ITIL® 4 Specialist Create, Deliver and Support

1

Workshop Introduction
2

Module 1: Organizations & People
- 1.1. Organizational Structure
- 1.2. Shift Left Approach
- 1.3. Planning and managing resources in the SVS
3

Module 2: Information & Technology
- 2.1. Integrated service management toolsets
- 2.2. Integration and data sharing
- 2.3. Reporting & advanced analytics
- 2.4. Collaboration and workflow
- 2.5. Robotic process automation
- 2.6. Artificial intelligence & machine learning
- 2.7. Continuous integration & delivery/deployment
- 2.8. Information models
4

Module 3: Value Streams & Processes
- 3.1. Value stream mapping
- 3.1.1 The value stream for a new service
- 3.1.2 The value stream for user support
5

Module 4: Priorities, partners & Suppliers
- 4.1. Managing queues and backlogs
- 4.2. Prioritizing work
- 4.3. Buy vs build considerations
- 4.4. Sourcing models and options
- 4.5. Service integration and management (SIAM)
6

Module 5: Final Review
- Final Review
- Examination Preparation
- Thank You