Overview
Active Learning is the leading provider of ITIL Training and Certification in the Philippines.
Course Benefits
This ITIL® 4 Specialist: Create, Deliver and Support (CDS) certification training provides you with the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. The ITIL® 4 Specialist: Create, Deliver and Support (CDS) certification training focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.
The ITIL® 4 Specialist: Create, Deliver and Support (CDS) certification training will cover service performance and will give you an understanding of service quality and improvement methods.
It will enable you to continue to deliver innovative yet reliable tech-enabled services to your customers in an increasingly competitive market.
You Will Learn
- How to plan and build a service value stream to create, deliver, and support services
- How relevant ITIL practices contribute to the creation, delivery and support across the SVS and Value streams
- How to create, deliver and support services
Who Should Attend
This ITIL Specialist: Create, Deliver and Support (CDS) certification training is aimed at:
- Service management practitioners involved at any stage of product and service lifecycles
- Team leads and middle management of service providers
- Service and product owners
- People currently known as process owners and managers
Examples of roles who would benefit mostly from this course include:
- IT Operations Manager
- Availability Manager
- Service Desk
- Service Managers
- Service Architects
- Security Manager
- Technology Support teams; UX/UI Designer
- Development Managers
- Developers
- Testers
- Infrastructure Operations Engineer
- Software Developer
- Product owners
- Project Managers
- Business Relationship Manager
- Customer Relationship Manager
Prerequisites:
To attend ITIL Specialist: Create, Deliver and Support (CDS) certification training, you are required to have successfully attained your ITIL 4 Foundation certificate.
About the Exam
This ITIL 4 Specialist certification program lasts two and a half days and the exam takes place at the end of the training.
- Multiple choice
- 40 questions
- Passing Score of 70%
- 90 minutes
- Closed Book
ITIL 4 Certification Scheme
ITIL Foundation is a prerequisite for any ITIL 4 certification, except for the extension modules Acquiring and Managing Cloud Services, and Sustainability in Digital and IT that do not have any prerequisite.
ITIL 4 Managing Professional is awarded when the Create, Deliver and Support, the Driver Stakeholder Value, the High-velocity IT, and the Direct, Plan and Improve certifications are achieved.
ITIL 4 Strategic Leader is awarded when the Digital and IT Strategy, and Direct, Plan and Improve certifications are achieved.
ITIL 4 Practice Manager is awarded when the Create, Deliver and Support certification, and a) any FIVE individual practice-based certifications are achieved, or b) when the Create, Deliver and Support certification, and any ONE certification from the pre-bundled courses is achieved: Monitor, Support and Fulfil, Plan, Implement and Control, or Collaborate, Assure and Improve.
ITIL 4 Master is the highest designation, awarded when the ITIL Practice Manager, Managing Professional, and Strategic Leader designations are all achieved.
Course Outline
Introduction
- ITIL 4 Specialist
Service Value System to Create, Deliver, and Support Services
- Service Value System to Create Deliver and Support Services
- Organizational Structure
- Differences in Organizational Structure
- Roles and Competencies
- Professional IT and service management skills and competencies
- Professional ITSM Skills and Competencies Examples
- Generalist or T-Shaped Models
- Developing a broad set of competencies
- Workforce Planning and Management
- Employee Satisfaction Management
- Results-Based Measuring and Reporting
- Performance Measures
- Team Culture and Differences
- Importance of Cultural Fit
- Team Collaboration and Integration
- Guidelines for a Positive Team Culture
- Continual Improvement Culture
- Collaborative Culture
- Algorithmic and Heuristic Tasks
- Servant Leadership
- Customer-Oriented Mindset
- Customer Orientation
- Customer-Oriented Strategy
- The Value of Positive Communication
- Principles of Communication
- Integration and Data Sharing
- Integration Approaches
- Reporting and Advanced Analytics
- Big Data
- Collaboration and Workflow
- Robotic Process Automation (RPA)
- RPA Technologies
- Artificial Intelligence
- Machine Learning
- CI/CD
- Goals and Value Measurement
- Aligning CI/CD with ITIL
- The Value of an Effective Information Model
- Automation of Service Management
Value Streams to Create, Deliver, and Support
- Value Streams to Create, Deliver, and Support Services
- ITIL Service Value Streams
- Value Streams and Organizations
- Value Stream Considerations - Part One
- Value Stream Considerations - Part Two
- Value Stream Considerations - Part Three
- Designing a Service Value Stream
- Describing a Step of the Value Stream
- Value Stream Mapping
- Key Metrics for Analyzing a Value Stream
- Designing a Value Stream Using Little’s Law
- Value Stream Models
- Development of a New Service
- Six Key Steps of Journey from Demand
- Acknowledge and Document the Service Requirements
- Decide Whether to Invest in the New Service
- Design and Architect the New Service to Meet Customer Requirements
- Obtain or Build within the Service Value Chain
- Deploy Service Components in Preparation for Launch
- Release New Service to Customers and Users
- Upgrade and Restore a Live Service
- Seven Key Steps of Journey from Demand to Value
- Acknowledge and Register the User Query
- Investigate the Query
- Obtain a Fix from the Specialist Team
- Deploy the Fix
- Verify That the Incident Has Been Resolved
- Request Feedback from the User
- Identify Opportunities to Improve the Overall System
- Using Value Streams to Define a Minimum Viable Practice
Create, Deliver, and Support Services
- Create Deliver and Support Services
- Managing Queues
- Prioritization
- How to Prioritize Work
- Techniques to Prioritize Work - Part One
- Techniques to Prioritize Work - Part Two
- Swarming
- Challenges of Swarming
- Shift-Left Approach
- Build vs. Buy Considerations
- Defining Requirements for Service Components
- Selecting a Suitable Vendor
- Sourcing Models and Options
- Types of Sourcing Models
- Service Integration and Management
- Service Integration and Management Considerations
