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

Length 3 days
Inclusions Exam voucher

Course overview

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Why study this course

The ITIL 4 Specialist: Create, Deliver and Support (CDS) course is designed to provide IT practitioners with an understanding of service quality and improvement methods, enabling them to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

The ITIL 4 CDS course covers the integration of a number of “IT” areas of work: from design, to build and test, launch, run and support of products and services. The course provides information and guidance across a number of areas that are required to build and maintain a broad “professional” portfolio: collaboration, strong and positive culture, integrated teams, and employee satisfaction. The course provides an understanding on how to integrate different value streams and activities to create, deliver, and support IT-enabled products and services. It specifically focuses on two value streams, value stream for a new service, and value stream for user support. It also discusses the techniques to prioritise work and methods to manage work.

The ITIL 4 CDS course is part of the ITIL 4 Managing Professional (MP) designation, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course includes a digital copy of the ITIL CDS Official Guidance handbook, containing practical material for reference back in the workplace.

Examination
This course pricing includes a voucher for the ITIL 4 Create, Deliver and Support (CDS) Exam, which is an online proctored exam through PeopleCert. It is a 90-minute closed book exam consisting of 40 multiple choice questions, with a pass mark of 70% (28/40). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Aligns to certification

ITIL Managing Professional (ITIL MP) Designation

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What you’ll learn

The purpose of the ITIL 4 CDS course is to provide candidates with an understanding of:

how to plan and build a service value stream to create, deliver, and support services
how relevant ITIL practices contribute to the creation, delivery and support across the Service Value System (SVS) and value streams
how to create, deliver and support services
the changes in organisational structure and use of ITIL guiding principles to improve the organisational structure
the characteristics of good team culture, and the benefits and challenges of of continual improvement culture
how to plan and manage resources through workforce planning and results based measuring and reporting
the concept of advanced analytics and different methods to examine data, including data analytics
different tools, methods, and capabilities for managing work using an Agile approach
robotic process automation (RPA) and benefits of an RPA programme
the use and application of artificial intelligence (AI) in service design and delivery
Continuous Integration/Continuous Delivery (CI/CD) and its alignment with ITIL guiding principles
the considerations for and how to design a value stream for development of a new service, and for user support
the methods for minimising queues
the need for and different techniques for prioritising work
the concept of swarming
the shift-left approach
buy vs. build, and common sourcing models
the concept and models for service integration and management

ITIL at Lumify Work

Lumify Work is an Accredited Training Organization with Gold status for PeopleCert courses and certifications including ITIL. We are also a member of the IT Service Management Forum (itSMF) and most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL.

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Who is the course for?

This course is aimed at service management practitioners who manage the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery.

This course and the related certification can be beneficial for the following roles:

IT Operations Managers
Availability Managers
Service Desk staff
Service Managers
Service Architects
Security Managers
Process Owners
Process Managers
Technology Support teams
UX/UI Designers
Development Managers
Developers
DevOps Engineers
Site Reliability Engineers
Testers
Infrastructure Operations Engineer
Software Developers
Product Owners
Project Managers
Business Relationship Managers
Customer Relationship Managers

Course subjects

Module 1: Organisation and Culture

Organisational Structures
Team Culture
Continuous 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 Service

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 Stream

Anatomy of a Value Stream
Designing a Value Stream
Value Stream Mapping

Module 5: Value Stream to Create, Deliver and Support Services

Value Stream for Creation of a New Service

Module 6: Value Stream for User Support

Value Stream Model for Restoration of a Live Service

Module 7: Prioritise and Manage Work

Managing Queues and Backlogs
Prioritising Work
Shift-Left Approach

Module 8: Commercial and Sourcing Considerations

Build or Buy
Sourcing Models
Service Integration and Management

Prerequisites

A pass in the ITIL 4 Foundation exam. Proof will need to be provided before attending this course.

Industry Association Recognition

Project Management Institute (PMI®)

Contact hours: 21 hours
Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM®)

Continual Professional Development (CPD) points: 10 points

Downloads

ITIL 4 Certification Scheme

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (AgileSHIFT®, ITIL®, Lean Six Sigma, MoP™, M_o_R™, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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