ITIL® 4 Create, Deliver and Support
Developing, providing and managing services - training incl. certification
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Machine Learning Engineer
This module provides practical guidance on applying the concepts described in ITIL® 4 Foundation. It explores various approaches and new technologies that can be combined with ITIL® 4 to achieve the best possible outcomes for an organization. It also recommends adopting a holistic approach to culture and people to support the achievement of successful outcomes.
1. Setup and Planning:
- Concepts and challenges throughout the Service Value System
- Application of the "shift-left" approach
- Planning and management of resources
- Use and value of information and technologies
2. ITIL® Practices for Design, Delivery, and Support
- Using a value stream for the design and development of new services
- ITIL® Practices for users
3. Development and Support of Services
- Coordination, prioritization, structuring
- Build vs. Buy, Sourcing Options, and Service Integration and Management
The course content/learning objectives are based on the official syllabus.
Requirements:
The "ITIL® 4 (and, as of October 21, 2024, also v3) Foundation" certification is a prerequisite for this course.
- Creation, delivery and support of a service through the ability to plan and build a service value stream
- Understanding of the contribution of relevant ITIL® practices to the creation, delivery and support of the overall service value system and value streams
- Coordination, prioritization and structuring of activities
You'll need at least 20 hours outside of class for the training.
The course consists of a three-day interactive training session featuring presentations and group exercises. Please set aside the evenings during the training for review or short homework assignments. Your preparation and completion of the homework assignments will play a key role in your success on the exam.
You can register for the exam in either German or English. The course materials are in English, and the official reading list is available in either English or German. We generally recommend that you take the exam in the language of the official reading list. When you register for the exam, you can choose the exam language and the language of the eBook yourself.
A few days before the course begins, you will receive an online exam voucher via e-mail PeopleCert. You must redeem the exam voucher directly with PeopleCert, where you can register for an available exam date. The online exam will be proctored by a PeopleCert proctor. For this, you will need a device with a microphone and camera.
Format: 40 multiple-choice exam questions, duration: one and a half hours, pass rate: 70%, closed book
“Take2” Option: This option allows you to take the retake exam at a reduced price if you do not pass. The retake exam is administered online. If needed, you can add this option yourself in your PeopleCert candidate profile before booking the exam. You have up to six months from the date of your first exam to prepare for and take the retake exam.
The "ITIL® 4 Specialist: Create, Deliver & Support" certification is a prerequisite for the ITIL® 4 Managing Professional certification. It assesses candidates practical and technical knowledge candidates successfully managing modern, IT-supported services, teams, and workflows.
Please note that PeopleCert will not issue your certificate if the above requirements are not met.
This module is a must for you if you are involved in the design, planning, and operation of services, or if you want to learn about ways to improve services because your organization already uses ITIL®. This includesspecialists practitioners who are responsible for the operation of IT-supported and digital products and services, as well as employees responsible for the end-to-end delivery of services.
Specifically, these are:
- IT managers
- Service Delivery Managers
- Service and Solution Architects
- software developers
- Test managers
- Knowledge managers
- Supplier Managers
- Service Desk Managers
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