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ITIL 4 Specialist: Create, Deliver and Support

SS Course: GK100437

Course Overview

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This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

As a part of this course, all candidates will receive an exam voucher to schedule the ITIL Specialist: Create, Deliver and Support exam through Peoplecert. As of February 1, 2022, all exams will be administered in an online proctored format only. Exams can be scheduled at www.peoplecert.org.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

                                                                  

Scheduled Classes

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06/03/24 - GVT - Virtual Classroom - Virtual Instructor-Led
07/15/24 - GVT - Virtual Classroom - Virtual Instructor-Led
09/04/24 - GVT - Virtual Classroom - Virtual Instructor-Led
09/16/24 - GVT - Virtual Classroom - Virtual Instructor-Led
10/07/24 - GVT - Virtual Classroom - Virtual Instructor-Led
11/04/24 - GVT - Virtual Classroom - Virtual Instructor-Led
12/02/24 - GVT - Virtual Classroom - Virtual Instructor-Led
01/06/25 - GVT - Virtual Classroom - Virtual Instructor-Led

Outline

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  • Understand the concepts and challenges relating to the following across the service value system:
    • Organisational structure
    • Integrated/collaborative teams
    • Team capabilities, roles, competencies
    • Team culture and differences
    • Working to a customer-orientated mindset
    • Employee satisfaction management
    • The value of positive communications
  • Understand how to use a shift left approach
  • Know how to plan and manage resources in the service value system:
    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
    • The culture of continual improvement
  • Understand the use and value of information and technology across the service value system:
    • Integrated service management toolsets
    • Integration and data sharing
    • Reporting and advanced analytics
    • Collaboration and workflow
    • Robotic process automation (RPA)
    • Artificial intelligence and machine learning
    • Continuous integration and delivery/deployment (CI/CD)
    • Information models
  • Know how to use a value stream to design, develop and transition new services
  • Know how the following ITIL practices contribute to a value stream for a new service:
    • Service design
    • Software development and Management
    • Deployment management
    • Release management
    • Service Validation and testing
    • Change Enablement
  • Know how to use a value stream to provide user support
  • Know how the following ITIL practices contribute to a value stream for user support:
    • Service desk
    • Incident management
    • Problem management
    • Knowledge management
    • Service level management
    • Monitoring and event management
  • Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
    • Managing queues and backlogs
    • Prioritizing work
  • Understand the use and value of the following across the service value system:
    • Buy vs build considerations
    • Sourcing options
    • Service integration and management (SIAM)

    Prerequisites

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    Candidates must hold the ITIL 4 Foundation certificate.

      Who Should Attend

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      • Individuals continuing their journey in service management
      • ITSM managers and aspiring ITSM managers
      • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery