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ITIL® 4 Specialist: Create, Deliver, Support + examen

  • Code training ITIL4CDS
  • Duur 3 dagen

Class Connect Prijs

eur1.895,00

(excl. BTW)

Vraag een groepstraining aan Schrijf je in

Methode

Deze training is in de volgende formats beschikbaar:

  • Class Connect

    Verbind naar een klas in HD

  • E-learning (in je eigen tempo)

    Elektronisch leren in je eigen tempo

  • Klassikale training

    Klassikaal leren

  • Op locatie klant

    Op locatie klant

  • Virtueel leren

    Virtueel leren

Vraag deze training aan in een andere lesvorm.

Trainingsbeschrijving

Naar boven
This 3-day 'ITIL® 4 Specialist: Create, Deliver, Support (CDS)+ exam' course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

Class Connect™

Met Class Connect worden klaslokalen virtueel met elkaar verbonden. Class Connect biedt u de mogelijkheid om een training klassikaal op afstand bij te wonen in een Global Knowledge locatie bij u in de buurt. Een hoge kwaliteitsverbinding (HD audio en video) tussen de klaslokalen garandeert de cursisten een maximale interactie met de docent en met elkaar. Samen met uw medecursisten ziet u de docent en de andere cursisten op een groot scherm alsof u er zelf bijzit.

Doelgroep

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  • 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

Trainingsdoelstellingen

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The course will help students to understand:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL 4 Create, Deliver, Support examination

Inhoud training

Naar boven

Understand the concepts and challenges relating to the following across the service value system:

  • Organisational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction management
  • The value of positive communications


Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement

Understand the use and value of information and technology across the service value system:

  • Integrated service management toolsets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation (RPA)
  • Artificial intelligence and machine learning
  • Continuous integration and delivery/deployment (CI/CD)
  • Information models

Know how to use a value stream to design, develop and transition new services

Know how the following ITIL practices contribute to a value stream for a new service:

  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Enablement

Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support:

  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

  • Managing queues and backlogs
  • Prioritizing work
  • Understand the use and value of the following across the service value system:
  • Buy vs build considerations
  • Sourcing options
  • Service integration and management (SIAM)

Voorkennis

Naar boven
Candidates must hold the ITIL 4 foundation certificate Aanbevolen vereisten:

90 minutes, 40 multiple choice questions.  Pass mark 28/40 – 70%

The exam is included in the course fee.

Vervolgtrainingen

Naar boven
  • ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + examen
  • ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + examen
  • ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + examen
  • ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + examen
Voor vervolgstudie wordt het volgende aanbevolen:
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