Opleiding: ITIL® 4 Specialist: Create, Deliver and Support E-Learning Bundle (On-line proctored Exam, Official certification e-Book, Official Training Material, Learner Kit, eLearning 12-month access) [PC-ITIL4CDS]

OVERVIEW

 Enhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement.

What’s included:

• 12 month online access
• Official eBook
• Exam voucher – available in 9 languages: Chinese, English, French, German, Italian, Japanese, Polish, Portuguese (Brazil), Spanish
• Learning Resource Kit
• Interactive eLearning
• Auto-marked sample papers, Casestudies and Practical exercises
• Device-friendly Mobile-optimised
• 2-3 hour content

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved

OBJECTIVES

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
  

CONTENT

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)