Course Outline

• Core Service Management Activities
• Creation of Services
• Integrating Different Value Streams to Create, Deliver and Support IT-Enabled Products and Services
• Supporting Practices, Methods, and Tools
• Service Performance
• Understanding Service Quality and Improvement Methods
• Innovative, Reliable Tech-Enabled Service

Learning Objective

• The integration of different value streams and activities to create, deliver and support IT-enabled products and services
• Supporting practices, methods and tools
• Service performance and service quality and improvement methods
• How to continue to deliver innovative yet reliable tech-enabled services in an increasingly competitive market

Target Group

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
• Existing ITIL qualification holders wishing to develop their knowledge.

Pre-requisite

• The candidate must have passed the ITIL 4 Foundation examination.
• In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

Exam Details

• Type: Forty (40) multiple choice carrying 1 mark each.
• Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time
• Pass Score:70% (28of 40)

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training