ITIL®4 Specialist: Create, Deliver & Support - Online Classroom (exam included)

In this ITIL® 4 Specialist course, you will learn how to focus on the integration of different value streams and activities to create, deliver and support products and services while covering the practices, methods and tools for managing this. The course covers customer operations, the role of the service provider and supplier in managing and supporting services.

The course also describes how the activities of design, build and test for the development of products and services take place through value streams and with the support of service value chain activities. Create, Deliver and Support describes how organizations can continue to deliver innovative and reliable services to their customers in an increasingly competitive market.

PRE-REQUISITES:

There are two formal prerequisites to sit the exam. You must have passed the ITIL 4 Foundation or Managing Professional Transition examination and attend an accredited training course.

Learning Objectives

At the end of the course, you will:

• Understand how to plan and build a service value stream to create, deliver, and support services
• Know how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
• Know how to create, deliver and support services

Course Content

• Plan and build value stream
• Different types of organizational forms
• Groups' abilities, roles and competencies and different group cultures
• To work with a customer-oriented focus
• Resource planning
• Results-based measurement and reporting
• Create a culture of continuous improvement
• How practices contribute to Create, Deliver and Support (CDS)
• How suppliers contribute to CDS
• How service integration contributes and is managed

Target Audience

• ITSM managers and aspiring ITSM managers
• ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
• Existing ITIL qualification holders wishing to develop their knowledge

What is Included:

• 3 days of online classroom
• Downloadable PDF documents with detailed content for each lesson
• The official online exam is included! Exam voucher validity: 12 months.

Exam Information

• 90-minute duration
• Closed book
• 40 questions
• Pass mark is 70% or higher – a score of 28 marks or above