Learn how to create services and assure continual value co-creation using the latest ITSM framework, as well as Agile and Lean delivery principles.
Create, Deliver and Support is the ITIL4 Specialist course that focuses on understanding how to create service value streams to support and deliver value to the customer. It deals with the creation of the value streams themselves, the organisation, information and technology to make them a reality and the practices that contribute towards the delivery.
Using ITIL4 principles and practices service delivery can be be aligned with demand for value from the customer, resources can be best utilised and techniques, such as Shift Left, leveraged to increase capability throughout the organisation.
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Who is this course for
Delegates involved in the design, development, transitioning and operation of services would all benefit from this course's integrated, value stream driven approach to creating and delivering value through services.
Purpose of the course
To provide insight into how ITIL4 supports business value creation through a lean, value-stream driven approach to creating and delivering IT services. Application of the course material can aid any organisation in streamlining and improving their operational capability.
You will learn how to
- Apply the Service Value System in support of delivering services.
- Understand the role of a variety of practices in delivering services to the organisation.
- Recognise and apply principles from the Service Management Dimensions in the Create, Deliver and Support context.
- Prepare for the ITIL4 Specialist - Create, Deliver and Support exam.
Prerequisites
Delegates must have obtained a PASS in the ITIL4 Foundation certificate prior to attending this course. Prior experience in an IT service delivery organisation may be advantageous but is not a requirement.Benefits for you as an individual
Be able to apply industry recognised and valued service management principles in the scope of Create, Deliver and Support and contribute to the value creation within the organisation. As well as hopefully achieving an industry recognised and respected qualification in IT Service Management.
Benefits for your organisation
Increase ROI from staff by receiving services that are being optimised and service delivery practices that are value focused and cost-effective, through the application of the concepts within the course.
Plan and build a service value stream to create, deliver and support
services considering:
- Team building, culture and collaboration.
- Customer-oriented focus.
- Organisational structure.
- Employee satisfaction.
- Use of 'Shift Left' in service delivery and support.
- Manage resources including workforce management and continual improvement.
- Apply information and technology including AI and machine learning, information and workflow management and robotic process automation.
Use a value stream to design, develop and transition new services, including use of appropriate practices to support this:
- Service Design.
- Release Mgmt.
- Deployment Mgmt.
- Testing and Validation.
- Change Control.
Use value streams to provide support for services including the use of appropriate practices to support this:
- Service Desk.
- Incident Mgmt.
- Problem Mgmt.
- Knowledge Mgmt.
- Service Level Mgmt.
- Monitoring and Event Mgmt.
Co-ordinate and prioritise work in order to deliver services including Backlog Mgmt.
Service acquisition and sourcing, including buy or build decisions and the application of SIAM.
Additional Exam Information
- PeopleCert Exam: ITIL4 Specialist - Create, Deliver and Support
- 90 Minutes, 40 questions, Objective Test Questions [multiple choice, 1 correct answer]
- Pass mark: 28/40 or 70%
If you are attending a Face to Face course your exam will be a paper-based exam during your course.
If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.
This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Please note - it is compulsory to purchase the exam, although discretionary whether you take it.
Pre-Coursework
Pre-course reading based on the ITIL4 Specialist - Create, Deliver and Support publication.Please note, there may be a small amount of evening work to complete such as further reading or working though sample exam papers.
I enjoyed the course. It was well presented and the trainer was engaging and supportive. It was great to receive a hard copy course book ahead of the course too.- Sophie Wales, Department for Education
Engaging delivery and the tutor brought the course to life by using real life examples.- Adam Bellew, Department for Education
Honestly one of the best training days I've ever attended. Meaningful, impactful and interesting training. I Really enjoyed it!- Jamie Wright, Ofgem
What a great, friendly and approachable company to receive training from! Good course delivery, content and very well paced.- Steve Pringle, National savings & Investments
The trainer, Nicola is an ambassador for Quanta. Her knowledge, credibility in the subject and ability to deliver are fantastic.- Louise Parker, Cabinet Office
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