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ITIL®4 Leader: Digital and IT Strategy


Apr 15 2024, Monday - Apr 18 2024, ThursdaySee Schedule below for times (GMT +8:00) Kuala Lumpur, Singapore


243 Beach Rd, #02-01 , 189754

, Singapore



We are in a time of exciting change full of opportunity. Digital services are helping organizations to compete in the modern digital economy. This new digital era, known as the ‘Fourth Industrial Revolution’ which is characterized by the unavoidable interaction between humans, digital technologies and physical assets, has created an increasingly fast-paced and complex environment, requiring organizations to be more agile, better equipped to adapt what they do, and ready to adopt new ways of working to succeed. The Digital and IT Strategy course adds a new perspective to the ITIL 4 guidance and elevates the discussion to an organizational strategy level.

The course enables IT and digital leaders to influence and drive strategic business decisions through creating an appropriate digital strategy aligned to the wider business goals, understanding how business and IT leaders respond to digital disruption and exploiting the ITIL 4 framework to support organizations on their challenging digital transformation journey.

The course will cover how ITIL 4 can be integrated with emerging practices and new technologies to meet new internal and external challenges in the age of volatility, uncertainty, complexity and ambiguity (VUCA).

This course may be eligible for PMI’s PDUs.

Course Description & Learning Outcomes

  • ITIL Guiding Principles and DITS Decision

    • Relate the ITIL guiding principles to all aspects of Digital and IT Strategy

  • Concepts for Digital Strategy

    Digital Technology

    • Digital Business

    • Digital Organization

    • Digitization

    • Digital Transformation

    •  Business strategy and business models Digital and IT Strategy

    • DITS and the components of the ITIL Service Value System

  • Factors affecting DITS

    • PESTLE external analysis

    • Four Dimensions of Service Management internal analysis

  • Viability during digital disruption

    • Agility, resilience, lean, continuous and value co-creation

    • Analysing VUCA factors for DITS

    • Three Levels of digital disruption

    • Factors influencing an organization’s market/industry positioning

    • Tools to determine appropriate digital organization market positioning

  • Strategic approaches for market relevance and operational excellence

    • Customer journeys

    • Omni-channel delivery and support

    • Context-sensitive delivery and support

    • Customer analytics

    • Customer feedback and 360º approaches

    • Achieving operational excellence in the four dimensions

    • Financial policies in DITS

    • Portfolio optimization

    • Funding approaches for projects, products and service

  • Strategic approaches for market relevance and operational excellence (ctd)

    • Balancing the cost of innovation and operation

    • Charging models

  • Risk and Opportunities in DITS

    • Risk management in a digital organization

    • Identifying and assessing risk

    • Risk posture and balancing risks

    • Innovation elements and techniques

    • Develop an innovation culture

  • Advocating a Digital and IT Strategy

    • Digital readiness assessment

    • Define and communicate a vision and strategy

    • Business cases to advocate DITS

  • Implementing a Digital and IT Strategy

    • Operating models for digital organizations

    • Strategy coordination and implementation

    • Approaches to Parallel Operating Models

    • Assessing the success of DITS

    • Activities of a digital transformation programme


Start Date: 15 Apr 2024, Monday
End Date: 18 Apr 2024, Thursday

4 days, 9am – 5pm

Location: 243 Beach Rd, #02-01 , 189754


Day/TimeAgenda Activity/Description
Start Date: 15 April9am to 5pm
End Date: 18 April9am to 5pm


Course fees: This course is accredited under IBF Standards Training Scheme and is also eligible for SkillsFuture Credit


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