ITIL 4 Specialist: CDS - ITIL™ 4 Specialist: Create, Deliver and Support


This course provides those IT leaders, practitioners and support staff who already hold the ITIL™ 4 foundation qualification with an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and relevant practices, methods and tools. It gives them an understanding of service performance, service quality and improvement methods. The course is based on the ITIL™ 4 best practice service value system featured in the latest 2019 guidelines.

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24 horas
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Related Certifications:

This course prepares delegates for the ITIL™ 4 Specialist: Create, Deliver and Support examination and is one of the four modules that lead to the award of ITIL™ 4 Managing Professional status.

Who should attend:

• Individuals continuing their journey in service management
• 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


What you'll learn:

The course will help students to:

• Understand how to plan and build a service value stream to create, deliver and support services
• Know how relevant ITIL™ 4 practices contribute to creation, delivery and support across the SVS and value streams
• Know how to create, deliver and support services
• Preparation to sit the ITIL™ 4 Create, Deliver, Support examination
• Understand the role of governance, risk and compliance and how to integrate the principles and methods into the service value system
• Understand and know how to use the key principles and methods of Organizational Change Management to direction, planning and improvement
• Preparation to sit the ITIL 4 foundation examination

Pré Requisitos


Candidates must hold the ITIL™ 4 Foundation certificate.

•ITIL® 4 Foundation

Conteúdo Programatico



• Overview
• ITIL™ 4 Create, Deliver and Support and Service Value Chain
• Key Audience
• ITIL™ 4 Specialist: Create, Deliver and Support Course
• Case Study: Axle Car Hire
• Exam Details

Module 1: Organization and Culture
• Organizational 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
• 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: Prioritize and Manage Work
• Managing Queues and Backlogs
• Prioritizing Work
• Swarming
• Shift-Left Approach

Module 8: Commercial and Sourcing Considerations
• Build or Buy
• Sourcing Models
• Service Integration and Management