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eLearning – ITIL 4 Create Deliver & Support

Course overview

Suitable for

Learning outcomes

What to Expect

ITIL 4 Specialist: Create, Deliver and Support

What is ITIL 4?

ITIL 4 provides you with comprehensive guidance for the management of information technology in the modern service economy. The ITIL 4 framework is built on established ITSM practices and expands itself to the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services. IT teams are enabled to continue to play a crucial role in the wider business strategy.

itil 4 certification schemeCopyright © AXELOS Limited 2016. Used under permission of AXELOS Limited. All rights reserved.

The ITIL 4 certification pathway image above shows the different modules a learner can study to reach an ITIL designation. For example, to be recognised as an ITIL Managing Professional, a learner would need to be certified in the four modules under the ITIL Managing Professional (MP) heading. That includes ITIL 4 Specialist: Create, Deliver & Support, ITIL 4 Specialist: Drive Stakeholder Value, ITIL 4 Specialist: High Velocity IT, and ITIL 4 Strategist: Direct, Plan & Improve. There are two more designations: ITIL Strategic Leader (SL) which would require a learner to be certified in two ITIL 4 modules, ITIL Leader: Digital & IT Strategy and ITIL Strategist: Direct, Plan & Improve. The final designation is ITIL Master, which would require a learner to be designated as both an ITIL Managing Professional (MP) and ITIL Strategic Leader (SL).

ITIL 4 Create Deliver & Support explores how service providers can enhance the customer experience and support proposition using ITIL practices, and focuses on the importance of positive interactions, communication and collaboration across all stakeholder groups. This module is considered essential for all IT Service professionals in leadership, management or other senior roles looking to validate their experience or taking the next step in their career.

A learner is required to hold a valid ITIL 4 Foundation certificate before enrolling in this eLearning ITIL 4 Create, Deliver & Support course.

To see other eLearning ITIL 4 courses KnowledgeAdd have available, please click here.

To find out more information about the Examination Institute PeopleCert for ITIL 4 exams, please click here.

Suitable For:

ITIL 4® Specialist: Create, Deliver and Support is aimed at IT Service Management practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material.

All Managing Professional modules have ITIL 4 Foundation as a pre-requisite.

Once you have ITIL 4 Foundation certification, this course is one of 4 Specialist courses needed to achieve the ITIL 4 Managing Professional certification.

Learning Outcomes:

Following this course, learners can be expected to be able to:

  • Plan and build a service value stream to create, deliver, and support products and services
  • Identify how relevant ITIL practices contribute to the creation, delivery, and support across the Service Value System and value streams
  • Design, develop and transition value streams using ITIL practices
  • Improve the customer support proposition and the customer experience using ITIL practices
  • Demonstrate the value of positive interactions, communication, and collaboration
  • Understand the challenges of developing and maintaining team capabilities, roles, and cultures

What to Expect:

eLearning Course Introduction Sample

All eLearning courses are completed via our online eLearning platform. Full instructions to access and complete the course will be sent to you after you have successfully completed the checkout process.

Following completion of the course, you may request exam voucher via the eLearning portal which can be redeemed anytime with PeopleCert online, within 12 months.

Exam Details

  • The exam will be computer based and completed online via a compatible device
  • The exam voucher, redeemable with PeopleCert, is included in the price of this course
  • Exam vouchers allow a learner to book the exam whenever they want, within 12 months
  • The exam itself will last up to 90 minutes and consists of 40 multiple choice questions
  • The pass mark is 28 out of 40 (70%)
  • Exam results will be withheld for candidates until the correct prerequisite information is provided to PeopleCert