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ITIL® V4 Specialist: Create, Deliver & Support

Difficulty level: Duration in days: Delivery options:

3

Classroom based

  • ITIL® 4 Specialist Create Deliver and Support (ITIL 4 CDS) module covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.

    The course agenda 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
  • Understand how to plan and build a service value stream to create, deliver, and support services:
    • Learn the concepts and challenges that relate to organisational structure, team capabilities, roles, and culture across the SVS
    • Understand the value of positive communications
    • Understand the planning and management of resources in the SVS
    • Understand the value and use of IT across the SVS

    Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
    • Learn how to design, develop, and transition a value stream using ITIL practices
    • Learn how to better provide user support using ITIL practices

    Learn how to create, deliver, and support services:
    • Discover how to prioritize, structure, and coordinate work and activities
    • Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
  • This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or 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.
  • 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.

    Please take a look at our ITIL V4 Foundation training.
    • The exam is 90 minutes in duration + 15% for non-native english language speakers,
    • 40 multiple-choice questions,
    • closed book,
    • 70% pass mark required.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® V4 Managing Professional Transition 30/11/20 8:30 04/12/20 4:30 Video conference 2.500,00 € (Exam inclusive)
    ITIL® Overview on-line 24x7 24x7 Self paced on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 Self paced on-line 550,00 EUR (Exam inclusive)

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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