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Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
Package:
All-Inclusive Certification Bundle
Video Modules, Study Guides and Mock exams + Voucher for the official exam
🔒 Optional: Take2 Re-sit & Membership available in the next step.
About the course
The ITIL 4 Specialist: Create, Deliver and Support training addresses cultural aspects, team management, and tools for product services, demonstrating the integration of practices into end-to-end value streams. It highlights that this is one of the five publications based on ITIL Foundation, focusing on different aspects of service management.
This training covers the core service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. It focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services, while also covering supporting practices, methods, and tools.
This training will help you to:
Who Should Attend
This course is designed for ITSM professionals who manage the operation of IT-enabled and digital products and services, and those responsible for end-to-end delivery.
Suitable for:
Certification & Exam
This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/
Exam format:
Prerequisites for the Axelos/PeopleCert exam:
The candidate must complete an official course with an accredited company (ATO – Accredited Training Organization) led by an accredited trainer.
About Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and more than 50 certifications in IT Management, Security, and Governance. As the leader of
the largest ITSM and DPSM community (+220k subscribers on YouTube), he combines his MBA from FGV—one of the world’s top-tier business schools—with a specialization in Neuroscience
to mentor a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Contents
1.1 Organization and Culture
1.2 Organizational Structures
1.3 Case Study Example – Cross-Functional Teams
1.4 Servant Leadership and Guiding Principles
1.5 Team Culture
1.6 Activity – Team Culture
1.7 Continuous Improvement Culture
1.8 Case Study Example – Continuous Improvement Culture
1.9 Collaborative Culture
1.10 Customer-Oriented Mindset
1.11 Activity – Customer-Oriented Mindset
1.12 Positive Communication
1.13 Recapping Organization and Culture
1.14 Quiz
2.1 Effective Teams
2.2 Skills, Roles, and Competencies
2.3 Activity 1 – Capabilities, Roles, and Competencies
2.4 Workforce Planning
2.5 Activity 1 – Workforce Planning
2.6 Employee Satisfaction Management
2.7 Results-Based Measuring and Reporting
2.8 Recapping Effective Teams
2.9 Quiz
3.1 Information Technology to Create, Deliver and Support Services
3.2 Data Integration and Sharing
3.3 Advanced Reporting and Analytics
3.4 Big Data, Dashboards, and Reporting
3.5 Collaboration and Workflow
3.6 Robotic Process Automation (RPA)
3.7 Artificial Intelligence
3.8 AIOps and Machine Learning
3.9 Activity 1 – Artificial Intelligence and Machine Learning
3.10 CI/CD
3.11 Activity 1 – CI/CD
3.12 Information Model
3.13 Recapping ITIL4CDS – Information Technology to Create, Deliver and Support Services
3.14 Quiz
4.1 Value Streams
4.2 Anatomy of a Value Stream
4.3 Structure of an ITIL Service Value Stream
4.4 Designing a Value Stream
4.5 Value Stream Mapping
4.6 Recapping – Value Streams
4.7 Quiz
5.1 Value Stream to Create, Deliver and Support Services
5.2 Value Stream Model for Creation of a New Service
5.3 Step 1 – Acknowledge and Document Service Requirements
5.4 Step 2 – Evaluate Requirements and Decide Whether to Invest in the New Service
5.5 Step 3 – Design the New Service to Meet Customer Requirements
5.6 Step 4 – Build Service Components and Validate Them Against Business Needs
5.7 Step 5 – Modify Products and Services in Production
5.8 Step 6 – Release the New Service to Customers and Users
5.9 Activity 1 – Value Stream Model for Creation of a New Service
5.10 Activity 2 – Value Streams for Creation of a New Service
5.11 Recapping – Value Stream to Create, Deliver and Support Services
5.12 Quiz
6.1 Value Stream for User Support
6.2 Activity 1 – Value Stream Model for Restoration of a Live Service
6.3 Step 1 – Acknowledge and Register the User Query
6.4 Step 2 – Investigate the Query, Reclassify it as an Incident, and Attempt to Fix It
6.5 Step 3 – Obtain a Fix from the Specialist Team
6.6 Step 4 – Deploy the Fix
6.7 Step 5 – Verify that the Incident has been Resolved
6.8 Step 6 – Request Customer Feedback
6.9 Step 7 – Identify Opportunities for Improvement
6.10 Recapping – Value Stream for User Support
6.11 Quiz
6.12 Activity 1 – Value Streams to Modify an Existing Service
7.1 Prioritize and Manage Work
7.2 Managing Queues and Backlogs
7.3 Activity 1 – Managing Queues and Backlogs
7.4 Prioritizing Work
7.5 Swarming
7.6 Shift-Left Approach
7.7 Activity 1 – Shift-Left Approach
7.8 Recapping – Prioritize and Manage Work
7.9 Quiz
8.1 Commercial and Sourcing Considerations
8.2 Build or Buy
8.3 Activity 1 – Build or Buy
8.4 Sourcing Models
8.5 Service Integration and Management (SIAM)
8.6 Activity 1 – Service Integration and Management
8.7 Recapping – Commercial and Sourcing Considerations
8.8 Quiz
8.9 Activity 1 – Build or Buy
8.10 About the Exam
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Reviews
As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.
I found the content covered very interesting, as well as Adriano's explanation. I can apply some of the practices in my daily work.
Top-notch course!!! Speechless.
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