ITIL 4 Specialist: Create, Deliver and Support (with Exam)

Course Content

ITIL® 4 Specialist: Create, Deliver, and Support

• Lesson 01 - Course Introduction
  • 1.01 ITIL 4 Specialist
• Lesson 02 - Service Value System to Create, Deliver, and Support Services
  • 2.01 Service Value System to Create Deliver and Support Services
  • 2.02 Organizational Structure
  • 2.03 Differences in Organizational Structure
  • 2.04 Roles and Competencies
  • 2.05 Professional IT and service management skills and competencies
  • 2.06 Professional ITSM Skills and Competencies Examples
  • 2.07 Generalist or T-Shaped Models
  • 2.08 Developing a broad set of competencies
  • 2.09 Workforce Planning and Management
  • 2.10 Employee Satisfaction Management
  • 2.11 Results-Based Measuring and Reporting
  • 2.12 Performance Measures
  • 2.13 Team Culture and Differences
  • 2.14 Importance of Cultural Fit
  • 2.15 Team Collaboration and Integration
  • 2.16 Guidelines for a Positive Team Culture
  • 2.17 Continual Improvement Culture
  • 2.18 Collaborative Culture
  • 2.19 Algorithmic and Heuristic Tasks
  • 2.20 Servant Leadership
  • 2.21 Customer-Oriented Mindset
  • 2.22 Customer Orientation
  • 2.23 Customer-Oriented Strategy
  • 2.24 The Value of Positive Communication
  • 2.25 Principles of Communication
  • 2.26 Integration and Data Sharing
  • 2.27 Integration Approaches
  • 2.28 Reporting and Advanced Analytics
  • 2.29 Big Data
  • 2.30 Collaboration and Workflow
  • 2.31 Robotic Process Automation (RPA)
  • 2.32 RPA Technologies
  • 2.33 Artificial Intelligence AI
  • 2.34 Machine Learning
  • 2.35 CI/CD
  • 2.36 Goals and Value Measurement
  • 2.37 Aligning CI/CD with ITIL
  • 2.38 The Value of an Effective Information Model
  • 2.39 Automation of Service Management
  • 2.40 Key Takeaways
  • Knowledge Check
• Lesson 03 - Value Streams to Create, Deliver, and Support
  • 3.01 Value Streams to Create, Deliver, and Support Services
  • 3.02 ITIL Service Value Streams
  • 3.03 Value Streams and Organizations
  • 3.04 Value Stream Considerations - Part One
  • 3.05 Value Stream Considerations - Part Two
  • 3.06 Value Stream Considerations - Part Three
  • 3.07 Designing a Service Value Stream
  • 3.08 Describing a Step of the Value Stream
  • 3.09 Value Stream Mapping
  • 3.10 Key Metrics for Analyzing a Value Stream
  • 3.11 Designing a Value Stream Using Little's Law
  • 3.12 Value Stream Models
  • 3.13 Development of a New Service
  • 3.14 Six Key Steps of Journey from Demand
  • 3.15 Acknowledge and Document the Service Requirements
  • 3.16 Decide Whether to Invest in the New Service
  • 3.17 Design and Architect the New Service to Meet Customer Requirements
  • 3.18 Obtain or Build within the Service Value Chain
  • 3.19 Deploy Service Components in Preparation for Launch
  • 3.20 Release New Service to Customers and Users
  • 3.21 Upgrade and Restore a Live Service
  • 3.22 Seven Key Steps of Journey from Demand to Value
  • 3.23 Acknowledge and Register the User Query
  • 3.24 Investigate the Query
  • 3.25 Obtain a Fix from the Specialist Team
  • 3.26 Deploy the Fix
  • 3.27 Verify That the Incident Has Been Resolved
  • 3.28 Request Feedback from the User
  • 3.29 Identify Opportunities to Improve the Overall System
  • 3.30 Using Value Streams to Define a Minimum Viable Practice
  • 3.31 Key Takeaways
  • Knowledge Check
• Lesson 04 - Create, Deliver, and Support Services
  • 4.01 Create Deliver and Support Services
  • 4.02 Managing Queues
  • 4.03 Prioritization
  • 4.04 How to Prioritize Work
  • 4.05 Techniques to Prioritize Work - Part One
  • 4.06 Techniques to Prioritize Work - Part Two
  • 4.07 Swarming
  • 4.08 Challenges of Swarming
  • 4.09 Shift-Left Approach
  • 4.10 Build vs. Buy Considerations
  • 4.11 Defining Requirements for Service Components
  • 4.12 Selecting a Suitable Vendor
  • 4.13 Sourcing Models and Options
  • 4.14 Types of Sourcing Models
  • 4.15 Service Integration and Management
  • 4.16 Service Integration and Management Considerations
  • 4.17 Key Takeaways
  • Knowledge Check

What are the format for the ITIL Specialist Create, Delivery, and Support Certification exam?

• Complete ITIL 4 Specialist Create, Deliver & Support Certification
• Take the ITIL 4 Specialist Create, Deliver & Support Certification exam
• Score at least 70 percent in the exam (28 correct answers out of 40 questions) in 90 minutes

What is the purpose of the ITIL 4 Direct, Plan and Improve examination?

The ITIL 4 Create, Deliver and Support examination determines whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery, and support of services, as described in the syllabus. The ITIL 4 Create, Deliver, and Support qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional, which assesses practical and technical knowledge about how to run successful IT-enabled services, teams, and workflows.

FAQs

• Does my ITIL 4 Create, Deliver, and Support certificate expire?

  The ITIL 4 Managing Professional Transition Module certificate does not expire.

• How do I enrol in this online training?

  You can enrol in this training on our website and make an online payment using any of the following option

  • Visa Credit or Debit Card
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  • PayPal

  Once payment is received, you will automatically receive a payment receipt and access information via email.