan and Improve (DPI)

This course provides participants with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. The course covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage. It also provides participants with a practical and strategic method for planning and delivering continual improvement with the necessary agility. It will cover both practical and strategic elements. Therefore, it is the universal module that will be a key component of both streams, ITIL® 4 Managing Professional and ITIL 4 Strategic Leader. The course is based on the ITIL 4 best practices and the Service Value System (SVS) featured in the latest 2019 guidelines.

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