ITIL®4 Specialist Create, Deliver & Support (CDS)

The 3-day training covers aspects related to the creation, delivery and support of IT services delivering value to the business. The training is a step towards obtaining ITIL® 4 Managing Professional (MP) certificate.

Course objectives

Understanding how to plan and build a service streams to create, deliver, and support services
Getting to know how relevant ITIL®4 practices contribute to the creation, delivery and support across the SVS and Value streams
Understanding of service performance, service quality and improvements methods
Getting to know how to create, deliver and support services
Preparation for the ITIL®4 Specialist Create, Deliver & Support (CDS) exam

Training scope

Organizational structure
How to plan and manage resources in the service value system
Information & technology
Value Streams – what is it & how to define it
Model value stream for new services & for user support
- Service design
- Software development and management
- Deployment management
- Release management
- Service validation and testing
- Change enablement
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Manage work and activities

Prerequisites

An ITIL®4 Foundation certificates.

Audience

existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
ITSM managers and aspiring ITSM managers
ITSM practitioners managing the operation of IT-enabled & digital products and services,
responsible for the end-to-end delivery

Course objectives

Understanding how to plan and build a service streams to create, deliver, and support services
Getting to know how relevant ITIL®4 practices contribute to the creation, delivery and support across the SVS and Value streams
Understanding of service performance, service quality and improvements methods
Getting to know how to create, deliver and support services
Preparation for the ITIL®4 Specialist Create, Deliver & Support (CDS) exam

Training scope

Organizational structure
How to plan and manage resources in the service value system
Information & technology
Value Streams – what is it & how to define it
Model value stream for new services & for user support
- Service design
- Software development and management
- Deployment management
- Release management
- Service validation and testing
- Change enablement
- Incident management
- Problem management
- Knowledge management
- Service level management
- Monitoring and event management
Manage work and activities

Prerequisites

An ITIL®4 Foundation certificates.

Audience

existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
ITSM managers and aspiring ITSM managers
ITSM practitioners managing the operation of IT-enabled & digital products and services,
responsible for the end-to-end delivery

Exam

Exam is obligatory
Multiple choice test; 40 questions
Pass mark: 70% (28 out of 40)
Open book: no
Electronic devices permitted: no
Time allocation: 90 mins + 25% for non-native speakers

Accredited

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form

Presentation, lecture, discussion, case study and assignmen

Exam

Exam is obligatory
Multiple choice test; 40 questions
Pass mark: 70% (28 out of 40)
Open book: no
Electronic devices permitted: no
Time allocation: 90 mins + 25% for non-native speakers

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Natalia & Agata

Training Practice Team

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ITIL®4 Specialist Create, Deliver & Support (CDS)

Course objectives

Training scope

Prerequisites

Audience

Download materials