ITIL® 4 Specialist: Create, Deliver, and Support - ITIL 4 CDS Online Course
The ITIL 4 CDS Course (Create, Deliver, and Support) 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.
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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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