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 3-day 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.
Duration Learning Credits
1 day-8 hours of 8 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: USD 595.00
Regular Price: USD 795.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: USD 495.00
Regular Price: USD 695.00
Private Group/ In-House Learning:
Have a group of 5 or more people? Register
yourself with a special pricing and request
the training exclusively
Module 1: Organization and Culture
● Organizational Structures
● Team Culture
● Continuous 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 Service
● 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 Stream
● Anatomy of a Value Stream
● Designing a Value Stream
● Value Stream Mapping
Module 5: Value Stream to Create, Deliver and Support Services
● Value Stream 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
● Shift-Left Approach
● Prioritizing Work
Module 8: Commercial and Sourcing Considerations
● Build or Buy
● Sourcing Models
● Service Integration and Management
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
● 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