ITIL(R) 4 Specialist: Create, Deliver and Support

This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.
The course explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.
The course content reflects how service management has evolved in the 21st century and shows how service management today requires an open mindset and more collaborative ways of working.
As practices and approaches for creation of value continually evolve, IT, digital and service professionals need to constantly review and develop their skills, knowledge, and definitions of excellence. Therefore, this course focuses on individual and team professionalism, culture and service mindset.
This course will cover the use of relevant practices, methods and tools to enable successful creation, delivery and support of IT-enabled services and will also provide an understanding of service performance, service quality and improvement methods.

Osallistumismuoto

Remote

Duration

3 days

Price

2947 €

This expert-level course is part of the ITIL® 4 Practice Manager and ITIL Managing Professional pathways. It is designed to help learners understand how to effectively integrate different value streams and activities to create, deliver, and support IT-enabled products and services.

Participants will explore areas such as service design, development, testing, release, and operational support. The course reflects how IT service management has evolved to embrace new technologies, collaborative ways of working, and the need for a strong service mindset. Emphasis is placed on professionalism, team culture, and continuous improvement within the service lifecycle.

Learning outcomes

By the end of this course, learners will be able to:

Plan and build effective service value streams for creating, delivering, and supporting services
Understand how key ITIL practices contribute to the design and operation of value streams
Apply relevant practices, tools, and methods to enhance service performance and quality
Use collaborative and lean approaches to improve workflows, teams, and outcomes

Prerequisites

A valid ITIL® 4 or ITIL® v3 Foundation certificate is required before attending this course.

Target audience

This course is suitable for:

Individuals managing IT-enabled and digital services
Professionals responsible for service creation, delivery, and support
Teams involved in development, deployment, and operational monitoring
ITSM practitioners delivering end-to-end digital products and services

Course Content

ITIL Foundation review

Brief review of core ITIL 4 principles and concepts

Concepts and challenges across the service value system

Understanding different types of organisational structures
Identifying key skills for effective service management
Exploring team culture and communication best practices
Managing workloads and prioritisation techniques
Applying value streams and value stream mapping principles

Value stream model for creating a new service

Understanding the steps involved in creating a new service
Contributions from key practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management

Information and technology

Importance of integration in new service development
Use of advanced technologies to support CDS
Relevance of RPA, machine learning, AI and AIOps
Application of CI/CD to enhance service creation and delivery

Value stream model for user support (restoration of a live service)

Understanding the steps in supporting a live service
Contributions from key practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management

Sourcing options and supplier management

Understanding factors affecting sourcing decisions
Evaluating build vs buy approaches
Comparing sourcing models and options
Applying service integration and management to different sourcing approaches

Exams and assessments

This course includes a formal certification exam:

40 multiple-choice questions
90 minutes duration
Closed book format
Pass mark: 28 out of 40 (70%)
The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course

From 2023, all PeopleCert Global Best Practice certifications must be renewed after three years.

Hands-on learning

Learners will engage with practical applications through:

Real-world service design and delivery case scenarios
Group activities to map value streams and analyse workflows
Peer collaboration to understand sourcing models and service integration
Guided instructor-led discussions on emerging technologies and practices