ITIL_CDS, ITIL® 4 Specialist: Create, Deliver and Support

Kursa ilgums, akadēmiskās stundas:	24
Kursa cena, EUR (bez PVN):	1350,00

Plāni

Datums, laiks	Vieta	Valoda
15.jūlijs - 17.jūlijs, 2020 (9:00-16:15)	Tiešsaistē	Latviski	Pieteikties

 

Apraksts nav pieejams latviešu valodā

Course target

The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4. 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 3-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.

ITIL® is a registered trade mark of AXELOS Limited

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.

• 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.

After course students will be able to

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:

• 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

Course contents

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