03: Customer Orientation
11 min
Customer Orientation Exercise
1 min
04: Shift-Left Approach
11 min
05: Plan & Manage Resources
22 min
06: Information & Technology Use & Value
20 min
07: Technologies - RPA, AI/ML, CI/CD
22 min
08: Practices Contributing to CDS
28 min
09: Using Value Streams to Release a New Service Part 1
24 min
10: Using Value Streams to Release a New Service Part 2
13 min
New Service Value Stream Exercise
1 min
11: Service Design Practice
17 min
12: Software Development & Management Practice
13 min
13: Deployment Management Practice
17 min
14: Release Management Practice
12 min
15: Service Validation & Testing (SVT) Practice
19 min
16: Change Enablement (ChE) Practice
26 min
17: User Support Value Stream Steps 1 to 3
22 min
18: User Support Value Stream Steps 4 to 7
10 min
User Support Value Stream Exercise
1 min
19: Monitoring & Event Management (MEM) Practice
22 min
20: The Service Desk (SDesk) Practice
22 min
21: Incident Management (IM) Practice
17 min
22: Problem Management (PM) Practice
17 min
23: Knowledge Management (KM) Practice
23 min
24: Service Level Management (SLM) Practice
28 min
25: How to Create, Deliver and Support Services Part 1
26 min
26: How to Create, Deliver and Support Services Part 2
20 min
27: Course Summary & Exam Tips
6 min
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Meet Your Instructor
Dr. Suzanne Van Hove
Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.
Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.
Get Your Course Materials
Course Materials
When you purchase this course you will
receive access to these materials.
-
Student Guide
-
Glossary
-
CDS Tables
-
How to Use Your Sample Exams
-
Sample Exam Paper 1
-
Sample Exam Paper 2
-
PDU Info
-
Candidate Syllabus
-
Review Exercises/Solutions
-
PeopleCert Online Exam Instructions for PC and Mac
-
Accessing PeopleCert eBooks
-
PeopleCert Complaint Policy
Course Links
Course Links
These links are activated when you purchase this course.
Course Transcript
Transcript
This course comes with a Transcript that tracks
your progress. You can use your transcript to view
and monitor your progress and when you complete the
course, you can print or email the transcript.
Letter of Course Attendance
Letter of Course Attendance
You will be awarded a Letter of Course Attendance
when you finish this course. You will be able to
print or email the Letter of Attendance and share your
accomplishment with everyone.
How to Take Your Exam
How to Take Your Exam
Exam Requirements
In order to take the ITIL ITIL 4 Specialist: Create, Deliver and Support Exam students must have completed an Accredited CDS course. 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)
How Is the Exam Taken?
The exam vouchers provided by GogoTraining are for online proctored exams. This gives you the flexibility of taking the exam from any location.
When Will I Receive My Exam Voucher?
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How Long Is My Exam Voucher Valid?
Exam vouchers are valid for 1 year from the date of purchase. If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire. Please note that the exam extension must be ordered before your exam expires.
How Do I Schedule My Exam?
Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam.
When Can I Take My Exam?
Exam slots are available 7 days a week 24 hours a day. Exam vouchers are valid for 1 year from the date of purchase. If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months. Please note that the extension must be ordered before your exam expires.
If you have any questions email customerservice@gogotraining.com.
This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.
Thank you for choosing GogoTraining!
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
Ask the Instructor a Question
QA Forum
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When you purchase this course you will
be able to use the QA Forum and have direct
access to the instructor.
Course Description
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.
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.
Why Should You Take This Course?
Everyone who is involved in creating, delivering and supporting services in the digital world. Today's world is all about creating and delivering effective services that are designed to meet and exceed customer expectations. Understanding how to effectively create, deliver and support services is a must. If you are involved in creating, delivering, supporting and/or managing of services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organizations digitally enabled products and services.
Course Features
- 1-Year Course Access
- Video Tutorials
- Instructor Q&A Support
- 1 PeopleCert Exam Voucher
Who Should Take This Course?
This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.
Prerequisites
In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Outline
00: Introduction
01: Plan and Build a Service Value Stream
- Planning
- Organizational Structures
- Cooperation & Collaboration
- Work & Tasks
02: Team Culture
- How Teams Work
- Cultural Fit
- Continual Improvement Culture
03: Customer Orientation
- Customer Oriented Strategy
- Customer Delight
- Feedback Types
- Communication Feedback
Customer Orientation Exercise
04: Shift-Left Approach
- Benefits of Shift-Left
- Applying Shift-Left
05: Plan & Manage Resources
- Teams
- Workforce & Talent Management Practice
- Capacity Planning
- Result-Based Measurement
- Continual Improvement Culture
06: Information & Technology Use & Value
- Effective Information Models
- Collaboration & Work Flow
- Integration & Data Sharing
- Analytics
- Automation
07: Technologies - RPA, AI/ML, CI/CD
- Robotic Process Automation
- Artificial Intelligence
- Machine Learning
- Contiuous Integration, Delivery & Deployment
08: Practices Contributing to CDS
- Value Chain Vs. Value Stream
- Value Streams and Organization
- Designing a Service Value Stream
- Value Stream Mapping
- Key Metrics and Examples
09: Using Value Streams to Release a New Service Part 1
- Adding New Services
- From Demand to Value
- Agile User Stories Template
- Practices/Activities Involved
10: 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
11: Service Design Practice
- Purpose
- Scope
- Practice Success Factors
12: Software Development & Management Practice
- Purpose
- Scope
- Lifecycle Coverage
- Practice Success Factors
13: Deployment Management Practice
- Purpose
- Scope
- Practice Success Factors
14: Release Management Practice
- Purpose
- Scope
- Practice Success Factors
15: Service Validation & Testing Practice
- Purpose
- Scope
- Practice Success Factors
16: Change Enablement Practice
- Purpose
- Scope
- Practice Success Factors
17: User Support Value Stream Steps 1 to 3
- Value Stream Integration
- Value Leakage
- Demand & Value
- Fixing and Deploying the Value Stream
18: User Support Value Stream Steps 4 to 7
- Deploy Fix
- Verify Incident Resolution
- Contributing Practices
- Request User Feedback
- Identify Opportunities for Improvement
19: Monitoring and Event Management Practice
- Purpose
- Scope
- Practice Success Factors
20: The Service Value Stream Practice
- Purpose
- Scope
- Practice Success Factors
21: Incident Management Practice
- Purpose
- Scope
- Practice Success Factors
22: Problem Management Practice
- Purpose
- Scope
- Practice Success Factors
23: Knowledge Management Practice
- Purpose
- Scope
- Practice Success Factors
24: Service Level Management Practice
- Purpose
- Scope
- Practice Success Factors
25: How to Create, Deliver and Support Services Part 1
- Coordinate
- Prioritize
- Structure Work
26: How to Create Deliver and Support Services Part 2
- Sourcing
- Selecting Vendors
- Integrating Suppliers
27: Course Summary & Exam Tips
Certification
Exam Requirements
In order to take the ITIL ITIL 4 Specialist: Create, Deliver and Support Exam students must have completed an Accredited CDS course. 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)
How Is the Exam Taken?
The exam vouchers provided by GogoTraining are for online proctored exams. This gives you the flexibility of taking the exam from any location.
When Will I Receive My Exam Voucher?
When you purchase the exam or course & exam package, we order your Exam Voucher Code from PeopleCert. This is a manual process. You will receive your Exam Voucher Code via email from passport@peoplecert.org within 24 hours of placing your order Monday to Friday. Please check your SPAM folder and the email address you provided to us if you haven't received the email within this time. The Exam Voucher Code is valid for 12 months.
How Long Is My Exam Voucher Valid?
Exam vouchers are valid for 1 year from the date of purchase. If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire. Please note that the exam extension must be ordered before your exam expires.
How Do I Schedule My Exam?
Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam.
When Can I Take My Exam?
Exam slots are available 7 days a week 24 hours a day. Exam vouchers are valid for 1 year from the date of purchase. If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months. Please note that the extension must be ordered before your exam expires.
If you have any questions email customerservice@gogotraining.com.
This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.
Thank you for choosing GogoTraining!
How to Upload Your Letter of Course Attendance on PeopleCert.org
Candidates may upload their Letter of Attendance through the Upload a Certificate option under the Certifications & Memberships tab of their PeopleCert account.
PeopleCert Complaints Policy
This document sets out our complaints policy and procedure and is written for our:
- Accredited/Approved Organisations (AOs), our partners;
- trainees on courses at one of our partners;
- candidates in our PeopleCert business and IT exams; and
- all interested parties who receive a direct or indirect service from us related to our business and IT qualifications.
This document covers complaints that candidates, AOs or any interested parties may wish to make in relation to:
- PeopleCert partners;
- the exams and associated services offered by PeopleCert.
Please find the detailed policy here.
For assistance from GogoTraining please Contact Us.
GogoTraining Support Policy
If you have any questions or concerns about your course, please Contact Us.
How can we help? Customer Service is standing by to get you pricing and answer your questions.
