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ITIL® Specialist: Create, Deliver, and Support
Upcoming Events
September 7 - September 9211.03 ITIL ® Specialist: Create, Deliver & Support
$2100October 7 - October 9211.04 ITIL ® Specialist: Create, Deliver & Support
$2100November 4 - November 6211.05 ITIL ® Specialist: Create, Deliver & Support
$2100December 2 - December 4211.06 ITIL ® Specialist: Create, Deliver & Support
$2100
| Course Length |
3 days |
| Credits Earned |
21 PDU credits |
This three-day hands-on program leads to a ITIL Specialist Certificate in ITIL Create, Deliver, and Support. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of value stream design, practice creation and alignment, and cross-functional collaboration models.
What You Will Accomplish
- Plan and build value streams
- Use ITIL practices to support the creation of new services
- Use ITIL practices to provide effective user support
- Coordinate, Prioritize, and Structure Work Activities
- Assess Build vs Buy Considerations
- Assess Sourcing Alternatives
- Service Integration and Management (SIAM)
Who Should Attend
All IT staff and Management responsible for the creation of new services, service transition planning, ongoing service delivery, and user support would benefit from this course.
- Service Desk personnel and Management
- Technical Support personnel and Management
- Data Center Operations personnel and Management
- Security Operations personnel and Management
- Application Support Personnel and Management
- Project and Program Managers looking to better integrate Operational Readiness
Course Outline
- Plan and build value streams
- Align organizational structure
- Create a customer-oriented mindset
- Understand “shift-left” and how to use it to improve velocity
- Learn effective collaboration and team development techniques
- Establish effective information workflows and knowledge sharing
- Use practices to support the creation of new services such as
- Service Design
- Software Development and Management
- Deployment Management
- Release Management
- Service Validation and Testing
- Change Enablement
- Use practices to provide effective user support
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring and Event Management
- Coordinate, Prioritize, and Structure Work Activities
- Managing Queues and Backlogs
- Prioritization
- Assess Build vs Buy Considerations
- Assess Sourcing Alternatives
- Using Service Integration and Management (SIAM)
Prerequisites
All students need to have completed and passed the ITIL 4 Foundation examination prior to attending this course.Exam
The ITIL Specialist: Create, Deliver, and Support exam is a 90 minute, 40 question multiple choice exam. An optional examination is administered by an independent proctor at the end of the course. Certification and accreditation is through PeopleCert. Candidates must have attended an accredited training course (instructor led or online) to sit for the examReference Material
Each student will receive a detailed workbook. All students receive access to a subscription to Axelos’ My ITIL, which includes online access to all ITIL Practice Guides. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results.
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