ITIL 4 – Create, Deliver, Support

This course is aimed at:

• 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.

After you complete this course you will be able to:

• Understand how to plan and build a service value stream to create, deliver and support services.
• Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams.
• Know how to create, deliver and support services.
• Preparation to sit the ITIL 4 Create, Deliver, Support examination.

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

• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• 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

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 to use a value stream to design, develop and transition new services

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 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)

Attendees should meet the following prerequisites:

Candidates must hold the ITIL 4 foundation certificate.

Recommended preparation for exam(s):

• ITIL® 4 - Create, Deliver, Support

The exam is 90 minutes long, 40 multiple choice questions.  Pass mark 28/40 – 70%  

Exam vouchers are provided with this course. These will have a validity of 12 months. You will need to schedule your exams within this time frame.

The following courses are recommended for further study:

• ITIL 4: Drive Stakeholder Value
• ITIL 4: Direct, Plan and Improve
• ITIL 4: High Velocity IT

ITIL® is a registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.