دورة ITIL 4 الإنشاء, التوصيل و الدعم CDS

الوصف

دورة ITIL 4 الإنشاء, التوصيل و الدعم CDS

Overview

• ITIL® V4 Specialist Create, Deliver and Support certification is the ‘core’ service management program, and is relevant to everyone working in a service management
• Whether a student is keen on going for the ITIL® Managing Professional Designation or not, this certification is a must-have for anyone working in
• This course will also cover service performance and will give professionals a comprehension of service quality and improvement.
• ITIL® 4 Specialist Create, Deliver, and Support is aimed at ITSM professionals dealing with the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

Learning Objectives

After completion of this course; you will learn the following:

• Learn how to create, deliver & support services
• Learn how to design, develop & transition a value stream using ITIL® practices
• Learn how to provide better user support using ITIL® practices
• Understand how to plan & build a service value stream to create, deliver, and support services
• Understand the planning & management of resources in the SVS
• Discover how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS & value streams
• Discover how to prioritize, structure, and coordinate work & activities

Target Audience

Job roles that can take up ITIL® v4 training include, but are not limited to:

• IT Service Management Professionals
• Service Desk Directors/Managers
• IT Infrastructure & Support Directors/Managers
• Senior Service & Support Analysts
• Service Level Management Directors/Managers
• Program/Project Directors/Managers

The Main Topic of the Course

Module 1: Organization and Culture

Module 2: Effective Teams

Module 3: Information Technology to Create, Deliver and Support Service

Module 4: Value Stream

Module 5: Value Stream to Create, Deliver and Support Services

Module 6: Value Stream for User Support

Module 7: Prioritize and Manage Work

Module 8: Commercial and Sourcing Considerations

Exam Prerequisites

• There are no prerequisites to take up the ITIL® 4 Foundation certification However, it is recommended that participants take up ITIL® 4 Foundation course from an Accredited Training Provider
• It is recommended that participants have at least 1-2 years of experience in working for an IT-based company, but not mandatory

Course Outlines and Training Plan

Module 1 :

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

Module 2:

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

Module 3:

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

Module 4:

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

Module 5:

Value Stream for Creation of a New Service

Module 6:

Value Stream Model for Restoration of a Live Service

Module 7:

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

Module 8:

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