The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

The ITIL® 4 Specialist: Create, Deliver and Support course is a 3-day course based on the ITIL® 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Create, Deliver, and Support certification exam.

Duration                                Learning Credits

1 day-8 hours of                    8 PDU’s


Public Classroom Pricing:    

Early Bird Price: CAD 649.00

Regular Price: CAD 799.00

Instructor-Led Virtual Live Pricing:

Early Bird Price: CAD 549.00

Regular Price: CAD 699.00

Private Group / In-House Learning:

Have a group of 5 or more people? 

Register yourself with a special pricing and

request the training exclusively

Course Outline

Module 1: Organization and Culture

● Organizational Structures

● Team Culture

● Continuous Improvement

● Culture Collaborative Culture

● Customer-Oriented Mindset

● Positive Communication

Module 2: Effective Teams

● Capabilities, Roles and Competencies

● Workforce Planning

● Employee Satisfaction Management

● Results Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service

● Integration and Data Sharing

● Reporting and Advanced Analytics

● Collaboration and Workflow

● Robotic Process Automation

● Artificial Intelligence and Machine Learning


● Information Model

Module 4: Value Stream

● Anatomy of a Value Stream

● Designing a Value Stream

● Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

● Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

● Value Stream Model for Restoration of a Live Service

Module 7: Prioritize and Manage Work

● Managing Queues and Backlogs

● Shift-Left Approach

● Prioritizing Work

Module 8: Commercial and Sourcing Considerations

● Build or Buy

● Sourcing Models

● Service Integration and Management

Who can attend?

The ITIL ® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

● Professionals with the following job titles are expected to benefit from this module:

● IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer

● Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager

Learning Goals

● The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:

● Understand how to plan and build a service value stream to create, deliver, and support services

● Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams

● Know how to create, deliver and support services

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