ITIL® 4 Specialist: Create Deliver and Support (CDS) – English

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.

• To qualify for this advanced training module, the candidates MUST hold their ITIL® 4 Foundation certification
• Attendance in an accredited training course for this module and successful completion of the certificate exam
• Exam details:
• Exam voucher issued to be scheduled via remote proctor by the student at a date/time/location that is convenient to the student (web-cam and internet access required)
• 90 minutes
• Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
• ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)

The learning outcomes covered in the ITIL® 4 Specialist: Create, Deliver and Support course 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

The content covered in the ITIL® 4 Specialist: Create, Deliver and Support course includes:

• 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)

• Online access to the course content for a 12 month period
• 3 hours of coaching time with an accredited trainer, to be arranged between the student and the accredited trainer/coach
• Sample exam
• Certification exam voucher

• The ITIL® 4 Specialist: Create, Deliver and Support publication, (though not mandatory), is highly recommended reading in support of this advanced training
• ISBN: 9780113316335