ITIL

Enjoy the best in ITIL 4 Specialist: Create, Deliver & Support Training

The ITIL ® 4 Specialist: Create, Deliver and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.

ITIL 4 Specialist: Create, Deliver & Support

Course Objectives

When you complete this course you will know how to:

Improve established practices
Understand how services are developed
Know how users are supported with value streams
Increase service efficiency
Create effective work flows

The Create, Deliver and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment.

Course Outline

00: Introduction

01: Plan and Build a Service Value Stream

Planning
Organizational Structures
Cooperation & Collaboration
Work & Tasks

02: Team Culture

How Teams Work
Cultural Fit
Continual Improvement Culture

03: Customer Orientation

Customer Oriented Strategy
Customer Delight
Feedback Types
Communication Feedback
Customer Orientation Exercise

04: Shift-Left Approach

Benefits of Shift-Left
Applying Shift-Left

05: Plan & Manage Resources

Teams
Workforce & Talent Management Practice
Capacity Planning
Result-Based Measurement
Continual Improvement Culture

06: Using Value Streams to Release a New Service Part 1

Adding New Services
From Demand to Value
Agile User Stories Template
Practices/Activities Involved

07: Using Value Streams to Release a New Service Part 2

Build, Configure or Buy Service Components
Practices/Activities Involved
Deploying Service Components
Releasing a New Service

08: Service Design Practice

Purpose
Scope
Practice Success Factors

09: Software Development & Management Practice

Purpose
Scope
Lifecycle Coverage
Practice Success Factors

10: Deployment Management Practice

Purpose
Scope
Practice Success Factors

11: Release Management Practice

Purpose
Scope
Practice Success Factors

12: Service Validation & Testing Practice

Purpose
Scope
Practice Success Factors

13: Change Enablement Practice

Purpose
Scope
Practice Success Factors

14: User Support Value Stream Steps 1 to 3

Value Stream Integration
Value Leakage
Demand & Value
Fixing and Deploying the Value Stream

15: User Support Value Stream Steps 4 to 7

Deploy Fix
Verify Incident Resolution
Contributing Practices
Request User Feedback
Identify Opportunities for Improvement

16: Monitoring and Event Management Practice

Purpose
Scope
Practice Success Factors

17: The Service Value Stream Practice

Purpose
Scope
Practice Success Factors

18: Incident Management Practice

Purpose
Scope
Practice Success Factors

19: Problem Management Practice

Purpose
Scope
Practice Success Factors

20: Knowledge Management Practice

Purpose
Scope
Practice Success Factors

21: Service Level Management Practice

Purpose
Scope
Practice Success Factors

22: How to Create, Deliver and Support Services Part 1

Coordinate
Prioritize
Structure Work

23: How to Create Deliver and Support Services Part 2

Sourcing
Selecting Vendors
Integrating Suppliers

24: Course Summary & Exam Tips

Prerequisites

In order to take the ITIL ITIL 4 Specialist: Create, Deliver and Support Exam students must have completed an Accredited CDS course. The exam is proctored online by PeopleCert:
Exam Length: 90 Minutes
Exam Format: Closed Book, Multiple Choice
Exam Delivery: Online, webcam proctored.
Pass Mark: 70% (28 out of 40 questions answered correctly)
Exam Language: English (Extra time is available for non-native English Speakers)

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Get IITIL 4 Specialist: Create, Deliver & Support Certified

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Donna Johnson

12/09/2020

I would highly recommend this class for the level of detail and effective strategies provided in preparation in the PMP certification. The professor was outstanding; tackling specific approaches to each domain of project management.

Brandon F.

7/07/2021

Eric is an amazing instructor. The class was very well informed and as someone who has been in this field for close to 14 years, I thoroughly enjoyed adding to my arsenal of tools. I especially like the option to view the class on recordings because for those of us deployed it’s extremely difficult for us to watch them live while on mission. Labs are ok, just wish there was more explanation to them from the lab material itself. The advantage of taking this course in a live classroom setting I’m sure. All in all I look forward to my CHFI class coming up Aug 17th. Thank you for all you guys do for us.

Richard L.

7/07/2020

I was very happy with the learning environment. The instructor made the material very easy to understand and had a lot of patience with all of us asking the same question over and over. I would recommend this course to anyone who needs to get the certificate.

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7/07/2021

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7/07/2022

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7/07/2020

As an Aircraft Maintainer of 17 years, having little to no IT background, I was prepared to take Security + 2-3 times before passing after all of the stories I'd heard. I attended the bootcamp Applied Technologies offered for 1 week, and was BLOWN AWAY! The instructor was TRULY THE BEST! It was a ton of information. However, the way it was taught, broken down for anyone still having issues understanding, and the test prep was all outstanding! I have already got a friend to go and will be spreading the word to anyone else I know looking for any IT Certifications! Looking forward to other certifications and PMP myself! BTW, I didn't barely pass either...although only looking for a 750 to get by, I scored well over 800. THANK YOU TO THE BEST TEACHER I COULD ASK FOR!

Ray G.

7/07/2021

This Security+ certification Boot Camp was PERFECT! When I took the class, I had zero background or experience in this Networking & Security+ arena. The class I took was led by J Chaney. He has expertly took me from a very nervous and clueless student to a confident student. I felt self-assured to take the certification exam. Could you have You-Tubed all the info? Yes, but that just memorization not comprehension. The instructor J made all of it digestible by his use personalization's of the content. Personalizations of the content helped bring this highly complex and technical data into bite-sized chunks, not everyone can do "it". J Chaney has the “It” effect, it is those intangibles that separate a good from great instructor. He can easily assess your level of understanding and customize "it" to you. Attention newbies: If you were worried about taking Security+, take this class with J Chaney with Applied Technology Academy.

Janay L.

11/01/2020

best school out there 💗❗️

Keisha Thomas

9/02/2022

Great Class. Lawerence Dodge was a great teacher, extremely knowledgeable and easy to understand. I would recommend anyone to take his courses. The pace was good and he was always willing to help. KUDOS

Jake Dean

12/18/2021

Awesome training, great supporting tools and aids. Kept me and my ADHD engaged while learning this great subject! This is my fourth class with Applied Technology Academy and I will continue to use them for my certification needs!

Samuel

8/09/2021

Great instructors and the staff is always very helpful.

Patrick J.

7/07/2022

Wonderful experience well taught.

Brett F.

12/20/2021

Experts in the field that tailor the delivery of the overwhelming abundance of material and somehow make it digestible! Sec+ boot camp was a great investment!

Sangwoo Lee

8/19/2021

Great prep for PMP exam.Dr. Salk is a great instructor. He is very engaging and presents material thoroughly.

Ashish K.

7/07/2022

I really had good training experience from ATA and our instructor J Chaney. It was very through and knowledgable.

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