ITIL® 4 Specialist: Create, Deliver and Support

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About Course

The ITIL® 4 Specialist Create, Deliver and Support course is an essential part of the ITIL 4 certification path and focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services. Aimed at IT service management practitioners, this course equips learners with the know-how to foster an effective team culture, improve organizational structures, and implement a continuous improvement culture to enhance service quality and efficiency.Learners will delve into the intricacies of information technology integration, including advanced analytics, robotic process automation, and AI, to streamline service creation and support. The course also covers the design and mapping of value streams, prioritizing work using a shift-left approach, and considers commercial and sourcing models to optimize service delivery. By completing this course, individuals will be well-versed in sophisticated service management techniques that drive customer satisfaction and business success.

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What Will You Learn?

  • Understand different organizational structures and their impact on service delivery and support.
  • Cultivate a team culture and a continuous improvement mindset to foster collaboration and enhance service management practices.
  • Adopt a customer-oriented mindset and positive communication strategies to improve service relationship management.
  • Develop capabilities in workforce planning and employee satisfaction management to build effective service management teams.
  • Gain knowledge in leveraging integration, data sharing, and advanced analytics to inform decision-making in service delivery.
  • Explore the use of automation technologies like Robotic Process Automation and Artificial Intelligence to improve service efficiency.
  • Learn the principles of Continuous Integration/Continuous Deployment (CI/CD) for faster and reliable service delivery.
  • Understand the anatomy and design of value streams to optimize service creation, delivery, and support.
  • Implement value stream mapping to identify and address inefficiencies in service management processes.
  • Manage work effectively through prioritization, handling queues and backlogs, and adopting the shift-left approach to empower frontline staff.
  • Make informed decisions regarding the build or buy dilemma and understand different sourcing models and service integration management for strategic sourcing.
  • These objectives are designed to ensure that upon completion of the ITIL® 4 Specialist Create, Deliver and Support course, participants will have a comprehensive understanding of the core elements necessary to create, deliver, and support services successfully within an IT service management context.
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