About this course ITIL® 4 Specialist: Create, Deliver and Support (CDS)
Our 3-day “ITIL® 4 Specialist: Create, Deliver and Support” module is part of the Managing Professional stream for ITIL 4 and is part of the certifications needed towards the “Managing Professional MP” qualification.
This course covers the integration of proven IT areas of work, from the design, building and testing to the launch, run and support of products and services. This module also provides guidance on building and maintaining professional skills as collaboration, strong and positive culture, integrated teams and employee satisfaction.
The Create, Deliver and Support module aligns with the middle part of the ITIL 4 value chain, which is about creating, delivering and supporting services.
Participants will acquire the relevant knowledge and experience through presentations, activities, exercises and examples included in the course, and will be prepared to pass the ITIL® Specialist: Create, Deliver & Support certification exam.
Course & Learning Objectives
At the end of this course, participants will have a good understanding of:
How to plan and build a service value stream to create, deliver and support services
The benefits and challenges of service quality and a continual improvement culture
How to deliver innovative and reliable tech-enabled services to their customers in an increasingly competitive market
ITIL 4 Specialist: Create, Deliver and Support
Module 1: Organization and Culture
Continuous Improvement Culture
Module 2: Effective Teams
Capabilities, Roles and Competencies
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
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: Prioritize and Manage Work
Managing Queues and Backlogs
Module 8: Commercial and Sourcing Considerations
Build or Buy
Service Integration and Management
Preparing for the exam: mock exam
Who should attend?
The ITIL® 4 Strategist: Direct, Plan and Improve course is aimed at Service Management practitioners involved at any stage of product and service lifecycles, team leaders and middle management of service providers, service and product owners.
This course and the related certification can be beneficial for the following roles:
IT Operations Manager
Service Managers & Architects
Technology Support Teams,
Project Managers, Business Relationship Managers, Product Owners
To attend this course, participants must hold the ITIL 4 Foundation certificate. Participants will need to provide B2B Learning with a copy of their certificate upon registration in order to be admitted into this course. If you need to take your ITIL 4 Foundation exam, you can either attend our ITIL 4 Foundation classroom course or eLearning module, or book your exam only online if you prefer self-study.
Accredited training for the ITIL Managing Professional modules is mandatory to enable full understanding of the core material.
About the Examination
Multiple-choice format (1 mark per question)
Pass grade: 65%
Duration: 90 minutes + 25% extra time for non-native English speakers
The exam is scheduled at the end of the 3rd training day in the classroom, or the participants can take the online exam later online and proctor-based.