ITIL®4 Specialist Create, Deliver and Support (EN)

254533

What is ITIL®4 Specialist Create, Deliver and Support

This training covers the core service for creating, delivering and supporting services. This module focuses on integrating different value streams and activities to create, deliver and support IT-enabled products and services, and the practices, methods, and tools that support these value streams.

Enrolling in the ITIL®4 Specialist Create, Deliver and Support training equips you with the essential skills to effectively manage and integrate service management activities. Our trainers bring a wealth of practical experience, adding a real-world perspective to the theoretical concepts. This training not only deepens your understanding of creating, delivering, and supporting IT-enabled products and services but also empowers you to apply these insights within your organization, enhancing efficiency and boosting customer satisfaction.

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

Who should attend ITIL®4 Specialist Create, Deliver and Support

• IT Service Managers: Oversee the delivery of IT services, ensuring they meet business needs and customer expectations.
• IT Project Managers: Manage IT projects from inception to completion, focusing on delivering value and meeting project goals.
• Service Desk Managers: Lead service desk teams, ensuring efficient handling of incidents and service requests.
• IT Consultants: Provide expert advice on IT service management practices, helping organizations implement and optimize ITIL processes.
• IT Operations Managers: Manage day-to-day IT operations, ensuring systems and services are reliable and efficient.
• Business Relationship Managers: Act as the liaison between IT and business units, ensuring IT services align with business objectives.
• IT Support Staff: Provide technical support and troubleshooting, ensuring smooth operation of IT services.
• Change Managers: Oversee the change enablement process, ensuring changes are implemented smoothly and with minimal disruption.
• Incident Managers: Manage the incident management process, ensuring timely resolution of incidents to minimize impact on services.
• Problem Managers: Identify and manage the root causes of incidents, preventing recurrence and improving service quality.

Prerequisites

Participants should have the ITIL®4 foundation certificate and have experience in IT management. Familiarity with IT operations and service management practices is beneficial.

Objectives

At the end of the training you will be able to:
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-oriented mindset.
• Employee satisfaction management.
• The value of positive communications.

Know how the following ITIL practices contribute to a value stream for a new service:

• 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.

Exam information

Exam Information:
This training includes a voucher for the official, internationally recognized exam.
The costs of the exam voucher are included in the price of the training. Shortly after the start of the training you will receive a voucher with which you can reserve your exam.
Bear in mind that you must plan your exam at least 5 working days in advance.
For more info check: https://academy.capgemini.nl/en/topic/exams-capgemini-academy

• Exam duration (minutes): 90 min
• % extra time for non-native speakers: 25%
• Number of exam questions: 40
• Minimum to pass out of total questions: 28
• Exam style: Multiple choice
• Open Book: No

Exam guarantee:
We have full confidence in the quality of our training. Therefore, if you take this training in our open schedule, we offer an exam guarantee. This means that you can retake the training for free, and you'll receive a complimentary exam voucher if you don't pass the exam on your first attempt.
The following conditions apply:

• You attended the entire training.
• You took the first exam within 2 months after the training.
• There is a maximum of 1 year between your initial training and the free training.

254533

What is ITIL®4 Specialist Create, Deliver and Support

This training covers the core service for creating, delivering and supporting services. This module focuses on integrating different value streams and activities to create, deliver and support IT-enabled products and services, and the practices, methods, and tools that support these value streams.

Enrolling in the ITIL®4 Specialist Create, Deliver and Support training equips you with the essential skills to effectively manage and integrate service management activities. Our trainers bring a wealth of practical experience, adding a real-world perspective to the theoretical concepts. This training not only deepens your understanding of creating, delivering, and supporting IT-enabled products and services but also empowers you to apply these insights within your organization, enhancing efficiency and boosting customer satisfaction.

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

Who should attend ITIL®4 Specialist Create, Deliver and Support

• IT Service Managers: Oversee the delivery of IT services, ensuring they meet business needs and customer expectations.
• IT Project Managers: Manage IT projects from inception to completion, focusing on delivering value and meeting project goals.
• Service Desk Managers: Lead service desk teams, ensuring efficient handling of incidents and service requests.
• IT Consultants: Provide expert advice on IT service management practices, helping organizations implement and optimize ITIL processes.
• IT Operations Managers: Manage day-to-day IT operations, ensuring systems and services are reliable and efficient.
• Business Relationship Managers: Act as the liaison between IT and business units, ensuring IT services align with business objectives.
• IT Support Staff: Provide technical support and troubleshooting, ensuring smooth operation of IT services.
• Change Managers: Oversee the change enablement process, ensuring changes are implemented smoothly and with minimal disruption.
• Incident Managers: Manage the incident management process, ensuring timely resolution of incidents to minimize impact on services.
• Problem Managers: Identify and manage the root causes of incidents, preventing recurrence and improving service quality.

Prerequisites

Participants should have the ITIL®4 foundation certificate and have experience in IT management. Familiarity with IT operations and service management practices is beneficial.

Objectives

At the end of the training you will be able to:
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-oriented mindset.
• Employee satisfaction management.
• The value of positive communications.

Know how the following ITIL practices contribute to a value stream for a new service:

• 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.

Exam information

Exam Information:
This training includes a voucher for the official, internationally recognized exam.
The costs of the exam voucher are included in the price of the training. Shortly after the start of the training you will receive a voucher with which you can reserve your exam.
Bear in mind that you must plan your exam at least 5 working days in advance.
For more info check: https://academy.capgemini.nl/en/topic/exams-capgemini-academy

• Exam duration (minutes): 90 min
• % extra time for non-native speakers: 25%
• Number of exam questions: 40
• Minimum to pass out of total questions: 28
• Exam style: Multiple choice
• Open Book: No

Exam guarantee:
We have full confidence in the quality of our training. Therefore, if you take this training in our open schedule, we offer an exam guarantee. This means that you can retake the training for free, and you'll receive a complimentary exam voucher if you don't pass the exam on your first attempt.
The following conditions apply:

• You attended the entire training.
• You took the first exam within 2 months after the training.
• There is a maximum of 1 year between your initial training and the free training.