• Service Value System to Create Deliver and Support Services
• Organizational Structure
• Differences in Organizational Structure
• Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Professional ITSM Skills and Competencies Examples
• Generalist or T-Shaped Models
• Developing a Broad Set of Competencies
• Workforce Planning and Management
• Employee Satisfaction Management
• Results-Based Measuring and Reporting
• Performance Measures
• Team Culture and Differences
• Importance of Cultural Fit
• Team Collaboration and Integration
• Guidelines for a Positive Team Culture
• Continual Improvement Culture
• Collaborative Culture
• Algorithmic and Heuristic Tasks
• Servant Leadership
• Customer-Oriented Mindset
• Customer Orientation
• Customer-Oriented Strategy
• The Value of Positive Communication
• Principles of Communication
• Integration and Data Sharing
• Integration Approaches
• Reporting and Advanced Analytics
• Big Data
• Collaboration and Workflow
• Robotic Process Automation (RPA)
• RPA Technologies
• Artificial Intelligence (AI)
• Machine Learning
• CI/CD
• Goals and Value Measurement
• Aligning CI/CD with ITIL
• The Value of an Effective Information Model
• Automation of Service Management
• Key Takeaways

• Value Streams to Create, Deliver, and Support Services
• ITIL Service Value Streams
• Value Streams and Organizations
• Value Stream Considerations - Part One
• Value Stream Considerations - Part Two
• Value Stream Considerations - Part Three
• Designing a Service Value Stream
• Describing a Step of the Value Stream
• Value Stream Mapping
• Key Metrics for Analyzing a Value Stream
• Designing a Value Stream Using Little’s Law
• Value Stream Models
• Development of a New Service
• Six Key Steps of Journey from Demand
• Acknowledge and Document the Service Requirements
• Decide Whether to Invest in the New Service
• Design and Architect the New Service to Meet Customer Requirements
• Obtain or Build within the Service Value Chain
• Deploy Service Components in Preparation for Launch
• Release New Service to Customers and Users
• Upgrade and Restore a Live Service
• Seven Key Steps of Journey from Demand to Value
• Acknowledge and Register the User Query
• Investigate the Query
• Obtain a Fix from the Specialist Team
• Deploy the Fix
• Verify That the Incident Has Been Resolved
• Request Feedback from the User
• Identify Opportunities to Improve the Overall System
• Using Value Streams to Define a Minimum Viable Practice
• Key Takeaways

• Create, Deliver, and Support Services
• Managing Queues
• Prioritization
• How to Prioritize Work
• Techniques to Prioritize Work - Part One
• Techniques to Prioritize Work - Part Two
• Swarming
• Challenges of Swarming
• Shift-Left Approach
• Build vs. Buy Considerations
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Models and Options
• Types of Sourcing Models
• Service Integration and Management
• Service Integration and Management Considerations
• Key Takeaways

This course is ideal for IT service managers aiming for the ITIL Managing Professional (MP) designation or managing IT-enabled services. It is particularly suited for ITSM managers and practitioners involved in the delivery and management of IT-enabled products and services. Professionals seeking to advance their expertise in IT service management or expand upon their existing ITIL qualifications will also benefit from this certification.

Participants must have either an undergraduate degree or a high school diploma and must have successfully passed the ITIL 4 Foundation examination.

• Service design
• Software management
• Release management
• Change enablement
• Service desk
• Problem management
• Service level management
• Software development
• Deployment management
• Service validation and testing
• Ensuring stakeholder satisfaction
• Incident management
• Knowledge management
• Monitoring and event management

To earn the certification, you must:

Complete the ITIL 4 Specialist: Create, Deliver & Support course

Attempt the official certification exam

Answer at least 28 out of 40 questions correctly (minimum 70%) within 90 minutes

This exam evaluates your ability to apply ITIL 4 principles to the design, delivery, and support of IT services. It’s a required module toward achieving the ITIL 4 Managing Professional designation, which validates your technical and practical expertise in managing IT-enabled services, teams, and workflows.

Your results will be shared within two business days after you take the exam.

Please refer to the official exam booking guide provided upon enrollment. A detailed process will be shared with you via email or course dashboard.

Yes. Upon completion of your training, you will receive a mock test to help you prepare for the actual certification exam.

The exam voucher is included in your course fee and must be claimed within six months of purchasing the course. If the exam fee increases after that period and you haven’t booked your exam, you will be required to pay the price difference.

Your voucher remains valid for one year from the date of issue. If not used within this period, you’ll need to repurchase the voucher at the current market rate.

All our instructors are ITIL-certified professionals with over 15 years of industry and training experience.

Yes, the course fee includes the cost of the certification exam.

No, the ITIL 4 Managing Professional Transition Module certificate does not have an expiration date.

Our Global Teaching Assistance service connects you with a team of subject matter experts dedicated to supporting your certification journey. They provide proactive guidance from onboarding through project support and job assistance, helping you stay on track and succeed. Assistance is available during business hours.

If you miss a session, you can access class recordings at your convenience. With Nvidya’s Flexi-pass, you’ll also get 90-day access to all live classes, allowing you to attend alternate sessions as per your schedule.