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ITIL Specialist: Create, Deliver and Support

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.

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Objectives

·         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

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’ approachKnow 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 servicesKnow 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 supportKnow 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)

Audience

·         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

  • Candidates must hold the ITIL 4 Foundation certificate.

Duration

3 Days

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