ITIL® 4 SPECIALIST - CREATE, DELIVER AND SUPPORT

Overview 

This module covers core service management activities and the creation of services. It focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services, whilst (yes, whilst) also covering the practices, methods, and tools that support them.

Learning Objective

• Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the SVS
• Understand the value of positive communications
• Understand the planning and management of resources in the SVS
• Understand the value and use of IT across the SVS
• Discover how relevant ITIL® practices contribute to creation, delivery, and support across the SVS and value streams
• Learn how to design, develop, and transition a value stream using ITIL® practices
• Learn how to better provide user support using ITIL practices
• Learn how to create, deliver, and support services:
• Discover how to prioritize, structure, and coordinate work and activities
• Understand buy versus build considerations, sourcing options, and service 

Course Outline

• Core Service Management Activities
• Creation of Services
• Service design price and orchestration
• Software development and management
• Deployment management
• Release management
• Service validation and testing
• Change enablement
• Ensuring stakeholder satisfaction
• Service Desk
• Incident management – detection and resolution
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

Target Group

ITIL 4 Specialist – Create, Deliver and Support is aimed at ITSM professionals managing the operation of digital & IT-enabled products and services, and those responsible for the end-to-end delivery. 

Pre-requisite & Exam Details

Type: Online Exam having Forty (40) multiple choice. Each question will have 4 options, one of which is right carrying 1 mark.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

Prerequisite: This intermediate ITIL course is available to anyone who has passed the ITIL 4 Foundation exam.

Pass Score: 70% (28 of 40)