ITIL 4 - the most recent release of ITIL® - was launched in Feb 2019. It's the first major update to the ITIL framework since 2007, designed in large part to keep up with recent trends in software development and IT operations


ITIL 4 CDS Create Deliver Support

ITIL 4 – Create, Deliver, Support

 

 Overview

 

Understand how to plan and build a service value stream to create, deliver and support services. Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams. Know how to create, deliver and support services. Preparation to sit the ITIL 4 Create, Deliver, Support examination Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system. Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement. Preparation to sit the ITIL 4 foundation examination

 Duration

 

Requirements

Candidates must hold the ITIL 4 Foundation certificate.

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
    • 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)