Basics of IT Service Management based on ITIL, the most famous guide for service management. The purpose of this certification program is to familiarize the candidates with different aspects of IT services management and the way they can work together to create user satisfaction and increase profits in the company.
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 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.
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
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
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.
The ITIL® 4 Specialist: Create, Deliver and Support eLearning course includes the following course components:
Module 1: Organization and Culture
Continuous Improvement Culture
Module 2: Effective Teams
Capabilities, Roles and Competencies
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
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
Module 8: Commercial and Sourcing Considerations
Build or Buy
Service Integration and Management