ITIL(R) 4 Specialist: Create, Deliver and Support

SKU: NTV-ITIL4SCDS

449.790 kr.

This expert-level course is part of the ITIL® 4 Practice Manager and ITIL Managing Professional pathways. It is designed to help learners understand how to effectively integrate different value streams and activities to create, deliver, and support IT-enabled products and services.

Participants will explore areas such as service design, development, testing, release, and operational support. The course reflects how IT service management has evolved to embrace new technologies, collaborative ways of working, and the need for a strong service mindset. Emphasis is placed on professionalism, team culture, and continuous improvement within the service lifecycle.

Forkröfur

A valid ITIL® 4 or ITIL® v3 Foundation certificate is required before attending this course.

Target audience

This course is suitable for:

  • Individuals managing IT-enabled and digital services
  • Professionals responsible for service creation, delivery, and support
  • Teams involved in development, deployment, and operational monitoring
  • ITSM practitioners delivering end-to-end digital products and services

Nemandi mun læra eftirfarandi

By the end of this course, learners will be able to:

  • Plan and build effective service value streams for creating, delivering, and supporting services
  • Understand how key ITIL practices contribute to the design and operation of value streams
  • Apply relevant practices, tools, and methods to enhance service performance and quality
  • Use collaborative and lean approaches to improve workflows, teams, and outcomes

Samantekt

ITIL Foundation review

  • Brief review of core ITIL 4 principles and concepts

Concepts and challenges across the service value system

  • Understanding different types of organisational structures
  • Identifying key skills for effective service management
  • Exploring team culture and communication best practices
  • Managing workloads and prioritisation techniques
  • Applying value streams and value stream mapping principles

Value stream model for creating a new service

  • Understanding the steps involved in creating a new service
  • Contributions from key practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management

Information and technology

  • Importance of integration in new service development
  • Use of advanced technologies to support CDS
  • Relevance of RPA, machine learning, AI and AIOps
  • Application of CI/CD to enhance service creation and delivery

Value stream model for user support (restoration of a live service)

  • Understanding the steps in supporting a live service
  • Contributions from key practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management

Sourcing options and supplier management

  • Understanding factors affecting sourcing decisions
  • Evaluating build vs buy approaches
  • Comparing sourcing models and options
  • Applying service integration and management to different sourcing approaches

Exams and assessments

This course includes a formal certification exam:

  • 40 multiple-choice questions
  • 90 minutes duration
  • Closed book format
  • Pass mark: 28 out of 40 (70%)
  • The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course

From 2023, all PeopleCert Global Best Practice certifications must be renewed after three years.

Hands-on learning

Learners will engage with practical applications through:

  • Real-world service design and delivery case scenarios
  • Group activities to map value streams and analyse workflows
  • Peer collaboration to understand sourcing models and service integration
  • Guided instructor-led discussions on emerging technologies and practices