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Course Overview:
This course teaches you how to integrate different value streams and activities to create, deliver and support IT-enabled products and services. This includes the ‘core’ service management activities in the ITIL framework and the ‘creation’ of services covered by ITIL 4. The ITIL 4 CDS Specialist certification follows an exam.
Get certified at your own pace
Online exam voucher included
90 or 150 days online access
Fully accredited
Study guides, quizzes, sample exam and more….
Tutor support upon request
24/7 helpdesk
Lessons in this course:
This 3-day 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
ITIL 4 Foundation certification course