ITIL 4 Specialist: Create, Deliver, and Support

Course Code: PERDEV 1890

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Course Sector:

Interpersonal Skills and Self Development

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Course Dates and Locations

Choose a date and location to book your seat

No.

Date

Days

Location

Fees

Enrollment

28 Jul - 01 Aug 2025

5 Days

Dubai, UAE

$4,250

15 - 19 Sep 2025

5 Days

London, UK

$4,250

12 - 16 Oct 2025

5 Days

Riyadh, KSA

$4,250

24 - 28 Nov 2025

5 Days

Online, Virtual

$2,150

Introduction

Training course introducion / brief

This training course is designed to help participants understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model. This course 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. This will enable, participants to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

ITIL 4 Foundation certification is a pre-requisite for studying Create, Deliver and Support.

· Identify ITIL 4 practices that contribute to creation, delivery and support across the SVS and value streams

· Create, deliver and support services

· Plan and build a service value stream to create, deliver and support services

· Recognize the role of governance, risk and compliance and how to integrate the principles and methods into the service value system

· Apply the key principles and methods of Organizational Change Management to direction, planning and improvement

· Gain the knowledge and skills needed to take the ITIL 4 Create, Deliver, Support examination

- Executive Secretaries

- Executive Personal Secretaries

- Personal Secretaries

- Executive Assistants

- Personal Assistants

- Office Managers

- Administration Managers

- Management Secretaries

- Senior Assistants

Module 1: 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

Module 2: How to use a ‘shift left’ approach

Module 3: 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

Module 4: 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

Module 5: How to use a value stream to design, develop and transition new services

Module 6: 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

Module 7: How to use a value stream to provide user support

Module 8: 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

Module 9: How to co-ordinate, prioritize and structure work and activities to create deliver and support services, including

· Managing queues and backlogs

· Prioritizing work

Module 10: The use and value of the following across the service value system

· Buy vs build considerations

· Sourcing options

· Service integration and management (SIAM)

ITIL 4 Specialist: Create, Deliver and Support (CDS) exam format:

· Question Type: Multiple Choice

· Total Questions: 40

· Pass Mark: 28 out of 40 marks required to pass (70%)

· Duration: 90 minutes

· Open Book: No, this is a closed book exam

Boost certificate of completion

BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.

ENDORSED EDUCATION PROVIDER

Flexible deadlines

Customized dates accordance to your schedule

Shareable Certificate

Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.

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