MECER SM-CDS ITIL 4 Specialist Create Deliver and Support Module Instructions
- June 9, 2024
- MECER
Table of Contents
MECER SM-CDS ITIL 4 Specialist Create Deliver and Support Module
ITIL 4 SPECIALIST: CREATE, DELIVER&SUPPORT (EXAM INCLUDED)
INTRODUCTION
The ITIL@4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL® 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.
AUDIENCE PROFILE
The ITILO 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT enabled & digital products and services, and those responsible for the end-to-end delivery. Professionals with following job titles are expected to benefit from this module:
- IT Operations Manager, Availability Manager, Senvice Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers,
- Developers, Testers, Infrastructure Operations Engineer, Software DeveloperProduct owners, Project Managers, Business Relationship Manager, Customer Relationship Manager
PREREQUISITES
- ITIL® 4 Foundation
COURSE OBJECTIVES
The learning objectives of the course are based on the following leaning
outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam
specification:
- Understand how to plan and build a service value stream to create, deliver, and support services
- Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams
- Know how to create, deliver and support services
COURSE CONTENT
Lesson 1: Organization and Culture
Organizational Structures
- Team Culture
- Continuous Improvement
- Culture
- Collaborative Culture
- Customer-Oriented Mindset
- Positive Communication
Lesson 2: Effective Teams
-
Capabilities, Roles and
-
Competencies
-
Workforce Planning
-
Employee Satisfaction
-
Management
-
Results Based Measuring and Reporting
-
Lesson 3: Information
-
Technology to Create, Deliver and Support Service
-
Integration and Data Sharing
-
Reporting and Advanced
Analytics -
Collaboration and Workflow
-
Robotic Process Automation
-
Artificial Intelligence and
-
Machine Learning
-
CI/CD
-
Information Model
Lesson 4: Value Stream
- Anatomy of a Value Stream
- Designinga Value Stream
- Value Stream Mapping
Lesson 5: Value Stream to
- Create, Deliver and Support
- Services
- Value Stream for Creation of a New Service
Lesson 6: Value Stream for User Support
- Value Stream Model for
- Restoration of a Live Service
Lesson 7: Prioritize and Manage Work
- Managing Queues and Backlogs
- Prioritizing Work
- Shift-Left Approach
Lesson 8: Commercial and Sourcing Considerations
- Build or Buy
- Sourcing Models
- Service Integration and Management
ASSOCIATED CERTIFICATIONS & EXAM
This course will prepare delegates to take the ITIL®4 Specialist: Create,
Deliver, and Support exam. Successfully passing this
exam will result in the ITIL® 4 Specialist: Create, Deliver, and Support
Certification.
Exam Prerequisite:
Note that attendance and completion of the Instructor-led ITIL® 4 Specialist: Create, Deliver, and Support course is mandatory and serves as a prerequisite before attempting the ITIL® 4 Specialist: Create, Deliver, and Support Examination.
Exam Format
- 40 questions, multiple choice examination
- Closed Book
- Online Web Based
- 90 minutes (candidates taking exam in a language that is not their native or working language may be awarded 25% extra time)
- Pass Score 70% or higher- a raw score of 28 marks or above
BOOK YOUR COURSE & EXAM
Please Note: The ITIL® 4 Specialist: Create, Deliver and Support course
bundle includes the ITIL® 4 Specialist: Create, Deliver and Support
examination and will be quoted and purchased together.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved