ITIL® 4 Specialist: Create, Deliver, Support + Exam [ITIL4CDS]

Tijdsduur
Locatie
Op locatie, Online
Startdatum en plaats
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Opleiderscore: starstarstar_halfstar_borderstar_border 4,5 Global Knowledge Belgium BV heeft een gemiddelde beoordeling van 4,5 (uit 2 ervaringen)

Tip: meer info over het programma, prijs, en inschrijven? Download de brochure!

Startdata en plaatsen

placeMechelen (Zandvoortstraat 1)
27 sep. 2021 tot 29 sep. 2021
computer Online: VIRTUAL TRAINING CENTRE
27 sep. 2021 tot 29 sep. 2021
placeMechelen (Zandvoortstraat 1)
13 dec. 2021 tot 15 dec. 2021
computer Online: VIRTUAL TRAINING CENTRE
13 dec. 2021 tot 15 dec. 2021
placeMechelen (Battelsesteenweg)
8 jun. 2022 tot 10 jun. 2022
computer Online: VIRTUAL TRAINING CENTRE
8 jun. 2022 tot 10 jun. 2022
placeMechelen (Battelsesteenweg)
3 aug. 2022 tot 5 aug. 2022
computer Online: VIRTUAL TRAINING CENTRE
3 aug. 2022 tot 5 aug. 2022

Beschrijving

Vrijwel iedere training die op een onze locaties worden getoond zijn ook te volgen vanaf huis via Virtual Classroom training. Dit kunt u bij uw inschrijving erbij vermelden dat u hiervoor kiest.

OVERVIEW

This 3-day ITIL® 4 Specialist: Create, Deliver, Support (CDS) 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.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Lees de volledige beschrijving

Veelgestelde vragen

Er zijn nog geen veelgestelde vragen over dit product. Als je een vraag hebt, neem dan contact op met onze klantenservice.

Nog niet gevonden wat je zocht? Bekijk deze onderwerpen: ITIL v4, ITIL Overzicht, ITIL Practitioner, ITIL Foundation en ITIL v3.

Vrijwel iedere training die op een onze locaties worden getoond zijn ook te volgen vanaf huis via Virtual Classroom training. Dit kunt u bij uw inschrijving erbij vermelden dat u hiervoor kiest.

OVERVIEW

This 3-day ITIL® 4 Specialist: Create, Deliver, Support (CDS) 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.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

OBJECTIVES

The course will help students to understand:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL 4 Create, Deliver, Support examination

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

CERTIFICATION

90 minutes, 40 multiple choice questions.  Pass mark 28/40 – 70%

The exam is included in the course fee.

NEXT STEP

  • ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + examen
  • ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + examen
  • ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + examen
  • ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + examen

CONTENT

Understand the concepts and challenges relating to the following across the service value system:

  • Organisational 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 co-ordinate, 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)

Blijf op de hoogte van nieuwe ervaringen

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Deel je ervaring

Heb je ervaring met deze cursus? Deel je ervaring en help anderen kiezen. Als dank voor de moeite doneert Springest € 1,- aan Stichting Edukans.

Er zijn nog geen veelgestelde vragen over dit product. Als je een vraag hebt, neem dan contact op met onze klantenservice.

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