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The ITIL 4 Specialist: Create, Deliver & Support addresses the cultural and team management aspects of product and service management; provides an overview of the tools and technologies which support service management; and demonstrates how to integrate management practices into end-to-end value streams. It is one of three ITIL 4 Specialist publications, which build on the concepts introduced in ITIL Foundation. Each of these publications focuses on a different aspect of service management.

The course covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across the ITIL service value system (SVS):

  • Service design
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Service Desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management


About the ITIL 4 Managing Professional (MP) Qualification

In the new ITIL® 4 scheme there are two professional qualifications: Managing Professional (MP) and Strategic Leader (SL):


The Managing Professional qualification targets IT practitioners working within technology and digital teams across businesses and provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

ITIL Managing Professional comprises of 3 specialist modules and 1 strategist module:

  • ITIL 4 Specialist - Create, Deliver & Support
  • ITIL 4 Specialist - Drive Stakeholder Value
  • ITIL 4 Specialist - High Velocity IT
  • ITIL 4 Strategist – Direct, Plan & Improve

Learning outcomes

This 3-day course covers the core service management concepts and practices beyond the foundational level to focus on the creation, delivery and support of services and products.

  • Understand the concepts and challenges across the service value system relating to organisational structure, collaborative team culture, team capabilities, roles & competencies, employee satisfaction management and 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 using the concepts of team collaboration and integration, workforce planning, results-based measurement and reporting, and the culture of continual improvement
  • Understand the use and value of information and technology across the service value system covering the concepts of integrated service management toolsets, integration and data sharing, data analytics, artificial intelligence & machine learning, robotic process automation and information models
  • Know how to use a value stream to design, develop and transition new services and to understand the ITIL practices that contribute to the value stream
  • Know how to use a value stream to provide user support to an existing service and to understand the ITIL practices that contribute to the value stream
  • Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services by managing work as tickets and understand the considerations in prioritization of work
  • Understand build vs buy considerations, sourcing options and service integration and management, across the service value system

Who should attend

The ITIL 4 Specialist: Create, Deliver & Support course is designed for:

  • IT service management practitioners who are seeking to obtain the ITIL® 4 Managing Professional (MP) designation
  • IT service management practitioners who are responsible for the creation of and/or the end-to-end delivery and support of IT-enabled and digital services
  • Roles include:
    • Service Desk Managers
    • IT Infrastructure & Support Managers
    • Problem, Change, and Release Managers
    • DevOps Managers
    • Continual Improvement Program/Project Directors/Managers
    • Senior Service & Support Analysts
    • Process/Practice Owners
    • Service Level Management Managers.

Course contents

1) Introduction & Recap of ITIL Foundation
2) The evolution of professionalism in IT and service management
  • Organizations, people, and culture
  • Building effective teams
  • Developing team culture
3) Using information and technology to create, deliver, and support services
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation
  • Artificial intelligence
  • Machine learning
  • Continuous integration, continuous delivery, and continuous deployment
  • The value of an effective information model
  • Automation of service management
4) Value streams to create, deliver, and support services
  • ITIL service value streams
  • Model value streams for creation, delivery, and support
  • Using value streams to define a minimum viable practices
5) Prioritizing and managing work
  • Why do we need to prioritize work?
  • Commercial and sourcing considerations
6)    Exam Preparation
  • Exam techniques
  • Sample Exam(s)

Course fees

Face-to-face classroom training

Course Fees

  • ITIL® 4 Strategist: Create, Deliver & Support
  • $TBA + gst per person


The ITIL 4 Foundation Qualification is a prerequisite for the ITIL 4 Strategist: Create, Deliver & Support Certification.

Exam Information

The Create, Deliver & Support exam is paper-based and is held in class at the end of the course. The exam comprises:

  • 40 multiple choice questions
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes duration
  • Closed book