ITIL 4 – Create, Deliver, Support

IT Operations Manager; Service Desk Manager; Development Managers; Developers; Infrastructure Operations Engineer; Change and Release Manager; Incident Manager; Problem Manager; Service Transition Manager; Application Operations Engineer; Availability Manager; IT Coordinator; Network Systems Administrator; IT Support Manager; Technical Support Engineer; Information Security; Data Center Support Specialist and others.

By studying the CDS course you’ll learn how established practices can be improved, how services are developed, and users supported with value streams. Find out how to increase service efficiency and how to create an effective flow of work, use new technologies and approaches and create a culture that’s geared towards success.

Taking the online CDS course will help you to design and improve value streams and adapt the ITIL practices that will benefit the entire IT function and wider business strategy. You’ll learn how services are developed and how users are supported.

You’ll be able to use ITIL practices to measure service performance effectively, improving efficiency across teams, value streams and workflows.

Learn how to plan and manage resources into effective value streams, integrating new and evolving technologies such as robotics, AI, machine learning and advanced analytics. CDS will also help you to work more holistically, working with the methodologies and frameworks that best suit your organizations’ requirements, including Agile, DevOps and shift left.

Module 1 SVS Key Concepts and Challenges

• Lesson 1 – Organizational Structures
• Lesson 2 – Culture, Competencies, and Teams
• Lesson 3 – SVS Key Concepts and Challenges
• Lesson 4 – Shift-Left
• Lesson 5 – SVS Planning and Resource Management
• Lesson 6 – The Impact of Information and Technology on CDS Activities: Part 1
• Lesson 7 – The Impact of Information and Technology on CDS Activities: Part 2

 Module 2 – Value Streams for New Services

• Lesson 1 – Reviewing Service Value Chains and Service Value Streams
• Lesson 2 – Practices that Contribute to a Value Stream for a New Service
• Lesson 3 – Using the Practice Guides
• Lesson 4 – Change Enablement – Part 1
• Lesson 5 – Change Enablement – Part 2
• Lesson 6 – Service Design and Software Development and Management Practices
• Lesson 7 – Service Validation and Testing
• Lesson 8 – Release Management and Deployment Management

Module 3 – Value Streams for User Support

• Lesson 1 – Using a Value Stream to Provide User Support
• Lesson 2 – Practices that Contribute to a Value Stream for User Support
• Lesson 3 – Service Desk
• Lesson 4 – Incident Management
• Lesson 5 – Problem Management
• Lesson 6 – Knowledge Management
• Lesson 7 – Service Level Management
• Lesson 8 – Monitoring and Event Management

Module 4 – Know how to Create, Deliver and Support Services

• Lesson 1 – Managing the Workload
• Lesson 2 – Options for Service Delivery

Module 5 – Course Recap and Exam Preparation

Successful completion of this course and exam provides a standalone qualification or can be counted towards ITIL 4 Managing Professional designation.

• Candidates must hold the ITIL 4 Foundation certificate and be able to demonstrate that they have undertaken accredited training before taking the CDS exam.