Scrumic offers ITIL®4: Create, Deliver and Support course which addresses the cultural and team management aspects of product and service management; provides an overview of the tools and technologies which support service management and demonstrates how to integrate management practices into end-to-end value streams. Practices that are particularly relevant to this module like change enablement, deployment management, incident management, knowledge management, monitoring and event management, problem management, release management, service design, service desk, service level management, service validation and testing and software development and management are covered. This course, along with other ITIL management practice guides, can be combined with knowledge from ITIL Foundation to form a holistic approach to service management.

Learning Outcomes

Duration – 4 days

1) Plan and build a service value stream to create, deliver and support services

• Organisational structure
• Team structure, capabilities, roles and competencies
• Team culture and differences
• Customer-oriented mindset
• Employee satisfaction management
• Positive communications
• Workforce planning
• Results based measuring and reporting
• Reporting and advanced analytics
• Artificial intelligence and machine learning
• Robotic process automation
• Continuous Integration/Deployment

2) Key ITIL practices contributing to creation, delivery and support across the Service Value System

• 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 Management

3) Co-ordinate, prioritise and structure work and activities

• Managing work as tickets
• Prioritising work
• Buy vs Build considerations
• Sourcing Options
• Service integration and managementwon