Course objectives
  • Understanding how to plan and build a service streams to create, deliver, and support services
  • Getting to know how relevant ITIL®4 practices contribute to the creation, delivery and support across the SVS and Value streams
  • Understanding of service performance, service quality and improvements methods
  • Getting to know how to create, deliver and support services
  • Preparation for the ITIL®4 Specialist Create, Deliver & Support (CDS) exam
Training scope
  • 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
Prerequisites

An ITIL®4 Foundation certificates.

Audience
  • existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services,
  • responsible for the end-to-end delivery

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Presentation, lecture, discussion, case study and assignmen
Exam
  • Exam is obligatory
  • Multiple choice test; 40 questions
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90 mins + 25% for non-native speakers

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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AgilePM® is a registered trademark of Agile Business Consortium Limited.
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Lean IT® Association is a registered trademark of the Lean IT Association LLC. All rights reserved. Sii is an Affiliate of Accredited Training OrganizationQuint Wellington Redwood.
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