ITIL 4 Specialist – Create, Deliver & Support

 

This 3-day course covers the ’core’ service management activities and expands the current scope of ITIL to cover the ’creation’ of services.

This course is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities.

The course will help you to:

  • improve existing processes
  • effectively manage IT teams
  • optimize value streams and workflows
  • align digital services with business strategy
  • improve how services are developed
  • integrate new technologies embed Lean, Agile, and DevOps ways of working.
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ITIL 4 Specialist – Create, Deliver & Support


Nästa chans att gå denna kurs har en garanterad start och kommer att hållas 25-27 april i centrala Stockholm. Kursavgiften inkluderar Take 2 vilket innebär att du har gratis omcertifiering om du inte klarar första gången.


This 3-day ITIL® 4 Specialist Create Deliver and Support (ITIL 4 CDS) module covers the ’core’ service management activities and expands the current scope of ITIL to cover the ’creation’ of services.

The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management – detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

You’ll learn

  • Understand how to plan and build a service value stream to create, deliver, and support services:
    • Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the SVS
    • Understand the value of positive communications
    • Understand the planning and management of resources in the SVS
    • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
    • Learn how to design, develop, and transition a value stream using ITIL practices
    • Learn how to better provide user support using ITIL practices
  • Learn how to create, deliver, and support services:
    • Discover how to prioritize, structure, and coordinate work and activities
    • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
Length   3 days
Exam Student must pass a 90 minute, 40 question closed book multiple choice, examination with a passing score of 70% in order to receive this certification. An exam review is included in the course to help prepare attendees for the final exam. Included in the course is an exam voucher which enable the student to schedule the exam on any date and place after completion of the course.
Prereq   For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

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