ITIL4 Specialist – Create, Deliver and Support (CDS) - ITIL4 CDS Course Outline

(3 Days )

Overview

The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services.

ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.

The advanced-level ITIL® 4 Managing Professional courses been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream:

  • ITIL® 4 Specialist: Create, Deliver and Support

  • ITIL® 4 Specialist: Drive Stakeholder Value

  • ITIL® 4 Specialist: High Velocity IT

  • ITIL® 4 Strategist: Direct Plan and Improve

The ITIL® 4 Specialist: Create, Deliver and Support course provides practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows. This course has a focus on the following aspects of the ITIL® 4 Service Value Chain:

  • Design & Transition

  • Obtain & Build

  • Deliver & Support

This is a full training package that includes the knowledge transfer as well as the associated certification exam.

Audience Profile

  • Individuals continuing their journey in service management

  • ITSM managers, directors and process owners/managers

  • ITSM practitioners managing the operation of IT-enabled & digital products and services

  • Existing ITIL ® qualification holders wishing to develop their knowledge

  • Individuals managing the operation of IT-enabled services

  • Individuals responsible for the delivery of products and services, including development, deployment and monitoring and support

  • Individuals responsible to ensure that services are delivered and supported according to agreed service levels

Prerequisites

  • The candidate must have passed the ITIL® 4 Foundation examination

  • Attendance in an accredited training course for this module and successful completion of the certificate exam

At Course Completion

The ITIL® 4 Specialist: Create Deliver and Support (CDS) course provides an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, along with relevant practices, methods and tools.

The course learning objectives include:

  • Understanding how to plan and build a service value stream to create, deliver, and support services

  • Knowing how the relevant ITIL® practices contribute to the creation, delivery and support across the Service Value System and value streams

  • Knowing how to create, deliver and support services

Course Outline

The ITIL® 4 Create Deliver and Support (CDS) course includes the following content:

  • How to plan and build a service value stream to create, deliver and support services by:

  • Understanding the concepts and challenges across the service value system, including:

    • Organizational 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

  • Understanding how to use a ‘shift left’ approach

  • Knowing how to plan and manage resources in the service value system through the techniques of:

    • Team collaboration and integration

    • Workforce planning

    • Results based measuring and reporting

    • The culture of continual improvement

  • Understanding the use and value of information and technology across the service value system, including:

    • 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

  • How 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

  • How 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

How to create, deliver and support services through:

  • Co-ordinating, prioritizing and structuring work activities to create deliver and support services, including the management of queues and backlogs and prioritizing work

  • Understanding the use and value across the service value system of:

    • Buy vs build considerations, sourcing options, service integration and management (SIAM)