دورة ITIL 4 الإنشاء, التوصيل و الدعم (CDS)

السعر أونلاين: 1500 ريال سعودي

السعر حضور: 2500 ريال سعودي

مدة الدورة: 3 ايام

المدة بالساعات: 20 ساعة/ساعات

المدرب: معهد علوم الهندسة

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

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