ITIL 4 Specialist: Create, Deliver and Support

3 Day Course
Official ITIL Curriculum
Code ITIL4SCDS

Book Now - 3 Delivery Methods Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online

Overview

This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.

The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.

The course content reflects how IT service management (ITSM) has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.

As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.

This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.

Objectives

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL 4 Create, Deliver, Support examination

Target Audience

  • Individuals managing the operation of IT-enabled and digital services
  • Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support
  • Individuals responsible for assuring that services are delivered and supported according to agreed levels
  • ITSM practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery

Additional Information

As part of the course, delegates will be prepared for and take the ITIL 4 Specialist: Create, Deliver and Support module examination. The exam is a closed book examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.

Training Partners

We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.

Modules

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Understand the concepts and challenges relating to the following across the service value system (7 topics)

  • Organisational 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 (4 topics)

  • 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 (8 topics)

  • 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 (6 topics)

  • 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 (6 topics)

  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including (6 topics)

  • 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)

Prerequisites

Delegates must already have an ITIL 4 Foundation certificate. ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.

Scheduled Dates

Please select from the dates below to make an enquiry or booking.

Pricing

Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Oct Nov Dec Jan Feb Mar
ITIL4SCDS
Virtual Classroom (Attend From Anywhere)
3 Days $2,180
28-30
ITIL4SCDS 3 Days $2,180
07-09
ITIL4SCDS
Bristol (Castlemead)
3 Days $2,180
ITIL4SCDS 3 Days $2,180
ITIL4SCDS 3 Days $2,180
ITIL4SCDS
Leeds (City Exchange)
3 Days $2,180
ITIL4CDS
London - Old Broad Street
3 Days $1,995
ITIL4SCDS 3 Days $2,180
28-30
ITIL4SCDS
Manchester (Oxford St)
3 Days $2,180
14-16
ITIL4SCDS
Virtual Classroom (Virtual On-Line)
3 Days $2,180
08-10 27-29
ITIL4CDS
Zoom Virtual Centre
3 Days $1,995

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