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Accredited ITIL®4 Create, Deliver, and Support

ITIL®4 Create, Deliver, and Support19 H 23 M

Episodes
Episodes
  • Overview
    • Overview
  • The Create, Deliver, and Support Exam
    • The Create, Deliver, and Support Exam
  • Foundation Recap
    • Foundation: SVC Service Relationships
    • Foundation: Guiding Principles
    • Foundation: Four Dimensions of Service Management
    • Foundation: Service Value System
    • Foundation: SVC - Plan
    • Foundation: SVC - Improve
    • Foundation: SVC - Engage
    • Foundation: SVC - Design and Transition
    • Foundation: SVC - Obtain and Build
    • Foundation: SVC - Deliver and Support
    • Foundation: ITIL Practices
  • Concepts of a Service Value System
    • Organisational Structures
    • Collaborative Teams
    • Capabilities, Roles, Competencies
    • Competencies
    • Team Culture
    • Cultural Fit
    • Service Empathy and Mindsets
    • Employee Needs
    • Communications Principles
  • Using a Shift Left Approach
    • What is Shift Left
    • Shift Left Approaches
  • Planning and Managing Resources in the SVS
    • Creating a Team Culture
    • The Value of Meetings
    • Best Practice for Team Leadership
    • Personal Relationships in Teams
    • Providing Trusted Feedback
    • Culture of Learning
    • Workforce and Talent Management Practice
    • Metrics and Continual Improvement
    • Results based measurement
  • Value of Information and Technology in the SVS
    • Service Management Toolsets
    • Data and Information; Analytics and Science
    • Big Data
    • Data Collaboration
    • Robotic Process Automation (RPA)
    • Artificial Intelligence (AI)
    • Machine Learning
    • Continuous Integration
    • The Agile Manifesto
    • Information Models
  • Value Streams
    • Anatomy of a Value Stream
    • The Value Chain Map
    • Designing a Value Stream
    • Metrics when measuring a Value Stream
  • Value Stream for Development of a new service
    • Designing the New Service Value Stream
    • Steps within the Value Stream - Step 1
    • Steps within the Value Stream - Step 2
    • Steps within the Value Stream - Step 3
    • Steps within the Value Stream - Step 4
    • Steps within the Value Stream - Step 5
    • Steps within the Value Stream - Step 6
    • Contributing practices to the Value Stream
  • Value Stream for Restoration of a Live Service
    • Restoration of a Live Service
    • Steps within the Value Stream - Step 1
    • Steps within the Value Stream - Step 2
    • Steps within the Value Stream - Step 3
    • Steps within the Value Stream - Step 4
    • Steps within the Value Stream - Step 5
    • Steps within the Value Stream - Step 6
    • Steps within the Value Stream - Step 7
    • Contributing Practices to the Value Stream
  • How to Create Deliver and Support Services
    • Prioritisation
    • Managing Work as Tickets
    • Prioritisation and Demand Management
    • Swarming
  • Buy vs Build Considerations
    • Advantages of Building
    • Outsourcing Success Factors
    • Selecting Vendors / Suppliers
  • Sourcing Models & Considerations
    • Sourcing Models and Options
  • Service Integration and Management
    • Introduction to Service Integration and Management
    • Service Integration and Management Models
  • Create, Deliver, and Support Sample Paper
    • ITIL® CDS Sample Paper Part 1
    • ITIL® CDS Sample Paper Part 2

Overview

5 M

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  • Episode Description

An overview of the ITIL®4 Create, Deliver, and Support Course

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