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
- Lifetime Course Access
- Video Tutorials
- Instructor Q&A Support
- 1 PeopleCert Exam Voucher
- 1 Free Exam Retake if Required
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?
Exam voucher orders are purchased within 24 hours following purchase Monday to Friday.
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.
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