Training & Certifications

This course prepares students for the ITIL 4 Create Deliver & Support exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus, to be awarded the ITIL 4 Create, Deliver and Support qualification. The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

By the end of the program, participants will be able to:

  • Understand how to plan and build a service value stream to create, deliver and support services
  • Know how relevant ITIL™ 4 practices contribute to creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services
  • Preparation to sit the ITIL™ 4 Create, Deliver, Support examination
  • Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
  • Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement

The target audience for this qualification is:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
  • Existing ITIL qualification holders wishing to develop their knowledge

This program is a 3-day intensive training class.

Participants must have ITIL 4 Foundation certification to join this program.

Participants will take the ITIL 4 Managing Professional Create, Deliver, and Support exam which contains 40 multiple choice questions with an exam duration of 90 minutes. The exam will be held closed book and participants must get a minimum score of 70% (28 out of 40) to get certified.

Participants who pass the exam will be awarded the ITIL® 4 Specialist: Create, Deliver and Support certificate from Axelos.

  • Organizational Structures
  • Team Culture
  • Continual Improvement Culture
  • Collaborative Culture
  • Customer-Oriented Mindset
  • Positive Communication
  • Capabilities, Roles and Competencies
  • Workforce Planning
  • Employee Satisfaction Management
  • Results Based Measuring and Reporting
  • Integration and Data Sharing
  • Reporting and Advanced Analytics
  • Collaboration and Workflow
  • Robotic Process Automation
  • Artificial Intelligence and Machine Learning
  • CI/CD
  • Information Model
  • Anatomy of a Value Stream
  • Designing a Value Stream
  • Value Stream Mapping
  • Value Stream Model For Creation of A New Service
  • Value Stream Model For Restoration of A Live Service
  • Managing Queues and Backlogs
  • Prioritizing Work
  • Swarming
  • Shift-Left Approach
  • Build or Buy
  • Sourcing Models
  • Service Integration and Management

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