ITIL® 4 Specialist: Create, Deliver and Support

by Kishan Tambralli

ITIL 4 Specialist: Create, Deliver and Support helps you further your knowledge of the latest version of the IT Infrastructure Library (ITIL) and how it can be applied in your organization. This course will enhance your ability to be more effective as an IT Service Manager by learning critical concepts surrounding delivering services within a business, creating processes that support those services, and identifying improvements in the way they are. ITIL® 4 Specialists are in demand, and this is the course to help you achieve certification. In addition, the syllabus has been refreshed and updated from management and leadership to Service Strategy, Delivery, and Operation to reflect the latest thinking on service management best practices.

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Skills covered in the certification

Here are some of the crucial skills covered in the course:

ITIL 4 Specialist Skills

  • Service Design - Service design is a process for improving service. It is about designing services that people value, which are easy to use and positively impact the people using them and the organization providing them. Service design aims to improve service to create value for all parties involved: users, providers, and other stakeholders. Service designers work with these parties as part of an interdisciplinary team.
  • Service Desk - The role of a service desk is to provide support for employees, customers, and partners in an organization. The service desk helps the organization's end-users by providing helpdesk support, customer support, computer operations support, application development, maintenance support, etc. 
  • Release Management - Release management is the process of managing the release of a software product and its delivery to customers. It consists of tasks performed during all stages in the release life cycle. A formalized, disciplined approach to release management can help your team deliver products on time and within budget while maintaining quality and conforming to business requirements.
  • Service Validation - Service validation, also known as service testing, is the act of running a real scenario against your software to validate that it's functioning correctly. This can be done before you roll out your software to the general public or even after release to ensure that critical features are working as they should and that there aren't any glaring bugs.

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Phases of ITIL lifecycle

Phases of ITIL 4 Specialist

  • Service Strategy - This phase is the first step in the IT service management plan is drafted. The main objective of this phase is to create a service strategy, which includes a detailed plan of how the IT services will be delivered.
  • Service Design - In the SD phase, you will build a service catalog and design your service processes through a collection of activities that define those services.
  • Service Transition (ST) - This phase focuses on gathering transition requirements, developing transition plans, and implementing changes.
  • Service Operations - Service operations provide services to the customers to help them achieve their goals. Service operation may include sales, delivery, installation, maintenance, and support of products or services other than manufacturing. The process of service operation consists of the entire series of activities from initiating the order to delivering the final product or service and collecting payment for it.
  • Continual Service Improvement - Continual Service Improvement (CSI) is a strategy that can improve all aspects of an organization's performance. CSI comes from the lean manufacturing industry, but it has been applied to many other sectors and settings, including healthcare.

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How will you benefit from this certification?

  • Itil4 specialist certification helps you understand the basic concepts of its service management.
  • Itil4 specialist certification gives you a competitive edge over others in the industry. 
  • It will also allow you to monitor your IT services effectively and make improvements based on the organization's changes.
  • You will better understand how you can help your organization achieve its goals by providing better IT services.

Service Value System

Service Value Systems are a vital component of every business. They help you create a clear picture in your customers' minds about the type of service they can expect when interacting with your company. It helps them understand what is essential and what isn't and get the best possible service experience from dealing with you. The Service Value System is also an important focal point for ITIL® 4, which will require a strong focus on SVS to ensure your organization remains focused on customer satisfaction.
Here are the dimensions of the service value system that your organization can make the most of:

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Dimensions of Service Value

  • Focus on Value : Service management's primary goal is to focus on services and choose the right service for its clients. The outcome of service provides value to customers. The organization needs to have a clear picture of its customer needs rather than designing services based on assumptions.
  • Start Where You Are : Whenever you are wondering where and how to start, start with where you are and whatever you have. You need to implement change methods that quickly make people adopt new practices.
  • Progress with Feedback : Trying to solve multiple issues at once will lead to staff burnout resulting in nothing. Let the customer validate what you are doing to know you are in the right direction and aim to deliver small iterative chunks of value.
  • Collaborate and Promote Visibility : In large organizations, where knowledge and processes move across various departments, it is crucial to integrate and get the most from the knowledge pool.
  • Think and Work Holistically : The service delivery requires coordination of efforts from different teams and departments. It means we need to think across the various departments to create value.
  • Keep it Simple and Practical : Trying to over-engineer things will give more waste to creeping into the system. The easiest possible way can also accomplish great things.
  • Optimize and Automate : Automating your repetitive tasks is one of the most effective ways to increase productivity. Humans are expensive and prone to mistakes, so you can reduce operating costs while increasing value by automating tasks.

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