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ITSMA-CDS

ITIL 4 Specialist: Create Deliver and Support Course – Accredited

Description

                                            ITIL Training

This ITIL Specialist course covers the core service management activities and expands the current scope of ITIL to cover the creation of services. 

This 16-hour course is aimed at IT Service Management (ITSM) practitioners managing the operation of IT-enabled and digital products and services,

and those responsible for the end-to-end delivery.

Attendees acquire an understanding of:

  • The integration of different value streams and activities to create, deliver and support IT-enabled products and services
  • Supporting practices, methods and tools
  • Service performance and service quality and improvement methods
  • How to continue to deliver innovative yet reliable tech-enabled services in an increasingly competitive market

ITIL Specialist Course / Student Materials:

  • Digital learner manual (excellent post-class reference)
  • Sample documents and templates
  • Reference Cards
  • Personal Action Plan
  • Memory exercises, study aids and sample exams
  • Instructor led education and exercise facilitation
  • Participation in unique in-class assignments 
  • In-class exam preparation
  • Exam voucher 

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.

Outline

CDS concepts and challenges that span the service value system

  • Organizational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction measurement
  • The value of positive communications

Using a ‘shift left’ approach

Planning and managing resources in the service value system

o Team collaboration and integration
o Workforce planning
o Results based measuring and reporting
o The culture of continual improvement

The use and value of information and technology across the service value system

  • ITSM software
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation (RPA)
  • Artificial intelligence and machine learning
  • Continuous development and integration (CI/CD)
  • Information models

Using a value stream to design, develop and transition new services

How 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

Using a value stream to provide user support

How 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

Coordinating, prioritizing and structuring work and activities to create, deliver and support services

  • Managing queues and backlogs
  • Prioritizing work

The use and value of

  • Buy vs. build considerations
  • Sourcing options
  • Service integration and management (SIAM)

Summary

Additional sources of information

Exam review

Exam taking tips

 

PreRequisites

 ITIL 4 Foundation

$2250.00 List Price

2 Days Course

Class Dates

$2250.00
Remote Live

This class runs from 10:00 AM to 03:00 PM EDT

MAX Educ. Savings
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