ITIL® 4 Create, Deliver, and Support

• Understand the concepts and challenges relating to the following across the service value system:
• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• 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:
• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement
• Understand the use and value of information and technology across the service value system:
• Integrated service management toolsets
• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning
• Continuous integration and delivery/deployment (CI/CD)
• 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:
• Service design
• Software development and Management
• Deployment management
• Release management
• Service Validation and testing
• 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:
• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management
• Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
• Managing queues and backlogs
• Prioritizing work
• Understand the use and value of the following across the service value system:
• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)

• Number of questions: 40
• Type of questions: multiple choice
• Marks: 40 marks available.
• Provisional pass mark: 70% or higher
• Duration: 90 minutes (105 for non-native speakers)
• This is a ‘closed book’ examination