The ITIL® Specialist – Create, Deliver & Support (CDS) is one of five courses needed to achieve ITIL 4’s Managing Professional (MP) designation.
The ITIL® Create, Deliver and Support course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.
The course agenda covers the following ITIL® 4 practices to help you understand the major factors that contribute to the successful creation, delivery, and support across ITIL’s new service value system (SVS) business model:
Service design price and orchestration
Software development and management
Deployment management
Release management
Service validation and testing
Change enablement
Ensuring stakeholder satisfaction
Service Desk
Incident management – detection and resolution
Problem management
Knowledge management
Service level management
Monitoring and event management
LEARNING OUTCOMES
Understand how to plan and build a service value stream to create, deliver, and support services:
Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the SVS
Understand the value of positive communications
Understand the planning and management of resources in the SVS
Understand the value and use of IT across the SVS
Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams:
Learn how to design, develop, and transition a value stream using ITIL practices
Learn how to better provide user support using ITIL practices
Learn how to create, deliver, and support services:
Discover how to prioritize, structure, and coordinate work and activities
Understand buy versus build considerations, sourcing options, and service integration management (SIAM)
WHO SHOULD ATTEND?
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.
Roles include: Service Desk Directors/Managers; IT Infrastructure & Support Directors/Managers; Problem, Change, and Release Managers; DevOps Directors/Managers; Continual Improvement Program/Project Directors/Managers; Senior Service & Support Analysts; Process/Practice Owners; Service Level Management Directors/Managers.
PREREQUISITES
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course. To study the ITIL 4 Foundation certification course, click here.
EXAM & CERTIFICATION
The exam is administered by PeopleCert.
The exam is 90 minutes in duration, includes 40 multiple-choice questions and is administered online by an independent examination body. Participants are provided with an exam voucher so they can schedule the exam at their convenience on any date after completion of the course.
A passing mark of 70% is required to receive your certificate. An exam review is included in the course to help prepare attendees for the final exam.
You will attain 18 professional development units (PDUs) for Project Managers.
COURSE E-MATERIALS
Material for this course will only be provided as viewable soft copy files that can be viewed on a variety of devices. Attendees may view the files in whatever format best meets their needs, and can use the files under the Gurustudy Terms of Service.
The ITIL 4 Strategist: Direct, Plan and Improve module is for anyone who needs to align their team’s objectives to the organizational strategy. It also provides guidance on embedding continual improvement into the organizational culture. Direct, Plan and Improve helps with planning work, improving products, and managing change.
This is an ITIL4 Foundation course and exam package. When you purchase this product directly from this website you will receive the following:
– 12 months access to the ITIL4 Foundation course
– 1 x Exam voucher from Peoplecert (Exam voucher is only included when you buy the course directly from this site)
*If you purchased the book ONLY from Amazon, the book purchase does not entitle you to a free exam.
ITIL 4 is built on Best Practice which provides a practical and flexible approach to drive the world of digital transformation to embrace an end-to-end operating model for the delivery and operation of products and services. ITIL 4 also provides a holistic end-to-end picture that integrates frameworks such as Lean IT, Agile, and DevOps.
The ITIL® (4) Foundation course is a 2-day classroom room based on the exam specifications supplied by AXELOS. The objectives of this course is to help the candidates understand the key concepts of service management and the ITIL 4 service management framework and better prepare for the ITIL® (4) Foundation examination. In addition to the course we offer a rich learning experience that helps the participants understand ITIL 4 and relate ITIL to their own work environment. This rich learning experience is supported by additional learning tools such as pre-course reading materials, post-course reading material, and assessment tools such as the award-winning Champions.
The course is made up of 7 modules, and is broken down as follows:
Course Outline: Module 1: Concepts of service management
Recall the definition of:
Service (2.3.1)
Utility (2.5.4)
Warranty (2.5.4)
Customer (2.2.2)
User (2.2.2)
Service management (1.2)
Sponsor (2.2.2)
Describe the key concepts of creating value with services (2.1, 2.2, 2.5) including all subsections):
Cost
Value
Organization
Outcome
Output
Risk
Utility
Warranty
Service offering
Service relationship management
Service provision
Module 2: Adopt and adapt service management
Describe the nature, use and interaction of the guiding principles (4.3, 4.3.8)
Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1)
b) Start where you are (4.3.2)
c) Progress iteratively with feedback (4.3.3)
d) Collaborate and promote visibility (4.3.4)
e) Think and work holistically (4.3.5)
f) Keep it simple and practical (4.3.6)
g) Optimize and automate (4.3.7)
Module 3: The four dimensions of service management
Describe the four dimensions of service management (3):
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
Module 4: Service Value System (SVS)
Describe the ITIL service value system (4.1)
Module 5: Service Value Chain (SVC)
1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
2 Describe the inputs, outputs and purpose of each value chain activity:
a) Plan (4.5.1)
b) Improve (4.5.2)
c) Engage (4.5.3)
d) Design & transition (4.5.4)
e) Obtain/build (4.5.5)
f) Deliver & support (4.5.6)
Module 6: The ITIL practices
In this module participants should be able to recall the purpose and definition of the marked areas below.
*Note that to avoid doubling of content the topics Change and Service desk are in module 7.
Recall the purpose of the following ITIL practices
Recall definitions of the following ITIL terms
Module 7: The ITIL practices in detail
As noted from module 6, the following modules candidates will be learning
Recall the purpose of Change control (5.2.4) & Service desk (5.2.14)
Recall definitions of Change Change (5.2.4)
In addition to the above dot points, we delve deeper to help candidates to understand:
Explain the following ITIL practices in detail, including how they fit within the service value chain:
a) Continual improvement (5.1.2,) inc: The continual improvement model
b) Change control (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15)
Target Audience:
The ITIL® (4) Foundation course targets candidates in the IT and business domains who wish to take first steps into service management. Previous candidate that are familiar with earlier versions of ITIL and/or other sources of industry best practice and wish to learn about ITIL 4 will also benefit. This course and the related certification can be beneficial for the following roles:
IT Service Management
Operations and Incident management
IT Change & Release management
IT Supplier & Vendor management
Business Analysis and Design
Business analysts & Service desk analysts
IT Architects
Development
IT Project & Programme Management
Risk and Compliance
Information Security management
Learning Objectives:
At the end of this course, participants will be able to:
Understand the key concepts of ITIL service management.
Understand how ITIL guiding principles can help an organization to adopt and adapt ITIL service management.
Understand the four dimensions of ITIL service management.
Understand the purpose and components of the ITIL service value system, and activities of the service value chain, and how they interconnect.
Understand the key concepts of continual improvement.
Learn the various ITIL practices and how they contribute to value chain activities
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course training schedule:
Module# Module name
Introduction Introduction to ITIL
Module 1 Key concepts of service management
Module 2 Adopt and adapt service management
Module 3 The four dimensions of service management
Module 4 Service value system (SVS)
Module 5 Service value chain (SVC)
Module 6 The ITIL practices
Module 7 ITIL practices in detail
This course is provided by our courseware provider Adelaide Consulting Group. Accreditation can be found here.
