ITIL®4 Specialist – Create, Deliver & Support EN

1. Use of Value stream for design, development and deployment of new services.
2. Use of Value stream in user support.
3. ITIL practices that support these Value streams:

• 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

4. Techniques that can be used for Value streams:

• Integrated service management toolset
• Data integration and sharing
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning (AI, ML)
• Continuous integration and delivery/deployment (CI/CD)
  “shift left” approach
• Service integration and management (SIAM)
• Working with open tasks in tools (“tickets”)
• Prioritization of work

5. Elements that affect value streams:

• Organizational structure
• Integrated / collaborative teams
• Team skills, roles and responsibilities
• Team culture
• Focus on the customer
• Employee satisfaction
• The value of positive communication
• Continuous improvement

6. Two test papers (“sample papers”) including their detailed analysis
7. Sharp certification test from AXELOS – “ITIL®4 Create, Deliver and Support” (at the end of the third day of the course)

The course candidate must hold the “ITIL®4 Foundation” certificate. The certificate must be shown before taking the course.
Note: The certification test cannot be taken without prior participation in this accredited course

• The course is led by lecturers with ITIL® Managing Professional certification, but also by experienced consultants with many implemented projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Therefore, you will learn real practical experience on the course.
• OMNICOM team is part of the prestigious Axelos ITIL Development Group and co-authors of selected ITIL practices.
• Manuals (Student Books) and other courseware are the result of our own development under the guidance of consultants and course lecturers using many years of experience from hundreds of completed courses.
• Innovative teaching methods – we include innovative methods in the courses that allow a better understanding of the course content and increase the chance of successfully passing the certification tests.
• We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF Slovakia and running the most extensive professional portal in the field of best practice allows us to keep improving.

• The manual for this course is in English, the explanation is in English.
• Study materials (Student Books) are designed to support simple and quick preparation for the certification test, but at the same time provide more demanding candidates with a rich amount of additional information and knowledge for further use in everyday practice.
• The course includes theory and practical exercises in the form of workshops and case studies.

• The AXELOS certification test for obtaining the internationally valid ITIL®4 Direct, Plan & Improve certificate is included in the price of the course and takes place online at the date booked with PeopleCert.
• The test is in online form and consists of choosing the correct answers from the given options.
• The test consists of 40 questions, while at least 28 questions (70%) must be answered correctly for successful completion.
• The test is of the “closed book” type. No literature or electronic devices are allowed during the test. It is allowed to use a traditional translation dictionary.
• The length of the test is 113 minutes (90 minutes for English native speakers).
• Test results are available within 3 business days after taking the exam at PeopleCert.

One-year free access to the myITIL program from AXELOS for all successful passers of the certification test.