Training: ITIL® 4 Specialist – Create, Deliver and Support

Module 1: Plan and build a service value stream to create, deliver and support services

• Lesson 1: Concepts and challemges (organisational structure, teams, customer-oriented mindset, employee satisfaction, positive communication)
• Lesson 2: ‘Shift-left’ approach
• Lesson 3: Plan and manage resources in the Service Value System (SVS)
• Lesson 4: Usage and value of information and technology across the SVS

Module 2: How relevant ITIL® practices contribute to create, deliver and support services across the SVS and value streams?

• Lesson 1: How to use value streams to design, develop and transition new services
• Lesson 2: How selected practices contribute to a value stream for a new service (design, development, valisation and testing, release, deployment, change)
• Lesson 3: How to use value streams to provide user support
• Lesson 4: How selected practices contribute to a value stream for user support (service desk, incident, problem, knowledge, service level, monitoring and event)

Module 3: How to create, deliver and support services?

• Lesson 1: How to co-ordinate, prioritize and structure work and activities to create, deliver and support services (incl. managing queues ans backlogs, prioritizing work)
• Lesson 2: Other considerations (buy or build, sourcing options, Service Integration And Management (SIAM)

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.