ITIL® (Version 4) Specialist: Create, Deliver and Support

Course Duration

3 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

ITIL 4 Foundation certification is required prior to attending this course.

Course Description

Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. 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.

Learning Objectives

• Understand how organizational structure, team capabilities, and culture contribute to an effective service value system
• Apply a shift-left approach to support and service delivery
• Plan and manage workforce resources across integrated service value chains
• Leverage information and technology tools including automation, AI, and CI/CD within IT service management
• Use value stream mapping to design, develop, and transition new IT-enabled services
• Apply key ITIL practices — including service design, change enablement, release management, and incident management — within a value stream context

Course 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’ 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