ITIL® 4  Specialist: Create, Deliver, and Support

(4 days)

 

Course Description

The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL 4 Specialist: Create, Deliver, and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

The ITIL® 4 Specialist: Create, Deliver, and Support course is a 4-days course based on the ITIL 4 Specialist: Create, Deliver, and Support exam specification from AXELOS. With the help of ITIL 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL 4 Specialist: Create, Deliver, and Support certification exam.

Learning Objectives

The learning objectives of the course are based on the following learning outcomes of the ITIL 4 Specialist: Create, Deliver, and Support exam specification:

  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Know how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
  • Know how to create, deliver and support services

Who Should Attend

The ITIL® 4 Specialist: Create, Deliver, and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

Professionals with the 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

Prerequisites

For taking the ITIL® 4 Specialist: Create, Deliver, and Support course, a candidate must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.

Course Materials

The ITIL® 4 Specialist: Create, Deliver, and Support course includes the following course components:

  • For Participants
    • Course Book (eBook or printed)
    • Pre-Course Reading
    • Post-Course Reading
    • Practice Questions

Course Agenda

Day 1 Day 2 Day 3 Day 4
Course Introduction Module 3: Information Technology to Create, Deliver and Support Services (Contd.) Module 5: Value Stream to Create, Deliver and Support Services (Contd.) Module 8: Commercial and Sourcing Considerations
Module 1: Organization and Culture Module 4: Value Streams Module 6: Value Stream for User Support

 

 Exam Preparation
Module 2: Effective Teams Module 5: Value Stream to Create, Deliver and Support Services Module 7: Prioritize and Manage Work
Module 3: Information Technology to Create, Deliver and Support Services

Course Outline

 

Course Introduction

 

Module 1: Organization and Culture

  • Organizational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication

Module 2: Effective Teams

  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service

  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model

Module 4: Value Stream

  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

  • Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

  • Value Stream Model for Restoration of a Live Service

Module 7: Prioritize and Manage Work

  • Managing Queues and Backlogs
  • Prioritizing Work
  • Shift-Left Approach 

Module 8: Commercial and Sourcing Considerations

  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

Exam Information

Exam Facts

Delivery Web-based
Format Closed book
Proctoring Web-proctored
Duration 90 minutes (candidates taking exam in a language that is not their native may be awarded 25% extra time)
# of Questions 40 simple multiple choice (1 mark per question)

Bloom’s Level 2 and 3
Pass Grade 70% or higher (28 correct answers)

Exam Location

Exam will be conducted online with a virtual proctor using an exam voucher which is included with the purchase of the course.

ITIL® is a registered trade mark of AXELOS Limited.

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