ITIL 4 Specialist:Create, Deliver and Support Course
Table of Contents:Program OverviewKey Learning OutcomesProgram FeaturesCertification Details and CriteriaDelivery ModeCourse CurriculumPrerequisitesCustomer ReviewsTarget AudienceAbout UsProgram Overview:In this ITIL 4 Specialist course, you will learn how to create, deliver, and support IT-enabledproducts, 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 successfulcompletion of this course, you will be career-ready for an important role in IT servicemanagement.Program Features:7.5 hours of online self-paced learningExam fee included2 simulation exams20 PDUs for self-paced learningDelivery Mode:Online self-learningPrerequisites:To be eligible for this ITIL Specialist training, applicants should have:Passed the ITIL 4 Foundation examinationAttended an accredited training course for this module
Target Audience:The ITIL Specialist certification is best suited for the following professionals :ITSM managersITSM practitioners managing IT-enabled products and servicesIT service management professionalsProfessionals responsible for the end-to-end delivery of IT-enabled products and services, andexisting ITIL qualification holders wishing to expand their knowledgeKey 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-enabledproducts and servicesPlan and build a service value stream to create, deliver, and support servicesImplement the relevant methods and tools for service performance, service quality, andimprovementCertification Details and Criteria:Complete the online self-learning courseComplete the course-end assessment with a minimum 80% score
Course Curriculum:Lesson 01 - Course Introduction1.01 ITIL 4 SpecialistLesson 02 - Service Value System to Create, Deliver,and Support Services2.01 Service Value System to Create Deliver and Support Services2.02 Organizational Structure2.03 Differences in Organizational Structure2.04 Roles and Competencies2.05 Professional IT and Service Management Skills and Competencies2.06 Professional ITSM Skills and Competencies Examples2.07 Generalist or T-Shaped Models2.08 Developing a Broad Set of Competencies2.09 Workforce Planning and Management2.10 Employee Satisfaction Management2.11 Results-Based Measuring and Reporting2.12 Performance Measures2.13 Team Culture and Differences2.14 Importance of Cultural Fit2.15 Team Collaboration and Integration2.16 Guidelines for a Positive Team Culture2.17 Continual Improvement Culture2.18 Collaborative Culture2.19 Algorithmic and Heuristic Tasks2.20 Servant Leadership2.21 Customer-Oriented Mindset2.22 Customer Orientation2.23 Customer-Oriented Strategy2.24 The Value of Positive Communication2.25 Principles of Communication2.26 Integration and Data Sharing2.27 Integration Approaches
2.28 Reporting and Advanced Analytics2.29 Big Data2.30 Collaboration and Workflow2.31 Robotic Process Automation (RPA)2.32 RPA Technologies2.33 Artificial Intelligence AI2.34 Machine Learning2.35 CI/CD2.36 Goals and Value Measurement2.37 Aligning CI/CD with ITIL2.38 The Value of an Effective Information Model2.39 Automation of Service Management2.40 Key TakeawaysLesson 03 - Value Streams to Create,Deliver, and Support3.01 Value Streams to Create, Deliver, and Support Services3.02 ITIL Service Value Streams3.03 Value Streams and Organizations3.04 Value Stream Considerations - Part One3.05 Value Stream Considerations - Part Two3.06 Value Stream Considerations - Part Three3.07 Designing a Service Value Stream3.08 Describing a Step of the Value Stream3.09 Value Stream Mapping3.10 Key Metrics for Analyzing a Value Stream3.11 Designing a Value Stream Using Little’s Law3.12 Value Stream Models3.13 Development of a New Service3.14 Six Key Steps of Journey from Demand3.15 Acknowledge and Document the Service Requirements3.16 Decide Whether to Invest in the New Service3.17 Design and Architect the New Service to Meet Customer Requirements3.18 Obtain or Build Within the Service Value Chain3.19 Deploy Service Components in Preparation for Launch3.20 Release New Service to Customers and Users3.21 Upgrade and Restore a Live Service
3.22 Seven Key Steps of Journey from Demand to Value3.23 Acknowledge and Register the User Query3.24 Investigate the Query3.25 Obtain a Fix from the Specialist Team3.26 Deploy the Fix3.27 Verify That the Incident Has Been Resolved3.28 Request Feedback from the User3.29 Identify Opportunities to Improve the Overall System3.30 Using Value Streams to Define a Minimum Viable Practice3.31 Key TakeawaysLesson 04 - Create, Deliver, and Support Services4.01 Create Deliver and Support Services4.02 Managing Queues4.03 Prioritization4.04 How to Prioritize Work4.05 Techniques to Prioritize Work - Part One4.06 Techniques to Prioritize Work - Part Two4.07 Swarming4.08 Challenges of Swarming4.09 Shift-Left Approach4.10 Build vs. Buy Considerations4.11 Defining Requirements for Service Components4.12 Selecting a Suitable Vendor4.13 Sourcing Models and Options4.14 Types of Sourcing Models4.15 Service Integration and Management4.16 Service Integration and Management Considerations4.17 Key Takeaways
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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 qualit