ITIL® 4 Specialist: Create, Deliver and Support

· Understand the concepts and challenges relating to the following across the service value system:
o Organizational structure
o Integrated/collaborative teams
o Team capabilities, roles, competencies
o Team culture and differences
o Working to a customer-orientated mindset
o Employee satisfaction management
o The value of positive communications

·  Understand how to use a ‘shift left’ approach

· Know how to plan and manage resources in the service value system:
o Team collaboration and integration
o Workforce planning
o Results based measuring and reporting
o The culture of continual improvement

· Understand the use and value of information and technology across the service value system:
o Integrated service management toolsets
o Integration and data sharing
o Reporting and advanced analytics
o Collaboration and workflow
o Robotic process automation (RPA)
o Artificial intelligence and machine learning
o Continuous integration and delivery/deployment (CI/CD)
o Information models

· Know how to use a value stream to design, develop and transition new services

· Know how the following ITIL practices contribute to a value stream for a new service:
o Service design
o Software development and Management
o Deployment management
o Release management
o Service Validation and testing
o Change Enablement

· Know how to use a value stream to provide user support

· Know how the following ITIL practices contribute to a value stream for user support:
o Service desk
o Incident management
o Problem management
o Knowledge management
o Service level management
o Monitoring and event management

· Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
o Managing queues and backlogs
o Prioritizing work

· Understand the use and value of the following across the service value system:
o Buy vs build considerations
o Sourcing options
o Service integration and management (SIAM)