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 4-days 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.
Exam: Exam Included (online exam, live procter)
Certificate: ITIL® 4 Specialist: Create, Deliver, and Support
Prerequisites: ITIL® 4 Foundation
Duration: 3 days
Accreditor: AXELOS & PEOPLECERT
Delivery format: online or classroom
Course Materials: Course Book (eBook)
Course Introduction
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
Day 1
• Course Introduction
• Module 1: Organization and Culture
• Module 2: Effective Teams
• Module 3: Information Technology to Create, Deliver and Support Services
Day 2
• Module 3: Information Technology to Create, Deliver and Support Services (Contd.)
• Module 4: Value Streams
• Module 5: Value Stream to Create, Deliver and Support Services
• Module 6: Value Stream for User Support
Day 3
• Module 6: Value Stream for User Support (Contd.)
• Module 7: Prioritize and Manage Work
• Module 8: Commercial and Sourcing Considerations
• Exam Preparation
Day4
• Exam
Delivery: Online (Web based) or paper based
Format: Closed book
Proctoring: Live or Web-proctored
Duration: 90 minutes (candidates taking exam in a language that is not their native, may be awarded 25% extra time)
No. of questions: 40, simple multiple choice (1 mark per question)
Pass Grade: 70% (28 marks out of 40)
Exam Prerequisites: Participants have to pass the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.