Objectives of the training
At the end of the course, participants will be able to apply ITIL principles and practices that contribute to the creation, delivery and support of SVS and value streams.Targeted audience
Personnel involved in the delivery and management of IT services.Prerequisite
FOUNDATION ITIL®4 certification and one year of IT experience.Trainers
Course architecture
- Review of the ITIL®4 Foundation principles:
- How to plan and build a Service Value Chain
- Concepts and challenges across the Service Value Stream
- Shift-left approach
- Planning and managing resources in the Service Value System
- Use and value of information and technology throughout the Service Value System
- Using a value chain to design, develop and evolve new services
Day 2:
- ITIL® practices contribute to creation, delivery and support
- 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 - Using the value chain to provide user support
Day 3:
- How to create, deliver and support services
- How the following ITIL® practices contribute to a value chain for user support
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring and Event Management - Coordinate, prioritize and structure work to create, deliver and support services
- Exam Preparation
- Review (if applicable)
- Conclusion.
Pedagogical details
Training architecture
This course includes a series of interactive readings supplemented by exercises and small group practice with exam-style questions.
Type of training
Training Notes
The AXELOS ITIL®4 CDS exam is included. The participant will be able to write the exam at the end of the course or will receive a voucher valid for 12 months to take the exam. Format : 40 multiple choice questions. Duration : 90 minutes.
The ITIL® courses on this page are offered by Qualiti7 ATO/Affiliate of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quotePrivate or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote