ITIL®4 Specialist: Create Deliver and Support Course – Accredited

This ITIL Specialist course covers the core service management activities and expands the current scope of ITIL to cover the creation of services. 

This 16-hour course is aimed at IT Service Management (ITSM) practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery.

Attendees acquire an understanding of:

• The integration of different value streams and activities to create, deliver and support IT-enabled products and services
• Supporting practices, methods and tools
• Service performance and service quality and improvement methods
• How to continue to deliver innovative yet reliable tech-enabled services in an increasingly competitive market

ITIL Specialist Course / Student Materials:

• Digital learner manual (excellent post-class reference)
• Sample documents and templates
• Reference Cards
• Personal Action Plan
• Memory exercises, study aids and sample exams
• Instructor led education and exercise facilitation
• Participation in unique in-class assignments 
• In-class exam preparation
• Exam voucher 

The ITIL®4 Specialist: Create Deliver and Support Course – Accredited course on this page is offered by ITSM Academy ATO/Affiliate of AXELOS Limited. ITIL®4 Specialist: Create Deliver and Support Course – Accredited is a registered trademark of AXELOS Limited.  All rights reserved.

CDS concepts and challenges that span 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 measurement
- The value of positive communications

Using a 'shift left' approach

Planning and managing resources in the service value system

- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement

The use and value of information and technology across the service value system

- ITSM software
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous development and integration (CI/CD)
- Information models

Using a value stream to design, develop and transition new services 

How 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

Using a value stream to provide user support

How 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

Coordinating, prioritizing and structuring work and activities to create, deliver and support services

- Managing queues and backlogs
- Prioritizing work

The use and value of:

- Buy vs. build considerations
- Sourcing options
- Service integration and management (SIAM)

Summary and Reflection
Additional sources of information
Exam Preparations

 ITIL 4 Foundation