ITIL​®​ 4 Specialist: Create, Deliver and Support -

Classroom 
Course Information 
Certification​: ITIL​®​ 4 Specialist: Create, Deliver Accreditor​: PeopleCert on behalf of
and Support AXELOS
Duration​: 3 Days Available Languages​: English
Domain​: IT Service Management Purchase Options​: Pay per Use and
Delivery Method​: Classroom/Virtual Classroom Subscription

Course Description:
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-days 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.

Audience:
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 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 Objectives:
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

Prerequisites:
For taking the ITIL​®​ 4 Specialist: Create, Deliver and Support course, a candidate must have
passed the ITIL​®​ 4 Foundation examination. In addition, the candidate must have attended an
accredited training course for this module.

Course Materials:
The ITIL​®​ 4 Specialist: Create, Deliver and Support ​“Pro”​ course includes the following course
components:
● For Participants
○ Course Book (eBook or printed)
○ Pre-course Reading
○ Post-course Reading
○ Practice Questions

● For Instructors
○ Presentation Slides
○ Instructor Guide (eBook)
○ Presentations as PDF
○ Pre-course Reading
○ Post-course Reading
○ Practice Questions

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Course Agenda:

Day 1 Day 2 Day 3

Module 3: Information Module 6: Value Stream for

Course Introduction Technology to Create, Deliver User Support (Contd.)
and Support Services (Contd.)

Module 7: Prioritize and

Module 1: Organization and Module 4: Value Streams
Manage Work
Culture

Module 5: Value Stream to

Module 2: Effective Teams Create, Deliver and Support Module 8: Commercial and
Services Sourcing Considerations

Module 3: Information
Technology to Create, Module 6: Value Stream for
Deliver and Support User Support Exam Preparation
Services

Exam

Course Outline:
Course Introduction

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

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 ● 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
● CI/CD
● 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
● Prioritizing Work
● Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

● Build or Buy
● Sourcing Models
● Service Integration and Management

Exam Information
Exam Facts
Delivery Online and Paper-based

Format Closed book

Proctoring Live or Web-proctored

Duration 90 minutes (candidates taking exam in a language that is not their

native, may be awarded 25% extra time)

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 # of questions 40 simple multiple choice (1 mark per question)
● Bloom’s Level 2 and 3

Pass Grade 70% or higher (28 correct answers)

Exam Prerequisites
● For taking the ITIL​®​ 4 Specialist: Create, Deliver and Support exam, a candidate must
have passed the ITIL​®​ 4 Foundation examination. In addition, the candidate must have
attended an accredited training course for this module.

Exam Location
● Exam can be conducted on the last day of the course in the classroom, or the
participants can take the online exam later.

Course Specific Delivery Information

Course Delivery Requirements

Course Logistics [​Standard Procedures apply​]

Internet Connection Required

(in Class)

Accreditation Requirements
The course is accredited by:
● AXELOS - View Accreditor Fact Sheet

Instructor Requirements
Requirements for Instructors who wish to deliver training for ITIL​®​ 4 Specialist: Create, Deliver
and Support:

Valid from Jan 1, 2020 to June 30, 2020

● Must hold the ITIL Managing Professional certificate to teach any of the individual
modules (whether they have achieved it by taking all four ITIL 4 MP certificates or
through the ITIL 4 MP Transition certificate)
● Must meet the Examination Institute (PeopleCert) delivery requirements

Valid from July 1, 2020, until notice from AXELOS/PeopleCert

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 ● Must hold the ITIL Managing Professional certificate to teach any of the individual
modules
● The certificate for the individual module (Create, Deliver and Support) they wish to teach
● Must meet the Examination Institute (EI) delivery requirements

Train The Trainer Program

To understand the exam requirements and identify the core content covered in the IITIL® 4
Specialist: Create, Deliver and Support exam specification, it is recommended to watch the
TTTs videos from ITpreneurs. ITpreneurs provides a certificate of attendance for viewing the
TTT videos.

ITpreneurs Services Teams / Contact Information

ITpreneurs Customer For placing orders, questions on order management, course
Solutions Team logistics, general course management, instructor queries (bookings,
issues), write to ​ask@leapest.com​, s​ ervice@itpreneurs.com
ITpreneurs Service Support for online learning components such as the e-learning
Desk Team courses, eBooks licences, learning portals, websites, technology.
servicedesk@itpreneurs.com
ITpreneurs Exam Exam support, login questions, and proctor support questions;
Team exams@itpreneurs.com

Relevant trademarks
ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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