ITIL 4 SpecialistThe ITIL® 4 Specialist Course: Create, Deliver and Support in Singapore provides hands-on guidance in applying the concepts described in ITIL® Foundation. It explores various working approaches and how ITIL® 4 can be combined with new technologies to deliver the best outcome for an organisation. It also recommends taking a holistic approach to people and culture to support the delivery of successful outcomes. There are numerous areas that are critical to success, such as customer experience, organisational change and culture, team dynamics, cross-team collaboration, employee well-being, commercial operation and automation. The module covers these capabilities, emphasising people, culture and ways of working, which are valued as much as the processes, standards, technology and other proven structured approaches that support them.

BridgingMinds offers the ITIL® 4 Specialist Course: Create, Deliver and Support in Singapore which addresses the team management and cultural aspects of product and service management, demonstrates how to integrate management practices into end-to-end value streams and provides an overview of the technologies and tools which support service management. Practices that are particularly relevant to this module, like change enablement, incident management, knowledge management, monitoring and event management, problem management, release management, deployment management, service desk, service design, service level management, service testing and validation and software development and management, are covered. Prior knowledge from the ITIL® 4 Specialist Foundation Course in Singapore and other ITIL® management practice guides can form a holistic approach to service management.

Learning Outcomes

Duration – 4 days

1) Plan and build a service value stream to create, deliver and support services

  • Organisational structure
  • Team structure, roles, competencies and capabilities
  • Team differences and culture
  • Mindset that is customer-oriented
  • Positive communications
  • Workforce planning
  • Employee satisfaction management
  • Results-based measuring and reporting
  • Reporting and advanced analytics
  • Machine learning and artificial intelligence
  • Robotic process automation
  • Continuous Deployment/Integration

2) Key ITIL® 4: Create, Deliver and Support practices across the Service Value System

  • Service Design
  • Software Development and Management
  • Release Management
  • Service Testing and Validation
  • Change Enablement
  • Service Desk
  • Deployment Management
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

3) Co-ordinate, prioritise and structure work and activities

  • Managing work as tickets
  • Prioritising work
  • Buy vs Build considerations
  • Sourcing Options
  • Service integration and management

The ITIL® 4 Specialist: Create, Deliver and Support course in Singapore would benefit individuals in the Service industry or IT practitioners, Help Desk Personnel/Service Desk, Process Consultants/Owners/Managers, IT Quality/Audit Professionals, Account Managers, Risk Management Professionals, Service Team Leaders/Managers/Supervisors Strategy/Governance Executives, Business Development Professionals, Relationship Professionals, Project Managers and anyone interested in IT Service Management.

Course Pre-requisites:

A pass in ITIL® 4 Foundation certification exam.

Certification Exam :

40 multiple-choice-questions, 90 minutes exam, 70% pass mark leads to the individual certification achievement.

Singapore
2023

Dec

11 – 14

2024

Feb

26 – 29

Apr

22 – 25

Jun

18 – 21

Aug

12 – 15

Oct

7 – 10

Dec

2 – 5

Duration: 4 Days

Course Fee

 

Course Fee w/o GST $2,500.00
Course Fee w. GST (9% effective 1st Jan 2024) $2,725.00
SME (Company Sponsored) – All Singaporean and Permanent Resident Employee $975.00
Singapore Citizens aged 40 years old and above $975.00
Singapore Citizen and Permanent Resident aged 21 years old and above $1,475.00

Exam Fee

  • Exam Voucher is included in course fee above.

Certification Body

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