Online Marketing Specialists practice with ITIL 4 Practitioner

Passt der Kurs zu dir?

1. 1
   Für die Specialist-, Leader- und neueren Aufbaumodule ein Foundation-Zertifikat; PeopleCert erkennt dafür auch Foundation-Zertifikate der Vorgängerversion an.
2. 2
   Bereitschaft, mit englischen Fachbegriffen wie Incident, Problem, Change und Service Request zu arbeiten, die auch in deutschsprachigen IT-Teams üblich sind.
3. 3
   Praxis aus dem IT-Betrieb, damit du Praktiken wie Störungs- oder Änderungsmanagement an echten Fällen aus deinem Team nachvollziehst.

Das lernst du

1. 1
   ITIL® 4 Specialist - Create, Deliver and Support & Digital and IT Strategy
2. 2
   This training program provides comprehensive knowledge and practical skills in IT Service Management, focusing on the integration of core ITIL 4 concepts for creating, delivering, and supporting IT services and products, as well as developing sustainable digital transformation strategies.
3. 3
   Program Objectives
4. 4
   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 Online Marketing Specialists; 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.
5. 5
   Practical Application for Online Marketing Specialists
6. 6

   The following typical tasks from the daily work of Online Marketing Specialists serve as worked examples in the exercises; they can be adapted to other fields of activity during the course

   Google Ads campaigns
   A/B tests
   Funnel optimization
   Tracking setups
   Conversion hypotheses

7. 7

   The program covers the following key areas

   ITIL® 4 Specialist - Create, Deliver and Support (CDS)
   Introduction to core ITIL 4 concepts.
   Organization and people in IT Service Management.
   Integration of DevOps principles with ITIL practices.
   Culture and communication within IT organizations.
   DevOps mindset and its application in ITIL frameworks.
   Managing value streams and processes for service delivery.
   Prioritization models for service design and requirements.
   Value stream mapping for new and existing services.
   Toolchains for service creation and operational support.
   Artificial Intelligence in value streams, delivery, and user support.
   Prioritization of work and workflow management.
   Kanban for visualizing and controlling value streams.
   Management of partners and suppliers.
   Fundamentals and potentials of Artificial Intelligence in service operations.
   Masterclasses on Flow Efficiency, Knowledge-Centered Service (KCS), and the integration of flow and knowledge.
   ITIL® 4 Strategic Leader - Digital and IT Strategy
   Fundamentals of digital strategy and IT strategy.
   Understanding disruption and its impact on business.
   Recognizing the strategic potential of Artificial Intelligence.
   Development of business and operating models.
   The ITIL Service Value System and its integration with AI.
   The Strategy Journey: Vision, current state, desired future state, and action planning.
   Implementing AI initiatives and measuring success.
   Ensuring organizational feasibility and managing parallel operations.
   Digital leadership in the context of Artificial Intelligence.
   Managing innovation, new technologies, and strategic risks.
   Structuring organizations for digital business.
   Learning Objectives

8. 8

   Upon completion of this program, participants will be able to

   Analyze and apply ITIL 4 practices for creating, delivering, and supporting IT services.
   Integrate DevOps and Agile methodologies into ITIL processes.
   Design and manage value streams for efficient service delivery.
   Develop strategic approaches for digital transformation.
   Identify and utilize AI for business advantage and operational improvement.
   Lead digital initiatives and manage strategic risks.
   Apply principles of flow efficiency and knowledge management.
   Career Prospects

9. 9

   The competencies gained in this program are applicable in various professional roles within IT and business management. Typical areas of activity include

   IT Service Management professionals.
   IT strategists and digital transformation leaders.
   Project and program managers.
   DevOps engineers and practitioners.
   IT consultants.
   Roles focused on AI implementation and management.
   Positions in service delivery, operations, and strategy development.

1. 1

   Berlin

   26.10.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

2. 2

   Berlin

   26.10.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

3. 3

   Bielefeld

   26.10.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

4. 4

   Bremen

   26.10.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

5. 5

   Dortmund

   26.10.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

Förderwege

Wer deinen Kurs zahlt

Was dir die Qualifikation beruflich bringt

1. 1

   Störungen und Änderungen geordnet steuern

   Du lernst, Incident-, Problem- und Change-Management voneinander zu trennen und Zuständigkeiten festzulegen. So wird aus einer wiederkehrenden Störung ein Problem mit ermittelter Ursache und dauerhafter Lösung. Beispiel: Du stellst fest, dass jeden Montag dieselbe Druckerwarteschlange ausfällt, und eröffnest dafür einen Problem-Datensatz.

2. 2

   Service-Level mit Auftraggebern vereinbaren

   Du formulierst Service-Level-Vereinbarungen mit messbaren Zielen wie Reaktionszeit und Verfügbarkeit und berichtest, ob sie eingehalten werden. BERUFENET beschreibt diese Schnittstelle zwischen IT und Auftraggebenden als Kern der Rolle IT-Service-Delivery-Manager/​in. Beispiel: Du vereinbarst mit dem Vertrieb, dass Störungen im CRM innerhalb eines Arbeitstags behoben werden.

3. 3

   KI im Service Management einordnen

   PeopleCert hat eine neue ITIL-Version eingeführt, zu der ein eigenes Modul zu AI Governance gehört. Es behandelt, wie Verantwortung, Vertrauen und Risiken beim Einsatz von KI in IT-Diensten gesteuert werden. Beispiel: Du legst fest, wer im Team Antworten eines KI-Chatbots im Service Desk freigibt und wie Fehler gemeldet werden.

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