ITIL® (Version 4) Specialist: Create, Deliver and Support
Course Duration
3 Days
Audience
Employees of federal, state and local governments; and businesses working with the government.
Prerequisites
ITIL 4 Foundation certification is required prior to attending this course.
Course Description
Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.
Learning Objectives
- Understand how organizational structure, team capabilities, and culture contribute to an effective service value system
- Apply a shift-left approach to support and service delivery
- Plan and manage workforce resources across integrated service value chains
- Leverage information and technology tools including automation, AI, and CI/CD within IT service management
- Use value stream mapping to design, develop, and transition new IT-enabled services
- Apply key ITIL practices — including service design, change enablement, release management, and incident management — within a value stream context
Course Outline
- 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
Frequently Asked Questions
What does the ITIL® (Version 4) Specialist: Create, Deliver and Support course cover?
This course covers ITIL certification and IT service management. IT Dojo delivers it as live instructor-led training with an emphasis on practical skills for government and DoD professionals.
How long is IT Dojo's ITIL® (Version 4) Specialist: Create, Deliver and Support training?
IT Dojo's ITIL® (Version 4) Specialist: Create, Deliver and Support training is 3 Days. It is available as live remote online instruction or on-site at your facility. All sessions are instructor-led with small class sizes to ensure individual attention.
Is this course available as live remote online training?
Yes. IT Dojo offers ITIL® (Version 4) Specialist: Create, Deliver and Support as live remote online training. A certified instructor leads the session in real time — students interact via chat or microphone. Classes are kept small (typically no more than 16 students) to ensure engagement. On-site delivery at your government facility or contractor location is also available.
What prerequisites are recommended before this course?
ITIL 4 Foundation certification is required prior to attending this course.
Does IT Dojo offer this training on-site at government or DoD facilities?
Yes. IT Dojo delivers ITIL® (Version 4) Specialist: Create, Deliver and Support on-site at government agencies, DoD commands, military installations, and contractor facilities. On-site training is ideal for teams of four or more and can be customized to your organization's specific environment and mission requirements. Contact IT Dojo to schedule.
How do I register for this course?
IT Dojo training is employer-sponsored — your organization registers and pays for seats. To schedule ITIL® (Version 4) Specialist: Create, Deliver and Support for your team, contact IT Dojo via the Request Training form or call 757-216-3656. IT Dojo will work with your contracting officer, training coordinator, or program office to set up the course.