Course Overview

Become a qualified Service Desk Analyst and boost your levels of customer service support

The importance of delivering high-quality customer service in today’s support environment means that the responsibilities of IT support analysts are many. As a result, a diverse skill-set is required to meet the constantly evolving and increasing challenging demands placed on them.

Ensuring your first-line service desk team deliver excellent customer service through efficient IT support – whether it be face-to-face, via email, over the phone, by IM/SMS, chat or social media – to agreed IT service levels is vital.

This training course enables service desk and support analysts to gain a professional qualification, issued by PeopleCert, and equips them with the skills essential to delivering excellent levels of customer service and support.

Covering three days of classroom-based learning, plus the qualification exam on the last day of the course, analysts will fully explore the modules covered in the SDI Professional Standard for Service Desk Analysts and leave with a thorough understanding of best practice.

This training is delivered by the Service Desk Institute.

Course Objectives

At the end of this course, service desk analysts will gain:

• A thorough grounding in the skills, competencies and knowledge required of a professional and effective service desk and support analyst
• The essential skills and competencies to deliver efficient and effective support in line with SDI’s best practice industry standards
• A clear understanding of how to identify customer needs and motivations, how to deal effectively with a variety of situations
• The ability to recognise the importance of teamwork in the support environment
• Knowledge of core IT service management processes and the role of the service desk within these
• Practical problem-solving techniques to help resolve customers’ issues first time
• An understanding of service desk metrics, service level agreements, customer satisfaction surveys and the latest service desk tools and technologies
• An awareness of the need for developing professional relationships and for displaying respect and cultural sensitivity
• Practical preparation for taking the SDA examination with PeopleCert
• A new network of colleagues in similar roles from other organisations

Course Content

This course contains everything that is typically core to the role of a Service Desk Analyst:

• Roles and responsibilities: learn everything you need to know about being a professional, efficient, and effective service desk analyst and the key features of delivering service excellence
• Relationship management: discover the importance of collaboration, teamwork, customer relationships and cultural awareness across a global perspective
• Effective communication skills and competencies: explore the principles of good verbal, non-verbal, formal, and informal communication skills, the benefits of active listening and the different ways which people communicate
• Problem-solving: a close look at problem solving techniques, critical thinking, inductive and deductive reasoning, and enhancing your creativity to reach a resolution faster
• Effective rapport and conflict management skills: learn how to develop rapport with your colleagues and customers, understand the importance of good emotional intelligence and how this can aid conflict management and negotiation
• Resilience: understand and develop emotional resilience to help detect and manage both positive and negative signs of stress
• Managing practices, processes, and procedures: establish the need for practices, processes, and procedures for interaction handling and how to create and maintain high-quality documentation
• IT Service Management: learn about the purpose and roles within the service desk of key IT Service Management practices including incident management, service request management, problem management, knowledge management and information security management
• Quality assurance program: review the importance of quality assurance activities, commonly used quality assurance practices, customer satisfaction surveys and the benefits of metrics
• Managing customer feedback: understand the purpose, objectives, and components of successful feedback management
• Support methods: gain an insight into the different methods of delivering support, including the benefits of remote support and self-service
• AI & automation: identify common examples, benefits and challenges of AI and automation within service management

Course Overview

Systematic problem solving is one of the essential skills that organizations look for these days. The confident professionals who know how to approach an incident and solve it the “first time every time” are in highest demand. They are the professionals who set new standards in innovation and creativity. The learning path of these people keeps growing and enables them to succeed both personally and professionally.

Systematic problem solving applies to all IT disciplines and brings all the skills of different disciples together with a standard process and language to resolve incidents and avoid “trial and error” attempts. The KEPNERandFOURIE® methodology shared during this course goes hand in hand with Incident and Problem Management. This foundation course will enable you to utilize the KEPNERandFOURIE® methodology effectively. The methodology will enable you to find the correct starting point for investigation, identify the core issues in problem situations, determine the actual cause of an incident, and deliver the right solutions. The course will introduce you to a series of situation-specific ‘can’ critical questions that will help you generate mutually agreed solutions for everyday and unique IT problem situations.

In addition to the knowledge of the concepts, combining factual data, intuition, and experience is critical for successful problem-solving practices. It helps you to do a powerful realization of what is ‘missing.

Course Objectives

At the end of this course, you will be able to:

• Generate and identify the core issues represented in any Incident Situation.
• Generate an accurate Problem Statement, which would enable the investigator to address the correct incident situation.
• Use a set of questions to gather the relevant incident information to serve as the basis for a systematic analysis and verification of a cause.
• Identify and verify the correct technical cause with its root cause.
• Develop solutions for cause removal and solve seemingly unsolvable issues in an incident/problem situation.
• Identify risks represented in an action or decision/plan to be implemented.
• Utilize tools to improve collaboration across silos and virtual collaboration across time zones.

Course Content

Module 1: Course Introduction

Module 2: KEPNERandFOURIE® Fundamentals

• Meaning of Process Thinking
• The Three Skill Sets
• KEPNERandFOURIE® Model
• Levels of Problem Solving

Module 3: PriorityWise

• State the Situation
• List Issues, Challenges
• Execute Prioritization
• Plan of Action

Module 4: CauseWise

• State the Incident
• List Incident Detail
• Generate Causes
• Confirm Technical Cause (Testing Technical Cause, Verify Probable Cause)

Module 5: SolutionWise Max4TM

• State the Purpose
• Identify Solution Requirements (Stakeholder Analysis, Key Requirements)
• Generate & Evaluate Actions
• Develop the Solution

Module 6: RiskWise

• State the Situation
• Identify Potential Problems (Risk Area Analysis, Potential Problems)
• Plan Protection (Likely Reasons, Avoiding Actions, Contingent Actions)
• Develop Action Plan

Course Overview

In the 20th century we used ITIL® to manage our services to bring the Apollo 13 mission to the moon and safely back to Earth again. Bringing a MarsLander to Mars requires a higher level of service delivery capability.

There is a lot more software involved. It has never been done before. Complex new systems and the need to respond quickly to unforeseen events as they unfold. To effectively manage the service delivery we need to be more Agile and Lean. Not only do we have to align different team capabilities to ensure software, hardware and services are in sync, but they must be able to manage new demands and changes rapidly, deploying quickly and safely. The ITIL® capabilities are still relevant but must be more responsive to the demands for more rapid changes – the words Agile Service Management enter the conversation. But what does that mean?

To fulfill all the demands of the customer, IT Teams must quickly respond to new business requests and deliver fast, reliable, safe, error free solutions. An error in space cannot be readily fixed by sending an on-site engineer. The way we need to work on the MarsLander mission is new. We are learning as we go. We need to be flexible and continuously learn and improve our services and capabilities in small steps to ensure that we are continually aligned with customer needs. At the same time we are more and more dependent upon an eco-system of partners and suppliers who must also be aligned and flexible to changing needs.

We also need to work in multifunctional teams to share knowledge, reduce handoffs, prevent mis-communication and ensure all are aligned to realizing customer needs and to increase the flow of work.

Scenario

The mission of your team is clear:

Launch a rocket with the MarsLander on board, bring it to Mars and collect valuable data for Universities and Research Centers.

Your challenge is to support the Mission Center, helping ensure they are able to achieve all mission goals. The Mission Director is managing the Mission Center and leads a team consisting of Flight Operation, Navigation and communication experts. These specialists manage the flight plan of the mission in accordance with mission goals and contractual agreements with the customers and suppliers.

The Mission Support Team consists of Support Engineers, Test Engineers and Change Management. They will resolve all issues that occur during the mission. The Development Team develops and maintains applications, features and application fixes. Vendors are supporting the Mission Support Team with data communication services and data storage services. The Service Manager will manage the Service Design, Service Delivery and Service Improvement.Duration of the simulation 1 dayNumber of participants 8 – 12

Course Objectives

This simulation is about exploring and experiencing how you can transform your current IT organization into a more Agile and Lean organization based on ITSM Next Generation principles such as ITIL®4, VeriSM™, Agile Service Management to name but a few. The following aspects will be experienced and discussed:

What is the essence of ITSM Next generation?How can we increase speed by improving flow of work?How can we integrate vendors into our services?How to work closer together with development?How to continuously improve our service by using the principle of ‘Minimal Viable Services’?How to become a flexible service organization that responds rapidly to changing demands?How to become more customer focused, and develop this ‘customer thinking’ into our teams?How to effectively manage workload (end-to-end) and how to reduce unplanned work?How to increase customer and employee satisfaction?How to use ITSM Next Generation capabilities to deliver business Value?How to apply continual improvement as an end-to-end capability?How to use the principle of ‘Co-creation’ to design and transfer new services?

Course Content

Round 1Launch and Hardy IV encounterIn this round, the flight plan will bring the spacecraft into an orbit around the Earth and on a flight path towards the tail of the comet Hardy IV. The mission must collect valuable data from Hardy IV and send it back to Earth so that Universities and Research Centers can study this data. The Customers may raise new demands, issues may occur and the flight course may have to be changed. After this round, the team will explore opportunities to improve and design the next ‘release’ of the service. In this round the team will execute 2 sprints in which the team can deploy new features or/and implement new services. Between the 2 sprints, the team will perform a Continual Improvement cycle.

Round 2Heading to Mars

During this round the team will have made changes in the way of working, made updates to their services and have responded to the changing demands from customer. The team will now experience how they can increase flow, avoid rework and create better and faster responses to changing demands. In this round Emerging Technology and Continuous Deployment will be introduced. The flight will reach Mars and the Spacecraft will have to make two orbits around Mars to collect new data. But how do we respond if the customer suddenly wants new features such as 4K movies from the landscape of Mars and a different format of graphical output of the data? Did we integrate the vendors in our teams? Did we implement some service automation solutions to increase our performance? Did we ensure quality was built in and integrated testing performed? Can the teams respond rapidly ‘end-to-end’ to deploy a manageable solution? If not, we may have to update and improve our services. If we don’t we may lose to our competitors as customers have other choices.

Round 3 Exploring the landscape of Mars

After the final improvement cycle, we are fully prepared for this final round. The MarsLander has landed on Mars and starts its 2 exploration trips. Have all issues been solved to guarantee that data can be collected as agreed and on time? Did we align with the vendors to be sure we have enough capacity to send and store data? Did we deliver all requested features on time and are we able to support them? Did we improve the multifunctional teams by sharing knowledge and experience?

This round is the last opportunity to achieve our mission goals before we put MarsLander into sleeping mode. This is the moment to celebrate the success of the mission, and demonstrate that by applying ITSM next generation practices we can deliver business value. This kind of Business simulation is an ideal instrument to start changing the mindset of employees before starting an ITSM Next Generation journey in your own company.

Course Overview

This course provides IT leaders, practitioners and support staff with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. It provides practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

This course includes a web proctored exam.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

After you complete this course you will be able to:

• Understand the Key Concepts of Direct, Plan & Improve.
• Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context.
• Understand the role of governance, risk and compliance (GRC) and know how to integrate the principles and methods into the service value system.
• Understand and know how to use the key principles and methods of continual improvement for all types of improvements.
• Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement.
• Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement.
• Understand and know how to direct, plan and improve value streams and practices.

Course Content

Understand the following key terms:

• Direction
• Planning
• Improvement
• Operating Model
• Methods
• Risks
• Scope of control

Understand the differences between the following key concepts:

• Vision and Mission
• Strategy, Tactics and Operations
• Governance, compliance and management
• Policies, Controls and Guidelines

Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement

Identify the scope of control and within this:

• Know how to cascade goals and requirements.
• Know how to define effective policies, controls and guidelines.
• Know how to place decision-making authority at the correct level.
• Know how to ensure that controls are sufficient, but not excessive.
• Know how to use the ITIL® continual improvement model to improve the service value system or any part of the SVS.
• Know how to identify assessment objectives, outputs, requirements and criteria.
• Know how to select an appropriate assessment method for a particular situation.
• Know how to define and prioritize desired outcomes of an improvement.
• Know how to build, justify and advocate for a business case.
• Know how to conduct improvement reviews and analysis of lessons learned.
• Know how to embed continual improvement at all levels of the SVS.
• Understand the nature, scope and potential benefits of organizational change management.
• Know how to use the key principles and methods of Communication & OCM.
• Identify and manage different types of stakeholders.
• Effectively communicate with and influence others.
• Establish effective feedback channels.
• Know how to establish effective interfaces across the value chain.
• Know how to define indicators and metrics to support objectives.
• Understand the differences between value streams and practices and how those differences impact direction, planning and improvement.
• Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices.
• Addressing the 4 dimensions.
• Applying the guiding principles.
• Value stream mapping.
• Optimization of workflow.
• Elimination of waste.
• Ensuring & utilizing feedback.

Course Overview

This 3-day ITIL® 4 Specialist: Sustainability in Digital & IT module explores how service organisations may address sustainability challenges in relation to their digital and IT strategies, tactics, and operations, focusing on ITIL® ’s Service Value Chain and ITIL® practices.

The module highlights key sustainability competencies and capabilities that service organisations should develop and provides guidance on how to build capacity within their teams to effectively manage sustainability challenges.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

Course Objectives

After you complete this course you will be able to:

• Understand how to use the ITIL® guiding principles to deliver value by creating sustainable digitally enabled products and services.
• Effectively address VUCA challenges through sustainable strategies, procurement, products and practices.
• Obtain a practical grounding in the key principles of sustainability.
• Conduct a full cost benefit analysis identifying potential risks and opportunities using best practice guidance.

Course Content

• Key concepts of sustainability
• Value, benefits, costs and risks of sustainability
• How digital and IT support sustainability
• Planning sustainability
• Assessing, maintaining and improving sustainability

The successful completion of practical assessments are required prior to taking the ITIL® 4 Specialist: Sustainability in Digital & IT exam. These assessments will be completed during the class.

Course Overview

This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL® 4’s five management practices, namely, the ITIL® 4 Asset Management Practice, the ITIL® 4 Change Enablement Practice, the ITIL® 4 Deployment Management Practice, the ITIL® 4 Release Management Practice, and the ITIL® 4 Service Configuration Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL® 4 Plan, Implement, and Control Practices module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Asset Management Practice, ITIL® 4 Change Enablement Practice, ITIL® 4 Deployment Management Practice, ITIL® 4 Release Management Practice, ITIL® 4 Service Configuration Management Practice publications.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

• Understand the key concepts of the PIC practices.
• Understand the processes of the PIC practices.
• Understand the roles and competences of the PIC practices.
• Understand how information and technology support and enable the PIC practices.
• Understand the role of partners and suppliers in the PIC practices.
• Understand how the ITIL® capability model can be used to develop the PIC practices.
• Understand how the ITIL® guiding principles support the PIC practices.

Course Content

Our ITIL® 4 Specialist: Plan, Implement & Control (PIC) training course will cover the following topics:

1. IT Asset Management (ITAM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

2. Change Enablement (CE):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

3. Deployment Management (DM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

4. Release Management (RM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

5. Service Configuration Management (SCM):

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

6. Plan, Implement & Control (PIC):

• Understand the processes and value streams of the Plan, Implement, and control practices
• How information and technology support and enable the practices
• Recommendations for the Plan, Implement, and Control practices success

Course Overview

This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL® 4’s five management practices, namely, the ITIL® 4 Incident Management Practice, the ITIL® 4 Service Desk Practice, the ITIL® 4 Service Request Management Practice, the ITIL® 4 Monitoring and Event Management Practice, and the ITIL® 4 Problem Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL® 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL® framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL® 4 Incident Management Practice, ITIL® 4 Service Desk Practice, ITIL® 4 Service Request Management Practice, ITIL® 4 Monitoring and Event Management Practice, ITIL® 4 Problem Management Practice publications.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Objectives

Our ITIL® 4 Practices: Monitor, Support & Fulfil training course will cover all of the five ITIL® 4 practices below:

• Service Desk
• Incident Management
• Problem Management
• Service Request Management
• Monitoring & Event Management

Course Content

1. Incident Management (INM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• The recommendations for the practice success 

2. Service Desk (SD)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• Τhe role of partners and suppliers in the practice
• Ηow the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

3. Service Request Management (SRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

4. Monitoring and Event Management (MEM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for practice success

5. Problem Management (PRM)

• The key concepts of the practice
• The processes of the practice
• The roles and competences of the practice
• How information and technology support and enable the practice
• The role of partners and suppliers in the practice
• How the ITIL® capability model can be used to develop the practice
• The recommendations for the practice success

6. Monitor, Support, and Fulfil

• Understand the processes and value streams of the Monitor, Support, and Fulfil practices
• How information and technology support and enable the practices
• Recommendations for the Monitor, Support, and Fulfil practices success

Course Overview

This course provides an understanding of the ways in which digital organizations and digital operating models function in high velocity environments, focusing on rapid delivery of products & services to obtain maximum value. The qualification will provide the candidate with an understanding of working practices such as ‘Agile and Lean’, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

This course includes a web proctored exam.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

After you complete this course you will be able to:

• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT.
• Understand the digital product lifecycle in terms of the ITIL® ‘operating model’.
• Understand the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT.
• Know how to contribute to achieving value with digital products.

Course Content

• Understand the following terms:
  • Digital organization
  • High velocity IT
  • Digital transformation
  • IT transformation
  • Digital products
  • Digital technology
• Understand when the transformation to high velocity IT is desirable and feasible
• The five objectives associated with digital products – to achieve:
• Valuable investments – strategically innovative and effective application of IT
• Fast development – quick realization and delivery of IT services and IT related products
• Resilient operations – highly resilient IT services and IT related products
• Co-created value – effective interaction between service provider and consumer
• Assured conformance – to governance, risk and compliance (GRC) requirements
• Understand how high velocity IT relates to:
  • The four dimensions of service management
  • The ITIL service value system
  • The service value chain
  • The digital product lifecycle
• Understand the following concepts:
  • Ethics
  • Safety culture
  • Toyota Kata
  • Lean / Agile / Resilient / Continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
• Know how to use the following principles, models and concepts:
  • Ethics
  • Safety culture
  • Lean culture
  • Toyota Kata
  • Lean / Agile / Resilient / Continuous
  • Service-dominant logic
  • Design thinking
  • Complexity thinking
• To contribute to:
  • Help get customers’ jobs done
  • Trust and be trusted
  • Commit to performance
  • Deal with uncertainty
  • Improve by being inquisitive
• Know how the service provider ensures valuable investments are achieved
• Know how to use the following practices to contribute to achieving valuable investments:
  • Portfolio management
  • Relationship management
• Know how the service provider ensures fast deployment is achieved
• Know how to use the following practices to contribute to achieving fast deployment:
  • Architecture management
  • Business analysis
  • Deployment management
  • Service validation and testing
  • Software development and management
• Know how the service provider ensures resilient operations are achieved
• Know how to use the following practices to contribute to achieving resilient operations:
  • Availability management
  • Capacity and performance management
  • Monitoring and event management
  • Problem management
  • Service continuity management
  • Infrastructure and platform management
• Know how the service provider ensures co-created value is achieved
• Know how to use the following practices to contribute to achieving co-created value with:
  • Relationship management
  • Service design
  • Service desk
• Know how the service provider ensures assured conformance is achieved
• Know how to use the following practices to contribute to achieving assured conformance:
  • Information security management
  • Risk management

Course Overview

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® 4 Foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

This course includes a web proctored exam.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

After you complete this course you will be able to:

• Understand how customer journeys are designed.

• Know how to target markets and stakeholders.

• Know how to foster stakeholder relationships.

• Know how to shape demand and define service offerings.

• Know how to align expectations and agree details of services.

• Know how to onboard and offboard customers and users.

• Know how to act together to ensure continual value co-creation (service consumption / provisioning).

• Know how to realise and validate service value.

Course Content

• Understand the concept of the customer journey.
• Understand the ways of designing and improving customer journeys.
• Understand the characteristics of markets.
• Understand marketing activities and techniques.
• Know how to describe customer needs and internal and external factors that affect these.
• Know how to identify service providers and explain their value propositions.
• Understand the concepts mutual readiness and maturity.
• Understand the different supplier and partner relationship types, and how these are managed.
• Know how to develop customer relationships.
• Know how to analyse customer needs.
• Know how to use communication and collaboration activities and techniques.
• Know how the following practices can be applied to enable and contribute to fostering relationships: –
• Relationship management
• Supplier management
• Understand methods for designing digital service experiences based on value driven, data driven and user centred service design.
• Understand approaches for selling and obtaining service offerings.
• Know how to capture, influence and manage demand and opportunities.
• Know how to collect, specify and prioritise requirements from a diverse range of stakeholders.
• Know how the Business analysis practice can be applied to enable and contribute to requirement management and service design.
• Know how to plan for value co-creation.
• Know how to negotiate and agree service utility, warranty and experience.
• Know how the Service Level Management practice can be applied to enable and contribute to service expectation management.
• Understand key transition, onboarding and offboarding activities.
• Understand the ways of relating with users and fostering user relationships.
• Understand how users are authorized and entitled to services.
• Understand different approaches to mutual elevation of customer, user and service provider capabilities.
• Know how to prepare onboarding and offboarding plans.
• Know how to develop user engagement and delivery channels.
• Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services.
• Know how the Service Desk practice can be applied to enable and contribute to user engagement.
• Understand how users can request services.
• Understand methods for triaging of user requests.
• Understand the concept of user communities.
• Understand methods for encouraging and managing customer and user feedback.
• Know how to foster a service mindset (attitude, behaviour and culture).
• Know how to use different approaches to provision of user services.
• Know how to seize and deal with customer and user ‘moments of truth’.
• Know how the Service Request Management practice can be applied to enable and contribute to service usage.
• Know how to realise and validate service value.
• Understand methods for measuring service usage and customer and user experience and satisfaction.
• Understand methods to track and monitor service value (outcome, risk, cost and resources).
• Understand different types of reporting of service outcome and performance.
• Understand charging mechanisms.
• Know how to assess service value realization.
• Know how to prepare to evaluate and improve the customer journey.
• Know how the Portfolio Management Practice can be applied to enable and contribute to service value realization.

Course Overview

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® 4 foundation qualification with an understanding of 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 gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

This course includes a web proctored exam.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Course Objectives

After you complete this course you will be able to:

• Understand how to plan and build a service value stream to create, deliver and support services.
• Know how relevant ITIL® 4 practices contribute to creation, delivery and support across the SVS and value streams.
• Know how to create, deliver and support services.
• Preparation to sit the ITIL® 4 Create, Deliver, Support examination.

Course Content

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:

• 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 queues and backlogs
• 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 (SIAM)