ITIL®4 Specialist - Create, Deliver & Support
3-Days

Overview

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

• to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
• to provide the candidate with an understanding of service performance, service quality and improvement methods.

The purpose of the ITIL 4 Create, Deliver and Support Examination is:

• to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, 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.

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.

Content

Understand how to plan and build a service value stream to create, deliver and support services:

• Understand the concepts and challenges relating to the following across the service value system:
  • Organisational structure
  • Integrated/collaborative teams
  • Team capabilities, roles, competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction management
  • The value of positive communications
• Understand how to use a ‘shift left’ approach
• Know how to plan and manage resources in the service value system:
  
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement
• Understand the use and value of information and technology across the service value system:
  
  • Integrated service management toolsets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation (RPA)
  • Artificial intelligence and machine learning
  • Continuous integration and delivery/deployment (CI/CD)
  • Information models

Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

• Know how the following ITIL practices contribute to a value stream for a new service
  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Enablement
• Know how to use a value stream to provide user support
• Know how the following ITIL practices contribute to a value stream for user support
  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Know how to create, deliver and support services

• Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
  • Managing queues and backlogs
  • Prioritizing work
• Understand the use and value of the following across the service value system:
  • Buy vs build considerations
  • Sourcing options
  • Service integration and management (SIAM)

Exam

• 90 minutes closed book exam
• 40 multiple choice questions (each one being worth 1 mark)
• Pass mark 28 out of 40 or 70%.
• Candidates must have passed the ITIL4 Foundation examination to attend this course.

Dates For ITIL®4 Specialist - Create, Deliver & Support

Heywood (Manchester)

• 13-15 January 2020 (Fully booked)
• 24-26 February 2020
• 20-22 April 2020
• 20-22 July 2020
• 12-14 October 2020

London

• 17-19 February 2020
• 23-25 March 2020
• 20-22 April 2020
• 27-29 May 2020

To book any of these dates, please see below.