ITIL® 4 Specialist - Create, Deliver & 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.
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
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 exam, a candidate must have passed the ITIL® 4 Foundation or ITIL® V3 Foundation examination.
Course material:
All course material will be delivered digital and consist of:
- Course material with slide sett
- Notebook with sample exams
- Official ITIL CDS manual
- PodCast which sums up the highlights per day
How to take the exam:
Regular classroom courses:
Paperbased exam at the end of the last course day
Virtual courses:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course
For both alternatives:
If you fail on your first attempt you receive a free online retake voucher. This can only be conducted online.
Agenda:
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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 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 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 Preparation
Exam
About the exam:
- Format: Closed Book
- Duration: 90 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
- Number of questions: 40 simple multiple choice (1 mark per question)
- Pass Grade :70% or higher (28 correct answers)
Exam Prerequisites:
For taking the exam, a candidate must have passed the ITIL® 4 Foundation or ITIL® V3 Foundation examination.
