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.
 
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
 
Prerequisites:
Candidates must hold the ITIL™ 4 Foundation certificate.
ITIL® 4 Foundation
 
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
 
OUTLINE
Introduction
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
CI/CD
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
 
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Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste