ITIL 4 Specialist Create, Deliver and Support


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Length: 3.0 day (24 hours)

 

This course delves into the core service management activities and expands the scope of ITIL to encompass service creation. It focuses on integrating various value streams and activities to effectively create, deliver, and support IT-enabled products and services

  • IT practitioners and leaders involved in designing, delivering, and supporting digital products and services.
  • Individuals responsible for development, deployment, and monitoring activities
  • ITIL 4 Foundation certification

Start with the customer – find out what they want and give it to them.

Course objectivesCourse outlines

Course objectives

After completing this course, students will be able to:

    • Improve existing processes
    • Effectively manage IT teams
    • Optimize value streams and workflows
    • Align digital services with business strategy 1  
    • Enhance service development processes
    • Integrate new technologies
    • Embed Lean, Agile, and DevOps practices

Course outlines

  • 1.      Introduction to ITIL 4
    • Overview of ITIL 4
    • Key concepts and principles
    • Relationship to other frameworks (e.g., Lean, Agile, DevOps)
  • 2.      Service Value Chain
    • Understanding the Service Value Chain
    • Key activities and processes
    • Role of value streams and workflows
  • 3.      Service Management Practices
    • Plan: Strategy, portfolio, and financial management
    • Improve: Continual improvement and innovation management
    • Engage: Relationship management and service desk
    • Design: Service design and technical management
    • Build: Service transition and release management
    • Deliver and Support: Service operation and incident management
    • Obtain/Build: Supplier management and architecture management
  • 4.      Service Management Practices in Detail
    • o    Service Design:
      • Designing services to meet customer needs
      • Creating service designs and technical designs
    • o    Service Transition:
      • Planning and managing the transition of new or changed services
      • Deploying and releasing services
    • o    Service Operation:
      • Managing day-to-day operations
      • Providing support services
    • o    Incident Management:
      • Detecting, logging, and resolving incidents
      • Restoring normal service operation
  • 5.      Integrating Lean, Agile, and DevOps
    • Applying Lean principles to IT service management
    • Using Agile methods for service delivery
    • Leveraging DevOps practices for faster delivery
  • 6.      Exam Preparation
    • Exam format and structure
    • Exam tips and strategies
    • Practice exam questions

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