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Sobre o Curso
The ITIL 4 Specialist: Create, Deliver and Support training addresses cultural aspects, team management, and tools for product services, demonstrating the integration of practices into end-to-end value streams. It highlights that this is one of the five publications based on ITIL Foundation, focusing on different aspects of service management.
This training covers the core service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. It focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services, while also covering supporting practices, methods, and tools.
This training will help you to:
Público Alvo
This course is designed for ITSM professionals who manage the operation of IT-enabled and digital products and services, and those responsible for end-to-end delivery.
Suitable for:
Exame e Certificação
This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/
Exam format:
Prerequisites for the Axelos/PeopleCert exam:
The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.
Sobre o Instrutor
15 anos de excelência em treinamento com mais de 71.000 alunos aprovados.
Adriano é um ITIL Master, consultor e autor de 6 livros, trazendo 25 anos de experiência e mais de 50 certificações em Gestão de TI, Segurança e Governança. Como líder da maior comunidade de ITSM e DPSM (mais de 220 mil inscritos no YouTube), ele combina seu MBA pela FGV — uma das melhores escolas de negócios do mundo — com uma especialização em Neurociência para orientar uma rede global de mais de 71.000 alunos. Sua missão é clara: desmistificar a gestão complexa e transformar conhecimento técnico em valor tangível e impacto no mercado.
Conteúdo
1.1 Organization and Culture
1.2 Organizational Structures
1.3 Case Study Example – Cross-Functional Teams
1.4 Servant Leadership and Guiding Principles
1.5 Team Culture
1.6 Activity – Team Culture
1.7 Continuous Improvement Culture
1.8 Case Study Example – Continuous Improvement Culture
1.9 Collaborative Culture
1.10 Customer-Oriented Mindset
1.11 Activity – Customer-Oriented Mindset
1.12 Positive Communication
1.13 Recapping Organization and Culture
1.14 Quiz
2.1 Effective Teams
2.2 Skills, Roles, and Competencies
2.3 Activity 1 – Capabilities, Roles, and Competencies
2.4 Workforce Planning
2.5 Activity 1 – Workforce Planning
2.6 Employee Satisfaction Management
2.7 Results-Based Measuring and Reporting
2.8 Recapping Effective Teams
2.9 Quiz
3.1 Information Technology to Create, Deliver and Support Services
3.2 Data Integration and Sharing
3.3 Advanced Reporting and Analytics
3.4 Big Data, Dashboards, and Reporting
3.5 Collaboration and Workflow
3.6 Robotic Process Automation (RPA)
3.7 Artificial Intelligence
3.8 AIOps and Machine Learning
3.9 Activity 1 – Artificial Intelligence and Machine Learning
3.10 CI/CD
3.11 Activity 1 – CI/CD
3.12 Information Model
3.13 Recapping ITIL4CDS – Information Technology to Create, Deliver and Support Services
3.14 Quiz
4.1 Value Streams
4.2 Anatomy of a Value Stream
4.3 Structure of an ITIL Service Value Stream
4.4 Designing a Value Stream
4.5 Value Stream Mapping
4.6 Recapping – Value Streams
4.7 Quiz
5.1 Value Stream to Create, Deliver and Support Services
5.2 Value Stream Model for Creation of a New Service
5.3 Step 1 – Acknowledge and Document Service Requirements
5.4 Step 2 – Evaluate Requirements and Decide Whether to Invest in the New Service
5.5 Step 3 – Design the New Service to Meet Customer Requirements
5.6 Step 4 – Build Service Components and Validate Them Against Business Needs
5.7 Step 5 – Modify Products and Services in Production
5.8 Step 6 – Release the New Service to Customers and Users
5.9 Activity 1 – Value Stream Model for Creation of a New Service
5.10 Activity 2 – Value Streams for Creation of a New Service
5.11 Recapping – Value Stream to Create, Deliver and Support Services
5.12 Quiz
6.1 Value Stream for User Support
6.2 Activity 1 – Value Stream Model for Restoration of a Live Service
6.3 Step 1 – Acknowledge and Register the User Query
6.4 Step 2 – Investigate the Query, Reclassify it as an Incident, and Attempt to Fix It
6.5 Step 3 – Obtain a Fix from the Specialist Team
6.6 Step 4 – Deploy the Fix
6.7 Step 5 – Verify that the Incident has been Resolved
6.8 Step 6 – Request Customer Feedback
6.9 Step 7 – Identify Opportunities for Improvement
6.10 Recapping – Value Stream for User Support
6.11 Quiz
6.12 Activity 1 – Value Streams to Modify an Existing Service
7.1 Prioritize and Manage Work
7.2 Managing Queues and Backlogs
7.3 Activity 1 – Managing Queues and Backlogs
7.4 Prioritizing Work
7.5 Swarming
7.6 Shift-Left Approach
7.7 Activity 1 – Shift-Left Approach
7.8 Recapping – Prioritize and Manage Work
7.9 Quiz
8.1 Commercial and Sourcing Considerations
8.2 Build or Buy
8.3 Activity 1 – Build or Buy
8.4 Sourcing Models
8.5 Service Integration and Management (SIAM)
8.6 Activity 1 – Service Integration and Management
8.7 Recapping – Commercial and Sourcing Considerations
8.8 Quiz
8.9 Activity 1 – Build or Buy
8.10 About the Exam
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Common questions
Há mais de 15 anos, a PMG Academy mantém um dos SLAs de resposta mais rápidos do mercado. Seja você um aluno em potencial ou já matriculado, nosso tempo médio de resposta é de apenas 15 minutos!
* Horário de atendimento: de segunda a sexta, das 9h às 18h (horário de Brasilia/ GMT-3)
Reviews
The ITIL Foundation training course is of extreme importance for every technology professional; it is mandatory knowledge for anyone who truly wants to understand the field. Instructor Adriano is excellent and shares numerous examples from his professional career. Congratulations to the entire team for this incredibly rich content.
The course content is excellent, and the instructor demonstrates complete mastery of the subject, which instills a lot of confidence during the explanations. The content load is intense and, at times, quite dense—which makes the classes a bit demanding.
A suggestion would be to split the lessons into smaller blocks to facilitate assimilation. I also felt the lack of more practical examples connecting the concepts to day-to-day reality. Furthermore, including interactive dynamics or exercises throughout the lessons (beyond just the final quizzes) could make the experience lighter and more engaging.
Overall, it is a course very rich in content that contributes significantly to anyone wanting to understand the foundation of ITIL 4.
There is a lot of content, but Instructor Adriano makes it look simple with impressive ease! I feel much more confident applying what I've learned to the exam and my daily work!
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