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 2-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: 2 Days

Domain: Service Management

Delivery Method: Blended, Virtual Classroom, Self-study

Accreditor: AXELOS, PEOPLECERT

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

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

cOURSE iNCLUDES:

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