ITIL® 4 Specialist: Create, Deliver & Support
Learn to build seamless value streams, improve service management, and prepare for the ITIL® 4 Create, Deliver & Support certification. Perfect for IT professionals and managers.
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Category
IT Service Management
Certificate
ITIL® 4 Create, Deliver & Support
Duration
3-days
The ITIL® 4 Specialist: Create, Deliver & Support course isn’t just another qualification—it’s a real-world upgrade to how you manage IT services. If you’re dealing with complex workflows, service performance concerns, or need to streamline value streams, this is your map forward.
We focus on more than theory. You’ll learn how to integrate feedback loops, optimize service quality, and apply modern practices from Agile, DevOps, and Lean. Plus, you’ll come out prepped for the official exam—backed by tools, examples, and confidence.
Why take this ITIL 4 Create Deliver Support course
Because theory isn’t enough. You’ll gain:
- Skills that apply immediately in your job
- Clarity on integrating people, processes, and technology
- Hands-on practice through engaging case studies
- A critical certificate toward the ITIL Managing Professional track
If you’re serious about ITIL, this course moves you beyond the basics.
What you will learn
By the end of this course, you will:
- Understand how to design and integrate value streams
- Improve service delivery across the product lifecycle
- Embed continuous feedback loops and improvement practices
- Apply best practices in service design, release, validation, and support
- Use data and new technologies (AI, CI/CD, RPA) to enhance decision-making
How you will learn
Expect a case-driven, instructor-led experience. You’ll analyze real challenges, apply tools, and sharpen your thinking with focused exercises.
Every participant receives a detailed course workbook packed with notes, scenarios, and practice exams.
Who should attend
This course is designed for:
- ITSM professionals managing operations and support
- Service managers aiming to improve delivery and outcomes
- Practitioners working across the service lifecycle
- Existing ITIL qualification holders wishing to develop their knowledge.
Course Delivery
Classroom, Virtual Classroom, or eLearning
What’s included in virtual/classroom training
- Official Core Guidance eBook
- Official courseware from PeopleCert
- Exam voucher
- Free refresher course**
Prerequisites
For this course, you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.
About the Examination
- The exam is closed book with forty (40) multiple-choice questions.
- The passing score is 70% (28 out of 40 questions).
- The exam lasts 90 minutes.
- The exam can be taken online.
Exam Body
PeopleCert
** Terms & conditions applied.
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What our clients say
Concepts Covered
Introduction
- Introduction
- ITIL CDS in the Value Chain
Concept and Challenges
- Organizational 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
- The shift-left approach
Plan and Manage Resources
- Team collaboration and integration
- Workforce planning
- Results-based measuring and reporting
- The culture of continual improvement
Information and Technology
- 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
Value Streams
- What is a Value Stream?
- Designing a Value Stream
- Value stream metrics
Model Value Stream for New Service
- Model Value Stream for new services
- Service Design practice
- Software development and management practice
- Deployment management practice
- Release management practice
- Service validation and testing
- Change enablement
Value Stream for User Support
- use a value stream to provide user support
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Manage Work and Activities
- Managing Work-in-progress and Backlogs
- Prioritizing Work
- ‘Build vs Buy’ considerations
- Sourcing Options
- Service integration and management
eLearning
For learners seeking an alternative to traditional virtual or classroom training, our ITIL 4 Create Deliver & Support e-learning course offers a comprehensive solution.
This course provides a dynamic, interactive learning experience that goes beyond the basics, including an exam to validate your knowledge. Designed to fit into any schedule with 8-10 hours of mobile-friendly content, it’s the perfect choice for professionals looking to enhance their skills in a flexible, self-paced format.
Key Features
- Bite-Sized & Interactive: Enjoy short, engaging learning modules filled with multimedia, quizzes, and exercises, making your study both manageable and interactive.
- Self-Paced & Customizable: Control your learning pace with adjustable settings and select focus areas to tailor the course to your goals.
- Real-World Application: Dive into practical case studies and use the embedded ITIL glossary for a deeper understanding of real-world ITIL applications.
- Efficient Learning Tools: Benefit from real-time progress tracking and comprehensive checklists, ensuring thorough coverage and understanding of the material.
- Exam Preparation: Leverage the multiple sets of auto-marked sample exams to assess your readiness and solidify your knowledge for the ITIL certification.
- Valid for 6 Months: Your eLearning access is valid for 6 months, giving you ample time to explore and master the material at your leisure.
Don’t miss this opportunity to learn at your own pace and on your own terms. Sign up now and transform your professional future!
ITIL® 4 Create Deliver & Support eLearning
Features
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Official eBook
-
Exam voucher
-
Learning Resource Kit
-
Interactive eLearning
-
Auto-marked sample papers
Training Schedules
Click here to send us a message.
Related Training
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- ITIL® 4 Specialist: Create Deliver & Support
- ITIL® 4 Strategist: Direct, Plan & Improve
- ITIL® 4 Specialist: High Velocity IT
- ITIL® 4 Specialist: Drive Stakeholder Value
- ITIL® 4 Leader: Digital & IT Strategy
- ITIL® 4 Specialist: Monitor, Support & Fulfil
- ITIL® 4 Specialist: Plan, Implement & Control
- ITIL® 4 Specialist: Collaborate, Assure & Improve
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