ITIL® 4 Specialist: Create, Deliver & Support (Live Virtual Class)

Blended learning

Duration

 3,00 day(s)

Language(s) of service

EN FR

Next session

Who is organizing this training?

OXiane est spécialisé dans la conception et la réalisation de formations informatiques et de supports de cours pédagogiques sur les dernières technologies. Nos différentes filières permettent de couvrir tous les besoins en formation que ce soit en IT au sens large, mais également "Utilisateurs" et "Soft Skills" en Management, Communication & leadership.

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Who is the training for?

Architectes, Chefs de projets, Consultants, Consultants informatiques, Directeurs de projets, Ingénieurs, Professionnels de l’IT

Prerequisites

To participate in this course, participants must hold the ITIL 4 Foundation certificate. Participants must provide us with a copy of their certificate when registering to be admitted to this course.

Goals

Our 3-day "ITIL® 4 Specialist: Create, Deliver and Support" module is part of the Managing Professional stream for ITIL 4 and is part of the certifications needed towards the "Managing Professional MP" qualification.

This course covers the integration of proven IT areas of work, from the design, building and testing to the launch, run and support of products and services. This module also provides guidance on building and maintaining professional skills as collaboration, strong and positive culture, integrated teams and employee satisfaction.

The Create, Deliver and Support module aligns with the middle part of the ITIL 4 value chain, which is about creating, delivering and supporting services.

Participants will acquire the relevant knowledge and experience through presentations, activities, exercises and examples included in the course, and will be prepared to pass the ITIL® Specialist: Create, Deliver & Support certification exam.

  • How to plan and build a service value stream to create, deliver and support services
  • The benefits and challenges of service quality and a continual improvement culture
  • How to deliver innovative and reliable tech-enabled services to their customers in an increasingly competitive market

Contents

Organization and Culture
  • Organizational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication
Effective Teams
  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting
Information Technology to Create, Deliver and Support Service
  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model
Value Stream
  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping
Value Stream to Create, Deliver and Support Services
  • Value Stream for Creation of a New Service
Value Stream for User Support
  • Value Stream Model for Restoration of a Live Service
Prioritize and Manage Work
  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-Left Approach
Commercial and Sourcing Considerations
  • Build or Buy
  • Sourcing Models
  • Service Integration and Management
  • Preparing for the exam: mock exam

Certificate, diploma

Une attestation de participation sera transmise aux participants

Organization contact details

Fiona Marin

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