Course information

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

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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.

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

Why choose us

Our Vancouver venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

­­­­Vancouver, a popular and beautiful city in the Canadian province of British Columbia, has an average population of roughly 603,500 spread across 44.39 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Vancouver, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin).  In Vancouver, it is compulsory for residents under the age of 16 to complete compulsory schooling – from low level elementary (kindergarten + grades 1-7), to high level secondary (grades 8-12); Vancouver’s secondary schools are also commonly subdivided into two groups - starting with junior secondary and then followed by senior secondary level.  In most cases, expatriates of Vancouver will send their children to public schools.  The public schools in Vancouver are generally well-respected – scoring highly in student assessments at an international level, as well as nationally, and students normally have a reputation for positive academic success and achievements. Other residents of Vancouver opt for their children to attend private schools instead; although private schools are few-and-far-between in the area as opposed to other areas of Canada, there is still nonetheless a large private school community, most of which is largely either a religious or international institution.  

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Address

World Trade Centre
999 Canada Place
Suite 404
Vancouver
British Columbia
V6C 3E2

 

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led ITIL 4 Specialist: Create Deliver And Support Training in Vancouver. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's ITIL 4 Specialist: Create Deliver And Support Training in Vancouver, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

ITIL 4 Specialist: Create Deliver And Support Training in Vancouver FAQs

The ITIL® 4 Specialist Create Deliver and Support Certification Course focuses on the integration of different value streams and activities to create, deliver, and support IT-enabled services.
This ITIL® 4 Specialist Course enhances IT professionals' ability to effectively manage IT services, increasing efficiency, productivity, and collaboration within IT teams.
The course is designed for ITSM practitioners managing the operation and end-to-end delivery of IT-enabled and digital products and services.
We provide support via phone & email prior to attending, during and after the course.
In this ITIL® 4 Specialist Create Deliver and Support Certification course, delegates will have training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.
This course is 2 days.
To book an ITIL® course, visit our websites, select a suitable course, check available schedules, and follow the instructions for registration and payment.
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts.
The ITIL® 4 Specialist Create Deliver and Support Certification Course covers service design, delivery practices, service performance, culture, team collaboration, relevant tooling, and workflow management techniques.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking ITIL® 4 Specialist Create Deliver and Support Certification.
The training fees for ITIL® 4 Specialist: Create Deliver and Support Certification certification in Vancouver starts from CAD3395
The Knowledge Academy is the Leading global training provider for ITIL® 4 Specialist: Create Deliver and Support Certification.
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Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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