ITIL® 4 Specialist: Create, Deliver and Support

$799.00

Enroll Now! For ITIL 4 Specialist course which is a service management program that helps individuals in improving their skills & abilities in IT management profile.

ITIL® 4 Specialist: Create, Deliver and Support

$799.00

SKU: 7e277c33c3b0 Category:

Program Overview:

In this ITIL® 4 Specialist course, you will learn how to create, deliver, and support IT-enabled
products, while earning the ITIL 4 CDS Specialist certification. This ITIL 4 Specialist:
Direct, Plan, and Improve training will help you fully understand service performance,
service quality, and improvement, including relevant methods and tools. Upon successful
completion of this course, you will be career-ready for an important role in IT service
management.

Program Features:

  • 7.5 hours of online self-paced learning
  • Exam fee included
  • 2 simulation exams
  • 20 PDUs for self-paced learning

Delivery Mode:

Online self-learning

Prerequisites:

To be eligible for this ITIL Specialist training, applicants should have:

  • Passed the ITIL 4 Foundation examination
  • Attended an accredited training course for this module

Target Audience:

The ITIL Specialist certification is best suited for the following professionals :

  • ITSM managers
  • ITSM practitioners managing IT-enabled products and services
  • IT service management professionals
  • Professionals responsible for the end-to-end delivery of IT-enabled products and services, and existing ITIL qualification holders wishing to expand their knowledge

Key Learning Outcomes:

When you complete this ITIL 4 Specialist: Create, Deliver, and Support course,
you will have learned how to:

  • Integrate different value streams and activities to create, deliver and support IT-enabled products and services
  • Plan and build a service value stream to create, deliver, and support services
  • Implement the relevant methods and tools for service performance, service quality, and improvement

Certification Details and Criteria:

  • Complete the online self-learning course
  • Complete the course-end assessment with a minimum 80% score

Course Curriculum:

Lesson 01 – Course Introduction

1.01 ITIL 4 Specialist

Lesson 02 – Service Value System to Create, Deliver, and Support Services

  • 2.01 Service Value System to Create Deliver and Support Services
  • 2.02 Organizational Structure
  • 2.03 Differences in Organizational Structure
  • 2.04 Roles and Competencies
  • 2.05 Professional IT and Service Management Skills and Competencies
  • 2.06 Professional ITSM Skills and Competencies Examples
  • 2.07 Generalist or T-Shaped Models
  • 2.08 Developing a Broad Set of Competencies
  • 2.09 Workforce Planning and Management
  • 2.10 Employee Satisfaction Management
  • 2.11 Results-Based Measuring and Reporting
  • 2.12 Performance Measures
  • 2.13 Team Culture and Differences
  • 2.14 Importance of Cultural Fit
  • 2.15 Team Collaboration and Integration
  • 2.16 Guidelines for a Positive Team Culture
  • 2.17 Continual Improvement Culture
  • 2.18 Collaborative Culture
  • 2.19 Algorithmic and Heuristic Tasks
  • 2.20 Servant Leadership
  • 2.21 Customer-Oriented Mindset
  • 2.22 Customer Orientation
  • 2.23 Customer-Oriented Strategy
  • 2.24 The Value of Positive Communication
  • 2.25 Principles of Communication
  • 2.26 Integration and Data Sharing
  • 2.27 Integration Approaches
  • 2.28 Reporting and Advanced Analytics
  • 2.29 Big Data
  • 2.30 Collaboration and Workflow
  • 2.31 Robotic Process Automation (RPA)
  • 2.32 RPA Technologies
  • 2.33 Artificial Intelligence AI
  • 2.34 Machine Learning
  • 2.35 CI/CD
  • 2.36 Goals and Value Measurement
  • 2.37 Aligning CI/CD with ITIL
  • 2.38 The Value of an Effective Information Model
  • 2.39 Automation of Service Management
  • 2.40 Key Takeaways

Lesson 03 – Value Streams to Create, Deliver, and Support

  • 3.01 Value Streams to Create, Deliver, and Support Services
  • 3.02 ITIL Service Value Streams
  • 3.03 Value Streams and Organizations
  • 3.04 Value Stream Considerations – Part One
  • 3.05 Value Stream Considerations – Part Two
  • 3.06 Value Stream Considerations – Part Three
  • 3.07 Designing a Service Value Stream
  • 3.08 Describing a Step of the Value Stream
  • 3.09 Value Stream Mapping
  • 3.10 Key Metrics for Analyzing a Value Stream
  • 3.11 Designing a Value Stream Using Little’s Law
  • 3.12 Value Stream Models
  • 3.13 Development of a New Service
  • 3.14 Six Key Steps of Journey from Demand
  • 3.15 Acknowledge and Document the Service Requirements
  • 3.16 Decide Whether to Invest in the New Service
  • 3.17 Design and Architect the New Service to Meet Customer Requirements
  • 3.18 Obtain or Build Within the Service Value Chain
  • 3.19 Deploy Service Components in Preparation for Launch
  • 3.20 Release New Service to Customers and Users
  • 3.21 Upgrade and Restore a Live Service
  • 3.22 Seven Key Steps of Journey from Demand to Value
  • 3.23 Acknowledge and Register the User Query
  • 3.24 Investigate the Query
  • 3.25 Obtain a Fix from the Specialist Team
  • 3.26 Deploy the Fix
  • 3.27 Verify That the Incident Has Been Resolved
  • 3.28 Request Feedback from the User
  • 3.29 Identify Opportunities to Improve the Overall System
  • 3.30 Using Value Streams to Define a Minimum Viable Practice
  • 3.31 Key Takeaways

Lesson 04 – Create, Deliver, and Support Services

  • 4.01 Create Deliver and Support Services
  • 4.02 Managing Queues
  • 4.03 Prioritization
  • 4.04 How to Prioritize Work
  • 4.05 Techniques to Prioritize Work – Part One
  • 4.06 Techniques to Prioritize Work – Part Two
  • 4.07 Swarming
  • 4.08 Challenges of Swarming
  • 4.09 Shift-Left Approach
  • 4.10 Build vs. Buy Considerations
  • 4.11 Defining Requirements for Service Components
  • 4.12 Selecting a Suitable Vendor
  • 4.13 Sourcing Models and Options
  • 4.14 Types of Sourcing Models
  • 4.15 Service Integration and Management
  • 4.16 Service Integration and Management Considerations
  • 4.17 Key Takeaways