ITIL® 4 Specialist: Create, Deliver and Support (ITIL4 CDC)

Duration 4 Days
 
 
COURSE DESCRIPTION
 
The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation. This 4-day course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.
 
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 organizational 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)
 
COURSE OUTLINE
  • 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
 
 
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. To look at available dates for the ITIL 4 Foundation certification course.
 
 
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
 
EXAM & CERTIFICATION
  • The exam is administered by PeopleCert.
  • The exam is a 90-minute (113 mins for non-native speakers), 40-question, multiple-choice exam scheduled on the last day of the course, and is administered by an independent examination body. 
  • A passing mark of 70% or higher (28 marks or above) is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.
  • You will attain 18 professional development units (PDUs) for Project Managers.

  Course Duration

         4 Days

 Price List

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  Available Schedule

21 - 24 Jan 2020
02 - 05 Mar 2020
26 - 29 May 2020
14 - 17 Jul 2020
07 - 10 Sep 2020
27 - 30 Oct 2020