ITIL Training Overview
This ITIL® Create, Deliver, and Support training course gives IT professionals a detailed understanding of value stream design, practice creation and alignment, and cross-functional collaboration models.
The ITIL Specialist: Create, Deliver, and Support Exam: A voucher for a 90-minute, 40 question examination for each student is included with this class. If desired at an additional cost, an independent exam proctor can be arranged for your team at the end of the course.
Location and Pricing
Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.
In addition, some courses are available as live, instructor-led training from one of our partners.
Objectives
- 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)
Prerequisites
All students must have taken ITIL 4 Foundations passed the ITIL 4 Foundation examination prior to attending this course.
Outline
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Introduction
Plan and Build Value Streams
Align Organizational Structure
Create a Customer-Oriented Mindset
Understand “Shift-Left” 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
- 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 versus Buy Considerations
Assess Sourcing Alternatives
Using Service Integration and Management (SIAM)
Conclusion
Training Materials
All ITIL training students receive comprehensive courseware.
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Software Requirements
For in-person deliveries, attendees do not need computers for this course. We will provide full classroom setup instructions that will include seating in small groups, with supplies such as flipcharts, sticky notes, markers, and pens for the attendees and a projector and Internet connection for the instructor's laptop.
Online deliveries for this interactive training will use an online meeting platform (such as Zoom, WebEx, GoTo, or Teams) for face-to-face contact online, including use of breakout rooms for group activities.
