The seminar can be held online on the official International Business Academy platform. On completion of the training you will be given a link to the recording, which will be available for one month.
*dates are subject to additional confirmation
excluding VAT
* VAT of 16% will be added to the invoice
The course «ITIL® 4 Create, Deliver and Support» focuses on the integration of the various value streams and activities needed to create, deliver and support IT products and IT services, and also covers the study of supporting practices, methods and functions. The training is structured in accordance with the requirements of the AXELOS certification exam «ITIL® 4 Create, Deliver and Support». During the 3-day training participants receive the theoretical material and practical skills needed to organise effective work in creating, delivering and supporting IT products and IT services in the modern world and under digital transformation (digitalisation).
The course is intended for managers at various levels of IT organisations and key IT specialists involved in creating / changing, delivering and supporting IT products and services. The course contains methods applied at the tactical and operational levels of managing an IT organisation, which makes it useful both for senior / middle managers responsible for the development and effective operation of the activities listed, and for the key specialists (Team Leads) engaged in those activities.
Who the course is for:
Since the training contains a programme and study materials that differ from the trainings of the previous ITIL version, it will be useful both for specialists who have previously trained under programmes of previous ITIL versions and for specialists being trained in the practical aspects of IT Service Management for the first time. Studying the course materials may be useful to the following categories of specialists:
— Senior and middle management of IT organisations
— Process owners and consultants
— Development and technical support team specialists of provider organisations
— Development and technical support team specialists of system integrators
Course goals and objectives:
On completing the course the following knowledge and skills are acquired:
— Understanding of the key concepts of planning, developing (maintaining), delivering and supporting IT products and IT services described in the book «ITIL® 4 Create, Deliver and Support».
— Understanding of the influence of the relevant practices (processes) on the activities of creating, delivering and supporting IT services and IT products.
Module 1: Organisation and culture
Organisational structure
Practical assignment: analysing the advantages and disadvantages of «cross-functional autonomous teams with servant leadership»
Organisational culture
Team culture
Practical assignment: forming a plan for merging cultures when organisations combine
Customer-oriented thinking and positive communication
Assessing employee satisfaction
Module 2: Human resource management
Workforce and Talent Management Practice
Workforce planning
Assessing results based on objective measurements and reports
Competency management
Practical assignment: forming staff training plans. Using competency maps
Managing staff resistance
Reinforcing the results of organisational and cultural change
Module 3: Information technology underlying the creation (change), delivery and support of products and services
Requirements for process automation products:
Criteria for selecting automation products and the process of implementing them
Practical assignment: forming requirements for a process automation system
Robotic process automation (RPA)
Applying artificial intelligence and machine learning
Module 4: Value streams
Anatomy of a Value Stream
Value Stream Mapping
The value stream model for creating or changing products and services
Practical assignment: studying the structure of a business case
The value stream model for supporting products and services
Practical assignment: developing the ticket life cycle, categorisation principles and closure methods (codes)
Module 5: Prioritising and managing work
Managing queues and backlogs
Techniques for prioritising work
Methods of speeding up work (the Shift-Left Approach)
Module 6: (optional, time permitting)
Commercial sourcing options and their sources
«Make or buy» analysis
Service delivery models
Conclusion
