ITIL ® 4 Specialist: Create, Deliver & Support (ITIL®4 CDS) - eLearning (Exam Included)

ITIL®4 Specialist: Create, Deliver & Support (ITIL®4 CDS) - eLearning (Exam Included)

Learn how to effectively manage your IT resources

In this ITIL® 4 Specialist course, you will learn how to focus on the integration of different value streams and activities to create, deliver and support products and services while covering the practices, methods and tools for managing this. The course covers customer operations, the role of the service provider and supplier in managing and supporting services. The course also describes how the activities of design, build and test for the development of products and services take place through value streams and with the support of service value chain activities. Create, Deliver and Support describes how organizations can continue to deliver innovative and reliable services to their customers in an increasingly competitive market.

ABOUT THE COURSE

Our accredited ITIL 4 Create, Deliver and Support (CDS) elearning helps prepare you for the CDS examination. The examination assesses whether you can demonstrate sufficient understanding and application of ITIL 4 to the creation, delivery and support of services, as described in the CDS syllabus. 

The ITIL 4 CDS qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidate’s practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.

What’s included

• Course and material are available in English, Spanish, and French
• Intermediate level
• 120 days access to the eLearning platform anytime (self-study)
• 5 lessons (6 hours video recorded by accredited teachers)
• 21 hours recommended study time
• Downloadable PDF documents with detailed content (pictures, explanations) for each lesson
• Exercises with instant online correction and 2 official exam simulation
• 1 exam voucher valid for 1 year. Online exam scheduled anytime
• ITIL®4 Specialist: Create, Deliver & Support certificate of completion.

PRE-REQUISITES

There are two formal prerequisites in order to sit the exam. You must have passed either the ITIL 4 Foundation or the Managing Professional Transition examination and you must undertake an accredited training course.

LEARNING OBJECTIVES

At the end of the course, you will:

• Understand how to plan and build a service value stream to create, deliver, and support services
• Know how relevant ITIL practices contribute to the creation, delivery and support across the SVS and value streams
• Know how to create, deliver and support services

TARGET AUDIENCE

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.

• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
• Existing ITIL qualification holders wishing to develop their knowledge

COURSE CONTENT

Introduction

Service Value System to Create, Deliver, and Support Services

• 2.01 Service Value System to Create Deliver and Support Services
• 2.02 Organizational Structure
• 2.03 Differences in Organizational Structure
• 2.04 Roles and Competencies
• 2.05 Professional IT and Service Management Skills and Competencies
• 2.06 Professional ITSM Skills and Competencies Examples
• 2.07 Generalist or T-Shaped Models
• 2.08 Developing a Broad Set of Competencies
• 2.09 Workforce Planning and Management
• 2.10 Employee Satisfaction Management
• 2.11 Results-Based Measuring and Reporting
• 2.12 Performance Measures
• 2.13 Team Culture and Differences
• 2.14 Importance of Cultural Fit
• 2.15 Team Collaboration and Integration
• 2.16 Guidelines for a Positive Team Culture
• 2.17 Continual Improvement Culture
• 2.18 Collaborative Culture
• 2.19 Algorithmic and Heuristic Tasks
• 2.20 Servant Leadership
• 2.21 Customer-Oriented Mindset
• 2.22 Customer Orientation
• 2.23 Customer-Oriented Strategy
• 2.24 The Value of Positive Communication
• 2.25 Principles of Communication
• 2.26 Integration and Data Sharing
• 2.27 Integration Approaches
• 2.28 Reporting and Advanced Analytics
• 2.29 Big Data
• 2.30 Collaboration and Workflow
• 2.31 Robotic Process Automation (RPA)
• 2.32 RPA Technologies
• 2.33 Artificial Intelligence AI
• 2.34 Machine Learning
• 2.35 CI/CD
• 2.36 Goals and Value Measurement
• 2.37 Aligning CI/CD with ITIL
• 2.38 The Value of an Effective Information Model
• 2.39 Automation of Service Management
• 2.40 Key Takeaways

Value Streams to Create, Deliver, and Support

• 3.01 Value Streams to Create, Deliver, and Support Services
• 3.02 ITIL Service Value Streams
• 3.03 Value Streams and Organizations
• 3.04 Value Stream Considerations - Part One
• 3.05 Value Stream Considerations - Part Two
• 3.06 Value Stream Considerations - Part Three
• 3.07 Designing a Service Value Stream
• 3.08 Describing a Step of the Value Stream
• 3.09 Value Stream Mapping
• 3.10 Key Metrics for Analyzing a Value Stream
• 3.11 Designing a Value Stream Using Little’s Law
• 3.12 Value Stream Models
• 3.13 Development of a New Service
• 3.14 Six Key Steps of Journey from Demand
• 3.15 Acknowledge and Document the Service Requirements
• 3.16 Decide Whether to Invest in the New Service
• 3.17 Design and Architect the New Service to Meet Customer Requirements
• 3.18 Obtain or Build Within the Service Value Chain
• 3.19 Deploy Service Components in Preparation for Launch
• 3.20 Release New Service to Customers and Users
• 3.21 Upgrade and Restore a Live Service
• 3.22 Seven Key Steps of Journey from Demand to Value
• 3.23 Acknowledge and Register the User Query
• 3.24 Investigate the Query
• 3.25 Obtain a Fix from the Specialist Team
• 3.26 Deploy the Fix
• 3.27 Verify That the Incident Has Been Resolved
• 3.28 Request Feedback from the User
• 3.29 Identify Opportunities to Improve the Overall System
• 3.30 Using Value Streams to Define a Minimum Viable Practice
• 3.31 Key Takeaways

Create, Deliver, and Support Services

• 4.01 Create Deliver and Support Services
• 4.02 Managing Queues
• 4.03 Prioritization
• 4.04 How to Prioritize Work
• 4.05 Techniques to Prioritize Work - Part One
• 4.06 Techniques to Prioritize Work - Part Two
• 4.07 Swarming
• 4.08 Challenges of Swarming
• 4.09 Shift-Left Approach
• 4.10 Build vs. Buy Considerations
• 4.11 Defining Requirements for Service Components
• 4.12 Selecting a Suitable Vendor
• 4.13 Sourcing Models and Options
• 4.14 Types of Sourcing Models
• 4.15 Service Integration and Management
• 4.16 Service Integration and Management Considerations
• 4.17 Key Takeaways

EXAM DETAILS

The exam will be taken online giving you the convenient choice of writing the exam at home or in the office. What you need is a computer with internet for the exam and webcam (ProctorU).

Prerequisites:

• Passed the ITIL 4 Foundation examination
• Attended an accredited training course for this module

EXAM FORMAT

• 90-minute duration
• Closed book
• 40 multiple choice questions
• Pass mark is 70% or higher - score of 28 points or higher

• 90-minute duration
• Closed book
• 40 questions
• Pass mark is 70% or higher – a raw score of 28 marks or above

About the certification

Our accredited ITIL 4 Create, Deliver, and Support (CDS) learning helps prepare you for the CDS examination. The examination assesses whether you can demonstrate sufficient understanding and application of ITIL 4 to create, deliver, and support services described in the CDS syllabus. The ITIL 4 CDS qualification is one of the prerequisites for the ITIL 4 Managing Professional designation, which assesses the candidate’s practical and technical knowledge about running successful, modern IT-enabled services, teams, and workflows.

REVIEWS

"Just passed my ITIL exam. With a great result! I'm so happy! Thank you AVC, you are the best!" Karin Ericsson

"Very good training! The AVC ITIL4 courses completely cover the new ITIL4 syllabus and add valuable extras to ensure that learning and understanding are as simple as possible. Perfect for applying all ITIL4 ideas and concepts in real situations! I can strongly recommend this ITIL4 training! Thank you, Anders " Anders Berg

"I passed the test! It was very easy to book and plan the exam. I could do the exam online from home, even during one evening! I got the result immediately. Thank you for the fantastic service!" Linne Hammar