ITIL® 4 Specialist Create, Deliver and Support + exam

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  • Místo konání

  • Region:
    Praha
  • Adresa:
    Bělehradská 347/54, Praha 2
  • Termín

  • Doba trvání:
    3 dny
Nabídka tohoto termínu kurzu již není aktuální. Podobné kurzy naleznete zde

Popis kurzu ITIL® 4 Specialist Create, Deliver and Support + exam

Popis kurzu

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.


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.

Určeno pro


  • 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

Obsah kurzu



  • 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)



Předpoklady

Candidates must hold the ITIL 4 Foundation certificate

Studijní materiály

V angličtině
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