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ITIL Specialist: Create, Deliver, and Support

ITIL® Specialist: Create, Deliver, and Support

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Course Length	3 days
Credits Earned	21 PDU credits

This three-day hands-on program leads to a ITIL Specialist Certificate in ITIL Create, Deliver, and Support. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of value stream design, practice creation and alignment, and cross-functional collaboration models.

What You Will Accomplish

Plan and build value streams
Use ITIL practices to support the creation of new services
Use ITIL practices to provide effective user support
Coordinate, Prioritize, and Structure Work Activities
Assess Build vs Buy Considerations
Assess Sourcing Alternatives
Service Integration and Management (SIAM)

Who Should Attend

All IT staff and Management responsible for the creation of new services, service transition planning, ongoing service delivery, and user support would benefit from this course.

Service Desk personnel and Management
Technical Support personnel and Management
Data Center Operations personnel and Management
Security Operations personnel and Management
Application Support Personnel and Management
Project and Program Managers looking to better integrate Operational Readiness

Course Outline

Plan and build value streams
Align organizational structure
Create a customer-oriented mindset
Understand “shift-left” and how to use it to improve velocity
Learn effective collaboration and team development techniques
Establish effective information workflows and knowledge sharing
Use practices to support the creation of new services such as

Service Design
Software Development and Management
Deployment Management
Release Management
Service Validation and Testing
Change Enablement

Use practices to provide effective user support

Service Desk
Incident Management
Problem Management
Knowledge Management
Service Level Management
Monitoring and Event Management

Coordinate, Prioritize, and Structure Work Activities

Managing Queues and Backlogs
Prioritization

Assess Build vs Buy Considerations
Assess Sourcing Alternatives
Using Service Integration and Management (SIAM)

Prerequisites

All students need to have completed and passed the ITIL 4 Foundation examination prior to attending this course.

Exam

The ITIL Specialist: Create, Deliver, and Support exam is a 90 minute, 40 question multiple choice exam. An optional examination is administered by an independent proctor at the end of the course. Certification and accreditation is through PeopleCert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam

Reference Material

Each student will receive a detailed workbook. All students receive access to a subscription to Axelos’ My ITIL, which includes online access to all ITIL Practice Guides. Other ITSM-related study material and books are available for purchase prior to, or during, the class.