ITIL® 4 Specialist - Create, Deliver, Support - Examen inclus
- Référence ITIL4CDS
- Durée 3 jour(s)
Modalité pédagogique
Aller à:
Modalité pédagogique
La formation est disponible dans les formats suivants:
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Classe inter à distance
Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.
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E-Learning
Pour cette formation, il existe aussi un produit d’auto-formation en ligne. Nous consulter.
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Classe inter en présentiel
Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.
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Intra-entreprise
Cette formation est délivrable en groupe privé, et adaptable selon les besoins de l’entreprise. Nous consulter.
Demander cette formation dans un format différent
Résumé
Haut de pageEnhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement.
What’s included:
- 12 month online access
- Official eBook
- Exam voucher – available in 9 languages
- Learning Resource Kit
- Interactive eLearning
- Auto-marked sample papers, Casestudies and Practical exercises
- Device-friendly Mobile-optimised
- 2-3 hour content
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
e-Learning
Interactive self-paced content that provides flexibility in terms of pace, place and time to suit individuals and organisations. These resources also consist of online books, educational podcasts and vodcasts, and video-based learning.
Public
Haut de page- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
Objectifs de la formation
Haut de pageThe course will help students to understand:
- Understand how to plan and build a service value stream to create, deliver and support services
- Know how relevant ITIL® 4 practices contribute to creation, delivery and support across the SVS and value streams
- Know how to create, deliver and support services
- Preparation to sit the ITIL® 4 Create, Deliver, Support examination
Programme détaillé
Haut de pageUnderstand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction management
- The value of positive communications
Understand how to use a ‘shift left’ approach
Know how to plan and manage resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement
Understand the use and value of information and technology across the service value system:
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous integration and delivery/deployment (CI/CD)
- Information models
Know how to use a value stream to design, develop and transition new services
Know how the following 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
Know how to use a value stream to provide user support
Know how the following 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
Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritizing work
- Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
Pré-requis
Haut de pageCertification
Haut de page90 minutes, 40 multiple choice questions. Pass mark 28/40 – 70%
The exam is included in the course fee.
Et après
Haut de page- ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + examen
- ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + examen
- ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + examen
- ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + examen
- ITIL4AMC - ITIL® 4 Specialist: Acquiring & Managing Cloud Services - Examen inclus
- ITIL4DITS - ITIL® 4 Leader - Digital and IT Strategy - Examen inclus
- ITIL4DPI - ITIL® 4 Strategist - Direct, Plan, Improve - Examen inclus
- ITIL4DSV - ITIL® 4 Specialist - Drive Stakeholder Value - Examen inclus
- ITIL4HVIT - ITIL® 4 Specialist - High Velocity IT - Examen inclus
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