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Overview

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution.

The ITIL4 Specialist: Create, Deliver and Support (CDS) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of the Service Value Stream and the use of the Value Stream with a specific focus on the creation, delivery and support of new services, and the provisioning of user support.

Relevant supporting ITIL Practices to these value streams are examined. Team collaboration, integration and organizational cultural aspects critical to the success of the adoption of the value streams are discussed. The course also covers the management and prioritization of work through several techniques and scrutinizes the contribution of continual improvement.

This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business.
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What You'll Learn

On completion of this course,the following learning outcomes will be achieved:

  • Understand how to plan and build a value stream to create, deliver and support services
  • Know how ITIL practices contribute to create, deliver and support across the value streams
  • Know how to create, deliver and support services

Who Should Attend

The target audience for this course and qualification are:

  • ITSM managers, aspiring managers and practitioners developing their ITSM knowledge based on ITIL4
  • ITSM practitioners managing the operation of IT-enabled & digital product sand services, and those responsible for the end-to-end delivery
  • Individuals who are pursuing the ITIL Managing Professional designation
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Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination

Learning Journey

Coming Soon...

Module 1: Plan and Build a Service Value Stream

  • Organisational structures
  • Integrated/collaborative teams
  • Team roles and competencies
  • Team culture and differences
  • Customer-oriented mindset
  • Employee satisfaction management
  • Value of positive communication
  • Understand and use the shift-left approach
  • Team collaboration and integrations
  • Workforce planning
  • Results-based measuring and reporting
  • Culture of Continual Improvement
  • Integrated Service Management Tool sets
  • Integration and data sharing
  • Reporting and advanced analytics
  • Collaboration and workflow
  • Robotic process automation,AI and machine learning
  • CI/CD
  • Information Models

Module 2: ITIL Practices and the Service Value Streams

Value Stream Model 1: Value stream to design, develop and transition new services and the contribution of specific practices to the value stream

  • Service Design
  • Software development and management
  • Deployment management
  • 4. Release management
  • Service validation and testing
  • Change enablement

Module 3: ITIL Practices and the Service Value Streams (Continued)

Value Stream Model 2: Value stream to provide user support and the contribution of specific practices to the value stream

  • Service Desk
  • Incident Management
  • Problem Management
  • Knowledge Management
  • Service Level Management
  • Monitoring and Event Management

Module 4: Create, Deliver and Support Services

  • Coordinate, prioritize and structure work and activities
  • Managing queues and backlog
  • Buy vs Build Considerations
  • Sourcing Options
  • Service Integration and Management (SIAM)
Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Create, Deliver and Support certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass  (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

Frequently Asked Questions (FAQs)

  • Why get ITIL certified?

    ITIL is the world's leading framework for IT service management (ITSM). ITIL certifications validate your knowledge and skills in aligning IT services with business needs, improving efficiency, enhancing customer satisfaction, and reducing costs.

    ITIL-certified professionals are highly sought after by organizations seeking to optimize their IT operations and deliver value to their stakeholders.

  • What to expect for the examination?

    ITIL certification exams generally consist of multiple-choice questions that test your knowledge and understanding of ITIL concepts, principles, and processes.

    Some exams may also include scenario-based questions that assess your ability to apply ITIL practices in practical situations.

    Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • How long is ITIL certification valid for?

    The validity of your ITIL certification depends on the certification level:

    ITIL Foundation: The ITIL Foundation certification does not expire. It is considered a lifelong qualification, and there is no requirement for recertification.

    ITIL Intermediate, Managing Professional, and Strategic Leader: These certifications are valid for three years from the date of passing the exam. After three years, you must renew your certification by completing additional training or passing relevant exams to demonstrate that you have kept up-to-date with the evolving ITIL practices.

    ITIL Master: The ITIL Master certification does not expire, but it's essential to maintain your skills and stay current with industry trends and best practices to continue excelling in the IT service management domain.

    Note: Certification requirements and policies may be updated by ITIL from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 16 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

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Course Curriculum

Course Curriculum

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Exam & Certification

Exam & Certification

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