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ITIL / Service Management Courses

ITIL®4 Specialist Create, Deliver & Support

Course Duration: 3 days

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Course Duration: 3 days

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Course Duration: 3 days

From +Vat

View dates and book

Private Course: Click Here

Course Overview

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

  • to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
  • to provide the candidate with an understanding of service performance, service quality and improvement methods.
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The purpose of the ITIL 4 Create, Deliver and Support Examination is:

  • to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

The target audience for this qualification is:

    • 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

 

  • existing ITIL qualification holders wishing to develop their knowledge.
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Entry Requirements

Candidates must have passed  the ITIL4 Foundation examination to attend this course.

The Exam

·       Multiple choice

·       40 questions

·       28 marks required to pass (out of 40 available) – 70%

·       90 minutes duration

·       Closed book

Course Objectives

Understand how to plan and build a service value stream to create, deliver and support services:

·       Understand the concepts and challenges relating to the following across the service value system:

o   Organisational structure

o   Integrated/collaborative teams

o   Team capabilities, roles, competencies

o   Team culture and differences

o   Working to a customer-orientated mindset

o   Employee satisfaction management

o   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

Syllabus – Key points

    • 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 relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

     

    • 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 create, deliver and support services

    • 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)

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Course dates

Start DateExam IncludedPrice (excl VAT)Qty 
Start Date: May 30, 2022Exam Included: Course + Pearson VUE ExamPrice (excl VAT):

£1,265.00

Quantity:
Exam Included: Course + Online ExamPrice (excl VAT):

£1,305.00

Quantity:
Start Date: Jul 25, 2022Exam Included: Course + Pearson VUE ExamPrice (excl VAT):

£1,265.00

Quantity:
Exam Included: Course + Online ExamPrice (excl VAT):

£1,305.00

Quantity:
Start Date: Aug 31, 2022Exam Included: Course + Pearson VUE ExamPrice (excl VAT):

£1,265.00

Quantity:
Exam Included: Course + Online ExamPrice (excl VAT):

£1,305.00

Quantity:
Start Date: Oct 17, 2022Exam Included: Course + Pearson VUE ExamPrice (excl VAT):

£1,265.00

Quantity:
Exam Included: Course + Online ExamPrice (excl VAT):

£1,305.00

Quantity:
Start Date: Nov 21, 2022Exam Included: Course + Pearson VUE ExamPrice (excl VAT):

£1,265.00

Quantity:
Exam Included: Course + Online ExamPrice (excl VAT):

£1,305.00

Quantity:
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Frequently asked questions

A Pearson VUE exam voucher enables you to book and sit your exam at your local Pearson VUE testing centre at a time and date convenient to you.  Pearson VUE centres are worldwide, and you will be able to choose the closest testing centre to you. You then go along to the test centre with your photo ID at the specified date and time and you will then take an electronic exam. Your exam voucher will have an expiration date and your exam must be sat before this date as these vouchers cannot be extended.