ITIL 4 CREATE DELIVER & SUPPORT

ITIL 4 CREATE DELIVER & SUPPORT

Summary

Location

Location

Malaysia

Duration

Duration

3 Days
Format

Format

Public Class

Public Class

Course Details

Course Code: CDS; Duration: 3 Days; Instructor Led

Exam is included

Audience

The target audience for this qualification is: 

  • 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
  • Existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course

Methodology

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise.

Course Objectives

This course prepares students for the ITIL 4 Create Deliver & Support exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus, to be awarded the ITIL 4 Create, Deliver and Support qualification.

The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

To provide the candidate with an understanding on how to integrate different value streams and activities

  •  To create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
  • To provide the candidate with an understanding of service performance, service quality and improvement methods.

 

 

 

Outlines

  • Introduction
  • ITIL CDS in the Value Chain
  • Organizational 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
  • The shift-left approach
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement
  • 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
  • What is a Value Stream?
  • Designing a Value Stream
  • Value stream metrics
  • Model Value Stream for new services
  • Service Design practice
  • Software development and management practice
  • Deployment management practice
  • Release management practice
  • Service validation and testing
  • Change enablement
  • use a value stream to provide user support
  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management
  • Managing Work-in-progress and Backlogs
  • Prioritizing Work
  • ‘Build vs Buy’ considerations
  • Sourcing Options
  • Service integration and management

Trainers

Reviews

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ITIL 4 CREATE DELIVER & SUPPORT

Starting From
RM6900
Intake Date
25-27 SEPT 2023, 6-8 NOV 2023
Class Type
Private, Public

Why Us

Variety of Courses

Variety of Courses

Customizable Class

Customizable Class

Consultants Facilitate

Consultants Facilitate

HRDF Claimable

HRDF Claimable

Professional Certifications

Professional Certifications

Free Chat to Get Quote

Free Chat to Get Quote

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