This course is designed to equip participants with the knowledge and skills required to create, deliver, and support IT-enabled services using ITIL® 4 principles and practices.

Participants will learn how to plan and manage service value streams, coordinate service delivery and support activities, improve workflow efficiency, and apply relevant ITIL® practices to daily service operations. The course also introduces key concepts related to organisational structure, team capability, information and technology, suppliers, partners, and service performance.

Through structured learning, practical examples, and exam-focused guidance, participants will gain the confidence to support effective service creation, delivery, and support activities, while preparing for the ITIL® 4 Specialist: Create, Deliver and Support certification exam.

This course is suitable for IT professionals who are involved in designing, delivering, supporting, or improving IT-enabled services.

It is especially suitable for:

• IT service managers
• IT support managers
• Service desk managers
• IT operations teams
• DevOps engineers
• IT project managers
• Service delivery managers
• Professionals preparing for the ITIL® 4 Specialist: Create, Deliver and Support certification exam

Participants should have completed ITIL® 4 Foundation before attending this course.

Before attending this course, participants are recommended to have:

• Understanding of ITIL® 4 Foundation concepts
• Familiarity with IT service management and service operations
• Basic knowledge of service delivery, support, and improvement activities
• Experience working in IT operations, service management, or support environments
• Interest in improving service value streams, workflows, and operational performance

At the end of this course, participants will be able to:

• Understand how ITIL® 4 supports the creation, delivery, and support of IT-enabled services
• Design and improve service value streams and operational workflows
• Apply relevant ITIL® practices to service delivery, support, and continual improvement
• Improve collaboration, service performance, and customer value across service teams
• Prepare for the ITIL® 4 Specialist: Create, Deliver and Support certification exam

• Introduction to ITIL® 4 Create, Deliver and Support and its role in service management
• Understanding service value streams, workflows, and value creation across IT-enabled services
• Applying ITIL® practices to service design, development, deployment, delivery, and support
• Managing service teams, collaboration, information, technology, suppliers, and partners
• Improving service performance, user experience, operational efficiency, and continual improvement
• Reviewing key Create, Deliver and Support exam focus areas and preparing for certification