ITIL® 4 Specialist: Create, Deliver & Support

Course Overview

The ITIL® 4 Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve the ITIL® 4 Managing Professional (MP) designation.

This is an instructor-led course delivered live in a classroom or live virtually.  The course includes a combination of interactive lectures and group discussions, quizzes, sample exams, and test taking strategies to prepare you to pass the official examination leading to certification.

 * Note     5 Half Days Live Virtual or 3 Full Days Onsite Instructor Led

                       Live Virtual or Instructor Led

Schedule

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Who Should Attend

This course is designed for IT service management practitioners who are seeking to obtain the ITIL® Managing Professional (MP) designation, and/or have responsibility for the operation of IT-enabled and digital services, or for end-to-end services support and delivery.

Roles include: Service Desk Directors/Managers, IT Infrastructure & Support Directors/Managers, Problem, Change, and Release Managers, DevOps Directors/Managers, Continual Improvement Program/Project Directors/Managers, Senior Service & Support Analysts, Process/Practice Owners, Service Level Management Directors/Managers.

Prerequisites

This course requires you to have successfully attained your ITIL® 4 Foundation Certificate. You will need to provide a copy of your Foundation Certificate upon registration for admission into this course.

Objectives

In this course you will:

  • Understand how to plan and build a service value stream to create, deliver, and support services
  • Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the ITIL® 4 Service Value System (SVS)
  • Understand the value of positive communications
  • Understand the planning and management of resources in the SVS
  • Understand the value and use of IT across the SVS
  • Discover how relevant ITIL® practices contribute to creation, delivery, and support across the SVS and value streams
  • Learn how to design, develop, and transition a value stream using ITIL® practices
  • Learn how to better provide user support using ITIL® practices
  • Learn how to create, deliver, and support services:
  • Discover how to prioritize, structure, and coordinate work and activities
  • Understand build versus buy considerations, sourcing options, and service integration management (SIAM)
  • Understand the following ITIL® 4 practices: Service Design, Software Development and Management, Deployment Management, Release Management, Service Validation and Testing, Change Enablement, Service Desk, Incident Management, Problem Management, Knowledge Management, Service Level Management, Monitoring and Event Management

Course Outline