Öppna kurser

ITIL® 4 Specialist: Create, Deliver and Support

The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

The ITIL® 4 Specialist: Create, Deliver and Support course is a 3-days course based on the ITIL® 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Create, Deliver, and Support certification exam.

Kursinnehåll 

Module 1: Organization and Culture

  • Organizational Structures 
  • Team Culture 
  • Continuous Improvement
  • Culture Collaborative Culture 
  • Customer-Oriented Mindset 
  • Positive Communication

Module 2: Effective Teams

  • Capabilities, Roles and Competencies 
  • Workforce Planning 
  • Employee Satisfaction Management 
  • Results Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service 

  • Integration and Data Sharing 
  • Reporting and Advanced Analytics 
  • Collaboration and Workflow 
  • Robotic Process Automation 
  • Artificial Intelligence and Machine Learning 
  • CI/CD 
  • Information Model

Module 4: Value Stream

  • Anatomy of a Value Stream 
  • Designing a Value Stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

  • Value Stream for Creation of a New Service 

Module 6: Value Stream for User Support

  • Value Stream Model for Restoration of a Live Service 

Module 7: Prioritize and Manage Work

  • Managing Queues and Backlogs 
  • Shift-Left Approach
  • Prioritizing Work 

Module 8: Commercial and Sourcing Considerations

  • Build or Buy 
  • Sourcing Models 
  • Service Integration and Management

Målgrupp

The ITIL ® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.  

Professionals with following job titles are expected to benefit from this module: 

  • IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
  • Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager

Förutsättningar

For taking the ITIL® 4 Specialist: Create, Deliver and Support course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.

Kursmaterial

The ITIL® 4 Specialist: Create, Deliver and Support “Pro” course includes the following course components:

  • For Participants
    • Course Book (eBook or printed)
    • Pre-course Reading
    • Post-course Reading
    • Practice Questions

Utbildningsmål

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification: 

  • Understand how to plan and build a service value stream to create, deliver, and support services  
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams  
  • Know how to create, deliver and support services

Utbildningsupplägg

Day 1

Course Introduction

Module 1: Organization and Culture

Module 2: Effective Teams

Module 3: Information Technology to Create, Deliver and Support Services

Day 2

Module 3: Information Technology to Create, Deliver and Support Services (Contd.)  

Module 4: Value Streams

Module 5: Value Stream to Create, Deliver and Support Services

Module 6: Value Stream for User Support

Day 3

Module 6: Value Stream for User Support (Contd.)

Module 7: Prioritize and Manage Work

Module 8: Commercial and Sourcing Considerations

Exam Preparation 

Certifiering