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ITIL® 4 Specialist Create, Deliver and Support

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Overview

ITIL 4 is the latest iteration of the widely accepted approach to IT service management (ITSM). Developed by AXELOS, it advocates aligning IT services with the needs of the business to support its core processes. This is accomplished by using IT as a tool for facilitating business change, transformation, and growth.

ITIL 4 Specialist Create, Deliver and Support is part of the ITIL 4 Managing Professional stream. It covers the ‘core’ service management activities and extends the scope of ITIL to the creation of services. The module focuses on the integration of value streams and activities for the creation, delivery, and support of IT-enabled products and services. It also equips practitioners with practical and technical knowledge on running successful services, teams, and workflows.

Learning Objectives

In addition to preparing you for the ITIL 4 Specialist Create, Deliver and Support certification examination, the following are the course’s learning objectives as defined in the official syllabus by AXELOS:

  • Understand how to plan and build a service value stream to create, deliver and support services 
  • Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams 
  • Know how to create, deliver and support services 

Who Should Attend this Training

  • ITSM practitioners managing operations related to IT-enabled and digital products and services 
  • Practitioners responsible for end-to-end delivery
  • ITSM professionals or managers who wish to better understand ITIL
  • Professionals who aim to become certified ITIL 4 Managing Professionals

Prerequisites

To be eligible for the ITIL 4 Specialist Create, Deliver and Support certification, candidates need to achieve the ITIL 4 Foundation certification and be trained through an Accredited Training Organization.

Examination Format

  • 40 multiple choice questions
  • 90 minutes (+23 minutes for candidates with English as a secondary language)
  • Passing criteria is 70%, i.e. 28 marks out of 40
  • Closed book examination

What’s Next?

Upon achieving the ITIL 4 Specialist Create, Deliver and Support, you can continue towards the remaining Managing Professional modules: ITIL 4 Specialist Drive Stakeholder Value, ITIL 4 Specialist High-velocity IT, and ITIL 4 Strategist Direct, Plan and Improve.

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Syllabus

    • Team collaboration and integration
    • Workforce planning
    • Results based measuring and reporting
    • The culture of continual improvement
    • Integration and data sharing
    • Reporting and advanced analytics
    • Collaboration and workflow
    • Robotic process automation (RPA)
    • Artificial intelligence and machine learning
    • Continuous integration and delivery/deployment (CI/CD)
    • Information models

No Content

    • Service design
    • Software development and Management
    • Deployment management
    • Release management
    • Service Validation and testing
    • Change Enablement

    • Service desk
    • Incident management
    • Problem management
    • Knowledge management
    • Service level management
    • Monitoring and event management

    • Managing queues and backlogs
    • Prioritizing work
    • Buy vs build considerations
    • Sourcing options
    • Service integration and management (SIAM)

Exam & Certification FAQs

Is the certification exam an open book exam?

No, it is a closed book exam.

 

Is the exam available in multiple languages?

No. The exam is only available in English.

 

Will there be negative marking?

No, there is no negative marking.

 

What types of questions are on the examination?

The certification examination comprises standard classic, negative, and list multiple choice questions. Standard classic questions are those which come with a question and four answer options. Negative questions are standard questions which are negatively worded (e.g. Which is NOT a defined area of value?). Finally list question comprise a list of four statements from which you need to select two correct statements.

 

Will I obtain the ITIL 4 Managing Professional Designation with this certification?

No, you will not. You need to complete all the modules in the Managing Professional stream, which include ITIL 4 Specialist Drive Stakeholder Value, ITIL 4 Specialist High-velocity IT, and ITIL 4 Strategist Direct, Plan and Improve.

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