ITIL® 4 Specialist: Create, Deliver, Support – Including Exam ITIL4CDS

COURSE CONTENT:

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)

TARGET AUDIENCE:

This course is aimed at:

• • 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.

COURSE OBJECTIVE:

After you complete this course you will be able to:

• • 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.

COURSE PREREQUISITES:

Attendees should meet the following prerequisites:

Candidates must hold the ITIL® 4 foundation certificate.

FOLLOW ON COURSES:

The following courses are recommended for further study:

• ITIL® 4: Drive Stakeholder Value
• ITIL® 4: Direct, Plan and Improve
• ITIL® 4: High Velocity IT