ITIL4CDS - ITIL® 4 Specialist Create, Deliver and Support + exam

EDU Trainings s.r.o.

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Understand the concepts and challenges relating to the following across the service value system:

• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement

Understand the use and value of information and technology across the service value system:

• Integrated service management toolsets
• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning
• Continuous integration and delivery/deployment (CI/CD)
• Information models

Know how to use a value stream to design, develop and transition new services

Know how the following ITIL practices contribute to a value stream for a new service:

• Service design
• Software development and Management
• Deployment management
• Release management
• Service Validation and testing
• Change Enablement

Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support:

• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

• Managing queues and backlogs
• Prioritizing work
• Understand the use and value of the following across the service value system:
• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)

ITIL 4 Specialist Drive Stakeholder Value

ITIL 4 Specialist High-velocity IT

ITIL 4 Strategist Direct, Plan and Improve

Cílová skupina

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

Kontaktní osoba

Lukáš Vallo
+420 724 792 023
lukas.vallo@edutrainings.cz

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