This module covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services.
ITIL®4 Specialist Create, Deliver and Support (EN)
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What is ITIL®4 Specialist Create, Deliver and Support
Contents
– This training covers the core service management activities and extends the current scope of ITIL to the ‘creation’ of services. This module focuses on integrating different value streams and activities to create, deliver and support IT-enabled products and services, while also supporting practices, methods and tools.
ITIL® is a (registered) Trade Mark of AXELOS Limited, used under permission of AXELOS. All rights reserved.
Who should attend ITIL®4 Specialist Create, Deliver and Support
ITIL 4 Specialist Create, Deliver and Support is aimed at IT Service Managers who manage IT-enabled digital products and services, and those responsible for end-to-end delivery. After this training you will be able to continue to offer your customers innovative, yet reliable, technical support in an increasingly competitive market.
ITIL 4 Foundation is a mandatory pre-requisite.
Prerequisites
ITIL 4 Foundation
Objectives
Understand the concepts and challenges relating to the following across the service value system:
a) Organizational structure
b) Integrated/collaborative teams
c) Team capabilities, roles and competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
g) The value of positive communications
Know how the following ITIL practices contribute to a value stream for a new service (including subsections), and the following references from the practice guidance):
a) Service design
b) Software development and management
c) Deployment management
d) Release management
e) Service validation and testing
f) Change enablement
g) Service desk
h) Incident management
i) Problem management
j) Knowledge management
k) Service level management Monitoring and event management
Exam information
Exam Information:
This training includes a voucher for the official, internationally recognized exam.
The costs of the exam voucher are included in the price of the training. Shortly after the start of the training you will receive a voucher with which you can reserve your exam.
Bear in mind that you must plan your exam at least 5 working days in advance.
For more info check: https://academy.capgemini.nl/en/topic/exams-capgemini-academy
- Exam duration (minutes): 90 min
- % extra time for non-native speakers: 25%
- Number of exam questions: 40
- Minimum to pass out of total questions: 28
- Exam style: Multiple choice
- Open Book: No
Exam guarantee:
We have full confidence in the quality of our training. Therefore, if you take this training in our open schedule, we offer an exam guarantee. This means that you can retake the training for free, and you’ll receive a complimentary exam voucher if you don’t pass the exam on your first attempt.
The following conditions apply:
- You attended the entire training.
- You took the first exam within 2 months after the training.
- There is a maximum of 1 year between your initial training and the free training.
Classroom, online, blended and in-company
At Capgemini Academy you learn in the way that suits you. Do you prefer classroom training, online or a combination of the two (blended)? You can follow most training courses in-company: within your own organization. We use a variety of tools to make learning even more fun and effective. Consider videos, games, quizzes, webinars and case studies, for example. And you can always contact your trainer with any questions.
In-company training courses
With an in-company training you have several advantages:
- You choose the location.
- You train with your colleagues, ensuring it aligns with your practice.
- The trainer tailors explanations, examples and assignments to your organization.
- In consultation, exercises can be adapted to organization-specific questions.
Request more information or a quote.
