Plan and Build a Service Value StreamOrganisational structuresIntegrated/collaborative teamsTeam roles and competenciesTeam culture and differencesCustomer-oriented mindsetEmployee satisfaction managementValue of positive communicationsUnderstand and use the shift-left approachTeam collaboration and integrationsWorkforce planningResults-based measuring and reportingCulture of Continual ImprovementIntegrated Service Management ToolsetsIntegration and data sharingReporting and advanced analyticsCollaboration and workflowRobotic process automation, AI and machine learningCI/CDInformation ModelsITIL 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 streamService DesignSoftware development and managementDeployment managementRelease managementService validation and testingChange enablementITIL 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 streamService DeskIncident ManagementProblem ManagementKnowledge ManagementService Level ManagementMonitoring and Event ManagementCreate, Deliver and Support Services Coordinate, prioritise and structure work and activitiesManaging queues and backlogsBuy vs Build ConsiderationsSourcing OptionsService Integration and Management (SIAM).

On completion of this course, the following learning outcomes will be achieved:Understand how to plan and build a value stream to create, deliver and support servicesKnow how ITIL practices contribute to create, deliver and support across the value streamsKnow how to create, deliver and support services.

The target audience for this course and qualification are:ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end deliveryIndividuals who are pursuing the ITIL Managing Professional designation.

Course duration:

4 days, 9am – 5pm

We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style

Certifications

Meet your Trainers

Lionel Seaw

Principal Consultant Sapience Consulting

Lionel Seaw

Principal Consultant Sapience Consulting

ITIL®4 Specialist: Create, Deliver and Support

Q: CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development ProgrammeAll participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.Find Out More

Synopsis

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.The ITIL4 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 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 organisational cultural aspects critical to the success of the adoption of the value streams are discussed.

The course also covers the management and prioritisation of work through several techniques and scrutinises 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 organisations seeking innovation and delivering full value to the business.

Outlines

- - 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 communications
    - 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 Toolsets
    - Integration and data sharing
    - Reporting and advanced analytics
    - Collaboration and workflow
    - Robotic process automation, AI and machine learning
    - CI/CD
    - Information Models
  - 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
    - Release management
    - Service validation and testing
    - Change enablement
  - 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
  - Create, Deliver and Support Services
    - Coordinate, prioritise and structure work and activities
    - Managing queues and backlogs
    - Buy vs Build Considerations
    - Sourcing Options
    - Service Integration and Management (SIAM).

Objectives

On completion of this course, the following learning outcomes will be achieved:
- Understand how to plan and build a value stream to create, deliver and support services
- Know how ITIL practices contribute to create, deliver and support across the value streams
- Know how to create, deliver and support services.

Audiences

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 products and services, and those responsible for the end-to-end delivery
Individuals who are pursuing the ITIL Managing Professional designation.

Certification and Exam Info

Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Specialist: Create, Deliver and Support under the AXELOS certification scheme.

EXAMINATION FORMAT

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

Pre-requisites

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

CPD and Expiry of ITIL Certifications

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

Find Out More

Funding Available

SSG Funding

Please visit our SkillsFuture Singapore (SSG) Funding page for full details.

Terms and conditions apply.

PSEA Funding

Please visit our IBF STS programme page for full details. PSEA page for more info.

Terms and conditions apply.

SkillsFuture Credit

Please visit our SkillsFuture Credit page for full details.

Terms and conditions apply.

Supported by UTAP

NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.

Terms and conditions apply.

Schedule

02/23/2026 02/26/2026