Program Objectives
This training program is open to anyone interested in expanding their professional skills. The practical examples and exercises are chosen so they map well to the daily work of Contract Managers; participation is expressly open to everyone, regardless of current professional role. The course teaches methods, tools, and content that can be applied in many different work contexts.
The following typical tasks from the daily work of Contract Managers serve as worked examples in the exercises; they can be adapted to other fields of activity during the course:
- Contract templates
- Deadline calendars
- Compliance checks
- Annex management
- Clause libraries
The program is structured into two main components:
- ITIL® 4 Specialist - Create, Deliver and Support (CDS)*
- Introduction to core IT Service Management concepts.
- Understanding organizational structures and human factors in service management.
- Integration of DevOps principles with ITIL practices for seamless service delivery.
- Exploring the impact of culture and communication on IT service operations.
- Applying DevOps mindsets within ITIL frameworks.
- Managing value streams from pipeline to practice, including Continuous Integration/Continuous Delivery (CI/CD).
- Analyzing value streams and processes for new and existing services.
- Prioritization models for service design requirements.
- Understanding toolchains for service creation and operational support.
- Leveraging Artificial Intelligence (AI) in value streams, delivery, and user support.
- Managing work prioritization and workflow visualization using Kanban.
- Engaging with partners and suppliers in service delivery.
- Fundamentals and potential applications of AI in service operations.
- Preparation for the ITIL® 4 Specialist certification exam.
- Advanced topics including Flow Efficiency, Little's Law, Knowledge-Centered Service (KCS), and the integration of flow and knowledge.
- Coach for Project Management*
- Introduction to human-centered project management methodologies.
- Effective communication strategies within project management.
- The art of asking impactful questions.
- Understanding and managing team dynamics.
- Navigating change processes in project environments.
- Developing coaching skills beyond basic conversational techniques.
- Facilitating decentralized decision-making and governance.
- Addressing emotional dynamics within project teams.
- Crisis and conflict management within projects.
- Strategies for fostering team motivation.
Learning Objectives
Upon completion of this program, participants will be able to:
- Integrate core IT Service Management activities for service creation, delivery, and support.
- Apply DevOps principles and ITIL practices to enhance service value streams.
- Manage and optimize value streams for both new and existing IT services.
- Utilize AI and automation to improve efficiency and predictive capabilities in service operations.
- Implement effective strategies for work prioritization and workflow management.
- Understand and apply human-centered approaches to project management.
- Develop strong coaching skills to guide project teams.
- Effectively manage team dynamics, communication, and change processes.
- Apply crisis and conflict resolution techniques in project settings.
Career Prospects
This training program prepares individuals for roles that require a blend of strategic IT Service Management and effective project leadership. Potential career paths include IT Service Managers, IT Operations Managers, Service Delivery Managers, Project Managers, Agile Coaches, and IT Consultants. The acquired skills are applicable in various industries and organizations seeking to optimize IT service delivery and project execution through robust management practices and skilled coaching.