NTUC LearningHub

Course Overview

 

This is a four-day course which offers the candidates with an understanding on 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 will cover service performance and will give candidates with an understanding of service quality and improvement methods. After completing the course, the candidates will be equipped with adequate knowledge to prepare themselves for the ITIL® 4 Specialist Create, Deliver and Support Certification examination. This is one of the core module to achieve ITIL® 4 Managing Professional (MP) designation.

Course Objectives

 

  • Describe the basic concepts, principles, service value system components and practices acquired in ITIL 4 Foundation course. The learner will be able to better appreciate and apply in depth concepts and ITIL practices in the subsequent modules for creation, delivery and support services.  
  • Describe the key concepts and challenges relating communication, organization structures, collaborative teams, team capabilities and team culture across service value system. Explain how to plan and manage resources in the service value system.
  • Describe the use and benefit of information and technology across the service value system. 
  • Describe the role of value streams in the service value system. Explain how value stream is able streamline organization flow of work and consideration when designing a value stream. 
  • Explain how to use a value stream to design develops and transition new service. Describe how some of the ITIL practices contribute to a value stream for new service.
  • Explain how to use a value stream to provide user support. Describe how some of the ITIL practices contribute to a value stream for user support.
  • Describe how to co-ordinate, prioritize and structure work and activities to create, deliver and support services. Describe the use of “shift-left approach to support service value system. 
  • Describe the various sourcing options and its consideration across service value system. Explain how organization can manage and integrate multiple suppliers in a value stream via service integration and management. 

 

Course Outline

 

  • Understand the concepts and challenges relating to the following across the service value system:
    • Organization structure
    • Integrated/collaborative teams
    • Team capabilities, roles, competencies
    • Team culture and differences
    • Working to a customer-oriented mindset
    • Employee satisfaction management
    • Value of positive communications
  • Understand how to use a ‘shift left ‘ approach
  • Know how to plan and manage resources in the service value system, including:
    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
    • Culture of continual improvement
  • Understand the use and value of information and technology across the service value system, including:
    • 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
    • Problem management
    • Knowledge management
    • Service level management
    • Monitoring and event management
  • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including:
    • Managing work as tickets
    • Prioritizing work
  • Understand the use and value of the following across the service value system:
    • Buy vs build considerations
    • Sourcing options
    • Service integration and management

 

Certificate Obtained and Conferred by

 

Awarded SF Statement of Attainment (SOA)

Upon completion of the course and assessment, students will also be awarded with this SF SOA:

ICT-BIN-4038-1.1 Business Agility

Official ITIL® 4 Specialist Create Deliver and Support Certification Examination .After students pass the exam, they will receive an ITIL® 4 Specialist Create, Deliver and Support Certificate from PeopleCert/AXELOS.

 

Certificate of Completion from NTUC LearningHub

Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from NTUC LearningHub.

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More Information
  • NTUC LearningHub
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Location
  • NTUC Trade Union House, 73 Bras Basah Road. S.189556, Singapore, Central Singapore Community Development Council 189556

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