ITIL® 4 Specialist: Create, Deliver, and Support Training
Course Outline
This ITIL 4 Specialist: Create, Deliver, and Support (CDS) course covers the 'core' service management activities and the 'creation' of services. It focuses on integrating different value streams and activities to create, deliver, and support IT-enabled products and services while also covering supporting practices, methods, and tools and an understanding of service quality and improvement methods.
This course is part of the ITIL Practice Manager Certification course series.
ITIL® 4 Specialist: Create, Deliver, and Support Training Benefits
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In this ITIL 4 Specialist course, you will learn how to:
- Plan and build a service value stream to create, deliver and support service.
- Identify how relevant ITIL practices contribute to the creation, delivery, and support across the SVS and value streams.
- Create, deliver, and support services.
- Practice exams, prep questions, and additional resources are included.
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ITIL 4 Specialist Training Prerequisites
Accredited training for the ITIL Managing Professional modules is mandatory to enable a complete understanding of the core material. All modules have Learning Tree course 1199, ITIL® 4 Foundation Training, as a prerequisite.
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ITIL 4 Specialist Certification Information
The course prepares you for the ITIL 4 Specialist: Create, Deliver, and Support exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification.
You will be provided with an exam voucher for each exam and a link to register and schedule your online exam sessions with the PeopleCert® web proctoring service. You will take your exams after you have completed your training course. Visit the PeopleCert website for more information on the logistics of taking your web-proctored exam with PeopleCert.
ITIL 4 Specialist: CDS Training Outline
Module 1: Key Concepts of Service Management
In this module, you will learn about the following:
- Planning and building a service value stream
- Organizational structure
- Integrated/collaborative teams
- Team capabilities, roles, and competencies
- Team culture and differences
- Working to a customer-orientated mindset
- Managing employee satisfaction
- The value of positive communications
- Understanding how to 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
- Robotic Process Automation (RPA)
- Artificial Intelligence
Module 2: CDS — ITIL Practices Across the Service Value Stream
In this module, you will learn about:
- Describing a value stream
- Combining and decomposing value stream steps
- Considerations for designing the value stream
- Practices in the value stream
- The value stream for user support
Module 3: Create, Deliver, and Support Services
In this module, you will learn about:
- Managing queues and backlogs
- Prioritizing work
- Commercial and sourcing considerations
- Defining sourcing requirements
- Vendor selection techniques
- Inviting internal providers to vendor selection
- Sourcing models
- Service integration and management considerations
- choosing a selection results in a full page refresh