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ITIL® 4 Specialist Create, Deliver and Support

4.9(13145 Rating)

Duration

3 days

Language

English / Arabic

Batch Options

4 hours & 8 hours

Upcoming Batch

October 21, 2024

Overview Schedule Dates Course Content Faqs

Course Overview

The ITIL® 4 Specialist Create, Deliver, and Support course is a vital component of the ITIL 4 certification journey, focusing on the amalgamation of diverse value streams and activities essential for crafting, delivering, and supporting IT-enabled products and services. Tailored for IT service management professionals, this course empowers learners with the expertise to cultivate a conducive team environment, refine organizational frameworks, and instill a culture of continuous improvement to elevate service standards and operational efficiency. Participants will explore the nuances of integrating information technology, leveraging advanced analytics, robotic process automation, and AI to streamline service creation and support processes. Additionally, the course delves into value stream design and mapping, adopting a shift-left approach to prioritize work, and evaluating commercial and sourcing models to optimize service delivery. Upon completion, individuals will possess a deep understanding of sophisticated service management methodologies pivotal for driving customer satisfaction and achieving business objectives.

Multiple Routes of Delivery to
Fit Your Timetable

We understand that flexibility is key to effective learning and development, especially in today’s dynamic work environment. That’s why we offer multiple delivery formats for our IT trainings in UAE. Whether you prefer the interaction of in-person classes, the convenience of live virtual training, or the independence of self-paced online learning, we have a solution tailored to your schedule. Our goal is to make professional growth accessible to everyone, allowing you to upskill without compromising your other commitments.

Online Instructor Led

Learn from the comforts of your home/office with our expert trainers via online platforms.

Classroom Training

Face-to-face physical classroom training with max interactions at our 5* training venues.

Onsite Training

Learn in your own environment from our expert trainers for maximum impact.

Overseas Training

Choose your desired country for learning with our expert trainers.

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Schedule Dates

21 April 2025 - 23 April 2025

ITIL® 4 Specialist Create, Deliver and Support

21 July 2025 - 23 July 2025

ITIL® 4 Specialist Create, Deliver and Support

21 October 2025 - 23 October 2025

ITIL® 4 Specialist Create, Deliver and Support

21 January 2026 - 23 January 2026

ITIL® 4 Specialist Create, Deliver and Support

Course Content

Organisational Structures
Employee Satisfaction
Building Effective Teams – Roles and Competencies
Professional IT and Service Management Skills and Competencies
Generalist or ‘T-shaped’ Models
Developing a Broad Set of Competencies
Developing Team Culture – What is Team Culture?
What does Cultural Fit Mean and Why is it so Important?
How to Develop and Nurture Good Team Culture?
A Continual Improvement Culture
A Collaborative Culture
Align with the Type of Work
Learn Through Collaboration
Servant Leadership
Customer Orientation: Putting the Customer First
Customer Experience
Positive Communication

Shift-Left Approach
Building a Shift-Left Approach

Workforce Planning and management
Results-Based Approach
Challenges

Integration and Data Sharing
Integration Topologies
Integration Approaches
Reporting and Advanced Analytics
Data Analytics
Big Data
Collaboration and Workflow
Tools and Capabilities
Robotic Process Automation
RPA Technologies
Artificial Intelligence
Application and value
Machine Learning
Supervised Learning
Benefits and Limitations of Machine Learning
Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
Goals and Value Measurement
CI/CD Pipeline
Aligning CI/CD with ITIL®
How Would ITIL Deploy a Change?
CI/CD Does Not Suit Every Situation
Value of an Effective Information Model
Anatomy of an Information Model
Integrated Service Management Toolsets
Service Management Toolset Expectations

Value Streams to Create, Deliver, and Support Services
ITIL® Service Value Streams
Structure of an ITIL® Service Value Stream
Value Streams and Organisations
Design Thinking
Designing a Service Value Stream
Describing a Step of a Value Stream
Value Stream Mapping
Key Metrics When Analysing a Value Stream
Process Timing
Simple Representation of a Value Stream
Complex Representation of a Value Stream
Model Value Streams for Creation, Delivery, and Support
Development of a New Service
Design Considerations
Demand to Value
Development of a New Service
tep 1: Acknowledge and Document the Service Requirements
Step 2: Decide Whether to Invest in the New Service
Step 3: Design and Architect the New Service to Meet Customer Requirements
Step 4: Build, Configure, or Buy Service Components
Step 5: Deploy Service Components in Preparation for Launch
Step 6: Deliver and Support Within the Service Value Chain

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

Restoration of a Live Service
Design Considerations
Demand and Value
Journey from Demand to Value
Restoration of a Live Service
Step 1: Acknowledge and Register the User Query
Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
Step 3: Obtain a Fix from the specialist team
Step 4: Deploy the Fix
Step 5: Verify that the Incident has been Resolved
Step 6: Request Feedback from the User
Step 7: Identify Opportunities to Improve the Overall System

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

Why do we need to Prioritise Work?
Managing Work as Tickets
Prioritisation and Demand Management
How to Prioritise Work?
WSJF (Priority)
Swarming
Commercial and Sourcing Considerations
‘Build or Buy’ Considerations
Commodification
Defining Requirements for Service Components
Selecting a Suitable Vendor
Sourcing Options and Models
Outsourcing Considerations
Service Integration and Management

FAQs

The ITIL® 4 Specialist Create, Deliver, and Support course is an integral part of the ITIL 4 certification path, focusing on integrating various value streams and activities to effectively create, deliver, and support IT-enabled products and services.

This course is designed for IT service management practitioners, including IT managers, service delivery managers, service desk managers, and anyone involved in creating, delivering, or supporting IT services.

The course covers a wide range of topics including fostering effective team culture, improving organizational structures, implementing continuous improvement practices, integrating advanced analytics, robotic process automation, and AI, designing and mapping value streams, prioritizing work using a shift-left approach, and optimizing service delivery through commercial and sourcing models.

The course may be delivered through instructor-led training sessions, hands-on workshops, case studies, and interactive discussions. Depending on the provider, it may be offered in person, virtually, or through self-paced online modules.

Completing this course equips individuals with advanced skills and knowledge essential for effectively managing and optimizing IT-enabled products and services. It enhances career prospects, improves job performance, and contributes to organizational success.

Yes, the certification is globally recognized and demonstrates proficiency in IT service management practices aligned with ITIL 4 principles.

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