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ITIL®4 Specialist Create, Deliver & Support

About the Course

Course Duration: 3 days
Exam Fees Included

Price: £1265-£1595

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

  • to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
  • to provide the candidate with an understanding of service performance, service quality and improvement methods.

The purpose of the ITIL 4 Create, Deliver and Support Examination is:

  • to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

The target audience for this qualification is:

    • 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

 

  • existing ITIL qualification holders wishing to develop their knowledge. 

 

 

Entry Requirements

Candidates must have passed  the ITIL4 Foundation examination to attend this course.

The Exam

·       Multiple choice

·       40 questions

·       28 marks required to pass (out of 40 available) – 70%

·       90 minutes duration

·       Closed book

Course Objectives

Understand how to plan and build a service value stream to create, deliver and support services:

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

o   Organisational structure

o   Integrated/collaborative teams

o   Team capabilities, roles, competencies

o   Team culture and differences

o   Working to a customer-orientated mindset

o   Employee satisfaction management

o   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

Syllabus – Key points

    • 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 relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

     

    • 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 create, deliver and support services

    • 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)

Purchase This Course

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  • Email
    Send an email to hello@tsg-tste.co.uk
  • Telephone
    Call TSG TSTE customer service on +44 (0) 20 7264 2185
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