Create, Deliver And Support
Course Description
The ITIL ™ 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. 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.
The ITIL™ 4 Specialist: Create, Deliver and Support course is a 2-days course based on the ITIL™ 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL™ 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL™ 4 Specialist: Create, Deliver, and Support certification exam.
Course information
Certification: ITIL® 4 Specialist: Create, Deliver and Support
Duration: 2 Days
Domain: Service Management
Delivery Method: Blended, Virtual Classroom, Self-study
Accreditor: AXELOS, PEOPLECERT
Exam Voucher Included
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.
Professionals with the following job titles are expected to benefit from this module:
- IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
- Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager
Course Outline
Module 1: Organization and Culture
- Organizational Structures
- Team Culture
- Continuous Improvement Culture
- 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
- Prioritizing Work
- Shift-Left Approach
Module 8: Commercial and Sourcing Considerations
- Build or Buy
- Sourcing Models
- Service Integration and Management
cOURSE iNCLUDES:
Exam Voucher
Participants will be getting exam voucher part of the course