Pre-Requisites

Candidates must hold the ITIL 4 Foundation certificate.

Lessons

COURSE OVERVIEW

This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Please note that the syllabus and examination for this course is pending formal release by Axelos, and so the course outline and schedule below is offered on a best-endeavors basis and may be subject to change.

WHAT YOU'LL LEARN

The course will help students to understand: -

• 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
• Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
• Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
• Preparation to sit the ITIL 4 foundation examination

OUTLINE

• 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) 

RELATED CERTIFICATIONS

This course prepares delegates for the ITIL 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL 4 Managing Professional status.

WHO SHOULD ATTEND

• 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

PDUS

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Classroom Live and Virtual Classroom Live

• Leadership = 5
• Strategic and Business Management = 8
• Technical Project Management = 8

Total = 21

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
your office

your city, your province
your country