ITIL® 4 Specialist – Create, Deliver & Support with exam

This course qualifies you for 21 PMI® Professional Development Units (PDUs).

PDU Claim Code: 505473SNLN

Duration : 3 days

© AFI Expertise inc.

ITIL® 4 focuses on a new form of IT service management, driven by the customer experience, value flows, digital transformation and new working methods such as Lean, Agile and DevOps.

The ITIL 4 Create, Deliver and Support (CDS) qualification is intended to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools.

The ITIL 4 Create, Deliver and Support examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus below, to be awarded the ITIL 4 Create, Deliver and Support qualification.

The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.

Our certified trainers are professionals working daily in environments where these practices support the co-creation of value. Our training includes examples, simulations and case studies applied to the current realities of the organization.

Audience

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
• Existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites

To participate in the course and certification, candidates must already have:

• ITIL®4 Foundation certificate

Proof will be required at registration.

In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

Objectives

• Understand how to plan and build a service value stream to create, deliver and support services
• Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
• Know how to create, deliver and support services

English (material and exam) – Delivery of the class can be in French or English.

Students will receive an ITIL®4 Create, Deliver and Support electronic (pdf) workbook containing all of the presentation materials, course notes, case study and sample exams.

An interactive approach consisting of readings, discussions and experience sharing will prepare participants for the ITIL® 4 Create, Deliver and Support certification and provide them with practical knowledge which they can then apply in the workplace.

Certification and exam

• The exam is closed book with forty (40) multiple choice questions.
• The pass grade is 70% (28 out of 40 questions).
• Each question is worth 1 mark.
• There is no negative marking
• The exam lasts 90 minutes.
• Non-native speakers may be awarded 25% extra time.
• There are 15 questions at Bloom’s Level 2 = 37.5%
• There are 25 questions at Bloom’s Level 3 = 62.5%

Contents

• Understand the concepts and challenges relating to different concepts across the service value system (BL2)
• Understand how to use a ‘shift-left’ approach (BL2)
• Know how to plan and manage resources in the service value system (BL3)
• Understand the use and value of information and technology across the service value system (BL2)
• Know how to use a value stream to design, develop and transition new services (BL3)
• Know how the different ITIL practices contribute to a value stream for a new service (BL3)
• Know how to use a value stream to provide user support (BL3)
• Know how the different ITIL practices contribute to a value stream for user support (BL3)
• Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services (BL3)
• Understand the use and value of the following across the service value system (BL3)

The ITIL® accredited course on this page are offered by IT Chapter, ATO of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.