ITIL® 4 Specialist: Create, Deliver and Support

The IT Infrastructure Library (ITIL) is a collection of best practices for the delivery of IT services and the management of IT infrastructure. The service management practices defined in ITIL 4 have been tested and tried in organizations globally.

Objective

Course objective is to learn the key concepts and systematic structure together with practices to be able to provide better IT services and communicate efficiently with all stakeholders in Creating, Delivering and Supporting services. 

Target Group

All personnel working with IT Services. Typical attendee roles include CIOs, senior IT managers, service managers, production/operation managers, project managers, application specialists, system specialists, testing specialists and consultants. The training is also useful for people who are involved in buying or utilizing IT services. Course is intented for participants wishing to further deepen their understanding of IT Service management. 

Prerequisites

ITIL 4 Foundation certificate.

Schedule

Course days last approximately 9-17.

Course Program

This ITIL® 4 intermediate course focuses on how to Create, Deliver and Support services which is described in the core of ITIL Service Value Chain. 

On this course you will learn to: 

• Understand how to plan and build a service value stream to create, deliver, and support services
  • Organisational structure, integrated/collaborative teams, culture, employee satisfaction
  • Understand how to use a ‘shift left’ approach
  • Know how to plan and manage resources in the service value system , swarming
  • Understand the use and value of information and technology across the service value system
• Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and Value streams
  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Enablement
  • Service Desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event Mgmt
• Know how to create, deliver and support services
  • Managing queues and backlogs and prioritizing work
  • SIAM

Trainers

Course is delivered by certified Wakaru trainers.

Course Material

Course material is in PDF-format in English. 

Certification

The ITIL Foudation exam is a web proctored exam, that can be booked with a separate exam voucher. The duration is one hour (+ 15 minutes, if English not native language) and it is a closed-book exam. The examination institute is PEOPLECERT. Registration instructions you can find HERE and guidelines for web proctored exam are the following: WINDOWS, MAC

ITIL® is a registered trade mark of AXELOS Limited.

Wakaru Oy is an Accredited Training Organisation for ITIL®.