ITIL 4 Specialist: Create, Deliver and Support

This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 or ITIL 3 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.

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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)

Candidates must hold the ITIL 4 or ITIL 3 Foundation certificate.

• 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