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ITIL® 4 Specialist: Create, Deliver and Support

This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.

Description

 

The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.

The course content reflects how IT service management (ITSM) has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.

As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.

This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.

This course prepares delegates for the ITIL 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL 4 Managing Professional status.

About This Course

 

The objectives of this course is for you to:

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

As part of the course, delegates will be prepared for and take the ITIL 4 Specialist: Create, Deliver and Support module examination. The exam is a closed book examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.

The course will help students to understand: -

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL 4 Create, Deliver, Support examination
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
  • Understand the concepts and challenges relating to the following across the service value system:
    • Organisational structure
    • Integrated/collaborative teams
    • Team capabilities, roles, competencies
    • Team culture and differences
    • Working to a customer-orientated mindset
    • Employee satisfaction management
    • The value of positive communications
    • Understand how to use a ‘shift left’ approach
    • Know how to plan and manage resources in the service value system:
      • Team collaboration and integration
      • Workforce planning
      • Results based measuring and reporting
      • The culture of continual improvement
    • Understand the use and value of information and technology across the service value system:
      • Integrated service management toolsets
      • Integration and data sharing
      • Reporting and advanced analytics
      • Collaboration and workflow
      • Robotic process automation (RPA)
      • Artificial intelligence and machine learning
      • Continuous integration and delivery/deployment (CI/CD)
      • Information models
    • Know how to use a value stream to design, develop and transition new services
    • Know how the following ITIL practices contribute to a value stream for a new service:
      • Service design
      • Software development and Management
      • Deployment management
      • Release management
      • Service Validation and testing
      • Change Enablement
    • Know how to use a value stream to provide user support
    • Know how the following ITIL practices contribute to a value stream for user support:
      • Service desk
      • Incident management
      • Problem management
      • Knowledge management
      • Service level management
      • Monitoring and event management
    • Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
      • Managing queues and backlogs
      • Prioritizing work
    • Understand the use and value of the following across the service value system:
      • Buy vs build considerations
      • Sourcing options
      • Service integration and management (SIAM) 

Certification Logo

Prerequisites

 

Candidates must hold the ITIL 4 Foundation certificate.

What's Included?

 

(*Classroom courses only)

Teas, Coffees, Refreshments and a full Lunch*

The Exam fees

Who Should Attend?

 

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery

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