ITIL 4 Specialist: Create, Deliver & Support Training
The ITIL ® 4 Specialist: Create, Deliver, and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams.
ITIL 4 Specialist: Create, Deliver & Support
Course Overview
When you complete this course you will know how to:
- Improve established practices
- Understand how services are developed
- Know how users are supported with value streams
- Increase service efficiency
- Create effective work flows
The Create, Deliver, and Support course teaches you how to plan and manage your resources into effective and integrated value streams. In this course you will learn how IT teams collaboratively develop services to meet the demands of their customers for co-created value as well as the demands of the ever-changing digital environment.
Course Outline
- Lesson 0: Introduction
- Lesson 1: Plan and Build a Service Value Stream
- Planning
- Organizational Structures
- Cooperation & Collaboration
- Work & Tasks
- Lesson 2: Team Culture
- How Teams Work
- Cultural Fit
- Continual Improvement Culture
- Lesson 3: Customer Orientation
- Customer Oriented Strategy
- Customer Delight
- Feedback Types
- Communication Feedback
- Customer Orientation Exercise
- Lesson 4: Shift-Left Approach
- Benefits of Shift-Left
- Applying Shift-Left
- Lesson 5: Plan & Manage Resources
- Teams
- Workforce & Talent Management Practice
- Capacity Planning
- Result-Based Measurement
- Continual Improvement Culture
- Lesson 6: Using Value Streams to Release a New Service Part 1
- Adding New Services
- From Demand to Value
- Agile User Stories Template
- Practices/Activities Involved
- Lesson 7: Using Value Streams to Release a New Service Part 2
- Build, Configure or Buy Service Components
- Practices/Activities Involved
- Deploying Service Components
- Releasing a New Service
- Lesson 8: Service Design Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 9: Software Development & Management Practice
- Purpose
- Scope
- Lifecycle Coverage
- Practice Success Factors
- Lesson 10: Deployment Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 11: Release Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 12: Service Validation & Testing Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 13: Change Enablement Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 14: User Support Value Stream Steps 1 to 3
- Value Stream Integration
- Value Leakage
- Demand & Value
- Fixing and Deploying the Value Stream
- Lesson 15: User Support Value Stream Steps 4 to 7
- Deploy Fix
- Verify Incident Resolution
- Contributing Practices
- Request User Feedback
- Identify Opportunities for Improvement
- Lesson 16: Monitoring and Event Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 17: The Service Value Stream Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 18: Incident Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 19: Problem Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 20: Knowledge Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 21: Service Level Management Practice
- Purpose
- Scope
- Practice Success Factors
- Lesson 22: How to Create, Deliver and Support Services Part 1
- Coordinate
- Prioritize
- Structure Work
- Lesson 23: How to Create Deliver and Support Services Part 2
- Sourcing
- Selecting Vendors
- Integrating Suppliers
- Lesson 24: Course Summary & Exam Tips
Intended Audience
Prerequisites
In order to take the ITIL ITIL 4 Specialist: Create, Deliver and Support Exam students must have completed an Accredited CDS course.
The exam is proctored online by PeopleCert:
- Exam Length: 90 Minutes
- Exam Format: Closed Book, Multiple Choice
- Exam Delivery: Online, webcam proctored.
- Pass Mark: 70% (28 out of 40 questions answered correctly)
- Exam Language: English (Extra time is available for non-native English Speakers)
Follow-On Courses
Related training topics
Justify your training
Use this sample request letter — copy it into an email to your manager and personalize the bracketed details to make the case for the time and budget.
Sample training request letter
Subject: Request for DevOps & IT Service Management training from Applied Technology Academy
[Decision Maker Name],
I'm writing to request time and budget approval to complete Applied Technology Academy's course, ITIL 4 Specialist: Create, Deliver & Support Training. The information below outlines how this training benefits our organization, the tasks I'll be able to perform after completing it, and relevant cost and funding details.
Course Description
The ITIL ® 4 Specialist: Create, Deliver, and Support course is part of the ITIL 4 Managing Professional four (4) course series. Individuals who are new to ITIL 4 and working to achieve the ITIL 4 Managing Professional (MP) designation will need to complete all four (4) courses and pass the related certification exams. Applied Technology Academy is an award-winning, SBA-certified woman-owned training provider (est. 2008) whose instructors are active practitioners; the course is hands-on with virtual labs and a learn-by-doing methodology.
Course Objectives
Once I've completed the course, I'll have hands-on, job-ready skills in devops & it service management that I can apply immediately to our work.
Expected Organizational Benefits
After completing this course, I will be better equipped to apply these skills directly to our projects, reduce our reliance on outside expertise, strengthen our team's capabilities, and share what I learn with colleagues.
Expected Cost & Funding
Course fee: [request an itemized quote at the link below]. Applied Technology Academy supports multiple funding paths that may reduce or cover this cost: GSA MAS purchasing and government purchase orders, military credentialing funding (Army CA, AF COOL, CG COOL), VA GI Bill and VR&E, ATA Flexible Spending, and student financing. Private team cohorts are available if colleagues should attend with me.
Conclusion
This training provides practical, hands-on experience I can apply immediately to strengthen our work in devops & it service management. Additional course information is available at https://appliedtechnologyacademy.com/itil-training/itil-4-specialist-create-deliver-support/.
Thank you for your consideration,
[Your Name]
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