When does class start/end?
Classes begin promptly at 9:00 am, and typically end at 5:00 pm.
ITIL® 4 Specialist: Create, Deliver and Support
New - Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. This course provides those IT...
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$2,495 USD
Course Code
100437V
Duration
3 days
Available Formats
Classroom, Virtual
New - Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.
This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.
As a part of this course, all candidates will receive an exam voucher to schedule the ITIL Specialist: Create, Deliver and Support exam through Peoplecert. As of February 1, 2022, all exams will be administered in an online proctored format only. Exams can be scheduled at www.peoplecert.org.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Skills Gained
- Understand how to plan and build a service value stream to create, deliver and support services
- Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
- Know how to create, deliver and support services
- Preparation to sit the ITIL 4 Create, Deliver, Support examination
- Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
- Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
- Preparation to sit the ITIL 4 foundation examination
Who Can Benefit
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
Prerequisites
Candidates must hold the ITIL 4 Foundation certificate.
Course Details
Course Outline
Understand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction management
- The value of positive communications
Understand how to use a ‘shift left’ approach
Know how to plan and manage resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement
Understand the use and value of information and technology across the service value system:
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous integration and delivery/deployment (CI/CD)
- Information models
Know how to use a value stream to design, develop and transition new services
Know how the following ITIL practices contribute to a value stream for a new service:
- Service design
- Software development and Management
- Deployment management
- Release management
- Service Validation and testing
- Change Enablement
Know how to use a value stream to provide user support
Know how the following ITIL practices contribute to a value stream for user support:
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritizing work
Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)