Introduction

The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.This 5-days course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.The course agenda covers the ITIL 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model. This training is designed to be a preperation for the ITIL Specialist - Create, Deliver & Support exam.

Course Objective of ITIL Specialist - Create, Deliver & Support

At the end of this program participants will be able to:

• Understand how to plan and build a service value stream to create, deliver, and support services
• Understand the planning and management of resources in the SVS
• Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams
• create, deliver, and support services
• Discover how to prioritize, structure, and coordinate work and activities
• service integration management (SIAM)

Target Audience of ITIL Specialist - Create, Deliver & Support

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

• Customer/User Experience (CX) Managers/Designers
• Account Managers
• Service Delivery Managers
• Service Level Managers
• Enterprise/Service and Solution Architects
• Business Analysts
• Project Managers
• Portfolio Managers
• Supplier Relationship Managers
• Vendor Managers
• Contract Managers.

Prerequisites for ITIL Specialist - Create, Deliver & Support

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. 

Course OIutline for ITIL Specialist - Create, Deliver & Support

Plan and build a service value stream to create, deliver, and support services

• Organisational structure
• Integrated/collaborative teams
• Team capabilities, roles, competencies
• Team culture and differences
• Working to a customer-orientated mindset
• Employee satisfaction management
• The value of positive communications

The use a ‘shift left’ approach

• Team collaboration and integration
• Workforce planning
• Results based measuring and reporting
• The culture of continual improvement
• Integration and data sharing
• Reporting and advanced analytics
• Collaboration and workflow
• Robotic process automation (RPA)
• Artificial intelligence and machine learning
• Continuous integration and delivery/deployment (CI/CD)
• Information models

Value stream to design, develop and transition new services

• Service design
• Software development and Management
• Deployment management
• Release management
• Service Validation and testing
• Change Enablement

value stream to provide user support

• Service desk
• Incident management
• Problem management
• Knowledge management
• Service level management
• Monitoring and event management

create, deliver, and support services

• Managing queues and backlogs
• Prioritizing work
• Buy vs build considerations
• Sourcing options
• Service integration and management (SIAM)