ITIL® 4 Specialist: Create, Deliver, Support - Including Exam

ITIL® 4 Specialist: Create, Deliver, Support - Including Exam Course Overview

This course provides those IT leaders, practitioners and support staff who already hold the ITIL® 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL® 4 best practice service value system featured in the latest 2019 guidelines.

• This course includes a web proctored exam.

• ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Skills Gained

• After you complete this course you 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.

Who will the Course Benefit?

This course is aimed at:

• • 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.

Requirements

• Attendees should meet the following prerequisites:

• Candidates must hold the ITIL® 4 foundation certificate.

NOTE: Course technical content is subject to change without notice.

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Course Contents

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 to use a value stream to design, develop and transition new services

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 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)