Skip to main Content

ITIL® 4 Specialist: Create, Deliver, Support - Including Exam

  • Course Code ITIL4CDS
  • Duration 3 days

Elearning (Self-paced) Price

£1,100.00

excl. VAT

Add to Cart Add to Cart

Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Elearning (Self-paced)

    Self paced electronic learning

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

Top

 Enhance your skills in designing, delivering and managing digital products and services. Upgrade your strategy, manage issues effectively and foster a culture of continuous improvement.

What’s included:

- 12 month online access

- Official eBook

- Exam voucher – available in 9 languages

- Learning Resource Kit

- Interactive eLearning

- Auto-marked sample papers, Casestudies and Practical exercises

- Device-friendly Mobile-optimised

- 2-3 hour content

 

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

 

e-Learning

Interactive self-paced content that provides flexibility in terms of pace, place and time to suit individuals and organisations. These resources also consist of online books, educational podcasts and vodcasts, and video-based learning.

Target Audience

Top
  • 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

Course Objectives

Top

The course will help students to understand:

  • 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

Course Content

Top

Understand the concepts and challenges relating to the following across the service value system:

  • 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:

  • 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 co-ordinate, 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)

Course Prerequisites

Top
Candidates must hold the ITIL 4 foundation certificate

Test Certification

Top

90 minutes, 40 multiple choice questions.  Pass mark 28/40 – 70%

The exam is included in the course fee.

Follow on Courses

Top
  • ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + examen
  • ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + examen
  • ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + examen
  • ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + examen
Cookie Control toggle icon