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 

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.

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

o Team collaboration and integration
o Workforce planning
o Results based measuring and reporting
o 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

Additional sources of information

Exam review

Exam taking tips

 ITIL 4 Foundation