This course is designed 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 in a holistic way.
The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.
The course content reflects how service management has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.
As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.
This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.
As part of the course, delegates will be prepared for and take the ITIL 4 Specialist: Create, Deliver and Support module examination. The exam is a ‘closed book’ examination, 90 minutes in duration and consists of 40 multi-choice questions. Successful candidates will need to score 28 or more out of 40 to pass.
Delegates must already have an ITIL 4 Foundation certificate. ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite.