Target Audience
This course is aimed at:
- 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.
Course Objectives
After you complete this course you will be able to:
- 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.
Course 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)
Course Prerequisites
Attendees should meet the following prerequisites:
Candidates must hold the ITIL® 4 foundation certificate.
Test Certification
Recommended preparation for exam(s):
- ITIL® 4 - Create, Deliver, Support
The exam is 90 minutes long, 40 multiple choice questions. Pass mark 28/40 – 70%
Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.
