CDS: ITIL® Specialist: Create, Deliver and Support

Course Information

Course Name

CDS: ITIL® Specialist: Create, Deliver and Support

Exam code

CDS

Duration

3 Days

Certification

ITIL® Managing Professional (MP)

Overview

The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL® 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods, and tools.

The ITIL® 4 Specialist: Create, Deliver and Support course is a 3-days course based on the ITIL® 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Create, Deliver, and Support certification exam. Exam voucher is included with this training.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

Audience Profile

The ITIL® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

Professionals with the following job titles are expected to benefit from this module:

• IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer

• Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager

Prerequisites

Please note: an ITIL® 4 Foundation certification is a pre-requisite for studying Create, Deliver and Support.

At Course Completion

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification:

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

• Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams

• Know how to create, deliver and support services

Course Outline

Module 1: Organization and Culture

• Organisational Structures

• Team Culture

• Continuous Improvement Culture

• Collaborative Culture

• Customer-Oriented Mindset

• Positive Communication

Module 2: Effective Teams

• Capabilities, Roles and Competencies

• Workforce Planning

• Employee Satisfaction Management

• Results-Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Service

• Integration and Data Sharing

• Reporting and Advanced Analytics

• Collaboration and Workflow

• Robotic Process Automation

• Artificial Intelligence and Machine Learning

• CI/CD

• Information Model

Module 4: Value Stream

• Anatomy of a Value Stream

• Designing a Value Stream

• Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

• Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

• Value Stream Model for Restoration of a Live Service

Module 7: Prioritize and Manage Work

• Managing Queues and Backlogs

• Prioritising Work

• Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

• Build or Buy

• Sourcing Models

• Service Integration and Management

All ITIL certification courses are conducted by certified trainers from Iverson.

Digital Methods acts as the official training partner and assists with program consultation, registration, coordination, scheduling, and administrative arrangements to ensure a seamless and professionally managed training experience.