An in-depth study of the ITIL 4 recommendations for coordinating and collaborating to create, build, and maintain effective products and services. The training will be useful for preparing for the ITIL 4 Specialist: Create, Deliver and Support (CDS) exam. The program is based on the ITIL® 4 Create, Deliver and Support publication. Author's additions and cases, as well as a demonstration of tools will help to perceive knowledge from a practical point of view.
This course will be useful for IT project managers, executives and IT professionals who are involved in the creation of IT service delivery.
Before attending this course, students must have:
Completion of the ITIL 4 Foundation course and / or relevant practical work experience.
- Service management principles and value creation system (SVS) concepts, transformational challenges
The value of information and technology
- Organization, people, teams, interaction and integration, cultural differences, customer focus, improvement.
- Employee satisfaction management.
- Positive communications.
- Agile/DevOps and Shift-Left approach.
- Resource planning; team integration, performance measurement and reporting, culture of continuous improvement
Key CDS Practices
- Data integration and sharing.
- Reports and advanced analytics.
- Systems of collective work and work processes.
- Robotic process automation (RPA).
- Artificial intelligence and machine learning.
- Continuous Integration and Delivery (CI/CD).
- Information models.
Coordination, prioritization and structuring of work
- Value stream models for creating, delivering and maintaining services. Minimum Viable Practices. Practices in value streams:
- Service design. Software development and management.
- Deployment management. Release management.
- Validation and testing of services.
- Change management.
- Service desk.
- Incident management. Problem management.
- Knowledge management.
- Service level management.
- Monitoring and event management
- Queue Management, Backlog.
- Buy or create your own.
- Sourcing models, smart sourcing.
- Architectural challenges and the SIAM approach.
- A bit of mathematics and probability theory.
- The choice of the optimal sequence for the implementation of practices.