ITIL 4 Specialist: Create, Deliver & Support
The ITIL ® 4 Specialist: Create, Deliver, and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.
Training at a glance
Level
Advanced
Duration
3 Days
Experience
3 years: ITIL 4 Foundation
Average Salary
$136,000
Labs
No
Level
Advanced
Duration
3 Days
Experience
3 years: ITIL 4 Foundation
Average Salary
$136,000
Labs
No
Training Details
When you complete this course you will know how to:
- Improve established practices
- Understand how services are developed
- Know how users are supported with value streams
- Increase service efficiency
- Create effective work flows
The Create, Deliver, and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment.
Lesson 0: Introduction
Lesson 1: Plan and Build a Service Value Stream
- Planning
- Organizational Structures
- Cooperation & Collaboration
- Work & Tasks
Lesson 2: Team Culture
- How Teams Work
- Cultural Fit
- Continual Improvement Culture
Lesson 3: Customer Orientation
- Customer Oriented Strategy
- Customer Delight
- Feedback Types
- Communication Feedback
- Customer Orientation Exercise
Lesson 4: Shift-Left Approach
- Benefits of Shift-Left
- Applying Shift-Left
Lesson 5: Plan & Manage Resources
- Teams
- Workforce & Talent Management Practice
- Capacity Planning
- Result-Based Measurement
- Continual Improvement Culture
Lesson 6: Using Value Streams to Release a New Service Part 1
- Adding New Services
- From Demand to Value
- Agile User Stories Template
- Practices/Activities Involved
Lesson 7: Using Value Streams to Release a New Service Part 2
- Build, Configure or Buy Service Components
- Practices/Activities Involved
- Deploying Service Components
- Releasing a New Service
Lesson 8: Service Design Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 9: Software Development & Management Practice
- Purpose
- Scope
- Lifecycle Coverage
- Practice Success Factors
Lesson 10: Deployment Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 11: Release Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 12: Service Validation & Testing Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 13: Change Enablement Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 14: User Support Value Stream Steps 1 to 3
- Value Stream Integration
- Value Leakage
- Demand & Value
- Fixing and Deploying the Value Stream
Lesson 15: User Support Value Stream Steps 4 to 7
- Deploy Fix
- Verify Incident Resolution
- Contributing Practices
- Request User Feedback
- Identify Opportunities for Improvement
Lesson 16: Monitoring and Event Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 17: The Service Value Stream Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 18: Incident Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 19: Problem Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 20: Knowledge Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 21: Service Level Management Practice
- Purpose
- Scope
- Practice Success Factors
Lesson 22: How to Create, Deliver and Support Services Part 1
- Coordinate
- Prioritize
- Structure Work
Lesson 23: How to Create Deliver and Support Services Part 2
- Sourcing
- Selecting Vendors
- Integrating Suppliers
Lesson 24: Course Summary & Exam Tips
The exam is proctored online by PeopleCert:
- Exam Length: 90 Minutes
- Exam Format: Closed Book, Multiple Choice
- Exam Delivery: Online, webcam proctored.
- Pass Mark: 70% (28 out of 40 questions answered correctly)
- Exam Language: English (Extra time is available for non-native English Speakers)
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