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CDS: ITIL 4 Specialist - Create, Deliver & Support

Guaranteed to Run Scheduled Fully Booked
Location
Wellington
Auldhouse Anywhere
Nov 2020
2
2
Dec 2020
14
14
Feb 2021
9
Mar 2021
22
May 2021
3
Jun 2021
14
Jul 2021
26
Sep 2021
6
Oct 2021
18
Nov 2021
29
Code: CDS
Length: 3 Days
Overview

This course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the 'creation' and delivery of services.

Delivery format(s)
On-Site
On-Site
On-Demand
On-Demand
Classroom
Classroom
OBJECTIVES
The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.

This 3-day course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.

PREREQUISITES

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

WHAT YOU’LL LEARN

Learning Outcomes

  • 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 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 buy versus build considerations, sourcing options, and service integration management (SIAM)
WHO SHOULD ATTEND

This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end 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.

COURSE OUTLINE

The course agenda covers the following 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:

  • Service design price and orchestration
  • Software development and management
  • Deployment management
  • Release management
  • Service validation and testing
  • Change enablement
  • Ensuring stakeholder satisfaction
  • Service Desk
  • Incident management – detection and resolution
  • Problem management
  • Knowledge management
  • Service level management
  • Monitoring and event management

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