NetCom learning webinar an introduction to itil®4 create, deliver & support(handouts)

© 1998-2021 NetCom Learning www.netcomlearning.com info@netcomlearning.com 1-888-563-8266
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An Introduction to
ITIL 4 Create, Deliver
& Support
Soumik Das
NetCom Learning

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Introduction to ITIL 4 –Create, Deliver and Support
Manage teams effectively and build a culture for success
Value Streams
AGENDA

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INTRODUCTION TO CREATE, DELIVER AND SUPPORT
• The ITIL®4 Specialist: Create, Deliver and Support module is
part of the ITIL 4 Managing Professional stream and you need
to pass the related certification exam for working towards
the ‘Managing Professional’ (MP) designation.
• ITIL 4 Create Deliver and Support covers the integration of a
number of proven areas of what we might know as ‘IT’ areas
of work –from design, to build and test, launch, run and
support of products and services.

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ITIL 4 CREATE, DELIVER AND SUPPORT AND SERVICE VALUE CHAIN
The Create, Deliver and Support aligns with the middle part of
value chain, which is about creating, delivering and supporting
services. The service value activities that are closely associated
with Create, Deliver and Support module are Design &
Transition, Obtain/Build and Deliver & Support.

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KEY AUDIENCE
The target audience for Create, Deliver and Support includes,
but are not limited to, the following:
• Service management practitioners involved at any stage of
product and service lifecycles
• Team leads and middle management of service providers
• Service and product owners
• People currently known as process owners and managers

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KEY AUDIENCE
Professionals with following job titles are expected to benefit
from this module:
• IT Operations Manager, Availability Manager, Service Desk,
Service Managers, Service Architects, Security Manager,
Technology Support teams, UX/UI Designer, Development
Managers, Developers, Testers, Infrastructure Operations
Engineer, Software Developer
• Product owners, Project Managers, Business Relationship
Manager; Customer Relationship Manager

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ORGANIZATION AND CULTURE

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CULTURE FOR SERVICE PROVIDERS
Culture provides distinguishing features to service provider and
promotes its value proposition. Culture is a critical factor in the
creation, delivery, and support of products and services.

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GUIDELINES FOR STRONG TEAM CULTURE

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VALUE STREAMS
Value streams can be visualized as journeys through activities in
the service value chain, for a specific scenario or type of
demand.
• A value stream may involve many service value activities.
• A value stream can even loop round to carry out similar value
chain activities many times.
Every value stream starts with demand and ends with value.

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CONSIDERATIONS FOR DESIGNING A VALUE STREAM
• Select the right perspective to document value stream
• Start and end points
• Flexibility
• Granularity
• Identify steps
• Step order
• Map to the service value chain
• Map to practices

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CONSIDERATIONS FOR DESIGNING A VALUE STREAM
The value stream model for development of a new service
describes the common patterns of work required to create a
new service, something that requires significant effort and
coordination across the organization.

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VARIATION IN DEMAND REQUIRES PRIORITIZATION
Prioritization of work to create, deliver, and support services is
necessary to co-create value while minimizing costs and risks
that arise from unfulfilled demand and from idle capacity.
At a high level, if demand is created when idle capacity exists,
then there is no need for prioritization of work, and the work to
fulfill demand can start immediately.
When demand exceeds capacity, organizations need to manage
demand and minimize queues to avoid the need to prioritize
work.

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To watch the recorded webinar video for live demos, please access the link:
https://bit.ly/3Gla00h
RECORDED WEBINAR VIDEO

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ABOUT NETCOM LEARNING
NetCom Learningis an award-winning
global leader in managedlearning
services, training and talentdevelopment.
Founded : 1998
Headquarters : NewYorkCity
Delivery Capability : Worldwide
CEO : RussellSarder
100K+
Professionals
trained
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14K+
C
orporate
clients
3500
IT,Business&
Soft Skillscourses
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Of customers
recommend usto others
8.6/9
Instructor
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Fortune100
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op20
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Company
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RECOMMENDED COURSES AND MARKETING ASSETS
NetCom Learning offers a comprehensive portfolio for Business Process
» About ITIL 4 Foundation With Certification Exam - Class Scheduled on Nov 17
» About ITIL 4 Specialist: Create, Deliver And Support (CDS) With Certification Exam - Class Scheduled on Nov 22
» About Overview Of ITIL 4 - Foundation To Expert
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You can also access the below Marketing Assets
» Free 1hr Training - How to Manage your Projects with Disciplined Agile (DA)
» Free On-Demand Training - Solve Business Challenges with Wicked Problem-Solving
» Blog - Your Ultimate Guide to ITIL® Concepts and Processes
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UPCOMING WEBINARS
 Validate your Skills with Cisco DevNet Certification for DevOps
 An Introduction to ITIL®4 Managing Professional Transition
 AWS Discovery Day - An official introduction to the core concepts of cloud and AWS
 How to Migrate Workloads to the Google Cloud
 Microsoft Azure Administrator Master Class is a complimentary 3.5 Hour Instructor-led
Virtual session
 Learn the A to Z of IT Fundamentals with CompTIA A+ Certification
 AWS Discovery Day - An official introduction to the core concepts of cloud and AWS
 How to Migrate Workloads to the Google Cloud
 Microsoft Azure Administrator Master Class is a complimentary 3.5 Hour Instructor-led
Virtual session
 Accelerate your AI/ML journey with Red Hat.
 An Introduction to CompTIA Security+ SY0 601
& More
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PROMOTIONS
Free ITIL®4 Training
With the introduction of ITIL®4, businesses are leaning towards a clear capability model, aligning them to the business strategy
and customer needs. NetCom Learning brings you a complimentary 2-hour ITIL®4 training to help your teams understand the
essential components of the ITIL®4 framework from Foundations to Expert level. Learn More
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PROMOTIONS
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BUILDING AN INNOVATIVE LEARNING ORG.
A BOOK FROM RUSSELL SARDER,
CEO AT NETCOM LEARNING
A framework to build a smarter
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