Training & Certifications

ITIL® 4 Specialist : Create, Deliver, Support

This course prepares students for the ITIL 4 Create Deliver & Support exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

Program Objectives

By the end of the program, participants will be able to:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL™ 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL™ 4 Create, Deliver, Support examination
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement

Target Audience

The target audience for this qualification is:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
  • Existing ITIL qualification holders wishing to develop their knowledge

Duration

This program is a 3-day intensive training class.

Pre-Requisite

Participants must have ITIL 4 Foundation certification to join this program.

Assessment

Participants will take the ITIL 4 Managing Professional Create, Deliver, and Support exam which contains 40 multiple choice questions with an exam duration of 90 minutes. The exam will be held closed book and participants must get a minimum score of 70% (28 out of 40) to get certified.

Award

Participants who pass the exam will be awarded the ITIL® 4 Specialist: Create, Deliver and Support certificate from Axelos.

Program Modules

Module 1 : Organization and Culture
  • Organizational Structures
  • Team Culture
  • Continual 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 Services
  • 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 Streams
  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services
  • Value Stream Model 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
  • Prioritizing Work
  • Swarming
  • Shift-Left Approach

Module 8 : Commercial and Sourcing Considerations
  • Build or Buy
  • Sourcing Models
  • Service Integration and Management
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