ITIL®4 Specialist Create, Deliver and Support (with exam)

This course covers the "core" service management activities and extends the current scope of ITIL to the "creation" of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services, while also covering supporting practices, methods and tools

(*) ITIL® is a registered Trade Mark of AXELOS Limited, used under permission of AXELOS. All rights reserved

Schedule

datedur.lang.locationprice 
16 Nov3Nweb based 1850 EUR (exempt from VAT)
24 May3NUtrecht 1850 EUR (exempt from VAT)
SESSION INFO AND ENROLMENT

Intended for

ITIL®4 Specialist Create, Deliver and Support is aimed at IT Service Managers who manage IT-enabled digital products and services, and those responsible for end-to-end delivery. After completing this course you will be able to continue to provide innovative, yet reliable, technical support to your customers in an increasingly competitive market.

Background

This training and exam are only accessible when you have the ITIL®4 Foundation certification. View course ITIL® Foundation (with exam).

Main topics

Understand the concepts and challenges relating to the following across the service value system:

  • Organizational structure
  • Integrated/collaborative teams
  • Team capabilities, roles and competencies
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction management
  • The value of positive communications

Know how the following ITIL practices contribute to a value stream for a new service (including subsections), and the following references from the practice guidance):

  • 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

Training method

This training includes a voucher for the official, internationally recognized exam, and one re-exam.

The cost of the exam voucher is included in the price of the training. Shortly after the start of the training you will receive a voucher by email with which you can book your exam. Please note that you must schedule your exam at least 5 business days in advance.

Exam Information

  • Exam duration: 90 min
  • % extra time if not in mother tongue: 25%
  • Number of exam questions: 40
  • Minimum number of correct answers: 28
  • Exam style: Multiple choice
  • Open Book: No

Duration

3 days.

Course leader

Capgemini


SESSION INFO AND ENROLMENT