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.

ITIL® 4 Specialist: Create, Deliver and Support (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.