ITIL4 Specialist Create, Deliver and Support (CDS) Training Course

The ITIL4 Specialist Create, Deliver and Support (CDS) Training Course increases understanding of service performance, service quality and improvement methods.

Introduction

This module covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. This 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.

This module will also cover service performance and will give practitioners an understanding of service quality and improvement methods.

It will enable IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

ITIL Specialist Create, Deliver and Support is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material.

All modules have ITIL 4 Foundation as a pre-requisite.

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Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1595Excl. VAT

Course Outline

By the end of the course the delegate will:

1. Understand how to plan and build a service value stream to create, deliver and support services
1.1 Understand the concepts and challenges relating to the following across the service value system:
a) Organisational structure
b) Integrated/collaborative teams
c) Team capabilities, roles, competencies
d) Team culture and differences
e) Working to a customer-orientated mindset
f) Employee satisfaction management
g) The value of positive communications
1.2 Understand how to use a ‘shift left’ approach
1.3 Know how to plan and manage resources in the service value system:
a) Team collaboration and integration
b) Workforce planning
c) Results based measuring and reporting
d) The culture of continual improvement
1.4 Understand the use and value of information and technology across the service value system:
a) Integrated service management toolsets
b) Integration and data sharing
c) Reporting and advanced analytics
d) Collaboration and workflow
e) Robotic process automation (RPA)
f) Artificial intelligence and machine learning
g) Continuous integration and delivery/deployment (CI/CD)
h) Information models
2. Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
2.1. Know how to use a value stream to design, develop and transition new services
2.2 Know how the following ITIL practices contribute to a value stream for a new service
a) Service design
b) Software development and Management
c) Deployment management
d) Release management
e) Service Validation and testing
f) Change Enablement
2.3 Know how to use a value stream to provide user support
2.4 Know how the following ITIL practices contribute to a value stream for user support
a) Service desk
b) Incident management
c) Problem management
d) Knowledge management
e) Service level management
f) Monitoring and event management
3. Know how to create, deliver and support services
3.1 Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
a) Managing queues and backlogs
b) Prioritizing work
3.2 Understand the use and value of the following across the service value system:
a) Buy vs build considerations
b) Sourcing options
c) Service integration and management (SIAM)

Description

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.

About the Course

The first course and exam will be available from early 2020.

Who Should Attend

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.

Materials Provided

Full course materials be provided including:

  • Course training manual
  • Official CDS course book
  • Exercises
  • CDS glossary

Organisational Benefits

Organisational benefits of passing the 'ITIL4 Specialist Create, Deliver and Support certificate' exam include:

  • Staff having the most up to date knowledge of ITIL Best Practice

Individual Benefits

Personal benefits of passing the 'ITIL4 Specialist Create, Deliver and Support certificate' exam include:

  • Understanding how to plan and build a service value stream to create, deliver and support services
  • Knowing how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams
  • Knowing how to create, deliver and support services

Prerequisites

ITIL4 Foundation is a prerequisite for undertaking the 'ITIL4 Specialist Create, Deliver and Support certificate' training course.

Prereading

Further details of the 'ITIL4 Specialist Create, Deliver and Support certificate' training course will be released during 2020

Exam Overview

The exam will comprise of:
  • Duration: 90 minutes, closed book
  • Number of questions: 40
  • Marks: Each question is worth 1 mark. There are 40 marks available.
  • There is no negative marking.
  • Provisional pass mark: 70% or higher – a raw score of 28 marks or above

The exam is normally held at the end of the classroom course and is organised by the AXELOS Examination Institute partner, PeopleCert

Exam Type

Classroom Exam

Professional Development Units - PDUs

Further details of the 'ITIL4 Specialist Create, Deliver and Support certificate' training course will be released during 2020

Qualifications

ITIL4 Specialist Create, Deliver and Support certificate

Next Steps

Following on from the 'ITIL4 Specialist Create, Deliver and Support certificate' training course are 3 other courses at this level. Achieving passed on all 4 course will qualify you as an ITIL4 Managing Professional.

Conclusion

The 'ITIL4 Specialist Create, Deliver and Support certificate' training course is your next step after the ITIL Foundation

ITIL4 Specialist Create, Deliver and Support (CDS) Course Dates

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