ITIL® 4 Specialist: Create, Deliver and Support
This courseware is available in a Virtual Classroom configuration.
The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass…
Read More| Certificate | ITIL® 4 Specialist: Create, Deliver and Support | |
| Duration | 3 Days | |
| Delivery | Blended, Online, Classroom, Virtual Classroom, Self-study | |
| Accreditor | AXELOS, PEOPLECERT | |
| Languages | English |
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What is included in ITIL® 4 Specialist: Create, Deliver and Support
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 3-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.
Certification: ITIL® 4 Specialist: Create, Deliver and Support
Duration: 3 Days
Domain: Service Management
Delivery Method: Blended, Online, Classroom, Virtual Classroom, Self-study
Accreditor: AXELOS, PEOPLECERT
Available Languages: English
Purchase Options: Pay Per Use Courseware, Subscription Courseware
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
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
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
Available Courseware For ITIL® 4 Specialist: Create, Deliver and Support
Instructor Package
Includes a slide deck suitable for Classroom and Virtual Classroom delivery, instructor notes to guide the trainer through the course delivery, and a version of the Coursebook.
Learner Coursebook
Coursebook with all the relevant information required for the learner to take and pass the exam.
Exam & Exam Preparation
Official AXELOS & PEOPLECERT exam and additional mock exam that can be taken by the learner so as to help prepare the learner to pass the exam.
Pre-course Reading
Brief guide with relevant information for the learner to understand before attending the course.
Pre-course Questionnaire
A short assessment of a learner’s understanding of a subject prior to the course.
Exercises
Quizzes or group-based discussions to practise and reinforce a learner's understanding of the course content.
Case Study
Case study based program, where a real-life case study is integrated with the program, and individual and group-based exercises are provided to help reinforce the learning.
End of Day Recap
A recap with the most relevant content of the day to help the instructor and learners evaluate the day’s learning objectives.
Quick References
A printable multi-page PDF with a summary of the key elements of the course.
Course Agenda
Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.
Course Videos
Videos that can be used in a classroom, blended, and self-study environment that explain the key elements of the course.
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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.
Gabriel Espinosa
Service Desk Manager At City National Bank