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…
|Certificate||ITIL® 4 Specialist: Create, Deliver and Support|
|Delivery||Blended, Online, Classroom, Virtual Classroom, Self-study|
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
- 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
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.
Coursebook with all the relevant information required for the learner to take and pass the exam.
Brief guide with relevant information for the learner to understand before attending the course.
A short assessment of a learner’s understanding of a subject prior to the course.
Quizzes or group-based discussions to practise and reinforce a learner's understanding of the course content.
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.
Mock exams that can be taken by the learner with diagnostic feedback so as to help prepare the learner to pass the exam.
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.
A printable multi-page PDF with a summary of the key elements of the course.
Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.
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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