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
INTRODUCTION
AUDIENCE PROFILE
COURSE CONTENT
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MECER SM-CDS ITIL 4 Specialist Create Deliver and Support Module

ITIL 4 SPECIALIST: CREATE, DELIVER&SUPPORT (EXAM INCLUDED)

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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.