ITIL (R) 4 Specialist: Create, Deliver and Support

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.

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

ITIL v4

The objectives of this course is for you to:

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

This certificated course consists of the following areas of learning.

Module – ITIL Foundation review

1 – Brief review of core ITIL 4 principles and concepts

Module – Concepts and challenges across the service value system

Delegates will be able to:

1 – Understand the different types of organisational structures

2 – Address the skills required for an effective service management person

3 – Understand the importance of team culture

4 – Apply positive communications best practice

5 – Manage workloads and apply different prioritisation techniques

6 – Understand the principle of value streams and value stream mapping

Module - Value stream model for creating a new service

Delegates will understand:

1 – The value stream steps for creating a new service

2 – The contribution to a new service value stream from the following practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management practices

Module – Information and technology

Delegates will understand:

1 – The importance of integration activities as part of new service development and introduction

2 - The use of advanced technologies to enable CDS activities

3 – The growing relevance and importance of RPA, Machine Learning, AI and AIOps

3 – The application of CI/CD technologies to enhance CDS

Module - Value stream model for user support (restoration of a live service)

Delegates will understand:

1 – The value stream steps for supporting an existing live service

2 – The contribution to a support value stream from the following practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management practices

Module - Sourcing options and supplier management

Delegates will understand how to:

1 – Better understand what affects sourcing considerations

2 – Take a broad view of the factors that influence build or buy of new service solutions

3 – Compare the use of different sourcing models and options

4 – Apply service integration and management activities with different models

Exam

PeopleCert exams take place remotely via PeopleCert Online Proctoring, and the afternoon of the last day of your course will continue with your learning until approximately 4.00pm. When booking your exam please ensure that it is for a time after the course has concluded and at a time convenient for you. You will be required to download and install ExamShield and conduct a compatibility test prior to sitting the exam.

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.