ITIL® 4 Specialist: Create, Deliver and Support (Including exam voucher) – SM-CDS+
ITIL® 4 Specialist Create, Deliver and Support (Exam Included)
Course Code: SM-CDS
The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL® 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools. *** ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved ***
- Duration: 3 Day
- Level: Advanced
- Technology: ITIL®
- Delivery Method: Instructor Led
- Training Credits: NA
The ITIL® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. Professionals with the following job titles are expected to benefit from this module:
– IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
– Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager
– ITIL® 4 Foundation
The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:
– 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
This course will prepare delegates to take the ITIL® 4 Specialist: Create, Deliver, and Support exam. Successfully passing this exam will result in the ITIL® 4 Specialist: Create, Deliver, and Support Certification.
Exam Prerequisite:
Note that attendance and completion of the Instructor-led ITIL® 4 Specialist: Create, Deliver, and Support course is mandatory and serves as a prerequisite before attempting the ITIL® 4 Specialist: Create, Deliver, and Support Examination.
Exam Format:
– 40 questions, multiple-choice examination
– Closed Book
– Online Web-Based
– 90 minutes (candidates taking an exam in a language that is not their native or working language may be awarded 25% extra time)
– Pass Score 70% or higher – a raw score of 28 marks or above
This course will prepare delegates to take the ITIL® 4 Specialist: Create, Deliver, and Support exam. Successfully passing this exam will result in the ITIL® 4 Specialist: Create, Deliver, and Support Certification.
Exam Prerequisite:
Note that attendance and completion of the Instructor-led ITIL® 4 Specialist: Create, Deliver, and Support course is mandatory and serves as a prerequisite before attempting the ITIL® 4 Specialist: Create, Deliver, and Support Examination.
Exam Format:
– 40 questions, multiple-choice examination
– Closed Book
– Online Web-Based
– 90 minutes (candidates taking an exam in a language that is not their native or working language may be awarded 25% extra time)
– Pass Score 70% or higher – a raw score of 28 marks or above
Modules
Organizational Structures
– Team Culture
– Continuous Improvement Culture
– Collaborative Culture
– Customer-Oriented Mindset
– Positive Communication
– Capabilities, Roles and Competencies
– Workforce Planning
– Employee Satisfaction Management
– Results-Based on Measuring and Reporting
– Integration and Data Sharing
– Reporting and Advanced Analytics
– Collaboration and Workflow
– Robotic Process Automation
– Artificial Intelligence and Machine Learning
– CI/CD
– Information Model
– Anatomy of a Value Stream
– Designing a Value Stream
– Value Stream Mapping
– Value Stream for Creation of a New Service
– Value Stream Model for Restoration of a Live Service
– Managing Queues and Backlogs
– Prioritizing Work
– Shift-Left Approach
– Build or Buy
– Sourcing Models
– Service Integration and Management
