Interaktivni webinar:

ITIL® 4 Create,Deliver & Support (ITIL CDS)

Predavanja: 9:00-13:00 (pon-čet)
Ispit: 9:00-12:00 (petak)

* 50% popusta na cijenu seminara u učionici

* “Garancija prolaska na ispitu” – Ukoliko certifikacijski ispit ne položite iz prve, drugi pokušaj je besplatan.


“Do or do not, there is no try”
― Yoda, -The Empire Strikes Back

(Scene – When Yoda hears Luke’s uncertain remark about trying to get his ship out of the swamp)

KONTAKT

ITIL® 4 Specialist:

ITIL® 4 Create, Deliver & Support (ITIL CDS)

Interaktivni webinar / Virtualna učionica

ITIL Specialist Create, Deliver and Support modul pokriva osnovne/”core” aktivnosti upravljanja uslugama i proširuje trenutni opseg ITIL-a obuhvaćanjem ‘stvaranja’ usluga. Modul se fokusira na integraciju različitih tokova vrijednosti i aktivnosti za stvaranje, isporuku i podršku IT omogućenim proizvodima i uslugama. Istovremeno, modul pokriva prateće prakse, metode i alate usmjerene na upravljanje performansama usluga te pruža razumijevanje kvalitete usluge i metoda poboljšanja. Ujedno, ovaj modul obuhvaća i teme vezane uz pružanje inovativnih, ali pouzdanih IT omogućenih usluga kupcima na sve konkurentnijem tržištu.

ITIL 4 Specialist: Create, Deliver and Support (ITIL CDS) namijenjen je ITSM stručnjacima koji upravljaju radom IT-omogućenih & digitalnih proizvoda i usluga te su odgovorni za isporuku od početka do kraja.

Akreditirani seminar te položeni ITIL 4 Foundation su preduvijet za sve ITIL 4 module.

Seminar je sukladan zahtjevima Axelos-a (službeni akrediter za ITIL) i sadržajno uključuje znanja potrebna za certifikat ITIL 4 Specialist: Create, Deliver & Support (CDS) in IT Service Management.

  • Naziv seminara: ITIL 4 Specialist: Create, Deliver & Support ( ITIL CDS)
  • Tip seminara: INTERAKTIVNI WEBINAR
  • Trajanje seminara: 5 dana, u vremenu od 9:00-13:00. Predavanja se održavaju od ponedjeljka do četvrtka, a certifikacijski ispit se piše u petak u vremenu 9:00-12:00.
  • Cijena seminara: 650 EUR + PDV ( = cijena seminara u učionici uz popust 50%)
  • Cijena ceritifikacijskog ispita: 400 EUR + PDV
  • Jezik: predavanja su na hrvatskom, a prateća literatura i certifikacijski ispit su na engleskom jeziku.

“Garancija prolaska na ispitu”: Ukoliko certifikacijski ispit ne položite iz prve – drugi pokušaj je besplatan!

Ispit: Ispit se sastoji od 40 multiple-choice pitanja na engleskom jeziku. Vrijeme predviđeno za riješavanje ispita je 60min; odnosno 75 min i korištenje riječnika ukoliko engleski nije materinji jezik. Nije dopušteno konzultiranje literature. Za prolaz je potrebno minimalno 65% točnih odgovora ( odnosno 28/40).

Polaganje ispita: Ispit se polaže dan nakon završetka seminara, u vremenu 9:00-12:00. Preliminarni rezultati (prolaz/pad) su dostupni unutar sat vremena od završetka ispita, a postignute bodove i elektronički certifikat dobivate u roku dva radna dana.

ITIL 4 Create, Deliver & Support (CDS) detaljnije…

Introduction

The key to successfully managing IT is to treat it as an interconnected system. Designing, building, testing, launching, running, and supporting IT-enabled products and services must be done as part of a combined operation in order to create real and sustainable value. This is the purpose of ITIL 4 CDS: helping users establish an ongoing and seamlessly integrated process for creating, delivering, and supporting IT services while continuously delivering value to customers.

By taking this course you will learn:

  • How different value streams are built, tested and delivered, as part of an end to end process of continual iterations and feedback loops
  • How to integrate various value streams
  • How to assess service performance and utilize methods designed to improve service quality
  • How to use ITIL 4 in practice to plan and build value streams and chains, creating, delivering and supporting services that deliver essential value
  • Everything needed to pass the official ITIL 4 CDS exam

Why should you take this course?…

  • The course features interactive videos, instructor-led audio, and other online training assets designed alongside highly experienced subject matter experts
  • The course features regular knowledge checks as well as a practice exam simulator to help students prepare for the ITIL CDS certification exam
  • We offer each student a FREE exam voucher, as well as a FREE resit with Exam Pledge
  • This course is fully accredited by PeopleCert on behalf of AXELOS

Course Content:

This introductory module gets students up to speed with the main features, aims, objectives, and structure of the course, along with the overall learning plan.

Students receive a syllabus, diagram pack, glossary, further reading and links document, and a collection of refresher materials. The module also covers some of the most frequently asked questions for the ITIL 4 Managing Professional stream.

This module examines the role of different business skills in IT service management, including:

  • How organizations are typically structured, with people, teams, cultures all creating potential challenges to service value systems (SVS)
  • What kind of impact good communication can have on an SVS
  • How to plan and manage resources and utilize results-based reporting
  • The importance of creating and sustaining cultures that support continual improvement
  • The inherent value of information and technology, and how they can be used to create, deliver and support services. This can include collaboration, robotic process automation, integration and data sharing, machine learning and artificial intelligence
  • How to choose and implement effective information models

This module examines ITIL value chains and value streams, as well as several ITIL practices. It addresses:

  • Key terminology, definitions, and analogies
  • The structure of typical ITIL service value chains and value streams, and how they are utilized within businesses and organizations
  • How to design value streams and describe steps within a value stream
  • Value stream mapping and processes, along with their considerations
  • How to create value streams for new services and apply core ITIL practices to ensure their success
  • How to restore live services by creating value streams and applying core ITIL practices to ensure their success
  • What a user support journey map looks like

This module looks at how to coordinate and manage work activities, including:

  • How to prioritize and structure work in order to create, deliver and support IT-enabled services
  • Various techniques which can be used to support work prioritization, such as ‘swarming’
  • Important commercial considerations, including sourcing and building components for individual services
  • Defining requirements, sourcing models and commodification
  • How to integrate and manage services

These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Create, Deliver & Support examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.

When you feel you are ready to sit the ITIL CDS exam, simply contact us to request your FREE exam voucher.

This is a short module that sign-posts the end of the course.

Ispit

Ispit  se održava nastavno na seminar:

  • Jezik: engleski
  • Trajanje: 120 min za polaznike kojima engleski nije materinji jezik ( inače 60 min)
  • 40 pitanja s višestrukim izborom (a,b,c,d) s jednim točnim odgovorom, bez negativnih bodova
  • Za prolaz je potrebno minimalno 28 točnih odgovora (65%)
  • Certifikat dodjeljuje: Peoplecert (Ispitni institut)
  • Akreditirana trening organizacija (ATO) za provedbu ispita: ITSM Partner Consulting
  • Certifikat: Nakon uspješno položenog ispita, dobiva se međunarodno priznati certifikat: ITIL 4 Specialist: Create Deliver and Support Certificate in IT Service Management. Certifikat se dobiva kao e-certifikat unutar dva radna dana od polaganja ispita.

Ciljevi, preduvjeti, akreditacija…

  • Usvojiti terminologiju, koncepte i definicije ITILa 4
  • Razumjeti ITIL 4 pristup koji opisuje ITIL sustav vrijednosti usluge ( eng. ITIL Service Value System), ITIL Lanac vrijednosti usluge (eng. ITIL Service Value Chain), Tokove vrijednosti ( eng. Value streams) i Prakse ( eng. Practices)
  • Razumjeti ključne ITIL 4 prakse te njihov doprinos u izvršavanju IT Service Management aktivnosti (svrha, najbolje prakse, aktivnosti)
  • Shvatiti prednosti korištenja ITIL 4 najboljih praksi
  • Sklopiti mozaik ITIL 4 praksi u jednu veliku sliku; upoznati zavisnosti praksi
  • Diskutirati, analizirati i sagledati mogućnost primjene ITIL 4 preporuka u vlastitoj organizaciji
  • Opcionalno: dokazati stečeno znanje polaganjem ispita i ostvarivanje ITIL 4 Foundation certifikat

Tipični polaznici su:

  • IT menadžeri, IT voditelji, IT konzultanti, operativni menadžeri, generalni menadžeri, arhitekti rješenja (eng. Solution architects), IT stručnjaci i poslovni menadžeri
  • Svatko zainteresiran za razumijevanje osnova ITIL 4 dobrih praksi
  • Svatko zainteresiran za poboljšanje kvalitete upravljanja IT uslugama
  • IT profesionalci iz organizacija gdje se ITIL već koristi za upravljenje IT uslugama

  • Potrebno je znanje engleskog jezika (budući su materijali za seminar i ispit na engleskom jeziku)
  • Poželjne su IT vještine i poznavanje procesa/praksi upravljenja IT uslugama ( eng. IT Service Management-a)

ITSM Partner Consulting je akreditirana organizacija za obuku (eng. Accredited Training Organisation(ATO)) te ovlaštena za provođenje ITIL treninga i polaganje ITIL ispita

Neprekidno usavršavamo svoje treninge, stoga jamčimo da su naši ITIL 4 seminari uvijek u skladu s aktualnim nastavnim planom i programom propisanim od tvrtke Axelos Limited (vlasnika svih prava za ITIL).

 

Accredited ITIL® Create, Deliver and Support training is provided by ITSM Partner GmbH Wien, accredited by PeopleCert.

ITIL® Create, Deliver and Support is a registered trade mark of AXELOS Limited. All rights reserved.

ITIL® 4 INTERAKTIVNI WEBINARI

…svi ITIL 4 moduli su dostupni kao interaktivni webinari!

 
KONTAKT