This course is part of the ITIL Practice Manager or ITIL Managing Professional pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page. This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way. The course explores areas such as development, testing, knowledge, customer and employee feedback.
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Description
- This certificated course consists of the following areas of learning.
- Module –
- ITIL Foundation review
- 1 – Brief review of core ITIL 4 principles and concepts
- Module –
- Concepts and challenges across the service value system
- Delegates will be able to:
- 1 – Understand the different types of organisational structures
- 2 – Address the skills required for an effective service management person
- 3 – Understand the importance of team culture
- 4 – Apply positive communications best practice
- 5 – Manage workloads and apply different prioritisation techniques
- 6 – Understand the principle of value streams and value stream mapping
- Module -
- Value stream model for creating a new service
- Delegates will understand:
- 1 – The value stream steps for creating a new service
- 2 – The contribution to a new service value stream from the following practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management practices
- Module –
- Information and technology
- Delegates will understand:
- 1 – The importance of integration activities as part of new service development and introduction
- 2 - The use of advanced technologies to enable CDS activities
- 3 – The growing relevance and importance of RPA, Machine Learning, AI and AIOps
- 3 – The application of CI/CD technologies to enhance CDS
- Module -
- Value stream model for user support (restoration of a live service)
- Delegates will understand:
- 1 – The value stream steps for supporting an existing live service
- 2 – The contribution to a support value stream from the following practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management practices
- Module -
- Sourcing options and supplier management
- Delegates will understand how to:
- 1 – Better understand what affects sourcing considerations
- 2 – Take a broad view of the factors that influence build or buy of new service solutions
- 3 – Compare the use of different sourcing models and options
- 4 – Apply service integration and management activities with different models
- Exam
- PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00pm. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.
- The exam is a closed book examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.
Prerequisites
An ITIL® 4 or ITIL® v3 Foundation certificate is mandatory.
Audience
- Individuals managing the operation of IT-enabled and digital services
- Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support
- Individuals responsible for assuring that services are delivered and supported according to agreed levels
- ITSM practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery