ITIL 4 Create Deliver & Support

ITIL 4 Create Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series.  Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.

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The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series.  Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.

When you complete this course you will know how to:

  • Improve established practices
  • Understand how services are developed
  • Know how users are supported with value streams
  • Increase service efficiency
  • Create effective workflows

The Create, Deliver, and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course, you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment.

Why Should You Take This Course?

Everyone who is involved in creating, delivering and supporting services in the digital world.  Today’s world is all about creating and delivering effective services that are designed to meet and exceed customer expectations.  Understanding how to effectively create, deliver and support services is a must.  If you are involved in creating, delivering, supporting, and/or managing services, this certification will give you the toolset you need to improve service management methods and enhance the efficiency of your organization’s digitally-enabled products and services.

Course Features

  • Lifetime Course Access
  • Video Tutorials
  • Instructor Q&A Support
  • 1 PeopleCert Exam Voucher
  • 1 Free Exam Retake if Required

Who Should Take This Course?

This course is designed for IT Operations Managers, Service Desk Managers, Development Managers, Developers, Infrastructure Operations Engineers, Change and Release Managers, Incident Managers, Problem Managers, Service Transition Managers, Application Operations Engineers, Availability Managers, IT Coordinators, Networks Systems Administrators, IT Support Managers, Technical Support Engineers, Information Security Personnel, Data Center Support Specialists and others.

Prerequisites

In order to take this course, you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

00: Introduction

01: Plan and Build a Service Value Stream

  • Planning
  • Organizational Structures
  • Cooperation & Collaboration
  • Work & Tasks

02: Team Culture

  • How Teams Work
  • Cultural Fit
  • Continual Improvement Culture

03: Customer Orientation

  • Customer Oriented Strategy
  • Customer Delight
  • Feedback Types
  • Communication Feedback

Customer Orientation Exercise

04: Shift-Left Approach

  • Benefits of Shift-Left
  • Applying Shift-Left

05: Plan & Manage Resources

  • Teams
  • Workforce & Talent Management Practice
  • Capacity Planning
  • Result-Based Measurement
  • Continual Improvement Culture

06: Information & Technology Use & Value

  • Effective Information Models
  • Collaboration & Work Flow
  • Integration & Data Sharing
  • Analytics
  • Automation

07: Technologies – RPA, AI/ML, CI/CD

  • Robotic Process Automation
  • Artificial Intelligence
  • Machine Learning
  • Contiuous Integration, Delivery & Deployment

08: Practices Contributing to CDS

  • Value Chain Vs. Value Stream
  • Value Streams and Organization
  • Designing a Service Value Stream
  • Value Stream Mapping
  • Key Metrics and Examples

09: Using Value Streams to Release a New Service Part 1

  • Adding New Services
  • From Demand to Value
  • Agile User Stories Template
  • Practices/Activities Involved

10: Using Value Streams to Release a New Service Part 2

  • Build, Configure or Buy Service Components
  • Practices/Activities Involved
  • Deploying Service Components
  • Releasing a New Service

11: Service Design Practice

  • Purpose
  • Scope
  • Practice Success Factors

 12: Software Development & Management Practice

  • Purpose
  • Scope
  • Lifecycle Coverage
  • Practice Success Factors

13: Deployment Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

14: Release Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

15: Service Validation & Testing Practice

  • Purpose
  • Scope
  • Practice Success Factors

16: Change Enablement Practice

  • Purpose
  • Scope
  • Practice Success Factors

17: User Support Value Stream Steps 1 to 3

  • Value Stream Integration
  • Value Leakage
  • Demand & Value
  • Fixing and Deploying the Value Stream

18: User Support Value Stream Steps 4 to 7

  • Deploy Fix
  • Verify Incident Resolution
  • Contributing Practices
  • Request User Feedback
  • Identify Opportunities for Improvement

19: Monitoring and Event Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

20: The Service Value Stream Practice

  • Purpose
  • Scope
  • Practice Success Factors

21: Incident Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

22: Problem Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

23: Knowledge Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

24: Service Level Management Practice

  • Purpose
  • Scope
  • Practice Success Factors

25: How to Create, Deliver and Support Services Part 1

  • Coordinate
  • Prioritize
  • Structure Work

26: How to Create Deliver and Support Services Part 2

  • Sourcing
  • Selecting Vendors
  • Integrating Suppliers

27: Course Summary & Exam Tips

Exam Requirements

In order to take the ITIL ITIL 4 Specialist:  Create, Deliver and Support Exam students must have completed an Accredited CDS course.  The exam is proctored online by PeopleCert:

  • Exam Length:  90 Minutes
  • Exam Format:  Closed Book, Multiple Choice
  • Exam Delivery:  Online, webcam proctored.
  • Pass Mark:  70% (28 out of 40 questions answered correctly)
  • Exam Language:  English (Extra time is available for non-native English Speakers)

How Is the Exam Taken?

The exam vouchers provided by GogoTraining are for online proctored exams.  This gives you the flexibility of taking the exam from any location.

When Will I Receive My Exam Voucher?

Exam voucher orders are purchased within 24 hours following purchase Monday to Friday.

How Long Is My Exam Voucher Valid?

Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire.  Please note that the exam extension must be ordered before your exam expires.

How Do I Schedule My Exam?

Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam.

When Can I Take My Exam?

Exam slots are available 7 days a week 24 hours a day.  Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months.  Please note that the extension must be ordered before your exam expires.

If you have any questions email customerservice@gogotraining.com.

This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.

Course with Exam

Course Delivery: The Course is taken online
Exam Delivery: The Exam is delivered online
Length of Access: 1 year
Features: 24/7 Access, Real Instructors, Classroom Materials and Exercise Guides.

$899.00Add to cart

Exam Only

Delivery Type: Online Webcam Proctored
Length of Access: 1 year
Hardware Requirements: Computer with Webcam and Internet Access.

$479.00Add to cart

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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry-specific. This unique approach gives students practical, real-life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years of experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized for the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

Get Your Course Maetrials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Glossary
  • CDS Tables
  • Sample Paper 1
  • Sample Paper 2
  • PDU Info
  • Candidate Syllabus
  • Review Exercises/Solutions

Course Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

Exam Requirements

In order to take the ITIL ITIL 4 Specialist:  Create, Deliver and Support Exam students must have completed an Accredited CDS course.  The exam is proctored online by PeopleCert:

  • Exam Length:  90 Minutes
  • Exam Format:  Closed Book, Multiple Choice
  • Exam Delivery:  Online, webcam proctored.
  • Pass Mark:  70% (28 out of 40 questions answered correctly)
  • Exam Language:  English (Extra time is available for non-native English Speakers)

How Is the Exam Taken?

The exam vouchers provided by GogoTraining are for online proctored exams.  This gives you the flexibility of taking the exam from any location.

When Will I Receive My Exam Voucher?

Exam voucher orders are purchased within 24 hours following purchase Monday to Friday.

How Long Is My Exam Voucher Valid?

Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you need an extension, PeopleCert sells 6 month exam extensions as long as the extension is purchased prior to the date your exam voucher is set to expire.  Please note that the exam extension must be ordered before your exam expires.

How Do I Schedule My Exam?

Once we order your voucher you will receive an immediate email from PEOPLECERT which includes a link and instructions on how to register to take your exam.

When Can I Take My Exam?

Exam slots are available 7 days a week 24 hours a day.  Exam vouchers are valid for 1 year from the date of purchase.  If for any reason you do not take your exam within the year you can purchase an exam voucher extension that will be valid for an additional 6 months.  Please note that the extension must be ordered before your exam expires.

If you have any questions email customerservice@gogotraining.com.

This course is Accredited by PeopleCert and PeopleCert is the ITIL Exam Institute that will proctore your exam.

Ask the Instructure a Question

QA Forum

Interested in an Instructor Support Package? Click here to receive information on how to join the Instructor Access Forum.

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.

Do you have special requirements?

    You need a free consultation, call us at those numbers:

    Mobile: +905419417882

    Mobile: +905551664551

    The ITIL 4 Create Deliver & Support course on this page is offered by GogoTrianing ATO of AXELOS Limited.  ITIL 4 Create Deliver & Support is a registered trademark of AXELOS Limited.  All rights reserved.