ITIL® 4 Specialist Create, Deliver and Support + exam and retake

Základní info

Popis kurzu

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 group



  • 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


PRINCE2® and ITIL® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


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 group



  • 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


PRINCE2® and ITIL® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Určeno pro


  • 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

Obsah kurzu

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)


Follow-up training


ITIL 4 Specialist Drive Stakeholder Value


ITIL 4 Specialist High-velocity IT


ITIL 4 Strategist Direct, Plan and Improve


Itil scheme

Předpoklady

Candidates must hold the ITIL 4 Foundation certificate

Studijní materiály

V angličtině

Návaznosti

ITIL 4 Specialist Drive Stakeholder Value


ITIL 4 Specialist High-velocity IT


ITIL 4 Strategist Direct, Plan and Improve


Itil scheme

ITIL® 4 Specialist Create, Deliver and Support + exam and retake

Vybraný termín:

26.7.2021  Bratislavský kraj

Cena
31500 Kč + 21 % DPH

Termíny kurzu

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