ITIL® 4 Specialist - Create Deliver Support

Course Overview

ITIL ® 4 Create, Deliver and Supportaddresses the cultural and team management aspects of product and service management; provides an overview of the tools and technologies which support service management; and demonstrates how to integrate management practices into end-to-end value streams. The purpose of the ITIL 4 Create, Deliver and Support Qualification examination is:

  • to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
  • to provide the candidate with an understanding of service performance, service quality and improvement methods.

The ITIL 4 Create, Deliver and Support Qualification helps to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

Course Coverage

  1. Understand how to plan and build a service value stream to create, deliver and support services
  2. Understand the concepts and challenges relating to the following across the service value system.
  3. Understand how to use a ‘shift left’ approach
  4. Know how to plan and manage resources in the service value system:
  5. Understand the use and value of information and technology across the service value system.
  6. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
  7. Know how to use a value stream to design, develop and transition new services
  8. Know how the following ITIL practices contribute to a value stream for a new service Know how to use a value stream to provide user support
  9. Know how the following ITIL practices contribute to a value stream for user support
  10. Know how to create, deliver and support services
  11. Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
  12. Understand the use and value of the following across the service value system including Buy vs build considerations, Sourcing options, Service integration and management (SIAM)

Exam Format

  • Multiple Choice, 40 questions. Each question is worth one mark. 9 questions at Bloom's level 1, 31 questions at Bloom's level 2
  • Maximum 90 Minutes for all candidates
  • Candidates completing an exam in a language that is not their mother tongue have a maximum of 112 minutes to complete the exam and are allowed the use of a dictionary
  • The Pre-requisite is ITIL® 4 Foundation
  • Passing Marks is 28/40 or 70%

Exam Pre-Requisite – ITIL® 4 Foundation Certification 

Get Your Dream Designation And Salary