ITIL® 4 Specialist: Create, Deliver and Support

Course duration, academic hours: 24
Price (excl. VAT) 1350,00 
Price (with VAT): 1633,50 
Lecturer: Āris Dzērvāns
Āris Dzērvāns
Āris Dzērvāns has held significant roles, managing the ICT sector in notable firms such as Latvijas Valsts ceļi and Latvijas Valsts meži. Additionally, he has acted as the Director of Rīgas digitālā aģentūra and played a pivotal role in shaping the National ICT policies of Latvia during his tenure as Deputy Secretary of State for Digital Transformation at VARAM. Moreover, the lecturer has over 15 years of valuable experience working with Microsoft.

Armīns Martinsons
Armīns Martinsons
Lead Technical Product Manager for the centralized card authorization system in Europe at “Circle K”. Lecturer is certified in ITIL 4 MP.


21. August, 2024 - 23. August, 2024
Armīns Martinsons
Price (excl. VAT)
Price (with VAT):
Contact us

Apply or ask a question!


If you want to apply for the course or ask a question about it, feel free to use this form.

Please enter your first and last names
Please enter company name
Please enter your phone number
Please enter your email

Thank you! We will contact you.

Training schedule:
21.08.2024 09:00-16:15
22.08.2024 09:00-16:15
23.08.2024 09:00-16:15
Course target

The ITIL® 4 Specialist: Create, Deliver and Support course is designed to provide learners with the skills and knowledge needed to create, deliver, and support IT-enabled services and products. The main objectives of the course include:

  • Understanding service management and value systems:
  • Creating services:
  • Delivering services:
  • Supporting services
  • Collaborating with stakeholders:
  • Using ITIL® 4 practices:
  • Applying agile and lean principles:
  • Preparing for the ITIL® 4 Specialist: Create, Deliver and Support certification exam.

The ITIL ® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

  • IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
  • Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager.
  • Individuals seeking progression to the ITIL® Master in IT Service Management
  • All IT Professionals wishing to progress through the V4 qualification scheme.
At Course Completion

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:

  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
  • Know how to create, deliver and support services

ITIL foundation certification

Training materials

Peoplecert accredited training materials

Certification Exam

Course ITIL® 4 Specialist: Create, Deliver and Support is delivered with a respective certification exam PeopleCert.

Certification examm is included in course price.

Course outline

Module 1: Organization and Culture

  • Organizational Structure
  • Integrated/ collaborative teams
  • Team capabilities, roles, competences
  • Team culture and differences
  • Working to a customer-orientated mindset
  • Employee satisfaction management
  • The value of positive communication

Module 2: Effective Teams

  • Understand how to use a ‘shift left’ approach
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement

Module 3: Information Technology to Create, Deliver and Support Service

  • Integrated service management toolsets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation
  • Artificial intelligence and machine learning
  • Continuous integration, deployment and delivery
  • Information models

Module 4: Value Stream

  • Describing a Value Stream.
  • Value Stream inputs, outputs.
  • Combining and decomposing value stream steps
  • Steps to document a value stream
  • Key metrics for steps, actions, or tasks
  • Considerations when designing the value stream
  • Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

  • How to use a Value Stream to design, develop and transition new services
  • How to use a Value Stream to provide user support

ITIL practices that contribute to a Value Stream for a New Service:

  • Service Design
  • Software Development and Management
  • Deployment Management
  • Release Management
  • Service Validation and Testing
  • Change Enablement

If you want to get more information about this course, contact us by phone +371 67505091 or send us an e-mail at