Introduction

This course is one of the 4 ITIL® 4 Managing Professional training tracks. Therefore, it is one of the certifications that the student must pass to obtain the “Managing Professional” (MP) designation, as shown in the chart.

The ITIL® 4 Specialist: Create, Deliver, and Support provides information and guidance in several areas required to build and maintain a broad “professional” portfolio: collaboration, solid and positive culture, integrated teams and employee satisfaction.

This course provides an understanding of integrating different value streams and activities to create, deliver and support IT-enabled products and services. It focuses specifically on two value streams:

Value stream for a new service.

Value stream for user support

The course also discusses techniques for prioritizing work and methods for managing work.

Objectives

Upon completion of this course, students will be able to:

• Understand how to plan and create a service value stream to make, deliver and support services.
• Know how relevant ITIL® practices contribute to creating, delivering, and supporting through SVS and value streams.
• Know how to create, deliver and support services.

Student profile

Executives and Managers of IT and business areas; Consultants, Service Providers, Service Development and Support Staff and, in general, all those interested in a better provision and delivery of high quality IT services, as well as people interested in obtaining the ITIL® 4 Specialist Certificate: Create, Deliver and Support

The ITIL® 4 Specialist: Create, Deliver, and Support is a prerequisite for the ITIL® 4 Managing Professional (MP) designation.

Prerequisites

Students must be ITIL® 4 Foundation certified.

It is recommended that attendees have more than 1 year of work experience in the IT industry.

Course Materials

Each student will receive a copy of the official documentation.

Methodology

• Presentation of concepts through explanatory slides.
• Discussions with students on how they approach the different ITIL® concepts in their companies.
• Practices in teams to consolidate knowledge.
• Exam practice exercises to enable students to pass the official certification exam.

JST 360 | JST360  | JST-360 

ITIL® 4 Specialist: Create, Deliver and Support

1. Organization and Culture

• • Organizational Structures
  • Team Culture
  • Continuous Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication

2. Effective Teams

• • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results-Based Measuring and Reporting

3. Information Technology to Create, Deliver and Support Services

• • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD 73
  • Information Model

4. Value Streams

• • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping

5. Value Stream to Create, Deliver and Support Services

• • Value Stream Model For Creation of A New Service

6. Value Stream for User Support

• • Value Stream Model For Restoration of A Live Service

7. Prioritize and Manage Work

• • Managing Queues and Backlogs
  • Prioritizing Work
  • Swarming
  • Shift-Left Approach

8. Commercial and Sourcing Considerations

• • Build or Buy
  • Sourcing Models
  • Service Integration and Management

Certification

Completing the course will allow the subsequent completion of the ITIL® 4 Specialist exam: Create, Deliver and Support. The exam consists of a one-and-a-half-hour test in English (113 minutes for non-English speaking students) with 40 multiple-choice questions, which are usually held at the end of the course.

The purpose of the ITIL® 4 Specialist: Create, Deliver and Support is to assess whether the candidate can demonstrate sufficient understanding and application of ITIL® 4 for the creation, delivery and support of services.

24 Project Management Institute (PMI)® PDUs are awarded for attending this course.

As of November 1, 2019, the authorized certification body (AXELOS) makes it mandatory to take the exam associated with this training.

The conditions of the additional Certification services are subject to the terms of the license owner or the authorized certifier body.

Accreditation

A Letter of Course Attendance will be issued only to students with an attendance of more than 75% and a Diploma of Achievement if they also pass the evaluation test.