Toutes nos formations sont désormais disponibles en "Live Virtual classes". Contactez-nous pour plus d’informations : formation@oxiane.luToutes nos formations sont désormais disponibles en "Live Virtual classes". Contactez-nous pour plus d’informations : formation@oxiane.lu

Itil®4 Specialist : Create, Deliver & Support

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Our 3-day “ITIL® 4 Specialist: Create, Deliver and Support” module is part of the Managing Professional stream for ITIL 4 and is part of the certifications needed towards the “Managing Professional MP” qualification.

This course covers the integration of proven IT areas of work, from the design, building and testing to the launch, run and support of products and services. This module also provides guidance on building and maintaining professional skills as collaboration, strong and positive culture, integrated teams and employee satisfaction.

The Create, Deliver and Support module aligns with the middle part of the ITIL 4 value chain, which is about creating, delivering and supporting services.

Participants will acquire the relevant knowledge and experience through presentations, activities, exercises and examples included in the course, and will be prepared to pass the ITIL® Specialist: Create, Deliver & Support certification exam.

1650 € HT 3 jours ITILSCDS

Programme

1. Organization and Culture

  • Organizational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication

2. Effective Teams

  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting

3. Information Technology to Create, Deliver and Support Service

  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model

4. Value Stream

  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

5. Value Stream to Create, Deliver and Support Services

  • Value Stream for Creation of a New Service

6. Value Stream for User Support

  • Value Stream Model for Restoration of a Live Service

7. Prioritize and Manage Work

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-Left Approach

 8. Commercial and Sourcing Considerations

  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

Preparing for the exam: mock exam