ITIL 4 Specialist: Create, Deliver And Support
Overview
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.
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.
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
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.
Outline
- 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.
Exam Facts
| Delivery | Online (Web 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 |
| Pass grade | 70 % |
Related Certification
- Certified: ITIL® 4 Specialist: Create, Deliver and Support
