ITIL® 4 Specialist: Create, Deliver, Support + exam
- Course Code ITIL4CDS
- Duration 3 days
Course Delivery
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Course Delivery
This course is available in the following formats:
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Elearning (Self-paced)
Self paced electronic learning
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThis 3-day ITIL® 4 Specialist: Create, Deliver, Support (CDS) course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course Schedule
Top-
- Delivery Format: Public Classroom
- Date: 10-12 May, 2023
- Location: NL-Zoetermeer
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- Delivery Format: Public Classroom
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Date:
07-09 June, 2023
Guaranteed To Run
- Location: 1-Mechelen (Battelsesteenweg 455-B)
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- Delivery Format: Virtual Learning
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Date:
07-09 June, 2023
Guaranteed To Run
- Location: Virtual
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- Delivery Format: Public Classroom
- Date: 07-09 August, 2023
- Location: 1-Mechelen (Battelsesteenweg 455-B)
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- Delivery Format: Virtual Learning
- Date: 07-09 August, 2023
- Location: Virtual
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- Delivery Format: Public Classroom
- Date: 11-13 December, 2023
- Location: 1-Mechelen (Battelsesteenweg 455-B)
Target Audience
Top- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
Course Objectives
TopThe course will help students to understand:
- Understand how to plan and build a service value stream to create, deliver and support services
- Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
- Know how to create, deliver and support services
- Preparation to sit the ITIL 4 Create, Deliver, Support examination
Course Content
TopUnderstand the concepts and challenges relating to the following across the service value system:
- Organisational structure
- Integrated/collaborative teams
- Team capabilities, roles, competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Employee satisfaction management
- The value of positive communications
Understand how to use a ‘shift left’ approach
Know how to plan and manage resources in the service value system:
- Team collaboration and integration
- Workforce planning
- Results based measuring and reporting
- The culture of continual improvement
Understand the use and value of information and technology across the service value system:
- Integrated service management toolsets
- Integration and data sharing
- Reporting and advanced analytics
- Collaboration and workflow
- Robotic process automation (RPA)
- Artificial intelligence and machine learning
- Continuous integration and delivery/deployment (CI/CD)
- Information models
Know how to use a value stream to design, develop and transition new services
Know how the following ITIL practices 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
Know how to use a value stream to provide user support
Know how the following ITIL practices contribute to a value stream for user support:
- Service desk
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
- Managing queues and backlogs
- Prioritizing work
- Understand the use and value of the following across the service value system:
- Buy vs build considerations
- Sourcing options
- Service integration and management (SIAM)
Course Prerequisites
TopTest Certification
Top90 minutes, 40 multiple choice questions. Pass mark 28/40 – 70%
The exam is included in the course fee.
Follow on Courses
Top- ITIL4DITS, ITIL® 4 Leader: Digital and IT Strategy + examen
- ITIL4DPI, ITIL® 4 Strategist: Direct, Plan, Improve + examen
- ITIL4DSV, ITIL® 4 Specialist: Drive Stakeholder Value + examen
- ITIL4HVIT, ITIL® 4 Specialist: High Velocity IT + examen
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- ITIL4CDS
- ITIL® 4 Specialist: Create, Deliver, Support + exam
- Service Management & ITIL
- ITIL® 4 Specialist: Create, Deliver, Support + exam | Global Knowledge
- ITIL & Service Management
