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.
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.
Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
Online Proctoring Guidelines
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
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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
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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
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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 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.
