- COURSE
ITIL 4 Specialist: Create, Deliver, and Support
Price:
Duration:
Certification:
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.
As a part of this course, all candidates will receive an exam voucher to schedule the ITIL Specialist: Create, Deliver, and Support exam through Peoplecert. As of February 1, 2022, all exams will be administered in an online proctored format only. Exams can be scheduled at www.peoplecert.org.
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The ITIL courses on this page are offered by Global Knowledge ATO/Affiliate of AXELOS Limited. ITIL is a registered trade mark of AXELOS Limited. All rights reserved.
Upcoming Class Dates and Times
All Sunset Learning courses are guaranteed to run
Course Outline and Details
Prerequisites
Candidates must hold the ITIL 4 Foundation certificate.
Target Audience
- 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
- 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
- Understand the role of governance, risk, and compliance and how to integrate the principles and methods into the service value system
- Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
- Preparation to sit the ITIL 4 foundation examination
Course Outline
Understand the concepts and challenges relating to the following across the service value system:
- Organizational 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 coordinate, 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)