ITIL4-CDS: ITIL® 4 Specialist: Create, Deliver & Support

This ITIL 4 certification prepares students for the ITIL 4 Create Deliver & Support exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the syllabus, to be awarded the ITIL 4 Create, Deliver and Support qualification.

The ITIL 4 Create, Deliver and Support qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

The purpose of the ITIL 4 Create, Deliver and Support Qualification is:

• To provide the candidate with an understanding on how to integrate different value streams and activities
• To create, deliver and support IT-enabled products and services, and relevant practices, methods and tools
• To provide the candidate with an understanding of service performance, service quality and improvement methods.

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course

The target audience for this qualification is:

• 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
• Existing ITIL qualification holders wishing to develop their knowledge.

Module 1: Introduction

• Introduction
• ITIL CDS in the Value Chain

Module 2: Concept and Challenges

• 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
• The shift-left approach

Module 3: Plan and Manage Resources

• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement

Module 4: Information and Technology

• 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

Module 5: Value Streams General

• What is a Value Stream?
• Designing a Value Stream
• Value stream metrics

Module 6: Model Value Stream for New Service

• Model Value Stream for new services
• Service Design practice
• Software development and management practice
• Deployment management practice
• Release management practice
• Service validation and testing
• Change enablement

Module 7: Value Stream for User Support

• Use a value stream to provide user support
• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

Module 8: Manage Work and Activities

• Managing Work-in-progress and Backlogs
• Prioritizing Work
• ‘Build vs Buy’ considerations
• Sourcing Options
• Service integration and management

ITIL4-HVIT: ITIL4 High Velocity IT

ITIL 4 Specialist High Velocity IT (HVIT) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

ITIL4-DSV: ITIL4 Drive Stakeholder Value

ITIL 4 Specialist Drive Stakeholder Value (DSV) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

ITIL4-DPI: ITIL4 Direct, Plan And Improve

ITIL 4 Strategist Direct, Plan and Improve (DPI) provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

ITIL4-DITS: ITIL4 Digital And IT Strategy

The ITIL® 4 Digital & IT Strategy course is therefore aimed towards IT and business directors, heads of department, aspiring C-Suite professionals and other senior business leaders who want to strategically position an organization against digital disruptors, craft a digital vision and build a robust digital strategy for long term growth.

How ITIL4 Create, Deliver And Support course can benefit my organization? 

• The ITIL 4 Specialist Create, Deliver, and Support (CDS) course can benefit companies by providing ITSM professionals with the knowledge and skills to effectively manage the end-to-end delivery of IT-enabled and digital goods and services. Creating and managing value streams, including continuous improvement in the delivery process, and utilising tools and technology to assist service management are all examples of how to do this.

Why is feedback from stakeholders important in ITIL? 

• Gathering and using feedback from stakeholders, including customers, suppliers, and partners, is important in the Information Technology Infrastructure Library (ITIL) framework because it helps companies improve the delivery of IT services, align IT services with business goals, build trust and loyalty with stakeholders, and identify new opportunities for growth and innovation. By actively seeking and responding to stakeholder feedback, companies can enhance their reputation and improve the value they deliver to the organization.

What happens if you fail the ITIL exam?

• ITIL exams, especially at the intermediate level and beyond, are designed to be challenging and test your knowledge and understanding of the ITIL framework. If you fail an ITIL exam, it is important not to be discouraged and to focus instead on preparing for the next exam.