The course 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.
What's included:
Course Videos
Self-Study Guide
Pre-course reading (eBook)
Post-course reading (eBook)
Quick Reference Cards (eBook)
Sample Exam (quiz)
Practice Questions (quiz)
Course Outline
Course Introduction Module 1: Organization and Culture
Organizational Structures
Team Culture
Continuous Improvement
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 Shift-Left Approach
Prioritizing Work
Module 8: Commercial and Sourcing Considerations
Build or Buy
Sourcing Models
Service Integration and Management
Target 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. Its target audience includes but is not limited to:
Business Managers
Business Process Owners
IT Consultants
IT Developers
IT Management
IT Support Staff
Service Providers
System Integrators
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
Prerequisites
A candidate must have passed the ITIL® 4 Foundation examination
