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ITIL® 4 Specialist: Create, Deliver and Support

New - Integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.

This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 or ITIL 3 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.

ITIL® is a registered trademark 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.

GK# 100437 Vendor# ITIL Splt: CDS
Vendor Credits:
  • Global Knowledge Delivered Course
  • Training Exclusives
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Who Should Attend?

  • 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

What You'll Learn
  • 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:
    • 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) 
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Prerequisites

Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate.

Related Certifications

This course prepares delegates for the ITIL 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL 4 Managing Professional status.

PDUs

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Classroom Live and Virtual Classroom Live

  • Leadership = 5
  • Strategic and Business Management = 8
  • Technical Project Management = 8

Total = 21

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Follow-On Courses