ITIL® 4 Specialist: Create, Deliver and Support Course
The ITIL 4 Create, Deliver, and Support (CDS) qualification is intended to provide the candidate with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods, and tools.
This course includes:
- Interactive Training Method
- 100+ Practice Questions
- Certified Trainer
- Convenient Delivery Option
- 24/7 Learner Support
- Content Designed by Industry Experts
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Course Details
ITIL4 CDS Course Objective
ITIL4 CDS will help you to:
- Improve existing processes
- Effectively manage IT Teams
- Optimize value streams and workflows
- Align digital services with business strategy
- Improve how services are developed
- Integrate new technologies
- Embed, Lean, Agile, DevOps ways of working
Targeted Audience
ITIL 4 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.
- IT/digital operational managers
- Anyone responsible for IT / digital delivery, development, deployment, or monitoring and support
- Anyone responsible for SLA delivery
Delivery Method
Online Training
- Duration: 5 Days
- Exam Simulation
- Practice Test
- Group Activity (Break-out Session) after each lesson
- Access to additional References – Glossary/ Recommended Reading/ Syllabus
- Material language will be in English
Exam & Certification
Exam Prerequisite
- ITIL® Foundation Certificate in IT Service Management OR
ITIL® 4 Managing Professional Transition Certificate - Training through an Accredited Training Organisation
Exam Format
ITIL 4 Create, Deliver, and Support (CDS)
- Objective testing
- 40 questions, each worth 1 mark
- 28 questions correct (70%) to pass the exam
- 90 minutes
- Closed Book
Course Outline
- Components of ITIL V4
- SVS - The Service Value Chain
- SVS - The ITIL Practices
- SVS - The ITIL Guiding Principles
- SVS - Governance
- SVS - Continual Improvement
- ITIL 4 Foundation Recap
- Organisations, People & Culture
- Building Effective Teams
- Developing Team Culture
- Customer Orientation: Putting the Customer First
- Positive Communication
- Challenges
- Integration & Data Sharing
- Reporting & Advance Analytics
- Collaboration & Workflow
- Robotic Process Automation
- Artifical Intelligence
- Machine Learning
- Contiguous Integration, Continuous Delivery & Continuous Deployment
- The Value of an Effective Information Model
- Anatomy of an Information Model
- Automation of Service Management
- ITIL Service Value Streams
- Development of a New Service
- Upgrade or Restoration of a Live Service
- Using Value Streams to Define Minimum Viable Practice
- Prioritizing & Managing Work
- Shift-left Approach
- Commercial & Sourcing Considerations
- Defining Requirements for Service Components
- Sourcing Models & Options
- Service Integration & Management
- Service Design
- Software Development & Management
- Deployment Management
- Release Management
- Service Validation & Testing
- Change Enablement
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Service Level Management
- Monitoring & Event Management
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