ITIL-4-Specialist-Create-Deliver-and-Support

The PEOPLECERT ITIL 4 Specialist: Create, Deliver, and Support exam focuses on the practical application of ITIL 4 principles within the Create, Deliver, and Support (CDS) lifecycle stage. The key areas covered include:

• Understanding the ITIL 4 lifecycle: While the exam focuses on CDS, a solid grasp of how CDS fits within the overall ITIL 4 lifecycle (with its focus on value streams and practices) is essential. You need to understand the relationships between CDS and other lifecycle stages.

• Service Value Chain (SVC): Comprehending how the Create, Deliver, and Support activities contribute to the overall Service Value Chain, including the various activities and their interactions.

• Value Streams: Analyzing and optimizing value streams relevant to service creation, delivery, and support. Understanding how to identify and manage bottlenecks and dependencies within these streams.

• Practices: A deep understanding of the ITIL 4 practices relevant to CDS. This is a major part of the exam. Relevant practices include, but aren't limited to:

  • Service Level Management: Defining, agreeing upon, and monitoring service levels.
  • Incident Management: Resolving incidents efficiently and effectively.
  • Problem Management: Identifying and resolving underlying causes of incidents.
  • Request Fulfillment: Handling and fulfilling service requests.
  • IT Asset Management: Managing the lifecycle of IT assets.
  • Continual Improvement: Identifying opportunities for improvement within the CDS stage and across the entire organization.
  • Monitoring and Event Management: Proactive monitoring to prevent incidents and problems.
  • Change Enablement: Managing changes to minimize disruption.
  • Release Management: Planning, scheduling, and implementing releases.
  • Service Desk: Although not explicitly a practice, the role and functioning of the service desk are intertwined with many of the practices listed above.

• Tools and Techniques: Familiarity with various tools and techniques used in Create, Deliver, and Support, including techniques for problem analysis, root cause analysis, and service level management.

• Governance and Compliance: Understanding how governance and compliance frameworks impact CDS activities.

• Relationship Management: Effective communication and collaboration with stakeholders throughout the CDS lifecycle.

• Applying ITIL 4 concepts in real-world scenarios: The exam tests your ability to apply ITIL 4 concepts to practical scenarios and challenges. You'll be presented with case studies and asked to suggest appropriate actions and solutions.

In summary, the exam doesn't just focus on memorizing definitions; it assesses your understanding of how the ITIL 4 practices and concepts work together within the Create, Deliver, and Support stage to deliver value. You need to demonstrate practical application and problem-solving skills. Focus on understanding the interrelationships between practices and their contribution to the overall effectiveness of service management.