ITIL® 4 Create, Deliver and Support
Developing, providing and managing services - training incl. certification
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Machine Learning Engineer
The module provides practical guidance on how to apply the concepts described in ITIL® 4 Foundation. It explores different ways of working and new technologies that can be combined with ITIL® 4 to achieve the best outcome for an organization. It also recommends taking a holistic approach to culture and people to support the achievement of successful outcomes.
Design and planning
- Concepts and challenges throughout the Service Value System
- Application "Shift-Left" approach
- Planning and management of resources
- Use and value of information and technologies
ITIL® practices for creation, delivery and support
- Use of a value stream for the design and development of new services
- ITIL® practices for user support
Creation and support of services
- Coordination, prioritization, structuring
- Build vs. buy, sourcing options and service integration and management
The course content is based on the official course documents.
Requirements:
The "ITIL® 4 Foundation Certificate" is a prerequisite for the course. The "ITIL® Foundation 2011" certificate is not sufficient. If you are not yet in possession of this certificate, attend the following course: ITIL® 4 Foundation compact 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
The training requires an additional time commitment outside of class of at least 20 hours.
The course consists of a three-day interactive training consisting of presentations and group exercises. Please reserve the evenings during the course for revision and/or small homework assignments. The preparation and completion of the homework contribute significantly to exam success.
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 opportunities for service improvement because your organization already uses ITIL®. This includesspecialists practitioners 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 include:
- IT managers
- Service Delivery Managers
- Service and Solution Architects
- Software developers
- Test managers
- Knowledge managers
- Supplier Managers
- Service Desk Managers
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