ITIL® v4 Specialist: Create, Deliver and Support

Understand the concepts and challenges relating to the following across the service value system:
Organisational structure
Integrated/collaborative teams
Team capabilities, roles, competencies
Team culture and differences
Working to a customer-orientated mindset
Employee satisfaction management
The value of positive communications

Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:
Team collaboration and integration
Workforce planning
Results based measuring and reporting
The culture of continual improvement

Understand the use and value of information and technology across the service value system:
Integrated service management toolsets
Integration and data sharing
Reporting and advanced analytics
Collaboration and workflow
Robotic process automation (RPA)
Artificial intelligence and machine learning
Continuous integration and delivery/deployment (CI/CD)
Information models

Know how to use a value stream to design, develop and transition new services

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

Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support:
Service desk
Incident management
Problem management
Knowledge management
Service level management
Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
Managing queues and backlogs
Prioritizing work
Understand the use and value of the following across the service value system:
Buy vs build considerations
Sourcing options
Service
integration and management (SIAM)