Overview
About On-Demand Learning
TechSherpas 365’s On-Demand courses provide you with access to official courseware materials and hands-on labs, empowering you to learn at your own pace. On-Demand allows you to design your training around your schedule, budget, and individual learning needs.
On-Demand Learning is a perfect solution for students who are unable to attend traditional instructor-led training due to schedule constraints. You receive the same materials and labs as an instructor-led course, with the added convenience of flexible scheduling and a lower price tag.
This On-Demand Course Includes:
- Official Courseware License
- Hands-on Exercises/Labs
- Certification Package:
- Practice exam
- official certification exam
Course Overview
The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.
In This Course You Will Learn:
- Improve established practices
- Understand how services are developed
- Know how users are supported with value streams
- Increase service efficiency
- Create effective work flows
Prerequisites
In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Description
00: Introduction
01: Plan and Build a Service Value Stream
- Planning
- Organizational Structures
- Cooperation & Collaboration
- Work & Tasks
02: Team Culture
- How Teams Work
- Cultural Fit
- Continual Improvement Culture
03: Customer Orientation
- Customer Oriented Strategy
- Customer Delight
- Feedback Types
- Communication Feedback
Customer Orientation Exercise
04: Shift-Left Approach
- Benefits of Shift-Left
- Applying Shift-Left
05: Plan & Manage Resources
- Teams
- Workforce & Talent Management Practice
- Capacity Planning
- Result-Based Measurement
- Continual Improvement Culture
06: Information & Technology Use & Value
- Effective Information Models
- Collaboration & Work Flow
- Integration & Data Sharing
- Analytics
- Automation
07: Technologies – RPA, AI/ML, CI/CD
- Robotic Process Automation
- Artificial Intelligence
- Machine Learning
- Contiuous Integration, Delivery & Deployment
08: Practices Contributing to CDS
- Value Chain Vs. Value Stream
- Value Streams and Organization
- Designing a Service Value Stream
- Value Stream Mapping
- Key Metrics and Examples
09: Using Value Streams to Release a New Service Part 1
- Adding New Services
- From Demand to Value
- Agile User Stories Template
- Practices/Activities Involved
10: Using Value Streams to Release a New Service Part 2
- Build, Configure or Buy Service Components
- Practices/Activities Involved
- Deploying Service Components
- Releasing a New Service
11: Service Design Practice
- Purpose
- Scope
- Practice Success Factors
12: Software Development & Management Practice
- Purpose
- Scope
- Lifecycle Coverage
- Practice Success Factors
13: Deployment Management Practice
- Purpose
- Scope
- Practice Success Factors
14: Release Management Practice
- Purpose
- Scope
- Practice Success Factors
15: Service Validation & Testing Practice
- Purpose
- Scope
- Practice Success Factors
16: Change Enablement Practice
- Purpose
- Scope
- Practice Success Factors
17: User Support Value Stream Steps 1 to 3
- Value Stream Integration
- Value Leakage
- Demand & Value
- Fixing and Deploying the Value Stream
18: User Support Value Stream Steps 4 to 7
- Deploy Fix
- Verify Incident Resolution
- Contributing Practices
- Request User Feedback
- Identify Opportunities for Improvement
19: Monitoring and Event Management Practice
- Purpose
- Scope
- Practice Success Factors
20: The Service Value Stream Practice
- Purpose
- Scope
- Practice Success Factors
21: Incident Management Practice
- Purpose
- Scope
- Practice Success Factors
22: Problem Management Practice
- Purpose
- Scope
- Practice Success Factors
23: Knowledge Management Practice
- Purpose
- Scope
- Practice Success Factors
24: Service Level Management Practice
- Purpose
- Scope
- Practice Success Factors
25: How to Create, Deliver and Support Services Part 1
- Coordinate
- Prioritize
- Structure Work
26: How to Create Deliver and Support Services Part 2
- Sourcing
- Selecting Vendors
- Integrating Suppliers
27: Course Summary & Exam Tips
