ITIL® 4 Specialist: Create, Deliver and Support

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3 dienos anglų k. Nuotoliniai 1720 EUR

The ITIL® courses on this page are offered by OMEC as the Accredited Training Organisation of Peoplecert. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited - all rights reserved.

3-day ITIL Specialist training: Create, Deliver & Support (CDS), covers basic activities related to creating, delivering and supporting services. It extends the existing scope of ITIL v3, with information related to service creation. The training also includes information on service performance, and allows you to understand the issues related to service quality and how to improve it.

The training program includes key ITIL 4 practices that will help you understand the main success factors contributing to the creation, delivery and support of services within the Service Value System (SVS).

It will enable IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

Kursai skirti

  • 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.

Reikalavimai klausytojams

ITIL® 4 Foundation Certificate.

Kurso tikslai

This course will enable participants to:
  • 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.

Day 1
  • Introduction to training
  • A reminder of the basic ITIL 4 concepts
  • Organisation and culture
  • Effective teams
  • Information technologies for the production, delivery and support of services
  • Summary of the day
Day 2
  • Value streams
  • Value stream for production, delivery and support of services
  • Value stream for user support
  • Summary of the day
Day 3
  • Prioritisation and management of work
  • Business approach and acquisition of resources
  • Summary and preparation for the examination
  • Examination

ITIL® 4 Specialist: Create, Deliver and Support exam is held remotely. The exam is included in the price of the training.

Number of marks: 40 marks. There are 40 questions, each worth 1 mark. There is no negative marking.

Provisional Pass mark: 28 marks. You will need to get 28 questions correct (70%) to pass the exam.

Question types: Standard classic, Negative, & List. The questions are all ‘multiple choice’. For the ‘standard classic’ questions, you have a question and four answer options. ‘Negative’ questions are ‘standard’ question in which the stem is negatively worded. For the ‘list’ questions, there is a list of four statements and you have to select two correct statements from the list.

Exam duration: 90 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.