Course Overview
This course provides those IT leaders, practitioners, and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools. It gives them an understanding of service performance, service quality, and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.
Audience:
- 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
Prerequisites:
Candidates must hold the ITIL 4 Foundation certificate.
Outline:
Understand the concepts and challenges relating to the following across the service value system:
- 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
- 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 coordinate, 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)
