Training: ITIL® 4 Specialist – Create, Deliver and Support

Ref. ITIL4-02

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Duration:

3

days

Exam:

Included

Level:

Intermediate

PDUs:

21 PDUs

Funding:

Temptraining

ITTA | Trainings | Management | IT Service Management | ITIL® 4 Specialist – Create, Deliver and Support

Description

This course covers the ‘core’ service management activities and expands the current scope of ITIL® to cover the ‘creation’ of services. It 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. It will also cover service performance and will give practitioners an understanding of service quality and improvement methods. Finally, it will enable IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

Participant profiles

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
Existing ITIL qualification holders wishing to develop their knowledge

Objectives

Understand how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
Understand service performance, service quality and improvement methods

Prerequisites

To be ITIL® v4 Foundation certified

Course content

Module 1: Plan and build a service value stream to create, deliver and support services

Lesson 1: Concepts and challemges (organisational structure, teams, customer-oriented mindset, employee satisfaction, positive communication)
Lesson 2: ‘Shift-left’ approach
Lesson 3: Plan and manage resources in the Service Value System (SVS)
Lesson 4: Usage and value of information and technology across the SVS

Module 2: How relevant ITIL® practices contribute to create, deliver and support services across the SVS and value streams?

Lesson 1: How to use value streams to design, develop and transition new services
Lesson 2: How selected practices contribute to a value stream for a new service (design, development, valisation and testing, release, deployment, change)
Lesson 3: How to use value streams to provide user support
Lesson 4: How selected practices contribute to a value stream for user support (service desk, incident, problem, knowledge, service level, monitoring and event)

Module 3: How to create, deliver and support services?

Lesson 1: How to co-ordinate, prioritize and structure work and activities to create, deliver and support services (incl. managing queues ans backlogs, prioritizing work)
Lesson 2: Other considerations (buy or build, sourcing options, Service Integration And Management (SIAM)

Documentation

Accredited courseware
Official “ITIL® 4 Create, Deliver & Support” Axelos publication

Lab / Exercises

This course offers:

Exercices pratiques de travail en équipe

Exam

This course prepares to the exam:

ITIL 4® Create, Deliver & Support

This accredited course is mandatory to enable full understanding of the core material.

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.