Course Overview
ITIL® 4 Specialist Create Deliver and Support (ITIL 4 CDS) 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.
The course agenda covers the following ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:
- Service design price and orchestration
- Software development and management
- Deployment management
- Release management
- Service validation and testing
- Change enablement
- Ensuring stakeholder satisfaction
- Service Desk
- Incident management – detection and resolution
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Who should attend
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
Roles include:
- Service Desk Directors/Managers;
- IT Infrastructure & Support Directors/Managers;
- Problem, Change, and Release Managers;
- DevOps Directors/Managers;
- Continual Improvement Program/Project Directors/Managers;
- Senior Service & Support Analysts;
- Process/Practice Owners;
- Service Level Management Directors/Managers
Prerequisites
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.
Please take a look at our ITIL V4 Foundation training
Course Objectives
Understand how to plan and build a service value stream to create, deliver, and support services:
- Learn the concepts and challenges that relate to organisational structure, team capabilities, roles, and culture across the SVS
- Understand the value of positive communications
- Understand the planning and management of resources in the SVS
- Understand the value and use of IT across the SVS
Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
- Learn how to design, develop, and transition a value stream using ITIL practices
- Learn how to better provide user support using ITIL practices
Learn how to create, deliver, and support services:
- Discover how to prioritize, structure, and coordinate work and activities
- Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
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