ITIL®4 Specialist – Create, Deliver & Support

Get the skills you need for the digital age with ITIL®4 !


1590 € – 1790 €  + taxes

(Including certification test)


3 days

Number of attendees

6 - 12

(Minimum number of 6 participants)

Course goals

Learn to integrate Value Streams, activities, relevant practices, methods and tools to create, deliver and support IT-enabled products and services.

Course dates

Date and place Price without tax Free spaces Language
01. - 03. October 2024
Bratislava, ONLINE / IN PERSON
1790 €
1590 €
Yes Slovak
Date and place 01. - 03. October 2024
Bratislava, ONLINE / IN PERSON
Price without tax 1790 €
1590 €
Free spaces Yes
  • You will gain key knowledge for the creation, delivery and support (Create, Deliver & Support – CDS) of IT products and services
  • You will understand how to design and build value streams (Service Value Streams) used for the construction, delivery and support of services
  • You will know how individual ITIL practices contribute to the creation, delivery and support of the entire Service Value System (SVS) and Service Value Streams
  • You will be able to practically use the acquired knowledge
  • You will get to know, understand and know how the individual parts of Create, Deliver & Support work
  • You will know the purpose, scope and selected activities and techniques of individual practices supporting Create, Deliver & Support
  • The course prepares you to successfully pass the exam leading to the internationally recognized ITIL® Create, Deliver and Support certificate
  • The ITIL 4 Create, Deliver & Support qualification is one of the conditions for obtaining the ITIL 4 Managing Professional level
  • The ITIL 4 Create, Deliver & Support certificate is valid for 3 years.
  • IT Chief Strategy Officers (CIOs)
  • IT managers, operations managers, development managers
  • Service delivery managers
  • Employees responsible for the functioning of IT digital products and services, or responsible for their overall delivery and support
  • Quality managers in the field of IT
  • Owners of IT services, products, specific ITSM processes
  • Individuals who want to expand their horizons and improve their knowledge in the field of service management
  • Interested parties aspiring to the position of IT managers
  • Those interested in professional growth and higher certification levels (ITIL® Managing Professional, ITIL® Master)
  • Members of ITSM implementation project teams
  • Existing ITSM professionals who have qualified according to ITIL® V3 (Intermediate and Practitioner courses)

1. Use of Value stream for design, development and deployment of new services.
2. Use of Value stream in user support.
3. ITIL practices that support these Value streams:

  • 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

4. Techniques that can be used for Value streams:

  • Integrated service management toolset
  • Data integration and sharing
  • Collaboration and workflow
  • Robotic process automation (RPA)
  • Artificial intelligence and machine learning (AI, ML)
  • Continuous integration and delivery/deployment (CI/CD)
    “shift left” approach
  • Service integration and management (SIAM)
  • Working with open tasks in tools (“tickets”)
  • Prioritization of work

5. Elements that affect value streams:

  • Organizational structure
  • Integrated / collaborative teams
  • Team skills, roles and responsibilities
  • Team culture
  • Focus on the customer
  • Employee satisfaction
  • The value of positive communication
  • Continuous improvement

6. Two test papers (“sample papers”) including their detailed analysis
7. Sharp certification test from AXELOS – “ITIL®4 Create, Deliver and Support” (at the end of the third day of the course)

The course candidate must hold the “ITIL®4 Foundation” certificate. The certificate must be shown before taking the course.
Note: The certification test cannot be taken without prior participation in this accredited course

  • The course is led by lecturers with ITIL® Managing Professional certification, but also by experienced consultants with many implemented projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Therefore, you will learn real practical experience on the course.
  • OMNICOM team is part of the prestigious Axelos ITIL Development Group and co-authors of selected ITIL practices.
  • Manuals (Student Books) and other courseware are the result of our own development under the guidance of consultants and course lecturers using many years of experience from hundreds of completed courses.
  • Innovative teaching methods – we include innovative methods in the courses that allow a better understanding of the course content and increase the chance of successfully passing the certification tests.
  • We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF Slovakia and running the most extensive professional portal in the field of best practice allows us to keep improving.
  • The manual for this course is in English, the explanation is in Slovak.
  • Study materials (Student Books) are designed to support simple and quick preparation for the certification test, but at the same time provide more demanding candidates with a rich amount of additional information and knowledge for further use in everyday practice.
  • The course includes theory and practical exercises in the form of workshops and case studies.
  • The AXELOS certification test for obtaining the internationally valid ITIL®4 Direct, Plan & Improve certificate is included in the price of the course and takes place online at the date booked with PeopleCert.
  • The test is in online form and consists of choosing the correct answers from the given options.
  • The test consists of 40 questions, while at least 28 questions (70%) must be answered correctly for successful completion.
  • The test is of the “closed book” type. No literature or electronic devices are allowed during the test. It is allowed to use a traditional translation dictionary.
  • The length of the test is 113 minutes (90 minutes for English native speakers).
  • Test results are available within 3 business days after taking the exam at PeopleCert.

1-month free access to the myITIL program from AXELOS for all successful passers of the certification test.

The ITIL 4 Create, Deliver & Support certificate is valid for 3 years.

Course forms

In addition to public dates, we also offer this course under advantageous conditions in the form of in-house training for a group of participants directly at the customer’s workplace.
To obtain detailed information, contact

OMNICOM prefers a face-to-face course format. In the event of an unfavorable epidemiological situation, the course will be conducted online.

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