ITIL® 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.

Beskrivelse:

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.

Målgruppe:

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

Forkunnskaper:

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.

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

Agenda:

    1. 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

    • 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)
      • Bloom’s Level 2 and 3
    • Pass Grade :70% or higher (28 correct answers)

    Exam 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.  

    Exam Location

    • Exam can be conducted on the last day of the course in the classroom, or the participants can take the online exam later.  

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