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  • ITIL Specialist: Create, Deliver, and Support

ITIL® Specialist: Create, Deliver, and Support

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Please Contact Deep Creek Center for help in scheduling a course.
Course Length
3 days
Credits Earned
21 PDU credits
This three-day hands-on program leads to a ITIL Specialist Certificate in ITIL Create, Deliver, and Support. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of value stream design, practice creation and alignment, and cross-functional collaboration models.

What You Will Accomplish

  • Plan and build value streams
  • Use ITIL practices to support the creation of new services
  • Use ITIL practices to provide effective user support
  • Coordinate, Prioritize, and Structure Work Activities
  • Assess Build vs Buy Considerations
  • Assess Sourcing Alternatives
  • Service Integration and Management (SIAM)

Who Should Attend

All IT staff and Management responsible for the creation of new services, service transition planning, ongoing service delivery, and user support would benefit from this course.
  • Service Desk personnel and Management
  • Technical Support personnel and Management
  • Data Center Operations personnel and Management
  • Security Operations personnel and Management
  • Application Support Personnel and Management
  • Project and Program Managers looking to better integrate Operational Readiness


Course Outline

  1. Plan and build value streams
  2. Align organizational structure
  3. Create a customer-oriented mindset
  4. Understand “shift-left” and how to use it to improve velocity
  5. Learn effective collaboration and team development techniques
  6. Establish effective information workflows and knowledge sharing
  7. Use practices to support the creation of new services such as
    • Service Design
    • Software Development and Management
    • Deployment Management
    • Release Management
    • Service Validation and Testing
    • Change Enablement
  1. Use practices to provide effective user support
    • Service Desk
    • Incident Management
    • Problem Management
    • Knowledge Management
    • Service Level Management
    • Monitoring and Event Management
  2. Coordinate, Prioritize, and Structure Work Activities
    • Managing Queues and Backlogs
    • Prioritization
  3. Assess Build vs Buy Considerations
  4. Assess Sourcing Alternatives
  5. Using Service Integration and Management (SIAM)
    Please contact Deep Creek Center for information. It is only a solution if it produces the desired results.
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