Why take this course
If you hold an ITIL®4 Foundation certificate and want to continue your career path in IT service management, this training is for you. You’ll learn how to plan and build value streams to effectively create, deliver, and support IT services. This will give you advanced knowledge and prepare you for the ITIL®4 Specialist CDS exam, which is a significant step toward earning the ITIL® 4 Managing Professional (MP) certification.
What you’ll learn
- Understand how to plan and manage resources within the service value system.
- Learn how the appropriate ITIL®4 practices contribute to creation, delivery, and support.
- Learn how to create value streams for new services and user support.
- Master the management of deployments, releases, incidents, and problems.
- Learn to monitor services, manage knowledge, and service levels.
- Understand how to improve service performance and quality.
Who is this course for
This training is for current ITIL certificate holders who want to expand their knowledge. It is ideal for IT service managers, aspiring managers, ITSM practitioners, and individuals responsible for the end-to-end delivery of IT services. A prerequisite is holding the ITIL®4 Foundation certificate.
Topics covered
- Organizational structure
- How to plan and manage resources in the service value system
- Information & technology
- Value Streams – what is it & how to define it
- Model value stream for new services & for user support
- Service design
- Software development and management
- Deployment management
- Release management
- Service validation and testing
- Change enablement
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
- Manage work and activities