Preloader spinner

ITIL® 4 Specialist: Create, Deliver, Support including exam

Image of man holding out his hand containing a wooden block with the word ITIL

ITIL® 4 SPECIALIST: CREATE, DELIVER, SUPPORT - INCLUDING EXAM

Course Code ITIL4CDS

Duration 3 days

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.

TARGET AUDIENCE

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.

COURSE OBJECTIVES

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.

COURSE PREREQUISITES

Attendees should meet the following prerequisites:

  • Candidates must hold the ITIL 4 foundation certificate.

TEST CERTIFICATION

Recommended preparation for exam(s):

  • ITIL® 4 - Create, Deliver, Support

The exam is 90 minutes long, 40 multiple choice questions.  Pass mark 28/40 – 70%  

Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.

View the ITIL 4 Certification Path

FOLLOW ON COURSES

The following courses are recommended for further study:

  • ITIL 4: Drive Stakeholder Value
  • ITIL 4: Direct, Plan and Improve
  • ITIL 4: High Velocity IT

FURTHER INFORMATION

ITIL® is a registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Students will receive fully digital student kit, proctor exam voucher, and a digital core guide as standard.

COURSE CONTENT

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)

Note - This course is delivered via our training partner Global Knowledge.

Global Knowledge logo

Public Schedule

RRP:  
£1,945 per delegate
Our price:  
£1,595 per delegate

Virtual Private Training

Contact us for pricing.

Onsite Training

Contact us for pricing.

Note

All prices exclude VAT at 20%.

VAT registration number: 450 4347 14

No items found.

You may like...

ITIL® 4 Specialist: Collaborate, Assure and Improve including exam

Earn your ITIL® 4 Specialist certification with a focus on collaboration, assurance, and continual improvement.

An icon of a person

£1,645 per delegate

An icon of a clock

3 Days

ITIL® 4 Specialist: Plan, Implement & Control including exam

Master ITIL 4's Plan, Implement, Control functions in our course to enhance IT operations and strategy, including exam preparation.

An icon of a person

£1,645 per delegate

An icon of a clock

3 Days

ITIL® 4 Specialist: Monitor, Support and Fulfil including exam

Gain expertise in service delivery with ITIL 4 Specialist: Monitor, Support and Fulfil, including key practices and exam.

An icon of a person

£1,645 per delegate

An icon of a clock

3 Days

Enquire about this course

ITIL® 4 Specialist: Create, Deliver, Support including exam
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Join our mailing list

Receive details on our new courses and special offers

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.