Course description
ITIL® 4 Specialist: Create, Deliver and Support: In-House Training
The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation.
This course is based on the ITIL® 4 Specialist: Create, Deliver, and Support exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam.
Upcoming start dates
Outcome / Qualification etc.
What You Will Learn
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
Training Course Content
Organization and Culture
- Organizational Structures
- Team Culture
- Continuous Improvement
- Collaborative Culture
- Customer-Oriented Mindset
- Positive Communication
Effective Teams
- Capabilities, Roles, and Competencies
- Workforce Planning
- Employee Satisfaction Management
- Results-Based Measuring and Reporting
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
Value Stream
- Anatomy of a Value Stream
- Designing a Value Stream
- Value Stream Mapping
Value Stream to Create, Deliver, and Support Services
- Value Stream for Creation of a New Service
Value Stream for User Support
- Value Stream Model for Restoration of a Live Service
Prioritize and Manage Work
- Managing Queues and Backlogs
- Shift-Left Approach
- Prioritizing Work
Commercial and Sourcing Considerations
- Build or Buy
- Sourcing Models
- Service Integration and Management
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