ITIL™ 4 Specialist: Create, Deliver and Support

1. Planning and building a service value chain (SVC)

• Understand SVC principles and considerations for:
  • Organisational structure.
  • Integrated, collaborative teams.
  • Team capabilities, roles and competencies.
  • Team culture and differences.
  • Working with a customer-focused mindset.
  • Managing employee satisfaction.
  • The value of positive communication.
• Understand the use of shift-left within ITSM.
• Plan and manage service value system resources for:
  • Team collaboration and integration.
  • Workforce planning.
  • Outcome-based assessment and reporting.
  • A culture of continual improvement.
• Understand the uses and value of service system information and technology for:
  • Integrated service management tools.
  • Data integration and sharing.
  • Advanced reporting and analytics.
  • Collaboration and workflow.
  • Robotic Process Automation (RPA).
  • Artificial intelligence and machine learning.
  • Continuous integration and delivery or deployment.
  • Information models.

2. Understanding important ITIL practices

• Use the value chain to design, develop and introduce new services.
• Understand how the following ITIL practices contribute to a new service's value chain:
  • Service design.
  • Software development and management.
  • Deployment management.
  • Release management.
  • Service validation and testing.
  • Change management.
• Use the value chain for user support.
• Understand how the following ITIL practices build a user support value chain:
  • Service desk.
  • Incident management.
  • Problem management.
  • Knowledge management.
  • Service level management.
  • Monitoring and event management.

3. Creating, delivering and supporting IT services

• Coordinate, prioritise and structure work to create and deliver quality services through a ticketing system.
• Understand the use and value of the following for the SVC:
  • Build-or-buy considerations.
  • Sourcing options.
  • Service integration and management.