ITIL™ 4 Leader: Digital and IT Strategy

1. In-depth understanding of ITIL concepts

• Relating the following ITIL guiding principles to the different elements of digital and IT strategy:
• focus on value;
• start where you are;
• progress iteratively with feedback;
• collaborate and promote visibility;
• think and work holistically;
• keep it simple and practical;
• optimise and automate.

2. In-depth understanding of digital concepts

• Understanding the following terms:
  • digital technology;
  • digital business;
  • digital organisation;
  • digitalisation;
  • digital transformation;
• Understanding the following terms:
  • business strategy and business models;
  • digital strategy and IT strategy;
  • products;
  • services.
• Understanding the relationships between digital and IT strategy and the components of the ITIL service value system.

3. Using tools to create value

• Explaining environmental analysis for:
  • external PESTLE analysis;
  • internal analysis: the 4 dimensions of ITIL service management.

4. Understanding effective digital strategies

• Demonstrating how an organisation's viability relates to its agility, resilience, leanness, continuity and co-creation.
• Analysing VUCA factors and incorporating them into digital and IT strategy.
• Explaining and comparing the 3 levels of digital disruption:
  • ecosystem;
  • industry and market;
  • organisation.
• Demonstrating how an organisation's position in a particular market or industry is influenced by:
  • customer and market relevance;
  • achieving operational excellence;
  • internal and external focus;
  • a balanced approach.
• Using a digital positioning tool to determine the best position for a digital organisation.

5. Organisational change management

• Applying the following approaches to ensure market and customer relevance:
  • the customer journey;
  • omnichannel delivery and support;
  • contextual delivery and support;
  • customer analytics;
  • feedback and 360° approaches.
• Understanding methods for achieving operational excellence across the 4 dimensions of service management.
• Understanding the financial aspects of digital and IT strategy in terms of:
  • financial policies;
  • portfolio optimisation;
  • funding projects, products and services;
  • balancing innovation costs and operating costs;
  • pricing models.
• Evaluating strategic approaches for digital organisations.

6. Identifying risks and challenges

• Explaining risk management for a digital organisation.
• Explaining how to identify and assess risks.
• Explaining risk posture and demonstrating how to determine an acceptable balance between opportunities and risks.
• Explaining innovation, including its key elements and techniques.
• Applying techniques to develop and maintain a culture of innovation.

7. Understanding decision-making processes and techniques

• Using a digital readiness assessment to analyse the gap between an organisation's current and desired position.
• Defining and communicating a vision and strategy.
• Using business cases to support digital and IT strategy.

8. Evaluating digital strategy implementation methods

• Defining operating models for digital organisations.
• Explaining the key competencies required of digital organisation leaders.
• Applying the following approaches to strategy coordination and implementation:
  • large-scale transformation;
  • incremental transformation;
  • mergers and acquisitions;
  • individual changes.
• Explaining approaches to operating models.
• Explaining how to assess the success of digital and IT strategy.
• Explaining typical digital transformation program activities.