ITIL® 4 Specialist: Create Deliver and Support (CDS) Certification Program
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 integrates concepts from other industry best practices such as Lean, Agile and DevOps.
The advanced-level ITIL® 4 Managing Professional courses have 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.
Duration
- This is a 3-day instructor-led virtual or classroom course
- Students will receive an exam voucher that allows them to schedule their ITIL® 4 Specialist: Create Deliver and Support exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)
Delivery Methods
- Instructor led virtual or classroom environment with a recommended maximum of 8 students per session
- Self-paced study format via a Learning Management System
Prerequisites
- The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
- Attendance in an accredited training course for this module and successful completion of the certificate exam
- Exam details:
- 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)
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 ITIL® 4 Specialist: Create Deliver and Support (CDS) course provides an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, along with relevant practices, methods and tools.
The course learning objectives 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
Course Content
The ITIL® 4 Create Deliver and Support (CDS) course includes the following content:
- 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:
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- 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:
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- 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:
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- 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:
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- 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:
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- 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:
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- Buy vs build considerations, sourcing options, service integration and management (SIAM)
Program Material
- Digital copy of the learner materials, study-aids and sample exam
- Digital copy of the official ITIL® 4 Specialist: Create, Deliver and Support core publication
- Certification exam voucher
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