This course provides those IT leaders, practitioners and support staff who already hold the ITIL® v4 foundation qualification ...

ITIL® 4 Create, Deliver, and Support

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® v4 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® v4 best practice service value system featured in the latest 2019 guidelines.

Who should attend?

  • 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

Learning Objectives

The course will help to:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL® v4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services

Prerequisites

Candidates must hold the ITIL® v4 foundation certificate.

  • 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)
  • Number of questions: 40
  • Type of questions: multiple choice
  • Marks: 40 marks available.
  • Provisional pass mark: 70% or higher
  • Duration: 90 minutes (105 for non-native speakers)
  • This is a ‘closed book’ examination