10842 Concept courses

Securing Kubernetes training course description This course introduces concepts, procedures, and best practices to harden Kubernetes based systems and container-based applications against security threats. It deals with the main areas of cloud-native security: Kubernetes cluster setup, Kubernetes cluster hardening, hardening the underlying operating system and networks, minimizing microservices vulnerabilities, obtaining supply chain security as well as monitoring, logging, and runtime security. What will you learn Harden Kubernetes systems and clusters. Harden containers. Configure and use Kubernetes audit logs. Securing Kubernetes training course details Who will benefit: Technical staff working with Kubernetes Prerequisites: Kubernetes_for_engineers_course.htm Definitive Docker for engineers Duration 2 days Securing Kubernetes training course contents This course does not only deal with the daily security administration of Kubernetes-based systems but also prepares delegates for the official Certified Kubernetes Security Specialist (CKS) exams of the Cloud Native Computing Foundation (CNCF). Structure: 50% theory 50% hands on lab exercise Module 1: User and authorization management Users and service accounts in Kubernetes Authenticating users Managing authorizations with RBAC Module 2: Supply chain security Vulnerabilit checking for images Image validation in Kubernetes Reducing image footprint Secure image registries Module 3: Validating cluster setup and penetration testing Use CIS benchmark to review the security configuration of Kubernetes components. Modify the cluster components' configuration to match the CIS Benchmark. Penetration testing Kubernetes for known vulnerabilities. Module 4: System hardening Use kernel hardening tools Setup appropriate OS level security domains Container runtime sandboxes Limit network access Module 5: Monitoring and logging Configure Kubernetes audit logs Configure Audit Policies Monitor applications behaviour with Falco

DevOps training course description This course is an introduction to DevOps. The course emphasizes communication, collaboration , integration, and automation to improve the workflow between developers and IT operations professionals. Improved workflows lead to more opportunities to design software and services in a more agile fashion. This course is a basis for discovering the most important DevOps concepts and to understand the principles and methods behind this. The course will leave you with the inspiration to be the advocate of change. What will you learn Explain DevOps principles. Describe the relationship between Agile , Lean and IT Service Management ( ITSM). Describe methods for automation and technology factors. Describe considerations when changing. Describe challenges, risks and critical success factors. DevOps training course details Who will benefit: IT development, IT operations and IT service management. Prerequisites: Introduction to data communications & networking. Duration 2 days DevOps training course contents Why DevOps? Introduction DevOps Goals DevOps Added value of DevOps Proven Results DevOps for businesses DevOps principles (The Three Ways) DevOps and other frameworks DevOps and Agile DevOps and Lean DevOps and IT Service Management DevOps culture Characteristics of a DevOps culture Organizational Considerations DevOps DevOps stakeholders DevOps roles DevOps teams DevOps organizational structures DevOps methods Continuous Integration Continuous delivery Continuous deployment Value stream mapping Kanban Theory of Constraints Improvement Kata Deming's quality circle ITSM processes DevOps and Automation Methods for DevOps automation Longevity and tools categories DevOps applications Transitioning to a DevOps culture. Implementation Challenges, risks and critical success factors Measuring DevOps successes

Firewalls training course description A technical hands on training course covering firewall technologies. This focuses on the whys and hows of firewall technology rather than looking at manufacturer specific issues. What will you learn Design secure firewall protected networks. Test firewalls. Evaluate firewalls Configure firewalls Firewalls training course details Who will benefit: Technical staff wanting to learn about Filrewalls including: Technical network staff. Technical security staff. Prerequisites: IP security foundation for engineers Duration 2 days Firewalls training course contents Firewall introduction Security review, what is a firewall? What do firewalls do? Firewall benefits, concepts. Hands on Configuring the network to be used in later labs, launching various attacks on a target. Firewall types Packet filtering, SPI, Proxy, Personal. Software firewalls, hardware firewalls, blade based firewalls, personal firewalls, which firewall should you use? Firewall products. Hands on Configuring a simple firewall. Packet filtering firewalls Things to filter in the IP header, stateless vs. stateful filtering. ACLs. Advantages of packet filtering. Hands on Configuring packet filtering firewalls. Stateful packet filtering Stateful algorithms, packet-by-packet inspection, application content filtering, tracks, special handling (fragments, IP options), sessions with TCP and UDP. Firewall hacking detection: SYN attacks, SSL, SSH interception. Hands on Stateful packet inspection firewalls. Proxy firewalls Circuit level, application level, SOCKS. Proxy firewall advantages and disadvantages. Hands on Proxy firewalls. Personal firewalls The role of personal firewalls, Windows XP, Zonealarm. Hands on Configuring a personal firewall. Firewall architectures Home based, small office, enterprise, service provider, what is a DMZ? DMZ architectures, bastion hosts, multi DMZ. Virtual firewalls, transparent firewalls. Dual firewall design, high availability, load balancing, VRRP. Hands on Resilient firewall architecture. Securing communications VPNs, IPsec. Firewall configuration of VPNs, integration of dedicated VPN devices and firewalls. Hands on IPSec VPN configuration. Testing firewalls Configuration checklist, testing procedure, monitoring firewalls, logging, syslog. Hands on Testing firewalls.

ITIL® 4 Specialist: High Velocity IT: Virtual In-House Training The ITIL® 4 Specialist: High-Velocity IT module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: High-Velocity IT exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. This module addresses the specifics of digital transformation and helps organizations to evolve towards a convergence of business and technology, or to establish a new digital organization. It was designed to enable practitioners to explore the ways in which digital organizations and digital operating models function in high-velocity environments. Working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing are included. What You Will Learn At the end of this course, participants will be able to: 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. Course Introduction Let's Get to Know Each Other Course Learning Objectives Target Audience Characteristics ITIL® 4 Certification Scheme Course Components Course Agenda Module-End Exercises Exam Details Introduction to High-Velocity IT High-Velocity IT Digital Technology Digital Organizations Digital Transformation High-Velocity IT Approaches Relevance of High-Velocity IT Approaches High-Velocity IT Approaches in Detail High-Velocity IT Operating Models Introduction ITIL® Perspective High-Velocity IT Aspects High-Velocity IT Applications ITIL® Building Blocks for High-Velocity IT Digital Product Lifecycle Service Value Streams Four Dimensions of Service Management ITIL® Management Practices High-Velocity IT Culture Key Behavior Patterns ITIL® Guiding Principles Supporting Models and Concepts for Purpose Ethics Design Thinking Supporting Models and Concepts for People Reconstructing for Service Agility Safety Culture Stress Prevention Supporting Models and Concepts for Progress Working in Complex Environments Lean Culture ITIL® Continual Improvement Model High-Velocity IT Objectives and Techniques High-Velocity IT Objectives High-Velocity IT Techniques Techniques for Valuable Investments Prioritization Techniques Minimum Viable Products and Services Product / Service Ownership A/B Testing Techniques for Fast Developments Basic Concepts Related to Fast Development Infrastructure as Code Reviews Continual Business Analysis Continuous Integration / Continuous Delivery (CI/CD) Continuous Testing Kanban Techniques for Resilient Operations Introduction to Resilient Operations Technical Debt Chaos Engineering Definition of Done Version Control Algorithmic IT Operations ChatOps Site Reliability Engineering (SRE) Techniques for Co-created Value Basic Concepts of Co-created Value Service Experience Techniques for Assured Conformance DevOps Audit Defense Toolkit DevSecOpsPeer Review

Signalling training course description An intensive course that defines and explores the signalling methods that are to be found in today's telecommunications services. What will you learn Describe the Functionality and Features of Signalling. Describe the Functionality of Analogue & Digital Subscriber Signalling. Describe the various types of signalling used on different network types. Describe the Functionality of Private Network Signalling. Describe the Functionality of Public Network Signalling. Signalling training course details Who will benefit: Personnel involved with systems design, implementation and support. Prerequisites: Telecommunications Introduction Duration 2 days Signalling training course contents Introduction What is Signalling?, Standards, ITU-T Recommendations, Signalling Categories - Supervisory Addressing, E.164, Call Information, Network Management, Network Components, Inband/Outband Switch Signalling, Analogue Vs Digital Signalling. Analogue Subscriber Signalling Analogue Local Loops/Switches/Trunks, Digital Switches/Local Loops, Telephone Handset, Accessing the Local Exchange, Pulse/Tone Dialling. Digital Subscriber Signalling Integrated Digital Access, DASS2 & DPNSS, DASS2 - Call, IMUX, Euro ISDN, Q.931 Call Control, Message Identification, Message Types, Call Establishment Messages, Call Clearing. Network Types Service Types, Circuit Switched, Packet Switched, Signalling Terminology, In-Channel Signalling, G.704, Performance and Quality, Digital Signalling, CAS, CAS Applications, Foreign Exchange, CCS, Break-In/Out Private Network Signalling Types Networking PABXs, Inter PABX Analogue Signalling Methods, E & M, Tone-On-Idle, Inter PABX Digital Signalling Methods, DPNSS, DPNSS Deployment, PABX Support for DPNSS, DPNSS Call, Q.Sig, Q.Sig support/functionality/protocol, Message Overview, Call Establishment. Public Network Signalling SS7, SS7 Operations, SS7 Topology, SSP, STP, SCP, Database Types - CMSDB NP LIDB HLR VLR, Signalling Modes, Link Types, Further Redundancy, Linksets, SS7 addressing, Point Codes, Sub-System, Global Title Addressing and Translation, ANSI PCs, ITU-T PCs, SS7 Protocol Stack, MTP Level 1, MTP Level 2, Flow Control, FISU, LSSU, MSU, MSU SIF, MTP Level 3, SCCP, TCAP, TUP, Facility Format, Main Facilities, Flow Control Negotiation, Closed User Groups, Reverse Charging, Fast Select Facility, Throughput Class Negotiation, Call Barring, On-Line Facility Registration. BTUP, ISDN ISUP, Supplementary Services, ISUP Call - IAM, Progress/Answer/Suspend/ Resume/Release Messages, Intelligent Network (IN) Introduction, IN Evolution, IN Conceptual Model, IN Target Services & Service Features, Service Independent Building Blocks

Oracle SQL Advanced training course description The Oracle SQL Advanced course is designed to give delegates practical experience in using some of the more advanced features of Oracle SQL. Additional datatypes and the use of advanced SQL functions and expressions are covered together with enhanced table handling features. What will you learn Retrieve data using correlated subqueries, in-line views and multi-column subqueries. Use the WITH Clause. Inserting and Updating Rows Using Complex Subqueries Create Hierarchical Queries. Use ROLLUP, CUBE and GROUPING SETS group by enhancements. Implement the GROUPING and GROUPING_ID functions. Manage large data sets. Insert data conditionally and unconditionally. Merge Rows in a Table. Create TIMESTAMP and INTERVAL Datatypes. Use TIMESTAMP, TIMEZONE and INTERVAL functions and literals. Use regular expressions and implement related functions. Manage objects with the data dictionary. Manage schema objects. Perform flashback operations. Create and using external tables. Control user access to database objects. Oracle SQL Advanced training course details Who will benefit: Anyone who needs to use the more advanced features of SQL to improve their productivity in querying and updating an Oracle database. Prerequisites: Delegates should have attended the Oracle SQL course or have a similar level of experience. Duration 2 days Oracle SQL Advanced training course contents Retrieve data using subqueries ANY, ALL or SOME operators, Correlated subqueries, In-Line views, The Exists operator, The WITH clause, Multi-Column subqueries, Insert and update using a query, Correlated update and delete. Hierarchical queries Hierarchical data, The START WITH and CONNECT BY clauses, The LEVEL pseudo-column, Sequencing the output, Eliminating nodes and branches. Enhanced grouping features Review of basic grouping concepts, The ROLLUP and CUBE extensions, The GROUPING SETS extension, Using the GROUPING and GROUPING_ID functions. Manage large data sets Multi-table Inserts, Conditional and unconditional Inserts, Merging data into a table, Table and view based merge, A sub query based merge. Flashback technology Flashback query, The AS clause, Flashback table, Flashback drop. Date, time and time zone support Date, Timestamp and Interval datatypes, Handling dates and times, Handling intervals, Date, timestamp and interval functions and literals, Related NLS parameters. Regular expression support Regular expression notation, Character matching, Repetition operators, Sub expression grouping, Regular expression functions. Manage objects with the Data Dictionary The Data Dictionary, Useful Data Dictionary tables, Using the Data Dictionary. Manage schema objects Column operations, Constraint operations, Creating and dropping Indexes, B-Tree indexes, Function based indexes, Descending indexes, Creating and using external tables. Access control System privileges and roles, Create users, Alter user details, Grant and revoke object privileges.

Overview This comprehensive course on Electrical Machines for Electrical Engineering will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Electrical Machines for Electrical Engineering comes with accredited certification from CPD, which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this Electrical Machines for Electrical Engineering. It is available to all students, of all academic backgrounds. Requirements Our Electrical Machines for Electrical Engineering is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 8 sections • 108 lectures • 14:20:00 total length •Module 1- Introduction to Electric Machines: 00:03:00 •Module 2- Types of Electric Machines and Principle of Electrical Generation: 00:09:00 •Module 1- Importance and Construction of DC Machines: 00:26:00 •Module 2- Armature Winding and EMF Equation: 00:40:00 •Module 3-Solved Example 1: 00:05:00 •Module 4-Solved Example 2: 00:04:00 •Module 5-Solved Example 3: 00:07:00 •Module 6-Solved Example 4: 00:06:00 •Module 7-Separately Excited DC Machine: 00:21:00 •Module 8-Shunt and Series DC Machines: 00:25:00 •Module 9-Solved Example 1 on Separately Excited DC Machine: 00:07:00 •Module 10-Solved Example 2 on Separately Excited DC Machine: 00:07:00 •Module 11-Solved Example 3 on Shunt Generator: 00:04:00 •Module 12-Solved Example 4 on Shunt Generator: 00:07:00 •Module 13-Solved Example 5 on Series DC Generator: 00:06:00 •Module 14-Types and Applications of Compound DC Motors: 00:07:00 •Module 15- Torque-Speed Characteristics and Speed Control of Separately Excited DC Motor: 00:33:00 •Module 16- Torque-Speed Characteristics of Series DC Motor: 00:08:00 •Module 17-Solved Example 1 on Speed Control: 00:08:00 •Module 18-Solved Example 2 on Speed Control: 00:06:00 •Module 19- Starting of DC Machine: 00:14:00 •Module 20- Armature Reaction in DC Machines: 00:10:00 •Module 21-Losses in DC Machines: 00:04:00 •Module 1- What is a Transformer: 00:02:00 •Module 2- Importance of Transformer: 00:04:00 •Module 3-Iron Core of Transformer: 00:04:00 •Module 4- Magnetic Circuit Inside Transformer: 00:05:00 •Module 5- Windings of Transformer: 00:03:00 •Module 6- Why are Windings Made of Copper: 00:01:00 •Module 7- Classification of Windings: 00:05:00 •Module 8- Insulating Material and Transformer Oil: 00:02:00 •Module 9- Conservator of Transformer: 00:03:00 •Module 10- Breather of Transformer: 00:04:00 •Module 11- Bushings of Transformer: 00:04:00 •Module 12- Tap Changer of Transformer: 00:03:00 •Module 13- Cooling Tubes of Transformer: 00:01:00 •Module 14- Buchholz Relay of Transformer: 00:02:00 •Module 15- Explosion Vent: 00:02:00 •Module 16- Methods of Cooling: 00:03:00 •Module 17-Types of Transformers: 00:03:00 •Module 18- Power Transformer and Distribution Transformer: 00:05:00 •Module 19- Single Phase Core Type Transformer: 00:04:00 •Module 20-Single Phase Shell Type Transformer: 00:05:00 •Module 21- 3 Phase Core Type: 00:02:00 •Module 22- 3 Phase Shell Type: 00:01:00 •Module 23- Comparison between Shell and Core CSA: 00:01:00 •Module 24- Comparison between Shell and Core Type: 00:01:00 •Module 25- Notes: 00:03:00 •Module 26-Video Explaining The Components in 3D and Real Life: 00:05:00 •Module 1- Introduction to Magnetic Circuits: 00:02:00 •Module 2- Induced Emf and Current: 00:04:00 •Module 3- Ampere Right Hand Rule: 00:04:00 •Module 4- Magnetic Circuit and Important Definitions: 00:06:00 •Module 5- Linear and Non Linear Materials: 00:03:00 •Module 6-Flux Linkage and Reluctance: 00:04:00 •Module 7- Analogy between Electric and Magnetic Circuits: 00:06:00 •Module 8- Fringing Effect: 00:02:00 •Module 9- Example 1 Magnetic Circuits: 00:07:00 •Module 10- Example 2: 00:03:00 •Module 11- Example 3: 00:06:00 •Module 12- Application on Magnetic Circuit - Transformers: 00:04:00 •Module 1- Introduction to Transformers: 00:02:00 •Module 2- Construction of Transformer: 00:02:00 •Module 3-Theory of Operation: 00:04:00 •Module 4- Ideal Transformer: 00:05:00 •Module 5-Non Ideal Transformer: 00:02:00 •Module 6- Effect of Loading on Transformer: 00:03:00 •Module 7- Transformer Regulation: 00:03:00 •Module 8- Transformer Losses: 00:03:00 •Module 9- Transformer Efficiency: 00:05:00 •Module 10- Transformer Rating: 00:02:00 •Module 11- Question 1: 00:01:00 •Module 12- Question 2: 00:02:00 •Module 13- Question 3: 00:01:00 •Module 14- Example 1: 00:01:00 •Module 15- Voltage Relation of Transformer: 00:04:00 •Module 16- Transformer Exact Equivalent Circuit: 00:06:00 •Module 17- Concept of Refereeing: 00:04:00 •Module 18- Approximate Equivalent Circuit: 00:02:00 •Module 1- Construction and Principle of Operation of Synchronous Generator: 00:29:00 •Module 2- Principle of Operation of Synchronous Motor: 00:24:00 •Module 3- Equivalent Circuit and Phasor Diagram of Non Salient Synchronous Machine: 00:29:00 •Module 4-Solved Example 1 on Non Salient Machine: 00:05:00 •Module 5-Solved Example 2 on Non Salient Machine: 00:11:00 •Module 6-Solved Example 3 on Non Salient Machine: 00:07:00 •Module 7- Solved Example 4 on Non Salient Machine: 00:04:00 •Module 8-Solved Example 5 on Non Salient Machine: 00:07:00 •Module 9-Solved Example 6 on Non Salient Machine: 00:03:00 •Module 10- Equivalent Circuit and Phasor Diagram of Salient Synchronous Machine: 00:39:00 •Module 11-Solved Example 1 on Salient Machine: 00:09:00 •Module 12- Solved Example 2 on Salient Machine: 00:05:00 •Module 13-Solved Example 3 on Salient Machine: 00:10:00 •Module 14- Parallel Operation of Two Generators: 00:17:00 •Module 15- Synchronization of Machine with Grid: 00:10:00 •Module 1- Construction and Theory of Operation of Induction Machines: 00:27:00 •Module 2- Equivalent Circuit and Power Flow in Induction Motor: 00:23:00 •Module 3- Torque-Speed Characteristics of Induction Motor: 00:20:00 •Module 4- Solved Example 1 on Induction Motor: 00:08:00 •Module 5-Solved Example 2 on Induction Motor: 00:06:00 •Module 6-Solved Example 3 on Induction Motor: 00:06:00 •Module 7-Solved Example 4 on Induction Motor: 00:18:00 •Module 8-Solved Example 5 on Induction Motor: 00:13:00 •Module 9- Methods of Speed Control of Induction Motor: 00:27:00 •Module 10- Methods of Starting of Induction Motor: 00:21:00 •Module 11-Solved Example on Motor Starter: 00:15:00 •Module 12- Principle of Operation of Doubly Fed Induction Generator: 00:11:00 •Module 13-Self Excited Induction Generator: 00:08:00 •Assignment - Electrical Machines for Electrical Engineering: 00:00:00

ITIL® 4 Specialist: Create, Deliver and Support: In-House Training The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: Create, Deliver, and Support exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. What You Will Learn The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver, and Support exam specification: Understand how to plan and build a service value stream to create, deliver, and support services Know how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS and value streams Know how to create, deliver, and support services Organization and Culture Organizational Structures Team Culture Continuous Improvement Collaborative Culture Customer-Oriented Mindset Positive Communication Effective Teams Capabilities, Roles, and Competencies Workforce Planning Employee Satisfaction Management Results-Based Measuring and Reporting Information Technology to Create, Deliver, and Support Service Integration and Data Sharing Reporting and Advanced Analytics Collaboration and Workflow Robotic Process Automation Artificial Intelligence and Machine Learning CI / CD Information Model Value Stream Anatomy of a Value Stream Designing a Value Stream Value Stream Mapping Value Stream to Create, Deliver, and Support Services Value Stream for Creation of a New Service Value Stream for User Support Value Stream Model for Restoration of a Live Service Prioritize and Manage Work Managing Queues and Backlogs Shift-Left Approach Prioritizing Work Commercial and Sourcing Considerations Build or Buy Sourcing Models Service Integration and Management

ITIL® 4 Specialist: Create, Deliver and Support The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: Create, Deliver, and Support exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. What You Will Learn The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver, and Support exam specification: Understand how to plan and build a service value stream to create, deliver, and support services Know how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS and value streams Know how to create, deliver, and support services Organization and Culture Organizational Structures Team Culture Continuous Improvement Collaborative Culture Customer-Oriented Mindset Positive Communication Effective Teams Capabilities, Roles, and Competencies Workforce Planning Employee Satisfaction Management Results-Based Measuring and Reporting Information Technology to Create, Deliver, and Support Service Integration and Data Sharing Reporting and Advanced Analytics Collaboration and Workflow Robotic Process Automation Artificial Intelligence and Machine Learning CI / CD Information Model Value Stream Anatomy of a Value Stream Designing a Value Stream Value Stream Mapping Value Stream to Create, Deliver, and Support Services Value Stream for Creation of a New Service Value Stream for User Support Value Stream Model for Restoration of a Live Service Prioritize and Manage Work Managing Queues and Backlogs Shift-Left Approach Prioritizing Work Commercial and Sourcing Considerations Build or Buy Sourcing Models Service Integration and Management

ITIL® 4 Specialist: Drive Stakeholder Value: In-House Training The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. What You Will Learn The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification: 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 on 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 Customer Journey Purpose of the Module Purpose of Mastering the Customer Journey Touchpoints and Service Interactions Module Topics Mapping the Customer Journey Designing the Customer Journey Measuring and Improving the Customer Journey Customer Journey Step 1: Explore Purpose of the Module Purpose of the Explore Step Module Topics Understanding Service Consumers Understanding Service Providers Understanding and Targeting Markets Customer Journey Step 2: Engage Purpose of the Module Purpose of the Engage Step Aspects of Service Value Module Topics Service Relationship Types Building Service Relationships Building and Sustaining Trust and Relationships Analyzing Customer Needs Managing Suppliers and Partners Customer Journey Step 3: Offer Purpose of the Module Purpose of Shaping Demand and Service Offerings Module Topics Managing Demand and Opportunities Specifying and Managing Customer Requirements Designing Service Offerings and User Experience Selling and Obtaining Service Offerings Customer Journey Step 4: Agree Purpose of the Module Purpose of Aligning Expectations and Agreeing on Services Module Topics Agreeing on and Planning Value Co-Creation Negotiating and Agreeing on a Service Customer Journey Step 5: Onboard Purpose of the Module Purpose of Onboarding and Offboarding ITIL® Management Practices Module Topics Planning Onboarding Fostering Relationships with Users Providing User Engagement and Delivery Channels Enabling Users for Service Elevating Mutual Capabilities Offboarding Customer Journey Step 6: Co-create Purpose of the Module Purpose of Service Provision and Consumption Module Topics Service Mindset Ongoing Service Interactions Nurturing User Communities Customer Journey Step 7: Realize Purpose of the Module Measuring Service Value Purpose of Value Capturing and Customer Journey Improvement Realizing Service Value in Different Settings Module Topics Tracking Value Realization Assessing and Reporting Value Realization Evaluating Value Realization and Improving Customer Journeys Realizing Value for the Service Provider