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.

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.

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 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.

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:

  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

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)
    • 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.  

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