ITIL 4 Specialist: Create, Deliver and Support

Module 1: SVS Key Concepts and Challenges

• Lesson 1 – Organizational Structures
• Lesson 2 – Culture, Competencies, and Teams
• Lesson 3 – SVS Key Concepts and Challenges
• Lesson 4 – Shift-Left
• Lesson 5 – SVS Planning and Resource Management
• Lesson 6 – The Impact of Information and Technology on CDS Activities: Part 1
• Lesson 7 – The Impact of Information and Technology on CDS Activities: Part 2

Module 2: Value Streams for New Services

• Lesson 1 – Reviewing Service Value Chains and Service Value Streams
• Lesson 2 – Practices that Contribute to a Value Stream for a New Service
• Lesson 3 – Using the Practice Guides
• Lesson 4 – Change Enablement – Part 1
• Lesson 5 – Change Enablement – Part 2
• Lesson 6 – Service Design and Software Development and Management Practices
• Lesson 7 – Service Validation and Testing
• Lesson 8 – Release Management and Deployment Management

Module 3: Value Streams for User Support

• Lesson 1 – Using a Value Stream to Provide User Support
• Lesson 2 – Practices that Contribute to a Value Stream for User Support
• Lesson 3 – Service Desk
• Lesson 4 – Incident Management
• Lesson 5 – Problem Management
• Lesson 6 – Knowledge Management
• Lesson 7 – Service Level Management
• Lesson 8 – Monitoring and Event Management

Module 4: Know how to Create, Deliver and Support Services

• Lesson 1 – Managing the Workload
• Lesson 2 – Options for Service Delivery

Module 5: Course Recap and Exam Preparation