ITIL® 4 Specialist: Create, Deliver, and Support Training

This ITIL 4 Specialist: Create, Deliver, and Support (CDS) course covers the 'core' service management activities and 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 and an understanding of service quality and improvement methods.

ITIL® 4 Specialist: Create, Deliver, and Support Training Delivery Methods

• In-Person

• Online

ITIL® 4 Specialist: Create, Deliver, and Support Training Course Information

• ITIL® 4 Specialist: Create, Deliver, and Support Training Course Benefits

  • Plan and build a service value stream to create, deliver and support service
  • Identify how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams
  • Create, deliver, and support services
  • Practice exams, prep questions, and additional resources included
  • Continue learning and face new challenges with after-course one-on-one instructor coaching

• ITIL® 4 Specialist: Create, Deliver, and Support Training Course Prerequisites

  Accredited training for the ITIL Managing Professional modules is mandatory to enable a complete understanding of the core material. All modules have ITIL 4 Foundation as a prerequisite.

• ITIL® 4 Specialist: Create, Deliver, and Support Training Exam Information

  The course prepares you for the ITIL 4 Specialist: Create, Deliver, and Support exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.

  You will be provided with an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert ® web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.

ITIL 4 Specialist CDS Course Outline

Module 1: Key Concepts of Service Management

In this module, you will learn about:

• Planning and building a service value stream
  
• Organizational structure
• Integrated/collaborative teams
• Team capabilities, roles, and competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Managing employee satisfaction
• The value of positive communications
• Understanding how to use a "shift-left" approach
• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement
• Integration and data sharing
• Robotic Process Automation (RPA)
• Artificial Intelligence

Module 2: CDS — ITIL Practices Across the Service Value Stream

In this module, you will learn about:

• Describing a value stream
• Combining and decomposing value stream steps
• Considerations for designing the value stream
• Practices in the value stream
• The value stream for user support

Module 3: Create, Deliver, and Support Services

In this module, you will learn about:

• Managing queues and backlogs
• Prioritizing work
• Commercial and sourcing considerations
• Defining sourcing requirements
• Vendor selection techniques
• Inviting internal providers to vendor selection
• Sourcing models
• Service integration and management considerations