This ITIL 4 Create, Deliver, and Support (DPI) course covers the 'core' service management activities and the 'creation' of services. It focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services while also covering supporting practises, methods and tools and an understanding of service quality and improvement methods.

The course prepares you for the ITIL 4 Create, Deliver, and Support exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.

Prerequisites

Students wanting to attend this course must hold the ITIL v3 or ITIL 4 Foundation Certificate

Course Objectives

You Will Learn How To:

• Plan and build a service value stream to create, deliver and support service
• Identify how relevant ITIL practises contribute to creation, delivery and support across the SVS and value streams
• Create, deliver and support services

Course Outline

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

Understand the concepts and challenges relating to the following across the service value system:

• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement

Understand the use and value of information and technology across the service value system:

• 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 relevant ITIL practises contribute to creation, delivery and support across the SVS and value streams

Know how to use a value stream to design, develop and transition new services

Know how the following ITIL practises 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 practises 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 create, deliver and support services

Know how to co-ordinate, prioritise and structure work and activities to create deliver and support services, including:

• Managing queues and backlogs
• Prioritising work

Understand the use and value of the following across the service value system:

• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)