مميزات التدريب:
- امكانية تحديد تاريخ الدورة بعد تأكيد الحجز.
- خصم 50% للمتدرب الثاني.
Overview
- ITIL® V4 Specialist Create, Deliver and Support certification is the ‘core’ service management program, and is relevant to everyone working in a service management
- Whether a student is keen on going for the ITIL® Managing Professional Designation or not, this certification is a must-have for anyone working in
- This course will also cover service performance and will give professionals a comprehension of service quality and improvement
- ITIL® 4 Specialist Create, Deliver, and Support is aimed at ITSM professionals dealing with the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.
Learning Objectives
After completion of this course; you will learn the following:
- Learn how to create, deliver & support services
- Learn how to design, develop & transition a value stream using ITIL® practices
- Learn how to provide better user support using ITIL® practices
- Understand how to plan & build a service value stream to create, deliver, and support services
- Understand the planning & management of resources in the SVS
- Discover how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS & value streams
- Discover how to prioritize, structure, and coordinate work & activities
Target Audience
Job roles that can take up ITIL® v4 training include, but are not limited to:
- IT Service Management Professionals
- Service Desk Directors/Managers
- IT Infrastructure & Support Directors/Managers
- Senior Service & Support Analysts
- Service Level Management Directors/Managers
- Program/Project Directors/Managers
The Main Topic of the Course
- Module 1: Organization and Culture
- Module 2: Effective Teams
- Module 3: Information Technology to Create, Deliver and Support Service
- Module 4: Value Stream
- Module 5: Value Stream to Create, Deliver and Support Services
- Module 6: Value Stream for User Support
- Module 7: Prioritize and Manage Work
- Module 8: Commercial and Sourcing Considerations
Exam Prerequisites
- There are no prerequisites to take up the ITIL® 4 Foundation certification However, it is recommended that participants take up ITIL® 4 Foundation course from an Accredited Training Provider
- It is recommended that participants have at least 1-2 years of experience in working for an IT-based company, but not mandatory
Course Outlines and Training Plan
Module 1 :
- Organizational Structures
- Team Culture
- Continuous Improvement Culture
- Collaborative Culture
- Customer-Oriented Mindset
- Positive Communication
Module 2:
- Capabilities, Roles, and Competencies
- Workforce Planning
- Employee Satisfaction Management
- Results-Based Measuring and Reporting
Module 3:
- Integration and Data Sharing
- Reporting and Advanced Analytics
- Collaboration and Workflow
- Robotic Process Automation
- Artificial Intelligence and Machine Learning
- CI/CD
- Information Model
Module 4:
- Anatomy of a Value Stream
- Designing a Value Stream
- Value Stream Mapping
Module 5:
- Value Stream for Creation of a New Service
Module 6:
- Value Stream Model for Restoration of a Live Service
Module 7:
- Managing Queues and Backlogs
- Prioritizing Work
- Shift-Left Approach
Module 8:
- Build or Buy
- Sourcing Models
- Service Integration and Management
