ITIL®4: Create, Deliver and Support provides practical guidance in applying the concepts described in ITIL Foundation. It explores several approaches to working, as well as how new technologies can be combined with ITIL4 to deliver the best outcome for an organization. It also recommends taking a holistic approach to culture and people to support the delivery of successful outcomes. There are several areas that are critical to success, such as team dynamics, organizational culture and change, customer experience, employee well-being, cross-team collaboration, automation and commercial operation. These capabilities are covered in this module, with an emphasis on people, culture and ways of working, which are valued as much as the technology, processes, standards and other proven structured approaches that underpin them.

BridgingMinds offers ITIL®4: Create, Deliver and Support course which addresses the cultural and team management aspects of product and service management; provides an overview of the tools and technologies which support service management and demonstrates how to integrate management practices into end-to-end value streams. Practices that are particularly relevant to this module like change enablement, deployment management, incident management, knowledge management, monitoring and event management, problem management, release management, service design, service desk, service level management, service validation and testing and software development and management are covered. This course, along with other ITIL management practice guides, can be combined with knowledge from ITIL Foundation to form a holistic approach to service management.

Learning Outcomes

Duration – 4 days

1) Plan and build a service value stream to create, deliver and support services

  • Organisational structure
  • Team structure, capabilities, roles and competencies
  • Team culture and differences
  • Customer-oriented mindset
  • Employee satisfaction management
  • Positive communications
  • Workforce planning
  • Results based measuring and reporting
  • Reporting and advanced analytics
  • Artificial intelligence and machine learning
  • Robotic process automation
  • Continuous Integration/Deployment

2) Key ITIL practices contributing to creation, delivery and support across the Service Value System

  • Service Design
  • Software Development and Management
  • Deployment Management
  • Release Management
  • Service Validation and Testing
  • Change Enablement
  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

3) Co-ordinate, prioritise and structure work and activities

  • Managing work as tickets
  • Prioritising work
  • Buy vs Build considerations
  • Sourcing Options
  • Service integration and managementwon

Practitioners in IT or Service industry, Service Desk/Help Desk Personnel, Process Owners/Managers/Consultants, Project Managers, Service Team Leaders/Managers/Supervisors, IT Audit/Quality Professionals, Account Managers, Risk Management Professionals, Governance/Strategy Executives, Business Development Professionals, Relationship Professionals and anyone interested in IT Service Management.

Course Pre-requisites:

A pass in ITIL 4 Foundation certification exam.

Certification Exam :

40 multiple-choice-questions, 90 minutes exam, 70% pass mark leads to the individual certification achievement.



9 – 12


20 – 23


22 – 25


19 – 22


21 – 24


25 – 28


23 – 26


11 – 14


18 – 21

Duration: 4 Days

Course Fee


Course Fee w/o GST$2,950.00
Course Fee w. GST$3,186.00
SME (Company Sponsored) – All Singaporean and Permanent Resident Employee$3,186.00
Singapore Citizens aged 40 years old and above$3,186.00
Singapore Citizen and Permanent Resident aged 21 years old and above$3,186.00

Exam Fee

  • Course fee includes exam voucher for participants attending ITIL® Specialist – Create, Deliver & Support course

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