ITIL® 4 Specialist: Create, Deliver and Support

The ITIL® 4 Specialist: Create, Deliver and Support course is designed to provide learners with the skills and knowledge needed to create, deliver, and support IT-enabled services and products. The main objectives of the course include:

• Understanding service management and value systems:
• Creating services:
• Delivering services:
• Supporting services
• Collaborating with stakeholders:
• Using ITIL® 4 practices:
• Applying agile and lean principles:
• Preparing for the ITIL® 4 Specialist: Create, Deliver and Support certification exam.

• 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;
• Individuals seeking progression to the ITIL® Master in IT Service Management;
• All IT Professionals wishing to progress through the V4 qualification scheme.

• 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.

Obtained ITIL Foundation certificate.

PeopleCert accredited training materials.

Course ITIL® 4 Specialist: Create, Deliver and Support is delivered with a respective certification exam PeopleCert (the exam fee is already included in the course price).

Module 1: Organization and Culture

• Organizational Structure;
• Integrated/ collaborative teams;
• Team capabilities, roles, competences;
• Team culture and differences;
• Working to a customer-orientated mindset;
• Employee satisfaction management;
• The value of positive communication.

Module 2: Effective Teams

• Understand how to use a ‘shift left’ approach;
• Team collaboration and integration;
• Workforce planning;
• Results based measuring and reporting;
• The culture of continual improvement.

Module 3: Information Technology to Create, Deliver and Support Service

• Integrated service management toolsets;
• Integration and data sharing;
• Reporting and advanced analytics;
• Collaboration and workflow;
• Robotic process automation;
• Artificial intelligence and machine learning;
• Continuous integration, deployment and delivery;
• Information models.

Module 4: Value Stream

• Describing a Value Stream;
• Value Stream inputs, outputs;
• Combining and decomposing value stream steps;
• Steps to document a value stream;
• Key metrics for steps, actions, or tasks;
• Considerations when designing the value stream;
• Value Stream Mapping.

Module 5: Value Stream to Create, Deliver and Support Services

• How to use a Value Stream to design, develop and transition new services;
• How to use a Value Stream to provide user support.

ITIL practices that 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.