Delivering services that equally meet consumer demand while remaining stable and reliable has become even more critical with the speed of IT change today.

Every service organization needs to create, deliver and support services and understand the skills and competencies that requires.

The ITIL® 4 Specialist Create, Deliver and Support (CDS) 3 day course further explores the concepts introduced in ITIL® 4 Foundation, while talking about challenges that modern enterprises face from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers.

The ITIL® Specialist: Create, Deliver and Support module is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities.

The course will help you to:

• improve existing processes
• effectively manage IT teams
• optimize value streams and workflows
• align digital services with business strategy
• improve how services are developed
• integrate new technologies embed Lean, Agile, and DevOps ways of working

The course covers the following ITIL® 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:

• Service design price and orchestration
• Software development and management
• Deployment management
• Release management
• Service validation and testing
• Change enablement
• Ensuring stakeholder satisfaction
• Service Desk
• Incident management detection and resolution
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL® Managing Professional (MP) designation, and/or are responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.

Roles include:

• Service Desk Directors/Managers
• IT Infrastructure & Support Directors/Managers
• Problem, Change, and Release Managers
• DevOps Directors/Managers
• Continual Improvement Program/Project Directors/Managers
• Senior Service & Support Analysts
• Process/Practice Owners
• Service Level Management Directors/Managers

Pre-requisites
For this course you are required to have successfully attained your ITIL® 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

Cancellation and Transfer Policy

PLEASE NOTE:
This course is real time instructor- led but held VIRTUALLY so all you need is a computer or laptop with internet capabilities. A headphone/speaker is also recommended if you have them available.

Venue: VIRTUAL Instructor-Led Course
Starting: 9:00 AM
Email Enquiries: support@acgc.com.au