ITIL® 4 Specialist – Create, Deliver and Support (CDS)

Course Content

The following elements are covered in this course:

• Concepts and challenges across the service value system
• The “shift-left” approach
• Planning and managing resources in the service value system
• Use and value of information and technology across the service value system
• Using a value stream to design, develop and transition new services
• How the following 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
• Using a value stream to provide user support
• How the following 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
• How to co-ordinate, prioritize and structure work to create, deliver and support services.

Course Objectives

In three days, participants will acquire the knowledge and skills required to:

• Understand how to plan and build a service value stream to create, deliver and support services.
• Know how relevant ITIL practices contribute to creation, delivery and support across the service value system (SVS) and value streams.
• Take the PeopleCert exam with confidence by applying their newly acquired knowledge.
• Put the ITIL® principles to practical use.

Target Audience

Personnel involved in delivering and managing IT services. Participants should have approximately one year of prior IT experience.

Maximum group size is 15 students.