ITIL4® Specialist - Create, Deliver and Support (CDS)

Learn how to create services and assure continual value co-creation using the latest ITSM framework, as well as Agile and Lean delivery principles.
Overview

Create, Deliver and Support is the ITIL4 Specialist course that focuses on understanding how to create service value streams to support and deliver value to the customer. It deals with the creation of the value streams themselves, the organisation, information and technology to make them a reality and the practices that contribute towards the delivery.

Using ITIL4 principles and practices service delivery can be be aligned with demand for value from the customer, resources can be best utilised and techniques, such as Shift Left, leveraged to increase capability throughout the organisation.

Course Code
ITIL43CDS
Duration
3 Days
Delivery Style
Classroom
Course Type
Public or Private
Max Delegates
12
Available as Nutshell
No

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Purpose of this course

To provide insight into how ITIL4 supports business value creation through a lean, value-stream driven approach to creating and delivering IT services. Application of the course material can aid any organisation in streamlining and improving their operational capability.

Who is this course for

Delegates involved in the design, development, transitioning and operation of services would all benefit from this course's integrated, value stream driven approach to creating and delivering value through services.

You will learn how to
  • Apply the Service Value System in support of delivering services.
  • Understand the role of a variety of practices in delivering services to the organisation.
  • Recognise and apply principles from the Service Management Dimensions in the Create, Deliver and Support context.
  • Prepare for the ITIL4 Specialist - Create, Deliver and Support exam.
Benefits for your organisation

Increase ROI from staff by receiving services that are being optimised and service delivery practices that are value focused and cost-effective, through the application of the concepts within the course.

Benefits for you as an individual
  • Be able to apply industry recognised and valued service management principles in the scope of Create, Deliver and Support and contribute to the value creation within the organisation.
  • Achieve an industry recognised and respected qualification in IT Service Management.
Plan and build a service value stream to create, deliver and support
services considering:
  • Team building, culture and collaboration.
  • Customer-oriented focus.
  • Organisational structure.
  • Employee satisfaction.
  • Use of 'Shift Left' in service delivery and support.
  • Manage resources including workforce management and continual improvement.
  • Apply information and technology including AI and machine learning, information and workflow management and robotic process automation.
Use a value stream to design, develop and transition new services, including use of appropriate practices to support this:
  • Service Design.
  • Release Mgmt.
  • Deployment Mgmt.
  • Testing and Validation.
  • Change Control.
Use value streams to provide support for services including the use of appropriate practices to support this:
  • Service Desk.
  • Incident Mgmt.
  • Problem Mgmt.
  • Knowledge Mgmt.
  • Service Level Mgmt.
  • Monitoring and Event Mgmt.
Co-ordinate and prioritise work in order to deliver services including Backlog Mgmt.
 
Service acquisition and sourcing, including buy or build decisions and the application of SIAM.
Prerequisites

Delegates must have obtained a PASS in the ITIL4 Foundation certificate prior to attending this course. Prior experience in an IT service delivery organisation may be advantageous but is not a requirement.

Pre-course work required

Pre-course reading based on the ITIL4 Specialist - Create, Deliver and Support publication.

More about the exam
  • PeopleCert Exam: ITIL4 Specialist - Create, Deliver and Support
  • 90 Minutes, 40 questions, Objective Test Questions [multiple choice, 1 correct answer]
  • Pass mark: 28/40 or 70%

About the Lead Trainer

Adam White-Bower

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.