Öppna kurser

ITIL® 4 Specialist: Create, Deliver and Support

This ITIL 4 Specialist: Create, Deliver, and Support (CDS) course covers the 'core' service management activities and 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 while also covering supporting practices, methods, and tools and an understanding of service quality and improvement methods.

Utbildningsmål

  • Plan and build a service value stream to create, deliver and support service
  • Identify how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
  • Create, deliver, and support services
  • Practice exams, prep questions, and additional resources included
  • Continue learning and face new challenges with after-course one-on-one instructor coaching

Målgrupp

ITIL 4 Specialist Create, Deliver and Support is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services and those responsible for the end-to-end delivery.

Förkunskaper

Accredited training for the ITIL Managing Professional modules is mandatory to enable a complete understanding of the core material. All modules have ITIL 4 Foundation as a prerequisite.

Innehåll

Modul 1: Key Concepts of Service Management

  • Planning and building a service value stream
  • Organizational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, and competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Managing employee satisfaction 
  • The value of positive communications
  • Understanding how to use a "shift-left" approach
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement
  • Integration and data sharing
  • Robotic Process Automation (RPA)
  • Artificial Intelligence

Modul 2: CDS — ITIL Practices Across the Service Value Stream

  • Describing a value stream
  • Combining and decomposing value stream steps
  • Considerations for designing the value stream
  • Practices in the value stream
  • The value stream for user support

Modul 3: Create, Deliver, and Support Services

  • Managing queues and backlogs
  • Prioritizing work
  • Commercial and sourcing considerations
  • Defining sourcing requirements
  • Vendor selection techniques
  • Inviting internal providers to vendor selection
  • Sourcing models
  • Service integration and management considerations

Kursen levereras genom utbildningspartner: Learning Tree
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