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ITSMA-CDS

ITIL®4 Specialist: Create Deliver and Support Course – Accredited

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Description

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 

The ITIL®4 Specialist: Create Deliver and Support Course – Accredited course on this page is offered by ITSM Academy ATO/Affiliate of AXELOS Limited. ITIL®4 Specialist: Create Deliver and Support Course – Accredited is a registered trademark 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

- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- 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 and Reflection
Additional sources of information
Exam Preparations

 

PreRequisites

 ITIL 4 Foundation

Starting From

$950.00

$2250.00 List Price

4 Days Course

Class Dates

Request a Date or a Private Class below.

$950.00



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