ITIL Create, Deliver and Support provides guidance that further explores the concepts introduced in ITIL 4 Foundation. It is the logical next step for those wanting to make immediate tangible changes to their organisation’s working methods in service management. The module is a practical and holistic approach to the creation and management of effective and streamlined services.

ITIL Create, Deliver and Support course provides guidance on the cultural and team management aspects of product and service management, and an overview of the various tools and technologies that support service management. This course discusses how to integrate management practices in end-to-end value streams.

ITIL 4 takes a holistic approach to building and modifying technology-enabled services from demand to value. This course is about utilizing service management, adapting and adopting best practices, and using the ITIL service value system (SVS) framework to facilitate value co-creation in organizations. The course is provides practical guidance for those who work within the broad scope of technology-enabled services. It provides clear guidance on how to collaborate and coordinate efforts to design, build, and support integrated and effective products and services, building from ITIL Foundation.

ITIL 4 describes a service value chain of six activities. These activities can be combined in various ways to create value streams. This course covers the integration of these activities in order to enable the creation, delivery, operation, and continual improvement of technology-enabled products and services. It is important to understand that there is no uniform approach to successful service delivery. Context, requirements, and resources vary across organizations. Success in service management requires pragmatism and creativity, not doctrine and dogma.

This course describes not only how value streams can be built and managed holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work. In so doing, it reflects new ways of approaching service management.



ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Student Testimonials

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student

Excellent presentation skills, subject matter knowledge, and command of the environment. Student

Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

Click here to print this page »