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ITIL Specialist: Create, Deliver and Support

New - Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.

This 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.


Please note that the syllabus and examination for this course is pending formal release by Axelos, and so the course outline and schedule below is offered on a best-endeavors basis and may be subject to change.

GK# 100437
Vendor Credits:
  • Global Knowledge Delivered Course
  • Training Exclusives
  • GSA Eligible
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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

What You'll Learn

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
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Preparation to sit the ITIL 4 foundation examination

Course Outline

  • 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) 
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Prerequisites

Candidates must hold the ITIL 4 Foundation certificate.

Related Certifications

This course prepares delegates for the ITIL 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL 4 Managing Professional status.

PDUs

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Classroom Live and Virtual Classroom Live

  • Leadership = 5
  • Strategic and Business Management = 8
  • Technical Project Management = 8

Total = 21

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Follow-On Courses