ITIL® 4 Specialist: Create, Deliver, and Support Training Objectives

Key Point of Training Program

• ITIL® 4 Specialist: Create, Deliver, and Support Training Outline

  Module 1: Key Concepts of Service Management
  In this module, you will learn about the following:

  Planning and building a service value stream
  Organisational structure
  Integrated/collaborative teams
  Team capabilities, roles, and competencies
  Team culture and differences
  Working to a customer-orientated mindset
  Managing employee satisfaction
  The value of positive communications
  Understanding how to use a ``shift-left`` approach
  Team collaboration and integration
  Workforce planning
  Results-based measuring and reporting
  The culture of continual improvement
  Integration and data sharing
  Robotic Process Automation (RPA)
  Artificial Intelligence

  Module 2: CDS — ITIL Practices Across the Service Value Stream
  In this module, you will learn about:

  Describing a value stream
  Combining and decomposing value stream steps
  Considerations for designing the value stream
  Practices in the value stream
  The value stream for user support

  Module 3: Create, Deliver, and Support Services
  In this module, you will learn about:

  Managing queues and backlogs
  Prioritising work
  Commercial and sourcing considerations
  Defining sourcing requirements
  Vendor selection techniques
  Inviting internal providers to vendor selection
  Sourcing models
  Service integration and management considerations

• ITIL® 4 Specialist: Create, Deliver, and Support Training Information

  In-Person

  Online

  Upskill your whole team by bringing Private Team Training to your facility.

  The course prepares you for the ITIL 4 Specialist: Create Deliver
  and Support exam one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.

  You will be provided with an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert® web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

• ITIL® 4 Specialist: Create, Deliver, and Support Training Prerequisites

  Attending accredited training for the ITIL Managing Professional modules is mandatory to enable a complete understanding of the core material.

  ITIL® 4 Foundation Training as a prerequisite.