The ITIL® 4 Specialist Create, Deliver and Support course is an essential part of the ITIL 4 certification path and focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services. Aimed at IT service management practitioners, this course equips learners with the know-how to foster an effective team culture, improve organizational structures, and implement a continuous improvement culture to enhance service quality and efficiency. Learners will delve into the intricacies of information technology integration, including Advanced analytics, Robotic process automation, and AI, to streamline service creation and support. The course also covers the design and mapping of value streams, prioritizing work using a Shift-left approach, and considers Commercial and sourcing models to optimize service delivery. By completing this course, individuals will be well-versed in sophisticated service management techniques that drive Customer satisfaction and business success.
Who Should Attend?
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
Prerequisites
Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate.
ITIL®4 Foundation
Course Syllabus
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
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
Module 7: Prioritize and Manage Work
Managing Queues and Backlogs
Prioritizing Work
Shift-Left Approach
Commercial and Sourcing Considerations
Build or Buy
Sourcing Models
Service Integration and Management
ITIL® 4 Specialist: Create, Deliver and Support
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