ITIL® 4 Specialist: Create, Deliver, and Support
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ITIL® and IT Service Management
On-Site, Virtual
4 days
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 4-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
Who should attend
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 the 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 materials
The ITIL® 4 Specialist: Create, Deliver, and Support course includes the following course components:
- For Participants
- Course Book (eBook or printed)
- Pre-Course Reading
- Post-Course Reading
- Practice Questions
Course agenda
| Day 1 | Day 2 | Day 3 | Day 4 |
| Course Introduction | Module 3: Information Technology to Create, Deliver and Support Services (Contd.) | Module 5: Value Stream to Create, Deliver and Support Services (Contd.) | Module 8: Commercial and Sourcing Considerations |
| Module 1: Organization and Culture | Module 4: Value Streams | Module 6: Value Stream for User Support
|
Exam Preparation |
| Module 2: Effective Teams | Module 5: Value Stream to Create, Deliver and Support Services | Module 7: Prioritize and Manage Work | |
| Module 3: Information Technology to Create, Deliver and Support Services |
Exam information
Exam facts
| Delivery | Web-based |
| Format | Closed book |
| Proctoring | Web-proctored |
| Duration | 90 minutes (candidates taking exam in a language that is not their native may be awarded 25% extra time) |
| # 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 location
Exam will be conducted online with a virtual proctor using an exam voucher which is included with the purchase of the course.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
The ITIL® 4 Specialist: Create, Deliver, and Support course is provided by Auslyn Group, Inc., an ATO of PeopleCert.
Course outline
- Organizational Structures
- Team Culture
- Continuous Improvement Culture
- Collaborative Culture
- Customer-Oriented Mindset
- Positive Communication
- Capabilities, Roles and Competencies
- Workforce Planning
- Employee Satisfaction Management
- Results Based Measuring and Reporting
- Integration and Data Sharing
- Reporting and Advanced Analytics
- Collaboration and Workflow
- Robotic Process Automation
- Artificial Intelligence and Machine Learning
- CI/CD
- Information Model
- Anatomy of a Value Stream
- Designing a Value Stream
- Value Stream Mapping
- Value Stream for Creation of a New Service
- Value Stream Model for Restoration of a Live Service
- Managing Queues and Backlogs
- Prioritizing Work
- Shift-Left Approach
- Build or Buy
- Sourcing Models
- Service Integration and Management
