ITIL® 4 Specialist: Create, Deliver and Support Training
Course Code: ITSM-15
Duration: 3 Days
Price: SGD 600.00
Classroom Schedule
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Virtual Schedule
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Course Description
- Create, Deliver and Support covers all areas of IT from design to launch and support of products and services.
- Gain the practical skills to plan and build a Service Value Stream to create, deliver and support services.
- Immersive learning with a blend of live sessions, self-paced videos, case studies, assessments and more.
Objectives
Audience
Prerequisites
- ITIL® 4 Foundation
Content
1. Introduction
Describe the evolution of ITIL, Define different components of ITIL, and List the benefits of ITIL. Explain value from the perspective of service providers and service consumers.
Topics:
- About ITIL® 4
- Components of ITIL® 4 Framework
- Benefits of ITIL®
- Value
2. Evolution of Professionalism in IT and Service Management
Understand the organizational structure and types. Learn how to build an effective team focusing on value creation. Get a deep understanding of the need and the characteristics of team culture.
Topics:
- Organizations, People and Culture
- Building Effective Teams
- Developing Team Culture
3. Use of Information and Technology to Create, Deliver and Support Services
Get an understanding of integration topologies and data sharing through integration. Understand the basics of Data Analytics and Big Data, and know more about collaboration and workflows. Get a brief understanding of RPA, AI, and ML. Describe the CI/CD. Understand the information model and identify the toolsets used in automation.
Topics:
- Integrating and Data Sharing
- Reporting and advanced analytics
- Collaboration and Workflow
- Robotic Process Automation
- Artificial Intelligence
- Machine Learning
- Continuous integration, continuous delivery, and continuous deployment
- Value of an effective information model
- Automation of service management
4. Value Streams to Create, Deliver and Support Services
Identify value streams involving different scenarios. Describe the value stream for CDS. Understand the concept of the MVP.
Topics:
- ITIL® Service Value Streams
- Model value streams for Creation, Delivery, and Support
- Using value streams to define a minimum viable practice
5. Prioritizing and Managing Work
Analyze the need and how to prioritize work. Identify the different factors to consider during sourcing strategy.
Topics:
- Need for prioritizing work
- Commercials and sourcing considerations