Use ITIL methods to define your IT strategy.

The ITIL 4 Specialist: Create, Deliver and Support module is intended for ITSM practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. This includes development, deployment, and monitoring activities.

This module covers the ‘core’ service management activities and expands the current scope of ITIL to cover the ‘creation’ of services.

Level up your skills and stand out with a globally recognized ITIL 4 certification with Yayasan Peneraju Financing Scheme – eligible for Bumiputera Malaysians.

 

Overview

Many city landmarks offer panoramic views from their observation decks. From a high viewpoint, the distances between some buildings might be closer and others further apart, than at first glance. Perspective is key and necessary component for the successful delivery of mature technology-enabled services.

In service management, two vital elements for success are perspective and flexibility:

  • Perspective: understanding the overall picture of what a service does and how it is delivered. This involves a wide variety of skills, processes, knowledge, tools, and technologies to deliver business and customer value.
  • Flexibility: involves using the portfolio of tools and artefacts appropriately within complex environments. Service management is not a one-size-fits-all approach. The expectations around the customer experience and business value cannot be met with a single and isolated view.

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL 4 Specialist: Create, Deliver and Support (CDS) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of the Service Value Stream and the use of the Value Stream with a specific focus on the creation, delivery and support of new services, and the provisioning of user support.

Relevant supporting ITIL Practices to these value streams are examined. Team collaboration, integration and organizational cultural aspects critical to the success of the adoption of the value streams are discussed. The course also covers the management and prioritization of work through several techniques and scrutinizes the contribution of continual improvement.

This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business.

Skills Covered

On completion of this course, the following learning outcomes will be achieved:

  • Improve existing processes
  • Effectively manage IT teams
  • Optimize value streams and workflows
  • Align digital services with business strategy
  • Improve how services are developed
  • Integrate new technologies embed Lean, Agile, and DevOps ways of working.

Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

Target Audience

The target audience for this course and qualification are:

  • ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
  • ITSM practitioners managing the operation of IT-enabled & digital product sand services, and those responsible for the end-to-end delivery
  • Individuals who are pursuing the ITIL Managing Professional designation

Course Curriculum

Module 1: Plan and Build a Service Value Stream

  • Organisational structures
  • Integrated/collaborative teams
  • Team roles and competencies
  • Team culture and differences
  • Customer-oriented mindset
  • Employee satisfaction management
  • Value of positive communication
  • Understand and use the shift-left approach
  • Team collaboration and integrations
  • Workforce planning
  • Results-based measuring and reporting
  • Culture of Continual Improvement
  • Integrated Service Management Tool sets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation,AI and machine learning
  • CI/CD
  • Information Models

Module 2: ITIL Practices and the Service Value Streams
Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream

  • Service Design
  • Software development and management
  • Deployment management
  • 4. Release management
  • Service validation and testing
  • Change enablement

Module 3: ITIL Practices and the Service Value Streams (Continued)
Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

Module 4: Create, Deliver and Support Services

  • Coordinate, prioritize and structure work and activities
  • Managing queues and backlog
  • Buy vs Build Considerations
  • Sourcing Options
  • Service Integration and Management (SIAM)

Dates & Locations

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July 6, 2026 - July 9, 2026

Location: Kuala Lumpur
Modal: ILT
Availability: TBC
Exam:
Included
RM 7000

July 6, 2026 - July 9, 2026

Location: Online
Modal: VILT
Availability: TBC
Exam:
Included
RM 7000

October 12, 2026 - October 15, 2026

Location: Kuala Lumpur
Modal: ILT
Availability: TBC
Exam:
Included
RM 7000

October 12, 2026 - October 15, 2026

Location: Online
Modal: VILT
Availability: TBC
Exam:
Included
RM 7000
Trainocate exam and cert

Exam & Certification

Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Create, Deliver and Support certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass  (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

Training & Certification Guide

  • Work across multiple methodologies and frameworks
  • Stay up-to-date with the most advanced ITSM framework
  • Use effective and timely communication to influence stakeholders at all levels
  • Upgrade your salary and improve your career prospects
  • Boost your CV with an internationally recognized professional certification that demonstrates a clear understanding of how to create and deliver services for the modern digital world

  • Meet increasing customer and user demands
  • Increase speed to market and effectively measure service performance to gain efficiencies across the organization
  • Align governance and business objectives, break down silos, and effectively cascade goals across teams
  • Mitigate risk and eliminate wasteful work
  • Improve employee satisfaction and attract top talent by utilizing a best practice framework

ITIL4-DSV: ITIL 4 Specialist Drive Stakeholder Value Certification

The ITIL 4 Specialist: Drive Stakeholder Value module is for IT professionals who foster relationships with stakeholders to co-create value. Drive Stakeholder Value benefits anyone who manages customer journeys, experiences, or expectations.

ITIL4-HVIT: ITIL 4 Specialist High Velocity IT Certification

ITIL 4 Specialist High Velocity IT is aimed at IT managers and practitioners involved in digital services or digital transformation projects working within or towards high velocity environments.

Frequently Asked Questions

CDS is a practical compendium of knowledge and guidance for those involved in all aspects of developing and managing services, with a professional perspective and flexibility.

CDS provides a holistic view of all service delivery activity, from idea to reality, from demand to value, and from design, build, and test through to management and support. The book and the associated training course provides a broad spectrum of practical knowledge and guidance, within a holistic framework.

In CDS, perspective is provided through the lens of professionalism, where a number of chapters and areas of content lay out the broad range of practices, skills, and areas of knowledge that are required to achieve success in service management. This covers areas such as: people, organization, culture, teamwork, employee satisfaction, tool awareness, commercial practice, and so on.

Flexibility is delivered through guidance for building and managing value streams, combining processes, practices, and other elements together. This takes ITIL 4 to a new level, where a flexible and responsive approach is valued.

The guiding principles highlight how service management must be flexibly applied and modified as required in different contexts. This enables the delivery of business goals and expected value, not just the execution of a series of isolated and one-dimensional activities.

CDS covers the entire lifecycle of technology-enabled products and services. It is essential reading for development and operational practitioners alike.

CDS provides information on collaboration, culture, and team working, that is relevant to all parties. The content also provides practical ideas and tools for value stream working, making practices, and processes work together as a service and a customer experience. The content is valuable and useful to developers, testers, BRMs, technicians, managers, business analysts, and all those in the digital workspace, as well as service management practitioners.

The content in CDS expands on that discussed within ITIL 4 Foundation, particularly around value streams. There are also several new topics discussed including: shift-left, employee satisfaction, procurement, and the ITSM tools market.

The wide variety of information and details provided follows the four dimensions of service management, as initially defined in the ITIL 4 Foundation:

  • organizations and people
  • information and technology
  • value streams and processes
  • partners and suppliers.

The four dimensions provide a broad framework to apply the practices and ways of working. Each of the four dimensions must be considered when building new services or ways of working. Therefore, simply implementing technologies or processes without considering the impact on the people and the organizations would be ineffective. Partners and suppliers should be involved in defining and agreeing new practices, as they are a part of the value stream. Individual areas of knowledge and excellence can only deliver value, if they are viewed with perspective and applied with flexibility. The key areas are discussed overleaf.

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