ITIL® 4 Specialist: Create, Deliver and Support – Classroom

Course Information 

Certification: ITIL® 4 Specialist: Create, Deliver and Support Duration: 3 Days Delivery Method: Classroom/Virtual Classroom

Accreditor: PeopleCert on behalf of AXELOS Available Languages: 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 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 Agenda: 

Day 1	Day 2	Day 3	Day 4
Course Introduction	Module 3: Information Technology to Create, Deliver and Support Services (Contd.)	Module 5: Value Stream to Create, Deliver and Support Services (Contd.)	Module 8: Commercial and Sourcing Considerations
Module 1: Organization and Culture	Module 4: Value Streams	Module 6: Value Stream for User Support	Exam Preparation
Module 2: Effective Teams	Module 5: Value Stream to Create, Deliver and Support Services	Module 7: Prioritize and Manage Work	Exam
Module 3: Information Technology to Create, Deliver and Support Services

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) Bloom’s Level 2 and 3
Pass Grade	70% or higher (28 correct answers)

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