ITIL® 4 - Create, Deliver, Support - Including Exam

ITIL® 4 - Create, Deliver, Support - Including Exam 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.

• This course includes a web proctored exam.

Skills Gained

• After you complete this course 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 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.

Who will the Course Benefit?

This course is aimed at:

• 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.

Requirements

• Attendees should meet the following prerequisites:

• Candidates must hold the ITIL 4 foundation certificate.

NOTE: Course technical content is subject to change without notice.

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Course Contents

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)