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

All courses listed are available in a Self-Paced Study Format. Courses are also available On Demand, meaning the course can be scheduled and delivered as a dedicated corporate group session, based on a minimum number of students per session. For On Demand courses, please contact us for more information.

Course 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.

Prerequisites and 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)

Duration

This is a 3 day course when run as an instructor-led course, with an exam voucher issued for students to schedule their exams at a date/time/location that is convenient for them once the course has completed.

Audience

This course is intended as advanced specialized training for existing ITIL® 4 certified candidates and the following audience:

  • 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

    Program Objective

    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)

    Program Material

    • 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

    OPTIONAL

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