ITIL®4 Specialist: Create, Deliver & Support – Accredited (On-Demand)

Course Description

The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.

When you complete this course you will know how to:

• Improve established practices
• Understand how services are developed
• Know how users are supported with value streams
• Increase service efficiency
• Create effective workflows

The Create, Deliver and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment.

Why Should You Take This Course?

Everyone who is involved in creating, delivering and supporting services in the digital world. Today’s world is all about creating and delivering effective services that are designed to meet and exceed customer expectations. Understanding how to effectively create, deliver and support services is a must. If you are involved in creating, delivering, supporting and/or managing of services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organizations digitally enabled products and services.

What’s Included?

• The PeopleCert Accredited Course – 1-year access ($499 Value)
• Instructor Support to guide you and answer questions while you prepare for CDS Certification ($499 Value)
• 6 Hours of 1:1 ITIL Mentoring with an ITIL Master ($1500 Value)
• The Official PeopleCert Exam Voucher ($839 Value)
• A 1-year PeopleCert Plus Membership – Free Mock Exam and a Free Take2 with every exam your take ($129 Value)
• The Official PeopleCert CDS eBook.
• The Official PeopleCert CDS Resource Kit.
• The ITSM Resource Library – over 400 videos on key ITSM Topics ($999 Value)

Course Features

• Lifetime Course Access
• Video Tutorials
• Instructor Q&A Support
• 1 PeopleCert Exam Voucher

Who Should Take This Course?

This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.

Prerequisites

In order to take this course, you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

Outline

00: Introduction

01: Plan and Build a Service Value Stream

• Planning
• Organizational Structures
• Cooperation & Collaboration
• Work & Tasks

02: Team Culture

• How Teams Work
• Cultural Fit
• Continual Improvement Culture

03: Customer Orientation

• Customer Oriented Strategy
• Customer Delight
• Feedback Types
• Communication Feedback

Customer Orientation Exercise

04: Shift-Left Approach

• Benefits of Shift-Left
• Applying Shift-Left

05: Plan & Manage Resources

• Teams
• Workforce & Talent Management Practice
• Capacity Planning
• Result-Based Measurement
• Continual Improvement Culture

06: Information & Technology Use & Value

• Effective Information Models
• Collaboration & Work Flow
• Integration & Data Sharing
• Analytics
• Automation

07: Technologies – RPA, AI/ML, CI/CD

• Robotic Process Automation
• Artificial Intelligence
• Machine Learning
• Contiuous Integration, Delivery & Deployment

08: Practices Contributing to CDS

• Value Chain Vs. Value Stream
• Value Streams and Organization
• Designing a Service Value Stream
• Value Stream Mapping
• Key Metrics and Examples

09: Using Value Streams to Release a New Service Part 1

• Adding New Services
• From Demand to Value
• Agile User Stories Template
• Practices/Activities Involved

10: Using Value Streams to Release a New Service Part 2

• Build, Configure or Buy Service Components
• Practices/Activities Involved
• Deploying Service Components
• Releasing a New Service

11: Service Design Practice

• Purpose
• Scope
• Practice Success Factors

12: Software Development & Management Practice

• Purpose
• Scope
• Lifecycle Coverage
• Practice Success Factors

13: Deployment Management Practice

• Purpose
• Scope
• Practice Success Factors

14: Release Management Practice

• Purpose
• Scope
• Practice Success Factors

15: Service Validation & Testing Practice

• Purpose
• Scope
• Practice Success Factors

16: Change Enablement Practice

• Purpose
• Scope
• Practice Success Factors

17: User Support Value Stream Steps 1 to 3

• Value Stream Integration
• Value Leakage
• Demand & Value
• Fixing and Deploying the Value Stream

18: User Support Value Stream Steps 4 to 7

• Deploy Fix
• Verify Incident Resolution
• Contributing Practices
• Request User Feedback
• Identify Opportunities for Improvement

19: Monitoring and Event Management Practice

• Purpose
• Scope
• Practice Success Factors

20: The Service Value Stream Practice

• Purpose
• Scope
• Practice Success Factors

21: Incident Management Practice

• Purpose
• Scope
• Practice Success Factors

22: Problem Management Practice

• Purpose
• Scope
• Practice Success Factors

23: Knowledge Management Practice

• Purpose
• Scope
• Practice Success Factors

24: Service Level Management Practice

• Purpose
• Scope
• Practice Success Factors

25: How to Create, Deliver and Support Services Part 1

• Coordinate
• Prioritize
• Structure Work

26: How to Create Deliver and Support Services Part 2

• Sourcing
• Selecting Vendors
• Integrating Suppliers

27: Course Summary & Exam Tips

PeopleCert Accreditation

GogoTraining is a PeopleCert Accredited Training Organization (ATO)