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

• Understand the concepts and challenges relating to the following across the service value system:
  • 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
•  Understand how to use a ‘shift left’ approach
• Know how to plan and manage resources in the service value system:
  • Team collaboration and integration
  • Workforce planning
  • Results based measuring and reporting
  • The culture of continual improvement
• Understand the use and value of information and technology across the service value system:
  • Integrated service management toolsets
  • 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
• Know how to use a value stream to design, develop and transition new services
• Know how the following ITIL practices contribute to a value stream for a new service:
  • Service design
  • Software development and Management
  • Deployment management
  • Release management
  • Service Validation and testing
  • Change Enablement
• Know how to use a value stream to provide user support
• Know how the following ITIL practices contribute to a value stream for user support:
  • Service desk
  • Incident management
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management
• Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including:
  • Managing queues and backlogs
  • Prioritizing work
• Understand the use and value of the following across the service value system:
  • Buy vs build considerations
  • Sourcing options
  • Service integration and management (SIAM) 

The course will help students to understand: -

• Understand how to plan and build a service value stream to create, deliver and support services
• Know how relevant ITIL 4 practices contribute to creation, delivery and support across the SVS and value streams
• Know how to create, deliver and support services
• Preparation to sit the ITIL 4 Create, Deliver, Support examination
• Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
• Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
• Preparation to sit the ITIL 4 foundation examination

Candidates must hold the ITIL 4 Foundation certificate.

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery