ITIL® 4 Specialist: Create, Deliver and Support
In this course, we focus on the integration of different value streams and activities to create, deliver and support IT-enabled products and services, while also covering ITIL practices, methods and tools. The training lasts 3 days, at the end of which you need to take the AXELOS certification exam, which will help you prepare for the topics covered in the course on ITIL® 4 concepts and terminology, as well as various practical exercises.
EU co-financing of 50-100% is available to companies.
The total cost of tuition may vary depending on the rules of the specific association.
Āris Dzērvāns
Course target
The ITIL® 4 Specialist: Create, Deliver and Support course is designed to provide learners with the skills and knowledge needed to create, deliver, and support IT-enabled services and products. The main objectives of the course include:
- Understanding service management and value systems
- Creating services
- Delivering services
- Supporting services
- Collaborating with stakeholders
- Using ITIL® 4 practices
- Applying agile and lean principles
- Preparing for the ITIL® 4 Specialist: Create, Deliver and Support certification exam.
Audience
- 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;
- Individuals seeking progression to the ITIL® Master in IT Service Management;
- All IT Professionals wishing to progress through the V4 qualification scheme.
At course completion you will be able to
- Understand how to plan and build a service value stream to create, deliver, and support services.
- Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams.
- Know how to create, deliver and support services.
Prerequisites
Obtained ITIL® Foundation certificate.
Training materials
PeopleCert accredited training materials.
Certification Exam
ITIL® 4 Specialist: Create, Deliver and Support (the exam fee is already included in the course price).
Course outline
Module 1: Organization and Culture
- Organizational Structure
- Integrated/ collaborative teams
- Team capabilities, roles, competences
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction management
- The value of positive communication.
Module 2: Effective Teams
- Understand how to use a ‘shift left’ approach
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement.
Module 3: Information Technology to Create, Deliver and Support Service
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation
- Artificial intelligence and machine learning
- Continuous integration, deployment and delivery
- Information models.
Module 4: Value Stream
- Describing a Value Stream
- Value Stream inputs, outputs
- Combining and decomposing value stream steps
- Steps to document a value stream
- Key metrics for steps, actions, or tasks
- Considerations when designing the value stream
- Value Stream Mapping.
Module 5: Value Stream to Create, Deliver and Support Services
- How to use a Value Stream to design, develop and transition new services
- How to use a Value Stream to provide user support.
ITIL practices that 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.
If you want to get more information about this course, please contact us by phone +371 67505091 or send an e-mail at mrn@bda.lv.
