COURSE OVERVIEW

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.

Target 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

COURSE 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

COURSE PREREQUISITES

Candidates must hold the ITIL 4 foundation certificate

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)

TEST CERTIFICATION

90 minutes, 40 multiple choice questions. Pass mark 28/40 – 70%

The exam is included in the course fee.