ITIL® 4 Specialist: Create, Deliver and Support Training

Module 1: Key Concepts of Service Management

In this module, you will learn about the following:

• Planning and building a service value stream
• Organizational structure
• Integrated/collaborative teams
• Team capabilities, roles, and competencies
• Team culture and differences
• Working in 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 the following:

• Describing a value stream
• Combining and decomposing value streams 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 the following:

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

You must have successfully attained your ITIL 4 Foundation certificate for this course. You will need to provide us with a copy of your certificate upon registration to be admitted into this course.

• PeopleCert administers the exam.
• After completing this course, you will receive 24 PDUs for maintaining PMI credentials. 
• 90-minute duration
• Closed book
• 40 questions
• The pass mark is 70% or higher – a raw score of 28 marks or above.