Course
ITIL® 4 Specialist: Create, Deliver and Support («ITCDS»)
Course facts
- Creating, delivering, and supporting a service through the ability to plan and build a service value stream
- Understanding the contribution of relevant ITIL® practices to the creation, delivery and support of the overall service value system and value streams
- Coordinating, prioritising and structuring activities
The module provides practical guidance on how to apply the concepts described in ITIL® 4 Foundation. It explores different approaches to working as well as new technologies that can be combined with ITIL® 4 to achieve the best outcome for an organization. In addition, it recommends taking a holistic approach to culture and people to support the achievement of successful outcomes.
1 Structure and Planning
- Concepts and challenges in the entire service value system
- «Shift-left» approach
- Planning and management of resources
- Use and value of information and technologies
2 ITIL Practices for Creation, Delivery and Support
- Use of a value stream for the conception and development of new services
- ITIL practices for user support
3 Creation and Support of Services
- Coordination, prioritization, structuring
- Build vs. Buy, Sourcing Options and Service Integration and Management
The course contents/learning goals are based on the official syllabus of Axelos.
Component of the following courses
The seminar requires at least 20 hours of additional time outside the classroom.
The course consists of a three-day interactive course consisting of presentation and group exercises. Please keep the evenings free for repetitions and/or smaller homework. The preparation and processing of the homework will contribute significantly to the success of the exam.
This module is a must for all IT staff involved in the design, planning and operation of services and who want to learn about service improvement opportunities as ITIL® is already used in their organization. These are (IT) service management specialists and practitioners responsible for the operation of IT-enabled and digital products and services, as well as staff responsible for the end-to-end delivery of services. Specifically, these are:
- IT Manager
- Service Delivery Manager
- Service & Solution Architect
- Software Developer
- Test Manager
- Knowledge Manager
- Supplier Manager
- Service Desk Manager
The «ITIL® 4 (and since October 21, 2024 also v3) Foundation» certification is a prerequisite for this course. If you are not yet in possession of one or other of the «Foundation» certifications, please attend the following course:
You can book the exam in English or German. The courseware is in English and the official literature is in either English or German. In general, we recommend that you take the exam in the language of the official literature. When you register for the exam, you can choose the language of the exam and the language of the eBook.
You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera.
For more information about the exam, please visit the PeopleCert website here.
Format: 40 multiple-choice exam questions, duration: 1.5 hours, pass rate: 70%, closed book
«Take2» option:
This option allows you to retake the exam at a lower price if you do not pass. The retake exam takes place online. If required, you can book this option independently in your PeopleCert cadidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare and take the retake exam.
The «ITIL® 4 Specialist: Create, Deliver & Support» is one of the prerequisites for the ITIL® 4 Managing Professional certification, which assesses candidates' practical and technical knowledge of how to successfully deliver modern IT-enabled services, teams and workflows.
Please note that PeopleCert will not issue your certificate if the above requirements are not met.
https://www.peoplecert.org/en/terms-of-service-and-privacy-policy – under this link you will find more information about the complaint management of our certification partner and your rights.