IT Management

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

Duration: 4 days
 
COURSE DESCRIPTION
 
The ITIL ® 4 Specialist: Create, Deliver and Support module is part of the Managing Professional stream for ITIL 4 and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Create, Deliver and Support 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 ITIL® 4 Specialist: Create, Deliver and Support course is a 4-days course based on the ITIL® 4 Specialist: Create, Deliver and Support exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Create, Deliver, and Support certification exam.
 
COURSE OBJECTIVE
 
The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver and Support exam specification: 
  • Understand how to plan and build a service value stream to create, deliver, and support services  
  • Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams  
  • Know how to create, deliver and support services
 
COURSE OUTLINE
 
Course Introduction 
Module 1: Organization and Culture
  • Organizational Structures 
  • Team Culture 
  • Continuous Improvement Culture 
  • Collaborative Culture 
  • Customer-Oriented Mindset 
  • Positive Communication
Module 2: Effective Teams
  • Capabilities, Roles and Competencies 
  • Workforce Planning 
  • Employee Satisfaction Management 
  • Results Based Measuring and Reporting
Module 3: Information Technology to Create, Deliver and Support Service 
  • Integration and Data Sharing 
  • Reporting and Advanced Analytics 
  • Collaboration and Workflow 
  • Robotic Process Automation 
  • Artificial Intelligence and Machine Learning 
  • CI/CD 
  • Information Model
Module 4: Value Stream
  • Anatomy of a Value Stream 
  • Designing a Value Stream
  • Value Stream Mapping
Module 5: Value Stream to Create, Deliver and Support Services
  • Value Stream for Creation of a New Service 
Module 6: Value Stream for User Support
  • Value Stream Model for Restoration of a Live Service 
Module 7: Prioritize and Manage Work
  • Managing Queues and Backlogs 
  • Prioritizing Work 
  • Shift-Left Approach
Module 8: Commercial and Sourcing Considerations
  • Build or Buy 
  • Sourcing Models 
  • Service Integration and Management
 
AUDIENCE
 
The ITIL ® 4 Specialist: Create, Deliver and Support course is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery. 
 
Professionals with following job titles are expected to benefit from this module: 
  • IT Operations Manager, Availability Manager, Service Desk, Service Managers, Service Architects, Security Manager, Technology Support teams, UX/UI Designer, Development Managers, Developers, Testers, Infrastructure Operations Engineer, Software Developer
  • Product owners, Project Managers, Business Relationship Manager; Customer Relationship Manager 
 
PREREQUISITES
For taking the ITIL® 4 Specialist: Create, Deliver and Support course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module.
 
 
CERTIFICATION
Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Create, Deliver and Support Certification
 
EXAMINATION
  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass (out of 40 available) – 70% 
  • 90 minutes duration (113 for non-native speakers)
  • Closed-book

  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