ITIL® 4 Specialist: Create, Deliver, and Support Certification

ITIL 4 Specialist: Create, Deliver, and Support

Course Information

Price: $2,495.00
Duration: 3 days
Certification: ITIL 4 Managing Professional

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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Course Delivery Options

Check out our full list of training locations and learning formats. Please note that the location you choose may be an Established ILT location with a virtual live instructor.

Live Classroom

Train face-to-face with the live instructor.

Digital Learning

Access to on-demand training content anytime, anywhere.

Virtual Remote

Attend the live class from the comfort of your home or office.

Established ILT Location

Interact with a live, remote instructor from a specialized, HD classroom near you.

View Full Outline and Additional Course Information

Course Overview

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

Prerequisites:

Candidates must hold the ITIL 4 Foundation certificate.

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)

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