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ITIL® 4 Specialist: Create, Deliver and Support – eLearning Course

14,999.00


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Description

Course Description

The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

Course Outline

Course Introduction Module 1: Organization and Culture
  • Organizational Structures
  • Team Culture
  • Continuous Improvement
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication
Module 2: Effective Teams
  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction
  • Management
  • Results Based Measuring and Reporting
Module 3: Information Technology to Create, Deliver and Support
  • Service Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model
Module 4: Value Stream
  • Anatomy of a Value Stream Designing a Value Stream
  • Value Stream Mapping
Module 5: Value Stream to Create, Deliver and Support Services
  • Value Stream for Creation of a New Service
Module 6: Value Stream for User Support
  • Value Stream Model for Restoration of a Live Service
Module 7: Prioritize and Manage Work
  • Managing Queues and Backlogs Shift-Left Approach
  • Prioritizing Work
Module 8: Commercial and Sourcing Considerations
  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

Target Audience

The ITIL® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. Its target audience includes but is not limited to:
  • Business Managers
  • Business Process Owners
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:
  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services

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