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…

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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

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 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.

Course Information

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

Audience

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

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

Course Outline

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

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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.

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Learner Coursebook

Coursebook with all the relevant information required for the learner to take and pass the exam.

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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.

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Pre-course Reading

Brief guide with relevant information for the learner to understand before attending the course.

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Pre-course Questionnaire

A short assessment of a learner’s understanding of a subject prior to the course.

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Exercises

Quizzes or group-based discussions to practise and reinforce a learner's understanding of the course content.

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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.

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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.

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Quick References

A printable multi-page PDF with a summary of the key elements of the course.

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Course Agenda

Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.

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Course Videos

Videos that can be used in a classroom, blended, and self-study environment that explain the key elements of the course.

Delivery is subject to EdCast Marketplace terms and conditions.

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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