What You Will Accomplish:

• Plan and build value streams
• Use ITIL practices to support the creation of new services
• Use ITIL practices to provide effective user support
• Coordination, Prioritize, and Structure Work Activities
• Assess Build vs Buy Considerations
• Assess Sourcing Alternatives
• Service Integration and Management (SIAM)

• All IT staff and Management responsible for the creation of new services, service transition planning, ongoing service delivery, and user support would benefit from this course.
• Service Desk personnel and Management
• Technical Support personnel and Management
• Data Center Operations personnel and Management
• Security Operations personnel and Management
• Application Support Personnel and Management Project and Program Managers looking to better integrate Operational Readiness.

Prerequisites:

All students need to have completed and passed the ITIL 4 Foundation examination prior to attending this course.

 1)    Plan and build value streams

2)    Align organizational structure

3)    Create a customer-oriented mindset

4)    Understand “shift-left” and how to use it to improve velocity

5)    Learn effective collaboration and team development techniques

6)    Establish effective information workflows and knowledge sharing

7)    Use practices to support the creation of new services such as

• Service Design
• Software Development and Management
• Deployment Management
• Release Management
• Service Validation and Testing
• Change Enablement

8)    Use practices to provide effective user support

• Service Desk
• Incident Management
• Problem Management
• Knowledge Management
• Service Level Management
• Monitoring and Event Management

9)    Coordination, Prioritize, and Structure Work Activities

• Managing Queues and Backlogs
• Prioritization

10) Assess Build vs Buy Considerations

11) Assess Sourcing Alternatives

12) Using Service Integration and Management (SIAM)

• CDGA Attendance certificate to all delegates who will complete the total sessions
• ITIL certification for participants may be applied upon successfully passing the exam and fulfilling the eligibility requirements (optional, subject to an additional fee).