Over 71,000 students
ITIL 4® Specialist: Create, Deliver and Support – CDS
Preparatory Course for the PeopleCert Certification Exam
- Duration:60 questions
- Portuguese
Corporate training clients
About the course
About the course
The ITIL 4 Specialist: Create, Deliver and Support training addresses cultural aspects, team management, and tools for product services, demonstrating the integration of practices into end-to-end value streams. It highlights that this is one of the five publications based on ITIL Foundation, focusing on different aspects of service management.
This training covers the core service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. It focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled products and services, while also covering supporting practices, methods, and tools.
Align digital services with business strategy
Integrate new technologies and embed Lean, Agile, and DevOps ways of working.
Who should attend
Who Should Attend
IT Operations Managers
Network Systems Administrators
Change and Release Managers, Problem/Incident Managers, and Service Desk Managers
Infrastructure Operations Engineers
Service Transition Managers and Availability Managers
Technical Support Engineers
Data Center Support Specialists
IT Coordinators
Certification & exam
Examination and Certification
This course includes the PeopleCert Exam in Portuguese. As mandated by Axelos, the course cannot be sold separately. The Retake (retest) must be purchased after acquiring the course + exam. With the retake, you guarantee a second chance in case of failure. Access our FAQ for more details: https://support.pmgacademy.com/kb/if-i-fail-the-exam-can-i-take-it-again-2nd-chance-or-retake/
- Prerequisite
- ITIL 4 Foundation Certification
- Level
- Specialist
- Available language
- Portuguese
- Track
- ITIL Practice Manager (PM), ITIL Managing Professional, and Master
- 99
Pass rate among PMG Academy students
Our students consistently outperform global averages. The content is developed by the official translator of the PeopleCert exam itself.
- 1y
Exam voucher validity
Your included PeopleCert exam voucher is valid for 12 months, giving you full flexibility to schedule when you’re ready.
- T2
Take2 re-sit option available
Optional Take2 re-sit and PeopleCert Plus Membership are available at checkout for complete peace of mind.
About the instructor
About the Instructor
15 years of excellence in training with over 71,000 successful students.
Adriano is an ITIL Master, consultant, and author of 6 books, bringing 25 years of experience and over 50 certifications in IT Management, Security, and Governance. As leader of the largest ITSM and DPSM community (over 220,000 YouTube subscribers), he combines his MBA from FGV—one of the world’s best business schools—with a specialization in Neuroscience to guide a global network of over 71,000 students. His mission is clear: to demystify complex management and transform technical knowledge into tangible value and market impact.
Official translator of the ITIL Foundation Guide (Version 5)
- 71k+
- Students trained
- 220k
- YouTube subscribers
- 25y
- Years of experience
Curriculum
What you will learn
-
00 Module 1 - Organization and Culture 14 lessons
- 1.1 Organization and Culture
- 1.2 Organizational Structures
- 1.3 Case Study Example – Cross-Functional Teams
- 1.4 Servant Leadership and Guiding Principles
- 1.5 Team Culture
- 1.6 Activity – Team Culture
- 1.7 Continuous Improvement Culture
- 1.8 Case Study Example – Continuous Improvement Culture
- 1.9 Collaborative Culture
- 1.10 Customer-Oriented Mindset
- 1.11 Activity – Customer-Oriented Mindset
- 1.12 Positive Communication
- 1.13 Recapping Organization and Culture
- 1.14 Quiz
-
01 Module 2 - Effective Teams 9 lessons
- 2.1 Effective Teams
- 2.2 Skills, Roles, and Competencies
- 2.3 Activity 1 – Capabilities, Roles, and Competencies
- 2.4 Workforce Planning
- 2.5 Activity 1 – Workforce Planning
- 2.6 Employee Satisfaction Management
- 2.7 Results-Based Measuring and Reporting
- 2.8 Recapping Effective Teams
- 2.9 Quiz
-
02 Module 3 - Information Technology to Create, Deliver and Support Services 14 lessons
- 3.1 Information Technology to Create, Deliver and Support Services
- 3.2 Data Integration and Sharing
- 3.3 Advanced Reporting and Analytics
- 3.4 Big Data, Dashboards, and Reporting
- 3.5 Collaboration and Workflow
- 3.6 Robotic Process Automation (RPA)
- 3.7 Artificial Intelligence
- 3.8 AIOps and Machine Learning
- 3.9 Activity 1 – Artificial Intelligence and Machine Learning
- 3.10 CI/CD
- 3.11 Activity 1 – CI/CD
- 3.12 Information Model
- 3.13 Recapping ITIL4CDS – Information Technology to Create, Deliver and Support Services
- 3.14 Quiz
-
03 Module 4 – Value Streams 7 lessons
- 4.1 Value Streams
- 4.2 Anatomy of a Value Stream
- 4.3 Structure of an ITIL Service Value Stream
- 4.4 Designing a Value Stream
- 4.5 Value Stream Mapping
- 4.6 Recapping – Value Streams
- 4.7 Quiz
-
04 Module 5 – Value Stream to Create, Deliver and Support Services 12 lessons
- 5.1 Value Stream to Create, Deliver and Support Services
- 5.2 Value Stream Model for Creation of a New Service
- 5.3 Step 1 – Acknowledge and Document Service Requirements
- 5.4 Step 2 – Evaluate Requirements and Decide Whether to Invest in the New Service
- 5.5 Step 3 – Design the New Service to Meet Customer Requirements
- 5.6 Step 4 – Build Service Components and Validate Them Against Business Needs
- 5.7 Step 5 – Modify Products and Services in Production
- 5.8 Step 6 – Release the New Service to Customers and Users
- 5.9 Activity 1 – Value Stream Model for Creation of a New Service
- 5.10 Activity 2 – Value Streams for Creation of a New Service
- 5.11 Recapping – Value Stream to Create, Deliver and Support Services
- 5.12 Quiz
-
05 Module 6 – Value Stream for User Support 12 lessons
- 6.1 Value Stream for User Support
- 6.2 Activity 1 – Value Stream Model for Restoration of a Live Service
- 6.3 Step 1 – Acknowledge and Register the User Query
- 6.4 Step 2 – Investigate the Query, Reclassify it as an Incident, and Attempt to Fix It
- 6.5 Step 3 – Obtain a Fix from the Specialist Team
- 6.6 Step 4 – Deploy the Fix
- 6.7 Step 5 – Verify that the Incident has been Resolved
- 6.8 Step 6 – Request Customer Feedback
- 6.9 Step 7 – Identify Opportunities for Improvement
- 6.10 Recapping – Value Stream for User Support
- 6.11 Quiz
- 6.12 Activity 1 – Value Streams to Modify an Existing Service
-
06 Module 7 – Prioritize and Manage Work 9 lessons
- 7.1 Prioritize and Manage Work
- 7.2 Managing Queues and Backlogs
- 7.3 Activity 1 – Managing Queues and Backlogs
- 7.4 Prioritizing Work
- 7.5 Swarming
- 7.6 Shift-Left Approach
- 7.7 Activity 1 – Shift-Left Approach
- 7.8 Recapping – Prioritize and Manage Work
- 7.9 Quiz
-
07 Module 8 – Commercial and Sourcing Considerations 10 lessons
- 8.1 Commercial and Sourcing Considerations
- 8.2 Build or Buy
- 8.3 Activity 1 – Build or Buy
- 8.4 Sourcing Models
- 8.5 Service Integration and Management (SIAM)
- 8.6 Activity 1 – Service Integration and Management
- 8.7 Recapping – Commercial and Sourcing Considerations
- 8.8 Quiz
- 8.9 Activity 1 – Build or Buy
- 8.10 About the Exam
Student reviews
Trusted by professionals at leading organizations
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March 10, 2026 As an Incident Manager working with the LATAM and NAM markets, this course provided a unique perspective on how I can apply ITIL practices within our BG. It was a very interesting journey that sparked new correlations and productive ideas.
Review written for the course ITIL® 4 Foundation
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February 27, 2026 I found the content covered very interesting, as well as Adriano's explanation. I can apply some of the practices in my daily work.
Review written for the course ITIL® 4 Foundation
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January 15, 2026 Top-notch course!!! Speechless.
Review written for the course ITIL® 4 Foundation
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