ITIL® 4 Specialist: Create, Deliver and Support
Course Information
Certification: ITIL® 4 Specialist: Create, Deliver and Support Duration: 3 Days Domain: IT Service Management Delivery Method: Classroom/Virtual Classroom |
Accreditor: PeopleCert on behalf of AXELOS Available Languages: Portuguese, English |
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.
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 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
Prerequisites:
For taking the ITIL® 4 Specialist: Create, Deliver and Support course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.
Course Agenda:
Day 1 |
Day 2 |
Day 3 |
Course Introduction |
Module 3: Information Technology to Create, Deliver and Support Services (Contd.) |
Module 6: Value Stream for User Support (Contd.) |
Module 1: Organization and Culture |
Module 4: Value Streams |
Module 7: Prioritize and Manage Work |
Module 2: Effective Teams |
Module 5: Value Stream to Create, Deliver and Support Services |
Module 8: Commercial and Sourcing Considerations |
Module 3: Information Technology to Create, Deliver and Support Services |
Module 6: Value Stream for User Support |
Exam Preparation |
Exam |
Course Outline:
Course Introduction
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
Exam Information
Exam Facts
Delivery |
Online and Paper-based |
Format |
Closed book |
Proctoring |
Live or Web-proctored |
Duration |
90 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time) |
# of questions |
40 simple multiple choice (1 mark per question)
|
Pass Grade |
70% or higher (28 correct answers) |
Exam Prerequisites
- For taking the ITIL® 4 Specialist: Create, Deliver and Support exam, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.
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Exam Team |
Exam support, login questions, and proctor support questions; |
Relevant trademarks
ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.