ITIL 4 Create, Deliver and Support

The ITIL® 4 course. Create, Deliver and Support" (ITIL 4: Create, Deliver and Support) is the first and arguably the core of the entire ITIL 4 Managing Professional line in terms directly of the activities that should lead to the creation of valuable products and services for customers.

ITIL 4 Create, Deliver and Support PDF

The course focuses on integrating the different value streams and activities of an organisation to create, deliver and support IT products and IT services, as well as supporting practices, methods and tools.

There is a strong focus on people management, developing organisational culture and building effective teams, work prioritisation and contractor management, and an overview of emerging technologies (including machine learning, artificial intelligence, CI/CD and others).

All of this enables practitioners and managers to provide innovative and reliable high-tech services to their clients in an increasingly competitive environment.

IT Expert trainers - practitioners, consultants and managers with real-life experience in different economic sectors and companies of different sizes - are members of the Global ITIL Development Group for ITIL 4. Therefore, during the course you will learn not only how to apply ITIL recommendations in practice but also how to critically comprehend and adapt them to your needs.

The course is authored by IT Expert, accredited by PeopleCert, and prepares you for the official ITIL® 4 Specialist: Create, Deliver and Support exam.

1. Service management - basic concepts, definitions, principles (2 ac.hrs)

2 Organisations, people and culture (6 ac.hrs)

Organisational structures.

Model competence profiles.

Building effective teams.

Discussion: 8 simple guidelines for fostering positive team culture.

Developing a team culture.

A culture of continuous improvement.

Customer orientation. Important steps.

Discussion: What is service empathy?

Managing employee satisfaction and dealing with feedback.

Positive communication.

Resource planning.

Using information and technology to create, deliver and support services (3 ac hours)

Data integration and sharing.

Reporting and advanced analytics.

Big Data.

Collaborative tools and techniques.

Automation of workflow.

Robotic process automation (RPA).

Artificial intelligence (AI).

Machine learning (ML).

Discussion: application of AI and ML in service support.

Continuous integration, delivery and deployment (CI/CD).

Effective information models.

Integrated service management tools.

4. Value streams (1 ac.hour)

Flow decomposition.

Key aspects of flow design.

Description of the value stream.

Description of the value stream step.

Value stream mapping.

Metrics for value stream analysis.

5. Flow modelling to create a new service (7 ac.hrs)

The path from demand to value.

The steps of creating a new service.

Discussion: the steps of creating a service and the role of practices for each step.

A framework for key flow practices to create a new service:

Service design.

Software design and management.

Deployment management.

Release management.

Service validation and testing.

Change management.

6. Flow modelling for service recovery (7 ac.hrs)

Important aspects of design.

The steps of service recovery.

Discussion: the steps of service recovery and the role of practices for each step.

Structure of basic flow practices for service recovery:

Service desk.

Incident management.

Problem management.

Knowledge management.

Service level management.

Monitoring and event management.

Case study: defining value streams during service creation and recovery.

7. Work prioritisation (3 ac.hrs)

Work with bids.

Prioritisation and demand management.

Prioritisation methods.

Case study: prioritisation of requests.

Swarming (swarming method).

Shift-left.

Discussion: using swarming and shift-left in daily practice. 8.

8. Sourcing issues (1 ac.hour).

Partners, contractors and vendors.

Buy or do-it-yourself?

Sourcing strategy.

Discussion: factors that affect sourcing strategy.

Sourcing models and options.

Integration and management of services (SIAM). 9.

9. Debriefing (0.5 ac.h).

10. Certification information (1.5 ac.h.)

ITIL 4 Certification Scheme.

Details on ITIL® 4 Specialist: Create, Deliver and Support exam.

Mock exam with discussion of results