Requirements workshops, User stories

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 (CDS) & Direct, Plan and Improve (DPI)
2. 2
   Program Objectives
3. 3
   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 Business Analysts; 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.
4. 4
   Practical Application for Business Analysts
5. 5

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

   Requirements workshops
   Process reviews
   User stories
   Data mappings
   Stakeholder interviews
   ITIL® 4 Specialist - Create, Deliver and Support (CDS)
   Introduction to the module
   Organization and People
   DevOps integration with CDS
   Culture and Communication, including the DevOps mindset in ITIL organizations
   Value streams and processes, covering CI/CD management with ITIL Practices
   Value stream for a new service, including prioritization models and toolchains
   Artificial Intelligence (AI) in value streams and delivery for efficiency and prediction
   Value stream for an existing service, including operational toolchains and the learning cycle
   User support evolution from service bots to AI agents
   Work prioritization, including Kanban for visualizing value streams and managing flow
   Partners and suppliers
   AI in service operations: fundamentals and potential
   Exam preparation
   Masterclasses on the physics of work (Flow Efficiency & Little's Law) and Knowledge-Centered Service (KCS) for scaling through knowledge.
   ITIL® 4 Direct, Plan and Improve (DPI)
   Central concepts of Direct, Plan & Improve
   Application of central principles and methods for steering and planning
   Exploration of Strategy Management, Balanced Scorecard (BSC), Objectives and Key Results (OKR), and RACI matrices
   The role of Governance, Risk, and Compliance (GRC) and integration into the Service Value System
   Exploration of Risk Management and Servant & Digital Leadership
   Understanding and applying central principles and methods for continuous improvement
   Exploration of tools for continuous improvement
   Central principles and methods for communication and Organizational Change Management (OCM) in steering, planning, and improvement
   Exploration of communication strategies in change contexts, OCM, Workforce and Talent Management, and practical tools for change and communication
   Central principles and methods for measurement and reporting in steering, planning, and improvement
   Exploration of Measurement and Reporting
   Steering, planning, and improving value streams and practices
   Exploration of Portfolio Management and AI as an enabler in DPI
   Learning Objectives

6. 6

   Upon completion of this training program, participants will be able to

   Integrate core IT service management activities for creating, delivering, and supporting IT services.
   Apply DevOps principles and practices within an ITIL framework.
   Manage value streams for both new and existing IT services, incorporating AI and relevant toolchains.
   Prioritize work effectively using methods like Kanban.
   Develop and implement strategies for a learning and improving IT organization.
   Understand and apply principles of governance, risk, and compliance.
   Utilize methods for continuous improvement across various IT functions.
   Implement effective communication and organizational change management strategies.
   Apply measurement and reporting techniques to support strategic planning and improvement.
   Leverage AI as an enabler for direct, plan, and improve activities.
   Career Prospects
   The competencies gained from this program are applicable in various IT service management roles. Typical career paths include positions in IT service strategy, operations, project management, and continuous improvement. The acquired knowledge supports roles focused on optimizing IT service delivery, enhancing organizational performance, and driving strategic alignment within IT departments.

1. 1

   Bielefeld

   23.11.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

2. 2

   Leipzig

   23.11.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

3. 3

   Leipzig

   23.11.2026 · Blended Learning · Teilzeit · 3–6 Monate · 1.000–5.000 €

4. 4

   Dortmund

   23.11.2026 · Blended Learning · Vollzeit · 1–3 Monate · 1.000–5.000 €

5. 5

   Dortmund

   23.11.2026 · Blended Learning · Teilzeit · 3–6 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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