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ITIL® 4 Create, Deliver and Support Specialist Training Course Online
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This ITIL Specialist Certification: Create, Deliver and Support module allows IT professionals to develop, implement and monitor service management activities in alignment with business objectives. The ITIL Specialist Course from Infosec Train covers activities related to ‘creation’ of services as outlined in the ITIL 4 Framework.

ITIL® 4 Specialist Course Highlights

  • 24 hrs of instructor-led training
  • Experienced Trainers
  • Small Size Batch
  • Access to Pre-recorded Sessions
  • 1 : 1 Mentor Support

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ITIL® 4 Specialist Course Description


This ITIL 4 Specialist training on Create, Deliver and Support is meant to impart guidance on how to ensure optimal service delivery, improve service performance, and maintain service quality in an IT-enabled environment. The ITIL Specialist course offers knowledge on following a systematic approach to optimize the creation, delivery and support activities using the right methods and tools.

Why ITIL® 4 Specialist Course with InfoSec Train?

Infosec Train is a prestigious training and consulting enterprise with presence across the world. We specialize in professional IT and security courses across all different domains and technology vendors. Our ITIL Specialist training aims to impart practical knowledge of core ITSM with special focus on Create, Deliver and Support module. Here’s what you get when you take up this ITIL 4 Specialist Certification Course with Infosec Train.

  • Flexible training schedule
  • Recorded sessions for post-training reference
  • Post-training support with no expiry date.
  • Certificate of participation
  • Career Guidance

Target Audience

  • IT professionals, ITSM managers or leaders who are involved in designing, delivering and monitoring digital products and services in an organization.


  • ITIL 4 Foundation Certification


5 + 56 =

ITIL® 4 Specialist Course Objectives

  • Learn about the guiding principles of ITIL® 4
  • Be proficient in implementing IT best practices with the help of ITIL® 4 framework
  • Learn different concepts and terminology of ITIL® 4
  • Learn how modern IT service enterprises operate
  • Implement Service value chain activities and increase efficiency and speed
  • Understand the role of IT services and their integration with business objectives
  • Clear the ITIL® 4 Foundation Certification online in the first attempt

ITIL® 4 Specialist Course Content

Course Introduction

  • Service Value System to Create Deliver and Support Services
    • Service Value System to Create Deliver and Support Services
    • Organizational Structure
    • Differences in Organizational Structure
    • Roles and Competencies
    • Professional IT and service management skills and competencies
    • Professional ITSM Skills and Competencies Examples
    • Generalist or T-Shaped Models
    • Developing a broad set of competencies
    • Workforce Planning and Management
    • Employee Satisfaction Management
    • Results-Based Measuring and Reporting
    • Performance Measures
    • Team Culture and Differences
    • Importance of Cultural Fit
    • Team Collaboration and Integration
    • Guidelines for a Positive Team Culture
    • Continual Improvement Culture
    • Collaborative Culture
    • Algorithmic and Heuristic Tasks
    • Servant Leadership
    • Customer-Oriented Mindset
    • Customer-Oriented Strategy
    • The Value of Positive Communication
    • Principles of Communication
    • Integration and Data Sharing
    • Integration Approaches
    • Reporting and Advanced Analytics
    • Big Data
    • Collaboration and Workflow
    • Robotic Process Automation (RPA)
    • RPA Technologies
    • Artificial Intelligence AI
    • Machine Learning
    • CI/CD
    • Goals and Value Measurement
    • Aligning CI/CD with ITIL
    • The Value of an Effective Information Model
    • Automation of Service Management
  • Value Streams to Create, Deliver and Support
    • Value Streams to Create, Deliver, and Support Services
    • ITIL Service Value Streams
    • Value Streams and Organizations
    • Value Stream Considerations – Part One
    • Value Stream Considerations – Part Two
    • Value Stream Considerations – Part Three
    • Designing a Service Value Stream
    • Describing a Step of the Value Stream
    • Value Stream Mapping
    • Key Metrics for Analyzing a Value Stream
    • Designing a Value Stream Using Little’s Law
    • Value Stream Models
    • Development of a New Service
    • Six Key Steps of Journey from Demand
    • Acknowledge and Document the Service Requirements
    • Decide Whether to Invest in the New Service
    • Design and Architect the New Service to Meet Customer Requirements
    • Obtain or Build within the Service Value Chain
    • Deploy Service Components in Preparation for Launch
    • Release New Service to Customers and Users
    • Upgrade and Restore a Live Service
    • Seven Key Steps of Journey from Demand to Value
    • Acknowledge and Register the User Query
    • Investigate the Query
    • Obtain a Fix from the Specialist Team
    • Deploy the Fix
    • Verify That the Incident Has Been Resolved
    • Request Feedback from the User
    • Identify Opportunities to Improve the Overall System
    • Using Value Streams to Define a Minimum Viable Practice
  • Create, Deliver and Support Services
    • Managing Queues
    • Prioritization
    • How to Prioritize Work
    • Techniques to Prioritize Work – Part One
    • Techniques to Prioritize Work – Part Two
    • Swarming
    • Challenges of Swarming
    • Shift-Left Approach
    • Build vs. Buy Considerations
    • Defining Requirements for Service Components
    • Selecting a Suitable Vendor
    • Sourcing Models and Options
    • Types of Sourcing Models
    • Service Integration and Management
    • Service Integration and Management Considerations

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ITIL® 4 Specialist Course Benefits

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Benefits You Will Access Why Infosec Train

Student-infosectrain Certified & Experienced Instructors
24x71-infosectrain Post Training Support
tailor-infosectrain Tailor Made Training
flexible-infosectrain Flexible Schedule
video1-infosectrain Access to the Recorded Sessions

ITIL® 4 Specialist FAQs

1. What is ITIL 4 Specialist: Create, Deliver and Support?

The ITIL Specialist Course with Create, Deliver and Support module is meant to cover IT service management activities that cater to creation, development, deployment and delivery of IT services in line with business strategy.

2. What are the prerequisites for this ITIL 4 Specialist course?

The participants must have cleared the ITIL 4 Foundation certification before joining this ITIL Specialist training program.

3. What is the format for the ITIL 4 Specialist Create, Deliver, and Support Certification exam?

This ITIL 4 Specialist Certification exam is a closed book exam having 40 multiple choice questions to be completed in 90 minutes. You need 28 out of 40 marks (70%) to qualify this exam.

4. What is the purpose of the ITIL 4 Create, Deliver and Support examination?

The purpose of this ITIL Specialist course is to improve existing IT processes, manage IT teams and optimize IT workflows in accordance with the business goals.

5. How long will it take to receive my ITIL 4 Create, Deliver, and Support exam results?
Your ITIL 4 Specialist Certification result will be shared with you within 10 to 15 days of giving the exam.