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Course Specifics

Duration: 240 minutes
Instructor: Marcel Foederer
Class Size: 3 - 12
You will learn:
  • How to plan and build a service value stream
  • How relevant ITIL practices contribute to your value stream
  • How to select the appropriate technology for an IT service

Course Information

This course focuses on the design, development, and delivery of products and services that are IT-enabled. You will learn how to select the appropriate technology for creating or delivering an IT service; to use models like agile, waterfall, and V-Model; create effective project plans; understand these methods in detail (including Agile methodologies); incorporate service management methodologies.

Learning Objectives

At the end of this course, participants will be able to:

  • Create, deliver, and support services using a service value stream  
  • Learn how ITIL practices contribute to the creation, delivery, and support of the SVS and value streams  
  • Knowledge of how to develop, deliver, and support services
    Requirements
Requirements

The ITIL 4 Specialist: Create, Deliver and Support course can only be taken by students who have passed the ITIL 4 Foundation examination. Students for this course must also have attended a training course.

Target Audience

The ITIL 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners responsible for the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery of these products and services. The target audience includes but is not limited to:

  • Business Managers
  • Business Process Owners
  • IT Consultants
  • IT Developers
  • IT Management
  • IT Support Staff
  • Service Providers
  • System Integrators

Course Agenda

Day 1

  • Course Introduction
  • Course 1: Organization and Culture
  • Course 2: Effective Teams
  • Course 3: Information Technology to Create, Deliver and Support Services

Day 2

  • Course 3: Information Technology to Create, Deliver and Support Services (Contd.)  
  • Course 4: Value Streams
  • Course 5: Value Stream to Create, Deliver and Support Services
  • Course 6: Value Stream for User Support

Day 3

  • Course 6: Value Stream for User Support (Contd.)
  • Course 7: Prioritize and Manage Work
  • Course 8: Commercial and Sourcing Considerations
  • Exam Preparation 
  • Exam 

Course Instructor

Marcel Foederer

Head Trainer ITIL,ITIL 4
Lead Architect of the global best practices committee for ITIL (AXELOS)
Author: ITIL 4 Foundation
Author: Direct, Plan and Improve
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