ITIL 4 Specialist: Create Deliver And Support Training in Virtual

ITIL 4 Specialist: Create, Deliver and Support Certification Course Outline

Module 1: Organisational Structures

• Organisational Structures
• Team Culture
• Continual Improvement Culture
• Collaborative Culture
• Customer-Oriented Mindset
• Positive Communication

Module 2: Effective Teams

• Capabilities, Roles and Competencies
• Workforce Planning
• Employee Satisfaction Management
• Results-Based Measuring and Reporting

Module 3: Information Technology to Create, Deliver and Support Services

• Integration and Data Sharing
• Reporting and Advanced Analytics
• Collaboration and Workflow
• Robotic Process Automation
• Artificial Intelligence and Machine Learning
• CI/CD
• Information Model

Module 4: Value Streams

• Anatomy of a Value Stream
• Designing a Value Stream
• Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

• Value Stream Model for Creation of a New Service

Module 6: Value Stream for User Support

• Value Stream Model for Restoration of a Live Service

Module 7: Prioritise and Manage Work

• Managing Queues and Backlogs
• Prioritising Work
• Swarming
• Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

• Build or Buy
• Sourcing Models
• Service Integration and Management

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

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 Certification

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 Certification 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. Delegates will learn how to design and implement service offerings, manage service portfolios, ensure service continuity, and optimise service performance.

ITIL ® 4 Specialist: Create, Deliver and Support Certification 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 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, delegates 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