For the professionals who design and create digital products & services
The insights into the core service management services and an expansion of ITIL into the creation of services
Introduction
Course duration: 4 days, 9am – 5pm
This module covers the ‘core’ service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. This instructor-led course focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.
- Plan and Build a Service Value Stream
- Organisational structures
- Integrated/collaborative teams
- Team roles and competencies
- Team culture and differences
- Customer-oriented mindset
- Employee satisfaction management
- Value of positive communications
- Understand and use the shift-left approach
- Team collaboration and integrations
- Workforce planning
- Results-based measuring and reporting
- Culture of Continual Improvement
- Integrated Service Management Toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation, AI and machine learning
- CI/CD
- Information Models
- ITIL Practices and the Service Value Streams
- Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream
- Service Design
- Software development and management
- Deployment management
- Release management
- Service validation and testing
- Change enablement
- ITIL Practices and the Service Value Streams (Continued)
- Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring and Event Management
- Create, Deliver and Support Services
- Coordinate, prioritise and structure work and activities
- Managing queues and backlogs
- Buy vs Build Considerations
- Sourcing Options
- Service Integration and Management (SIAM).
- On completion of this course, the following learning outcomes will be achieved:
- Understand how to plan and build a value stream to create, deliver and support services
- Know how ITIL practices contribute to create, deliver and support across the value streams
- Know how to create, deliver and support services.
- ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
- Individuals who are pursuing the ITIL Managing Professional designation.
EXAMINATION FORMAT
- 40 Multiple Choice Questions
- 1 mark per correct answer
- 28 marks required to pass (out of 40 available) – 70%
- 90 minutes duration
- Closed-book.
PeopleCert’s Continuous Professional Development Programme
All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.
ITIL 4 Master: The Pinnacle of ITIL Achievement
Embark on your ITIL Master Certification journey with Sapience, our expert trainers will guide you through the entire ITIL 4 framework, equipping you with the skills to achieve this prestigious designation. The ITIL 4 Master designation offers a wealth of benefits, including career advancement, proven expertise, differentiation, and leadership recognition. Ready to embark on this rewarding journey? Contact us to learn more about our ITIL 4 Master preparation programmes.
Why Us?
Complimentary refresher
Participants can attend a complimentary refresher if they wish(1-year validity and subject to approval)
Post-training support
Should you have questions after the course, you may contact the trainer for assistance regarding course material
E-learning Portal Access
1 year access to our E-learning portal. Including: - E-books available for download - Official sample exam - Randomised quiz formulated by Sapience Trainers based on past examinations
Trainer profile
Senior Consultant
Sapience Consulting
Principal Consultant
Sapience Consulting
Senior Consultant
Sapience Consulting