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

  • Course Code: IT Service Management - ITIL® 4 Specialist: Create, Deliver and Support - Classroom
  • Course Dates: Contact us to schedule.
  • Course Category: IT Service Management Duration: 3 Days 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

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) 

ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.  

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