The ITIL Specialist: Create, Deliver and Support module is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities. With bite-sized modules, the course is tailored for busy professionals, allowing you to learn at your own pace through engaging, interactive content. You’ll access a range of resources, including multimedia quizzes, real-world case studies, and the Official ITIL 4 glossary. Self-paced learning empowers you to tailor your learning experience, apply ITIL 4 to complete projects and prepare thoroughly for certification with comprehensive support materials.

The interactive e-learning portal is designed for convenience, enabling you to learn at your own pace, anytime and anywhere in the world. You can fit your studies around your schedule, taking the exam online at a time that suits you best.

This online package includes:

• eLearning (12 month access)
• Online proctored exam
• Official eBook: Your primary reference for exam preparation and ongoing professional development
• Learning Resource Kit: Includes the Official ITIL 4 Specialist Learner Workbook and Quick Reference Guide for focused study

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Popular among professionals who have advanced to roles such as:

Please note: an ITIL 4 Foundation certification is a pre-requisite for studying Create, Deliver and Support.

• 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 service value system (SVS) and value streams
• Know how to create, deliver and support services

Module 1: Organisation and Culture

• Organisational Structures
• Team Culture
• Continuous 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 Service

• 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 Stream

• Anatomy of a Value Stream
• Designing a Value Stream
• Value Stream Mapping

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

• Value Stream 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
• Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

• Build or Buy
• Sourcing Models
• Service Integration and Management

Exam format

• Multiple choice
• 40 questions per paper
• 28 marks required to pass (out of 40 available) – 70%
• 90 minutes duration
• Closed book

• eLearning (12 month access)
• Online proctored exam
• Official eBook
• Learning Resource Kit