Module 01 – OVERVIEW
- Workbook (Pdf)
- Overview
- Review Quiz (Number of attempts allowed: Unlimited)
Module 03 – FOUNDATION RECAP
- Workbook (Pdf)
- 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
- Review Quiz (Number of attempts allowed: Unlimited)
Module 05 – USING A SHIFT LEFT APPROACH
- Workbook (Pdf)
- What Is Shift Left
- Shift Left Approaches
- Review Quiz (Number of attempts allowed: Unlimited)
Module 07 – VALUE OF INFORMATION AND TECHNOLOGY IN THE SVS
- Workbook (Pdf)
- 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
- Review Quiz (Number of attempts allowed: Unlimited)
Module 09 – VALUE STREAM FOR DEVELOPMENT OF A NEW SERVICE
- Workbook (Pdf)
- 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
- Review Quiz (Number of attempts allowed: Unlimited)
Module 11 – HOW TO CREATE DELIVER AND SUPPORT SERVICES
- Workbook (Pdf)
- Prioritisation
- Managing Work As Tickets
- Prioritisation And Demand Management
- Swarming
- Review Quiz (Number of attempts allowed: Unlimited)
Module 13 – SOURCING MODELS & CONSIDERATIONS
- Workbook (Pdf)
- Sourcing Models And Options
- Review Quiz (Number of attempts allowed: Unlimited)
Module 15 – CREATE, DELIVER, AND SUPPORT SAMPLE PAPER
- Workbook (Pdf)
- ITIL® CDS Sample Paper Part 1
- ITIL® CDS Sample Paper Part 2
- Review Quiz (Number of attempts allowed: Unlimited)
Module 02 – THE CREATE, DELIVER, AND SUPPORT EXAM
- Workbook (Pdf)
- The Create, Deliver, And Support Exam
- Review Quiz (Number of attempts allowed: Unlimited)
Module 04 – CONCEPTS OF A SERVICE VALUE SYSTEM
- Workbook (Pdf)
- Organisational Structures
- Collaborative Teams
- Capabilities, Roles, Competencies
- Competencies
- Team Culture
- Cultural Fit
- Service Empathy And Mindsets
- Employee Needs
- Communications Principles
- Review Quiz (Number of attempts allowed: Unlimited)
Module 06 – PLANNING AND MANAGING RESOURCES IN THE SVS
- Workbook (Pdf)
- 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
- Review Quiz (Number of attempts allowed: Unlimited)
Module 08 – VALUE STREAMS
- Workbook (Pdf)
- Anatomy Of A Value Stream
- The Value Chain Map
- Designing A Value Stream
- Metrics When Measuring A Value Stream
- Review Quiz (Number of attempts allowed: Unlimited)
Module 10 – VALUE STREAM FOR RESTORATION OF A LIVE SERVICE
- Workbook (Pdf)
- 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
- Review Quiz (Number of attempts allowed: Unlimited)
Module 12 – BUY VS BUILD CONSIDERATIONS
- Workbook (Pdf)
- Advantages Of Building
- Outsourcing Success Factors
- Selecting Vendors / Suppliers
- Review Quiz (Number of attempts allowed: Unlimited)
Module 14 – SERVICE INTEGRATION AND MANAGEMENT
- Workbook (Pdf)
- Introduction To Service Integration And Management
- Service Integration And Management Models
- Review Quiz (Number of attempts allowed: Unlimited)