ITIL® 4 Specialist: Create Deliver and Support Certification

ITIL® 4 Specialist: Create Deliver and Support Certification Outline

Module 1: Organisational Structures 

• Organisational Structures 

• Team Culture 

• Continual Improvement Culture 

• Collaborative Culture 

• Customer-Oriented Mindset 

• Positive Communication 
   

Module 2: Effective Teams 

• Capabilities, Roles and Competencies 

• Workforce Planning 

• Employee Satisfaction Management 

• Results-Based Measuring and Reporting 
   

Module 3: Information Technology to Create, Deliver and Support Services 

• Integration and Data Sharing 

• Reporting and Advanced Analytics 

• Collaboration and Workflow 

• Robotic Process Automation 

• Artificial Intelligence and Machine Learning 

• CI/CD 

• Information Model 
   

Module 4: Value Streams 

• Anatomy of a Value Stream 

• Designing a Value Stream 

• Value Stream Mapping 
   

Module 5: Value Stream to Create, Deliver and Support Services 

• Value Stream Model for Creation of a New Service 
   

Module 6: Value Stream for User Support 

• Value Stream Model for Restoration of a Live Service 
   

Module 7: Prioritise and Manage Work 

• Managing Queues and Backlogs 

• Prioritising Work 

• Swarming 

• Shift-Left Approach 
   

Module 8: Commercial and Sourcing Considerations 

• Build or Buy 

• Sourcing Models 

• Service Integration and Management 

What You’ll Learn in this Course

This course takes you from understanding advanced ITIL® practices to applying service value stream concepts that enable efficient creation, delivery, and support of IT-enabled services. Each stage enhances your ability to optimise performance and deliver continual improvement. 

• Learn how to design, build, and deliver IT-enabled services effectively 

• Learn to manage service value streams for optimised performance and reliability 

• Learn how to integrate people, technology, and processes for seamless delivery 

• Learn to enhance collaboration and communication across IT and business teams 

• Learn how to apply continual improvement practices within service operations 

• Learn to measure, monitor, and improve service performance and customer value 

ITIL® 4 Specialist: Create, Deliver and Support Exam Information 

The ITIL® 4 Specialist Create, Deliver and Support Certification Exam assesses candidates’ knowledge of service value streams, practices, and tools required to design, deliver, and support efficient IT-enabled services within modern organisations. The exam information is as follows:  

• Question Type: Multiple Choice  

• Total Questions: 40   

• Total Marks: 40 Marks   

• Pass Mark: 70%, or 28/40 Marks  

• Duration: 90 Minutes  

• Open Book/ Closed Book: Closed Book