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Home » ITSM » ITIL® (4) Specialist: Create, Deliver, and Support – Classroom

Course Skill Level:

Intermediate

Course Duration:

3 day/s

  • Course Delivery Format:

    Live, instructor-led.

  • Course Category:

    ITSM

  • Course Code:

    I4SCDSV21M09

Who should attend & recommended skills:

ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery with a passed exam & accredited training course for this module

Who should attend & recommended skills

  • The ITIL 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled and 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 ITIL® (4) Foundation examination: Required (passed) An accredited training course for this module must have been attended

About this course

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.

Skills acquired & topics covered

  • 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

Course breakdown / modules

  • Organizational Structures 
  • Team Culture 
  • Continuous Improvement Culture 
  • Collaborative Culture 
  • Customer-Oriented Mindset 
  • Positive Communication

  • Capabilities, Roles and Competencies 
  • Workforce Planning 
  • Employee Satisfaction Management 
  • Results Based Measuring and Reporting

  • Integration and Data Sharing 
  • Reporting and Advanced Analytics 
  • Collaboration and Workflow 
  • Robotic Process Automation 
  • Artificial Intelligence and Machine Learning 
  • CI/CD 
  • Information Model

  • Anatomy of a Value Stream 
  • Designing a Value Stream
  • Value Stream Mapping          

  • Value Stream for Creation of a New Service

  • Value Stream Model for Restoration of a Live Service

  • Managing Queues and Backlogs 
  • Prioritizing Work 
  • Shift-Left Approach

  • Build or Buy 
  • Sourcing Models 
  • Service Integration and Management

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