25 - 29 May 2025
Istanbul (Turkey)
Hotel : DoubleTree by Hilton Istanbul Esentepe
Cost : 5775 € Euro
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.
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)
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.
For this course you are required to have successfully attained your ITIL 4 Foundation certificate.
day 1 : 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
day 2 : 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
day 3 : 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
day 4 : value stream to provide user support
Service desk
Incident management
Problem management
Knowledge management
Service level management
Monitoring and event management
day 5 : create, deliver, and support services
Managing queues and backlogs
Prioritizing work
Buy vs build considerations
Sourcing options
Service integration and management (SIAM)