Overview
This expert-level course is part of the ITIL® 4 Practice Manager and ITIL Managing Professional pathways. It is designed to help learners understand how to effectively integrate different value streams and activities to create, deliver, and support IT-enabled products and services.
Participants will explore areas such as service design, development, testing, release, and operational support. The course reflects how IT service management has evolved to embrace new technologies, collaborative ways of working, and the need for a strong service mindset. Emphasis is placed on professionalism, team culture, and continuous improvement within the service lifecycle.
Prerequisites
A valid ITIL® 4 or ITIL® v3 Foundation certificate is required before attending this course.
Target audience
This course is suitable for:
- Individuals managing IT-enabled and digital services
- Professionals responsible for service creation, delivery, and support
- Teams involved in development, deployment, and operational monitoring
- ITSM practitioners delivering end-to-end digital products and services
Learning Outcomes
By the end of this course, learners will be able to:
- Plan and build effective service value streams for creating, delivering, and supporting services
- Understand how key ITIL practices contribute to the design and operation of value streams
- Apply relevant practices, tools, and methods to enhance service performance and quality
- Use collaborative and lean approaches to improve workflows, teams, and outcomes
Course Outline
ITIL Foundation review
- Brief review of core ITIL 4 principles and concepts
Concepts and challenges across the service value system
- Understanding different types of organisational structures
- Identifying key skills for effective service management
- Exploring team culture and communication best practices
- Managing workloads and prioritisation techniques
- Applying value streams and value stream mapping principles
Value stream model for creating a new service
- Understanding the steps involved in creating a new service
- Contributions from key practices: service design, change enablement, software development and management, service validation and testing, deployment management, release management
Information and technology
- Importance of integration in new service development
- Use of advanced technologies to support CDS
- Relevance of RPA, machine learning, AI and AIOps
- Application of CI/CD to enhance service creation and delivery
Value stream model for user support (restoration of a live service)
- Understanding the steps in supporting a live service
- Contributions from key practices: service desk, incident management, problem management, knowledge management, service level management, monitoring and event management
Sourcing options and supplier management
- Understanding factors affecting sourcing decisions
- Evaluating build vs buy approaches
- Comparing sourcing models and options
- Applying service integration and management to different sourcing approaches
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Closed book format
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course
From 2023, all PeopleCert Global Best Practice certifications must be renewed after three years.
Hands-on learning
Learners will engage with practical applications through:
- Real-world service design and delivery case scenarios
- Group activities to map value streams and analyse workflows
- Peer collaboration to understand sourcing models and service integration
- Guided instructor-led discussions on emerging technologies and practices
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under license from PeopleCert. All rights reserved.
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
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Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.