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ITIL 4 - Create, Deliver, Support - Includes exam

  • Course Code ITIL4CDS
  • Duration 3 days

Public Classroom Price

£1,545.00

excl. VAT

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Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Elearning (Self-paced)

    Self paced electronic learning

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

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This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Course Schedule

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    • Delivery Format: Virtual Learning
    • Date: 11-13 January, 2021
    • Location: Virtual

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 22-24 February, 2021
    • Location: Virtual

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 22-24 March, 2021
    • Location: Virtual

    £1,545.00

    • Delivery Format: Public Classroom
    • Date: 26-28 April, 2021
    • Location: Wokingham

    £1,545.00

    • Delivery Format: Virtual Learning
    • Date: 26-28 April, 2021
    • Location: Virtual

    £1,545.00

Target Audience

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  • 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

Course Objectives

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The course will help students to understand:

  • 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

Course Content

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Understand the concepts and challenges relating to the following across the service value system:

  • Organisational 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


Understand how to use a ‘shift left’ approach

Know how to plan and manage resources in the service value system:

  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement

Understand the use and value of information and technology across the service value system:

  • 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

Know how to use a value stream to design, develop and transition new services

Know how the following ITIL practices contribute to a value stream for a new service:

  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Enablement

Know how to use a value stream to provide user support

Know how the following ITIL practices contribute to a value stream for user support:

  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:

  • Managing queues and backlogs
  • Prioritizing work
  • Understand the use and value of the following across the service value system:
  • Buy vs build considerations
  • Sourcing options
  • Service integration and management (SIAM)

Course Prerequisites

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  Candidates must hold the ITIL 4 foundation certificate

Test Certification

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 90 minutes, 40 multiple choice questions.  Pass mark 28/40 – 70%  

Follow on Courses

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  • ITIL 4: Drive Stakeholder Value
  • ITIL 4: Direct, Plan and Improve
  • ITIL 4: High Velocity IT
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