PeopleCert

ITIL® 4 Specialist Create, Deliver and Support

Elevate your IT service management skills. Discover best practices for customer satisfaction.

(ITIL4-MP.AN1) / ISBN : 978-1-64459-272-4
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About This Course

The ITIL 4 Specialist Create, Deliver and Support preparatory course focuses on the basics of IT service management and how the ITIL framework can be used to manage the whole process of creating, delivering, and supporting services. Gain expertise on ITIL, considered as one of the most relevant frameworks for IT service management, used by many big organizations worldwide. To enhance your learning experience, the ITIL 4 Specialist course has been embedded with many interactive features like quizzes, flashcards, glossaries, performance Lab, and practice tests.

Skills You’ll Get

  • Understanding of the ITIL 4 framework: its principles, concepts, and best practices
  • Knowledge of the Service Value System; its components, and how they work together to deliver value
  • Ability to optimize value streams by identifying inefficiencies and improving service delivery
  • Team building and leadership qualities: developing team culture
  • Expertise in prioritizing work, managing backlogs, and allocating resources 
  • Managing relationships with suppliers, negotiating contracts
  • Expertise in using information and technology to support service creation, delivery & support
  • Understanding of AI and its applications in IT service management
  • Ability to improve methods, implement changes and measure results

Download Course Outline

1

Introduction

2

The evolution of professionalism in IT and service management

  • Organizations, people, and culture
  • Building effective teams
  • Developing team culture
  • Summary
3

Using information and technology to create, deliver, and support services

  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation
  • Artificial intelligence
  • Machine learning
  • Continuous integration, continuous delivery, and continuous deployment
  • The value of an effective information model
  • Automation of service management
  • Summary
4

Value streams to create, deliver, and support services

  • ITIL service value streams
  • Model value streams for creation, delivery, and support
  • Using value streams to define a minimum viable practice
  • Summary
5

Prioritizing work and managing suppliers

  • Why do we need to prioritize work?
  • Commercial and sourcing considerations
  • Summary
6

Conclusion

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Read this section to know about this certification and its relevance in the industry.

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This is an ITIL certification that focuses on continuous improvement of IT service management and customer/user satisfaction. You’ll learn about the best practices in the industry for managing service lifecycle, operational excellence, and continuous improvement. It’s ideal for those involved in daily IT service operations.

You should have attained the ITIL 4 Foundation certification as a prerequisite. The foundation certification covers the core concepts, principles, and terminology of the ITIL 4 framework, before you can take the ITIL® 4 CDS exam.

While the CDS certification takes time and effort to obtain, it is definitely worth it. ITIL is a globally recognized framework, and learning how to work on it, imparts multiple benefits in terms of career advancement, job performance, and global recognition. It is one the most sought-after certification for IT professionals.

The exam format is Multiple Choice Questions (MCQ). There are 40 Questions in total.

  The ITIL Specialist exam duration is 60 minutes.

  The passing percentage for the ITIL 4 CDS exam is 65%.

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