Master the core service management activities with ITIL®4 Specialist Create, Deliver and Support, focusing on integrating value streams and supporting IT-enabled services.
What is ITIL®4 Specialist Create, Deliver and Support e-learning
This e-learning covers the core service for creating, delivering and supporting services. This module focuses on integrating different value streams and activities to create, deliver and support IT-enabled products and services, and the practices, methods, and tools that support these value streams.
Training in ITIL®4 Specialist Create, Deliver and Support equips you with the skills to integrate various value streams and activities, enhancing your ability to create, deliver, and support IT-enabled products and services. This training not only deepens your understanding of these, but also empowers you to apply these insights within your organization, enhancing efficiency and boosting customer satisfaction. While completing the e-learning you will have access to our trainers for support. The expertise of our trainers adds a practical dimension to the theoretical concepts, providing real-world insights and best practices.
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 e-learning
- IT Service Managers: Oversee the delivery of IT services, ensuring they meet business needs.
- IT Project Managers: Manage IT projects from inception to completion, ensuring alignment with business goals.
- Service Desk Managers: Lead service desk teams to provide efficient and effective support to end-users.
- IT Consultants: Advise organizations on best practices for IT service management and improvement.
- IT Operations Managers: Ensure the smooth operation of IT infrastructure and services.
- Business Relationship Managers: Bridge the gap between IT and business, ensuring IT services meet business requirements.
- IT Developers: Develop and maintain IT solutions that support business processes.
- Change Managers: Manage changes to IT services, minimizing disruption and ensuring successful implementation.
- Incident Managers: Handle incidents to restore normal service operation as quickly as possible.
- Problem Managers: Identify and resolve the root causes of incidents to prevent recurrence.
Prerequisites
Participants should have the ITIL®4 foundation certificate and have experience in IT management. Familiarity with IT operations and service management practices is beneficial.
Objectives
At the end of the training you will be able to:
Understand the concepts and challenges relating to the following across the service value system:
- Organizational structure.
- Integrated/collaborative teams.
- Team capabilities, roles, and competencies.
- Team culture and differences.
- Working to a customer-oriented mindset.
- Employee satisfaction management.
- The value of positive communications.
Know how the following ITIL practices contribute to a value stream for a new service:
- Service design.
- Software development and management.
- Deployment management.
- Release management.
- Service validation and testing.
- Change enablement.
- Service desk.
- Incident management.
- Problem management.
- Knowledge management.
- 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.
