Design Thinking for ITIL 4

You will learn the basics and benefits of using Design Thinking in this 1 day workshop. We will help you gain a concrete understanding of how the thinking and methods can be applied and integrated in the ITIL framework. The contents and contexts will be applied interactively in a use case within the workshop. This practical transfer will enable you to plan and execute the process of idea collection and improvement of your service management in a more structured and transparent way.

The workshop consists of different contents and exercises that flow into each other. The workshop components are:

• Design Thinking Overview
• Understanding the benefits of integrating design thinking into ITIL
• Application of design thinking on the basis of a selected use case
• Deepening knowledge and practical application of the CI model (ITIL 4) in conjunction with the design thinking process

Through the 1-day workshop you will receive the following added values:

• You have gained an overview of the methods and processes of design thinking. This enables you to define requirements for problems in a targeted manner and to develop suitable ideas for finding solutions in a structured way.
• The interactive and practice-oriented structure (use case application) gives you the skills to apply your knowledge directly within ITIL 4.
• Knowledge of the concrete use of design thinking will enable you to identify and execute additional improvements within your service management environment through advanced methods.

For example, you are a manager or employee of a service or IT organization, improvement manager, leader, executive, IT professional or business manager. Or you want to gain a basic understanding of Design Thinking and the areas of application within Service Management.

You do not need any prior knowledge of Design Thinking or ITIL 4 to participate in this workshop. A basic understanding of ITIL is advantageous, but not required for this workshop. All necessary content and correlations will be conveyed to you in the workshop.