ITIL ® 4 Create Deliver & Support
Duration
3 days
Course Delivery
Classroom or Virtual Classroom
Languages
English
Target Audience
The target audience for this qualification is :
• 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 existing ITIL qualification holders wishing to develop their knowledge.
Prerequisites
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.
About the Examination
The exam is closed book with 40
multiple choice questions. The pass
score is 70% (28 out of 40
questions). The exam lasts 90
minutes. The exam can be taken
Online.
Certificate
ITIL® 4 Create Deliver & Support
Credits
Upon successfully achieving the ITIL Foundation certificate, student
registered with PMI will be recognized with 21 Professional
Development Units (PDU’S).
Reference Materials
Additional reference materials are
not required for this course.
Course Description
ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established
ITSM practices in the wider context of customer experience, value streams,
and digital transformation, as well as embracing new ways of working, such
as Lean, Agile, and DevOps.
The ITIL 4 Certification scheme :
This course teaches not only how value streams can be built and managed
holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work. In so doing, it reflects new ways of approaching service management.
Course and Learning Objectives
This course prepares students for the ITIL 4 Create Deliver & Support exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.
The purpose of the ITIL 4 Create, Deliver and Support Qualification is :
• To provide the candidate with an understanding on how to integrate
different value streams and activities
• To create, deliver and support IT-enabled products and services, and
relevant practices, methods and tools
• To provide the candidate with an understanding of service
performance, service quality and improvement methods.
Course Approach
This course is delivered in a classroom setting using a case study and
exercises that are designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL 4 CDS test.
Four dimensions apply to each component of the SVS. They are:
• Organizations and people;
• Information and technology;
• Partners and suppliers;
• Value streams and processes.
Course Student Material
Students will receive an ITIL® CDS classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
Concepts Covered
1. Introduction.
- • Introduction
- • ITIL CDS in the Value Chain
2. Concept and Challenges
- • Organizational 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
- • The shift-left approach
3. Plan and Manage Resources
- • Team collaboration and integration
- • Workforce planning
- • Results based measuring and reporting
- • The culture of continual improvement
4. Information and Technology
- • 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
5. Value Streams General
- • What is a Value Stream?
- • Designing a Value Stream
- • Value stream metrics
6. Model Value Stream for New Service
- • Model Value Stream for new Services
- • Service Design practice
- • Software development and management practice
- • Deployment management practice
- • Release management practice
- • Service validation and testing
- • Change enablement
7. Value Stream for User Support
- • use a value stream to provide user support
- • Service desk
- • Incident management
- • Problem management
- • Knowledge management
- • Service level management
- • Monitoring and event management
8. Manage Work and Activities
- • Managing Work-in-progress and Backlogs
- • Prioritizing Work
- • ‘Build vs Buy’ considerations
- • Sourcing Options
- • Service integration and management
Get in Touch
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