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.

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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 Profile

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

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 Materials:

The ITIL® 4 Specialist: Create, Deliver and Support course includes the following course components:

• For Participants
  • Course Book (eBook or printed)
  • Pre-course Reading
  • Post-course Reading
  • Practice Questions

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