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 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.
Learning Objectives:
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
Agenda:
Program day 1)
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
Program day 2)
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
Program day 3)
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
Exam Preparation:
• Exam
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 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
Prerequisites:
• For taking the ITIL® 4 Specialist: Create, Deliver and Support course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.
Language:
• English course material, Norwegian instructor