ITIL® 4 Specialist: Create Deliver And Support Certification - Australia

ITIL 4 Specialist: Create, Deliver and Support Course Outline

Module 1: Concepts and Challenges Across the Service Value System

• Organisational Structures
• Employee Satisfaction
• Building Effective Teams – Roles and Competencies
• Professional IT and Service Management Skills and Competencies
• Generalist or ‘T-shaped’ Models
• Developing a Broad Set of Competencies
• Developing Team Culture – What is Team Culture?
• What does Cultural Fit Mean and Why is it so Important?
• How to Develop and Nurture Good Team Culture?
• A Continual Improvement Culture
• A Collaborative Culture
• Align with the Type of Work
• Learn Through Collaboration
• Servant Leadership
• Customer Orientation: Putting the Customer First
• Customer Experience
• Positive Communication

Module 2: How to Use a ‘Shift-Left’ Approach?

• Shift-Left Approach
• Building a Shift-Left Approach

Module 3: How to Plan and Manage Resources in the Service Value System?

• Workforce Planning and management
• Results-Based Approach
• Challenges

Module 4: Use and Value of Information and Technology Across the Service Value System

• Integration and Data Sharing
• Integration Topologies
• Integration Approaches
• Reporting and Advanced Analytics
• Data Analytics
• Big Data
• Collaboration and Workflow
• Tools and Capabilities
• Robotic Process Automation
• RPA Technologies
• Artificial Intelligence
• Application and value
• Machine Learning
• Supervised Learning
• Benefits and Limitations of Machine Learning
• Continuous Integration, Continuous Delivery, and Continuous Deployment (CI/CD)
• Goals and Value Measurement
• CI/CD Pipeline
• Aligning CI/CD with ITIL®
• How Would ITIL Deploy a Change?
• CI/CD Does Not Suit Every Situation
• Value of an Effective Information Model
• Anatomy of an Information Model
• Integrated Service Management Toolsets
• Service Management Toolset Expectations

Module 5: How to Use a Value Stream to Design, Develop and Transition New Services?

• Value Streams to Create, Deliver, and Support Services
• ITIL® Service Value Streams
• Structure of an ITIL® Service Value Stream
• Value Streams and Organisations
• Design Thinking
• Designing a Service Value Stream
• Describing a Step of a Value Stream
• Value Stream Mapping
• Key Metrics When Analysing a Value Stream
• Process Timing
• Simple Representation of a Value Stream
• Complex Representation of a Value Stream
• Model Value Streams for Creation, Delivery, and Support
• Development of a New Service
• Design Considerations
• Demand to Value
• Development of a New Service
• Step 1: Acknowledge and Document the Service Requirements
• Step 2: Decide Whether to Invest in the New Service
• Step 3: Design and Architect the New Service to Meet Customer Requirements
• Step 4: Build, Configure, or Buy Service Components
• Step 5: Deploy Service Components in Preparation for Launch
• Step 6: Deliver and Support Within the Service Value Chain

Module 6: How 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

Module 7: How ITIL® Practices Contribute to a Value Stream to Provide User Support?

• Restoration of a Live Service
• Design Considerations
• Demand and Value
• Journey from Demand to Value
• Restoration of a Live Service
• Step 1: Acknowledge and Register the User Query
• Step 2: Investigate the Query, reclassify it as an Incident, and Attempt to Fix it
• Step 3: Obtain a Fix from the specialist team
• Step 4: Deploy the Fix
• Step 5: Verify that the Incident has been Resolved
• Step 6: Request Feedback from the User
• Step 7: Identify Opportunities to Improve the Overall System

Module 8: How 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

Module 9: How to Co-Ordinate, Prioritise, and Structure Work and Activities to Create, Deliver, and Support Services?

• Why do we need to Prioritise Work?
• Managing Work as Tickets
• Prioritisation and Demand Management
• How to Prioritise Work?
• WSJF (Priority)
• Swarming
• Commercial and Sourcing Considerations
• 'Build or Buy’ Considerations
• Commodification
• Defining Requirements for Service Components
• Selecting a Suitable Vendor
• Sourcing Options and Models
• Outsourcing Considerations
• Service Integration and Management

Who should attend this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification?

This ITIL® 4 Specialist: Create, Deliver and Support Course is designed for IT practitioners and leaders who are involved in the creation, delivery, and support of digital products and services. This ITIL Certification Training is beneficial for a wide range of professionals, such as:

• IT Service Managers
• IT Operations Managers
• Service Desk Managers
• Technical Support Engineers
• DevOps Professionals
• IT Project Managers
• ITIL® Foundation Certificate Holders

Prerequisites of the ITIL® 4 Specialist: Create, Deliver, and Support CDS Training Course

Candidates must have the ITIL® 4 Foundation Certificate to study this ITIL® 4 Specialist: Create, Deliver, and Support Course.

ITIL ® 4 Specialist: Create, Deliver and Support Training Overview

The ITIL® 4 Specialist: Create, Deliver, and Support Training is a specialised course that is designed to provide IT professionals with the knowledge and skills required to effectively create, deliver, and support IT services aligned with the ITIL 4 framework. In today's rapidly evolving IT landscape, this training plays a crucial role in empowering IT professionals to drive service excellence and customer satisfaction.

IT Service Managers, IT professionals, Service Desk Managers, and anyone involved in the delivery and support of IT services should prioritise participating in the ITIL® 4 Specialist: Create, Deliver, and Support Training. This training is essential for individuals seeking to enhance their understanding of IT service management practices, adopt a service-oriented approach, and optimise IT service delivery processes.

This 2-day ITIL® Certification Training by The Knowledge Academy covers a wide range of topics, including service design principles, service delivery models, service level management, service transition, and service improvement practices. Participants will learn how to design and implement service offerings, manage service portfolios, ensure service continuity, and optimise service performance.

Course Objectives

• To understand the key concepts, principles, and practices of IT service management in alignment with the ITIL 4 framework
• To learn how to design and create IT services that meet the needs and expectations of customers and stakeholders
• To develop skills in delivering and supporting IT services throughout their lifecycle, from design to retirement
• To explore service management processes and functions, including service level management, service desk operations, and incident management
• To optimise IT service delivery processes and continuously improve service quality and performance
• To empower IT professionals to drive service excellence and customer satisfaction through effective IT service management practices

Upon completion of the ITIL® 4 Specialist: Create, Deliver, and Support Training, participants will be equipped with the knowledge, skills, and certification necessary to effectively create, deliver, and support IT services in accordance with the ITIL 4 framework. They will be better prepared to align IT services with business objectives, improve service quality and performance, and drive organisational success through efficient and customer-focused IT service management practices.

What’s included in this ITIL® 4 Specialist: Create, Deliver, and Support CDS Certification Training?

• ITIL® 4 Specialist: Create, Deliver and Support (CDS) Examination
• World-Class Training Sessions from Experienced Instructors
• Digital Delegate Pack

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

The ITIL® 4 Specialist: Create, Deliver and Support CDS exam is for IT practitioners and leaders who design digital products and services, and who deliver and support them to agreed levels. The exam information is as follows: 

• Question Type: Multiple Choice 
• Total Questions: 40  
• Total Marks: 40 Marks  
• Pass Mark: 70%, or 28/40 Marks 
• Duration: 90 Minutes 
• Open Book/ Closed Book: Closed Book