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ITIL® 4 Specialist Create, Deliver & Support (CDS) Training Course

Integrates New Technologies Into IT & Digital Services With ITIL® 4

Introduction

Our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) training course will explain the core service management activities and expand on the current scope of the ITIL® framework to cover the creation of services.

The ITIL® 4 Specialist Create, Deliver And Support (CDS) training course will focus on the integration of different values 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 (CDS) training course covers service performance and will give you an understanding of service quality and improvement methods. It will also enable IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

The ITIL® 4 Specialist Create, Deliver And Support (CDS) training course is aimed at IT Service Management Practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery.

If you would like a full understanding of the core materials, then attendance on our ITIL® Managing Professional module training courses is mandatory.

Purple Griffon has created a series of free one-hour overviews for each ITIL® 4 training course, which explains what the training course covers and provides insight into the format and content.

If you are already certified in ITIL® V3 but haven't transitioned yet, our videos may give you extra motivation to update to the new certification level.

ITIL® 4 Foundation Webinar
ITIL® 4 Managing Professional Transition Module Webinar
ITIL® 4 Specialist: Create, Deliver & Support Webinar
ITIL® 4 Specialist: Drive Stakeholder Value Webinar
ITIL® 4 Strategist: Direct, Plan & Improve Webinar
ITIL® 4 Specialist: High Velocity IT Webinar
ITIL® 4 Leader: Digital & IT Strategy Webinar

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
£1295Excl. VAT

Course Outline

By the end of the ITIL® 4 Specialist Create, Deliver & Support (CDS) training course, you will be able to:

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:

• Organisational 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

    1.2 Understand how to use a ‘shift left’ approach

    1.3 Know how to plan and manage resources in the service value system:

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

      1.4 Understand the use and value of information and technology across the service value system:

      • 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

        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

        • Service design
        • Software development and Management
        • Deployment management
        • Release management
        • Service Validation and testing
        • 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

          • Service desk
          • Incident management
          • Problem management
          • Knowledge management
          • Service level management
          • Monitoring and event management

            3. Know how to create, deliver and support services

            3.1 Know how to co-ordinate, prioritise and structure work and activities to create deliver and support services, including:

            • Managing queues and backlogs
            • Prioritising work

            3.2 Understand the use and value of the following across the service value system:

            • Buy vs build considerations
            • Sourcing options
            • Service integration and management (SIAM)

              Description

              The ITIL® 4 Specialist Create, Deliver And Support (CDS) qualification will provide you 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. It will also provide you with with an understanding of service performance, service quality and improvement methods.

              About the Course

              Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is an excellent introduction to how to manage the service value chain across the various ITIL® lifecycle stages and understand how practices underpin service value streams.

              Practices Covered In ITIL® 4 Specialist Create, Deliver & Support (CDS):

              Change Enablement, Deployment Management, Incident Management, Knowledge Management, Monitoring & Event Management, Problem Management, Release Management, Service Design, Service Desk, Service Level Management, Service Validation & Testing, Software Development & Management.

              Who Should Attend

              Our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course is suitable for:

              • Professionals continuing their journey In IT Service Management (ITSM).
              • ITSM Managers or 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 like Project Managers wishing to develop their knowledge

              Materials Provided

              Purple Griffon will provide you with full ITIL® 4 Specialist Create, Deliver & Support (CDS) materials including:

              • Pre-reading
              • A Full Course Manual
              • The Official TSO ITIL® 4 Handbook
              • CDS Glossary
              • Mock-Examination
              • Exercises

              Organisational Benefits

              The organisational benefits of our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course include:

              • Staff have the most up to date knowledge of ITIL® Best Practice and how to apply it within your organisation
              • Improved efficiencies
              • More motivated staff
              • Increased customer satisfaction and retention

              Individual Benefits

              The personal benefits of our ITIL® 4 Specialist Create, Deliver & Support (CDS) training course 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

              The ITIL® 4 Foundation certificate is the prerequisite for the ITIL® 4 Specialist Create, Deliver & Support (CDS) training course.

              Prereading

              There is no pre-reading prior to attending the ITIL® 4 Specialist Create, Deliver & Support (CDS) training course, however, revision of your ITIL® 4 Foundation level materials would be useful to reinforce your existing level of knowledge of ITIL® 4.

              Exam Overview

              The ITIL® 4 Specialist Create, Deliver & Support (CDS) examination 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.
              Pass Mark: is 70% or higher – 28/40 marks or above

              The ITIL® 4 Specialist Create, Deliver & Support (CDS) exam is normally held on the final day of the training course and is organised by the AXELOS Examination Institute partner, PeopleCert

              Exam Type

              Classroom Exam

              Professional Development Units - PDUs

              There are no professional qualification credits attached to the ITIL® 4 Specialist Create, Deliver & Support (CDS) Certificate.

              Qualifications

              ITIL® 4 Specialist Create, Deliver & Support (CDS) Certification

              Conclusion

              Congratulations! If you pass the exam, then you will be awarded the ITIL® 4 Specialist Create, Deliver & Support (CDS) certification. Your next steps should be the other ITIL® 4 Managing Professional training courses.

              ITIL® 4 Specialist Create, Deliver & Support (CDS) Course Dates

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