ITIL® 4 Specialist: Create Deliver And Support Certification - Netherlands

ITIL 4 Specialist: Create, Deliver and Support Course Outline

Module 1: Concepts and Challenges Across the Service Value System

• Organisational Structures
• Employee Satisfaction
• Building Effective Teams – Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Generalist or ‘T-shaped’ Models
• Developing a Broad Set of Competencies
• Developing Team Culture – What is Team Culture?
• What does Cultural Fit Mean and Why is it so Important?
• How to Develop and Nurture Good Team Culture?
• A Continual Improvement Culture
• A Collaborative Culture
• Align with the Type of Work
• Learn Through Collaboration
• Servant Leadership
• Customer Orientation: Putting the Customer First
• Customer Experience
• Positive Communication

Module 2: How to Use a ‘Shift-Left’ Approach?

• Shift-Left Approach
• Building a Shift-Left Approach

Module 3: How to Plan and Manage Resources in the Service Value System?

• Workforce Planning and management
• Results-Based Approach
• Challenges

Module 4: Use and Value of Information and Technology Across the Service Value System

• Integration and Data Sharing
• Integration Topologies
• Integration Approaches
• Reporting and Advanced Analytics
• Data Analytics
• Big Data
• Collaboration and Workflow
• Tools and Capabilities
• Robotic Process Automation
• RPA Technologies
• Artificial Intelligence
• Application and value
• Machine Learning
• Supervised Learning
• Benefits and Limitations of Machine Learning
• Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
• Goals and Value Measurement
• CI/CD Pipeline
• Aligning CI/CD with ITIL®
• How Would ITIL Deploy a Change?
• CI/CD Does Not Suit Every Situation
• Value of an Effective Information Model
• Anatomy of an Information Model
• Integrated Service Management Toolsets
• Service Management Toolset Expectations

Module 5: How to Use a Value Stream to Design, Develop and Transition New Services?

• Value Streams to Create, Deliver, and Support Services
• ITIL® Service Value Streams
• Structure of an ITIL® Service Value Stream
• Value Streams and Organisations
• Design Thinking
• Designing a Service Value Stream
• Describing a Step of a Value Stream
• Value Stream Mapping
• Key Metrics When Analysing a Value Stream
• Process Timing
• Simple Representation of a Value Stream
• Complex Representation of a Value Stream
• Model Value Streams for Creation, Delivery, and Support
• Development of a New Service
• Design Considerations
• Demand to Value
• Development of a New Service
• Step 1: Acknowledge and Document the Service Requirements
• Step 2: Decide Whether to Invest in the New Service
• Step 3: Design and Architect the New Service to Meet Customer Requirements
• Step 4: Build, Configure, or Buy Service Components
• Step 5: Deploy Service Components in Preparation for Launch
• Step 6: Deliver and Support Within the Service Value Chain

Module 6: How ITIL® Practices Contribute to a Value Stream for a New Service?

• Service Design
• Software Development and Management
• Deployment Management
• Release Management
• Service Validation and Testing
• Change Enablement

Module 7: How ITIL® Practices Contribute to a Value Stream to Provide User Support?

• Restoration of a Live Service
• Design Considerations
• Demand and Value
• Journey from Demand to Value
• Restoration of a Live Service
• Step 1: Acknowledge and Register the User Query
• Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
• Step 3: Obtain a Fix from the specialist team
• Step 4: Deploy the Fix
• Step 5: Verify that the Incident has been Resolved
• Step 6: Request Feedback from the User
• Step 7: Identify Opportunities to Improve the Overall System

Module 8: How ITIL® Practices Contribute to a Value Stream for User Support?

• Service Desk
• Incident Management
• Problem Management
• Knowledge Management
• Service Level Management
• Monitoring and Event Management

Module 9: How to Co-Ordinate, Prioritise, and Structure Work and Activities to Create, Deliver, and Support Services?

• Why do we need to Prioritise Work?
• Managing Work as Tickets
• Prioritisation and Demand Management
• How to Prioritise Work?
• WSJF (Priority)
• Swarming
• Commercial and Sourcing Considerations
• ‘Build or Buy’ Considerations
• Commodification
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Options and Models
• Outsourcing Considerations
• Service Integration and Management