ITIL® 4 Specialist: Create Deliver and Support Certification

• Educational Background: Learners must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist: Create, Deliver, and Support Course. 

• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.  

• Interest in Project Management: This course is ideal for individuals with a keen interest in learning the process of creating, delivering and supporting the eco system of a project from the start to the end. 

• Service Value System (SVS) Understanding: Learners will gain an in-depth understanding of the ITIL® 4 Service Value System and its application in service management. 

• Service Design and Transition: Learners will develop the ability to effectively design and transition IT services, ensuring alignment with business needs and goals. 

• Enhanced Service Operation: Learners will learn how to optimise service operations for efficiency, driving continuous improvement and meeting customer expectations. 

• Technology Integration in Service Management: Learners will explore how to integrate technology into service management processes, ensuring seamless service delivery and performance. 

This course is designed for IT professionals who want to enhance their service management skills and advance in roles that require expertise in ITIL® frameworks.

• IT Service Managers
• Service Delivery Managers
• IT Operations Managers
• IT Consultants
• Service Desk Managers
• Change Managers
• Process Owners

Module 1: Concepts and Challenges Across the Service Value System

• Organisational Structures
• Employee Satisfaction
• Building Effective Teams – Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Generalist or ‘T-shaped’ Models
• Developing a Broad Set of Competencies
• Developing Team Culture – What is Team Culture?
• What does Cultural Fit Mean and Why is it so Important?
• How to Develop and Nurture Good Team Culture?
• A Continual Improvement Culture
• A Collaborative Culture
• Align with the Type of Work
• Learn Through Collaboration
• Servant Leadership
• Customer Orientation: Putting the Customer First
• Customer Experience
• Positive Communication

Module 2: How to Use a ‘Shift-Left’ Approach?

• Shift-Left Approach
• Building a Shift-Left Approach

Module 3: How to Plan and Manage Resources in the Service Value System?

• Workforce Planning and management
• Results-Based Approach
• Challenges

Module 4: Use and Value of Information and Technology Across the Service Value System

• Integration and Data Sharing
• Integration Topologies
• Integration Approaches
• Reporting and Advanced Analytics
• Data Analytics
• Big Data
• Collaboration and Workflow
• Tools and Capabilities
• Robotic Process Automation
• RPA Technologies
• Artificial Intelligence
• Application and value
• Machine Learning
• Supervised Learning
• Benefits and Limitations of Machine Learning
• Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
• Goals and Value Measurement
• CI/CD Pipeline
• Aligning CI/CD with ITIL®
• How Would ITIL Deploy a Change?
• CI/CD Does Not Suit Every Situation
• Value of an Effective Information Model
• Anatomy of an Information Model
• Integrated Service Management Toolsets
• Service Management Toolset Expectations

Module 5: How to Use a Value Stream to Design, Develop and Transition New Services?

• Value Streams to Create, Deliver, and Support Services
• ITIL® Service Value Streams
• Structure of an ITIL® Service Value Stream
• Value Streams and Organisations
• Design Thinking
• Designing a Service Value Stream
• Describing a Step of a Value Stream
• Value Stream Mapping
• Key Metrics When Analysing a Value Stream
• Process Timing
• Simple Representation of a Value Stream
• Complex Representation of a Value Stream
• Model Value Streams for Creation, Delivery, and Support
• Development of a New Service
• Design Considerations
• Demand to Value
• Development of a New Service
• Step 1: Acknowledge and Document the Service Requirements
• Step 2: Decide Whether to Invest in the New Service
• Step 3: Design and Architect the New Service to Meet Customer Requirements
• Step 4: Build, Configure, or Buy Service Components
• Step 5: Deploy Service Components in Preparation for Launch
• Step 6: Deliver and Support Within the Service Value Chain

Module 6: How 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

Module 7: How ITIL® Practices Contribute to a Value Stream to Provide User Support?

• Restoration of a Live Service
• Design Considerations
• Demand and Value
• Journey from Demand to Value
• Restoration of a Live Service
• Step 1: Acknowledge and Register the User Query
• Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
• Step 3: Obtain a Fix from the specialist team
• Step 4: Deploy the Fix
• Step 5: Verify that the Incident has been Resolved
• Step 6: Request Feedback from the User
• Step 7: Identify Opportunities to Improve the Overall System

Module 8: How 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

Module 9: How to Co-Ordinate, Prioritise, and Structure Work and Activities to Create, Deliver, and Support Services?

• Why do we need to Prioritise Work?
• Managing Work as Tickets
• Prioritisation and Demand Management
• How to Prioritise Work?
• WSJF (Priority)
• Swarming
• Commercial and Sourcing Considerations
• ‘Build or Buy’ Considerations
• Commodification
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Options and Models
• Outsourcing Considerations
• Service Integration and Management